ATT internet doesn't want to cooperate with Ruckus routers anymore.

[Mjxyoit]

Hello, We Bought a new construction Lennar Duplex in 2019. We have two r510 Ruckus units with the firmware updated. Yet, as of a few days ago we get a heartbeat loss every 12 hours like clockwork. This morning, they wouldn't output anything. We thought the internet was out. However, anything using the ATT modem or ether port had internet and everything on Ruckus Wi-fi or ether port was dead. myAT&T app messages said my modem was rejecting the routers. I reset the modem and they work, for now. I booked a service appointment for Monday from ATT. I'm not even sure if ATT will be able to help.

The thing is, I'm reading through the forums and have no idea what is being said. I don't know the lingo. Everything is very cryptic.  I desperately need a resolution. With work and school internet is akin to water in our lives. 

[Imran_ruckus · Accepted solution]

Hi @Mjxyoit 

Thank you for the information and update.

All the connections on the Switch seem good.

I believe you have 2 R510 Access Points on ports 1/1/3 and 1/1/5 (As marked in the below screenshot) on your Switch as per the ‘show lldp neighbors detail’ command output. 

The connections are correct, now we may need to factory reset the APs. Please follow the below process to factory reset your APs to configure them with a new SSID.

IMPORTANT NOTE: To perform a factory reset correctly on one of the access points, you must disconnect the rest of your other access points from the "ICX-7150-switch". For example, if you have 3 access points, you should go to the switch and disconnect 2 of the cables to turn off the "2 access points" and only leave 1 connected with which we are going to work the factory reset once you configure the access point and make sure all is good, go ahead and reconnect the other Access Points back.

In your case remove one of the 2 orange cables as shown in the above screenshot and perform a factory reset on your Access Point once the factory reset is done, please plug it back. 

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Ac...

Ruckus Unleashed Set-up using your Mobile:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-usin...

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Password recovery setup:

https://www.youtube.com/watch?v=sqnG8fupaLk

Please let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[Mjxyoit]

I did the steps and reset one of the AP's. Then used the Unleashed App to finish.

I have a few questions though:
Do I need to reset the other AP? Wouldn't that conflict with what I just did with the app?

How do I remove the 'CONFIGURE.ME-XXXXXX' from being available to the world?

Lastly, How do I rename the new Wi-Fi connection?

Thank you for all your continued help.

[Imran_ruckus]

Hi @Mjxyoit 

Greetings!!!

Thank you for the response and the update.

Below are the answers to your queries.

Do I need to reset the other AP? Wouldn't that conflict with what I just did with the app?

- No need for a factory reset on your other AP. As mentioned in the IMPORTANT NOTE of my previous post just connect it back to the Switch port after performing a factory reset on any one AP.

How do I remove the 'CONFIGURE.ME-XXXXXX' from being available to the world?

- Once you perform a factory reset process successfully and create a new Wi-Fi name/ESSID, there will be a new ESSID/Wi-Fi name available, and configure.me SSID won’t be visible anymore.

Lastly, How do I rename the new Wi-Fi connection?

- You will create a new Wi-Fi/ESSID during the factory reset process (as shown in the below screenshot). However, if you want to make any changes or create a new one, please refer to the below link. 

Creating a New Wireless WLAN (SSID):

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Creating-a-New-Wireless-WLAN...

Video- https://www.youtube.com/watch?v=eSl_8rs1QnU

Please let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[Mjxyoit]

Hello, I will wait 24 hours to see if the heartbeat loss problem is finally resolved. 

At this time though I am unable to log into my switch IP address via a web browser to change the WiFi name aka the WLAN name. I get prompted for a username and password that I do not have. 

I tried factory resetting the AP's again to do the whole process from scratch, then alter the WiFi name aka the WLAN name. However, the resets aren't working for some reason anymore. The 'Configure.Me-XXXXXX' doesn't have internet. I did it 3 times and altered the devices to reset on as well.

I'm fine with everything and can tolerate the factory WiFi name. Ideally though I would like to alter it. We live in a densely populated area and all the condos have the same ATT RUCKUS combo. 

[Imran_ruckus]

Hi @Mjxyoit 

Greetings!!!

Thank you for the response and update. 

Please try to log in with Switch default credentials with the combination shown below:

Username: super

Password: sp-admin

If it doesn't work, try different combinations as shown in the below screenshot:

Also, could you please try to log in on the Unleashed portal? The username and Password for the unleashed will be the ones that you set during the factory reset process (please refer to the below screenshot).

Unleashed dashboard:

Please confirm once you are able to log in.

Please let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.