App "Not Connected to Unleashes Network"

[yenisel143]

Hello Support,

I just did a factory reset on my Ruckus R320 Series. I have a total of 2 access points. I unplugged from the Ruckus ICX 7150-c12p 1 of the 2 AP and reset to factory settings both of the AP on the back of the equipment. This allowed me to proceed with the steps on the app for registration. I finished all 4 steps (4th being the recovery email and security question). After 3 mins or so of finishing the installation it seemed that it was working fine. However, when it go to test the internet it kept on stating that I was not connected to the Unleashed network. I made sure that in the Wi-fi setting that the correct Ruckus Wi-Fi was selected. When I look at the light on both AP it shows that the 5G, CTL and Power are in color green. The 2.4G is in orange and the AIR seems to be off in color black. I found on this site that AIR off means "No upstream mesh connection (Root AP)". I am not sure if this is what is causing the issue. To double check the connection of the Ruckus Wi-Fi, I took a tablet that only works on Wi-Fi and was able to get connection on the tablet using the Ruckus Wi-Fi. 

Can someone please help me figure out what is going on. I have been at this literally for longer than 6 hours. 

Thank you 

[Imran_ruckus]

Hi @yenisel143 

Greetings!!!

Thank you for reaching out to the Lennar Home Community.

I hope this message finds you well.

We appreciate the detailed information you have provided. 

Based on your description, it appears that you are experiencing difficulty logging into the RUCKUS Unleashed application after a factory reset.

This issue commonly arises when your RUCKUS Access Points are running an outdated version that prevents access to the Unleashed application.

To assist you further, could you please provide us with the following details:
- Log in to your Unleashed system using a laptop web browser with the Master AP IP Address or visit https://unleashed.ruckuswireless.com/ Kindly check and share a screenshot of the current version of your Unleashed Access Points.
- Ensure that your device is connected to the RUCKUS Wi-Fi Network for access.

If you encounter difficulties accessing the above link or if you are unsure of the IP Address of your Access Points, please refer to our guide on finding the IP Address of the Access Point: 

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-find-the-IP-Address-o...

You should see the below-Unleashed dashboard after finding the IP Address of the AP. Try to log in

Once you have located the IP Address of the Access Point and accessed the Unleashed dashboard, please proceed with the following steps:
1. Log in to the Unleashed system and upgrade your RUCKUS Unleashed system to the recommended version as described in the below RUCKUS Lennar Knowledge Base self-help article.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Upgrade-process-of-the-RUCKU...

2. After upgrading all Access Points, uninstall the current Unleashed application and install the updated version.
3. Attempt to log in again and verify functionality.

Should you have any questions or require further assistance, please do not hesitate to contact us.

Thank you for your patience and cooperation.

Best regards,

Imran Sanadi  
RUCKUS Lennar Home Community

[yenisel143]

Hello Imran,

Thank you for your reply. I was able to log into my account using my Master IP address. Which by the way for other people struggling trying to find this information. It is provided in Step # 1 when you are doing the configuration on the Unleashed app. It is right underneath the "Automatic (DHCP)". Take a picture of it and save it in your phone.

I had issues with the Google and Edge browser blocking the site. Click on the bottom where it says "advance" there you be able to proceed to the site. 

Imran back to the new issue I am now having. After logging into my unleashed account I am noticing that it is only showing 1 out of the 2 access point. By the way my access points is NOT the R510 series so I don't think that the suggested software upgrade that you included for R 510 will apply for my R320 Series. Please correct me if I am wrong. 

Also, under switches on the unleashed website it is showing 0 working and 1 disconnected. Is this something that was installed incorrectly and will prevent the system from working?

Your system will not allow me do include a screenshot on this forum. 

Please let me know what I can do to upload images of my current system. 

Thank you 

[Imran_ruckus]

Hi @yenisel143 

Greetings!!!

Thank you for the response and the detailed information.

R320 also must be upgraded to the recommended version.

Please include screenshots of the errors you are trying to upload.

Please log in to your RUCKUS Account before uploading these photos/screenshots.

Should you have any further questions or concerns, feel free to reach out. 

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,

Imran Sanadi  
RUCKUS Lennar Home Community

[yenisel143]

Hello Imran, 

is there something going on with the unleashed.ruckuswireless.com website. I am not able to open the page. I am getting this message. When I try with my IP address it is taking too long to respond. The same thing is happening with other browser.