Burned out

[DenisBourque]

I have  Ruckus R320 in a Lennar home that stopped working.  I have taken it down and the socket where the cable plugs in looks burned.  I tried to enter an email to Ruckus and the system says the serial number does not exist.  I have checked and re-entered it three times yet the Ruckus system still rejects it.  How do I get support?

[Imran_ruckus]

Hi @DenisBourque 

Greetings!!!

Thank you for reaching out to the RUCKUS Lennar Home Community. 

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you are encountering issues with the RUCKUS setup. 

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

Please note, this Community Forum is meant to get assistance for the technical issues with the RUCKUS Device. If you have issues with the Cables or devices other than RUCKUS, we suggest you seeking outside help or a technician.

To check some extra details and to assist you, could you please provide the following information:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began?
2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

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

Please help me with ALL the above queries and 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

[DenisBourque]

It worked before it stopped.  I have another Ruckus in the house that is working fine.  The internet is working fine.  There were no power failures.  All the lights on this one are flashing at the same time.  I have images but the site will not let me upload them.  It says I don't have permission.  If you send an email I will respond with pictures attached.

[Imran_ruckus]

Hi @DenisBourque 

Thank you for the response and the update.

Please log into 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

[DenisBourque]

Did you get the pictures?