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 

Thank you for the response and the update,

As you have 2 APs unplug one of them, perform factory reset on ONE connected Access Point, once completed plug the other one back to any 1 in-12 ports on the RUCKUS ICX-7150-C12P Switch.

Thank you again.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[DenisBourque]

I did try the reset button and held it for 20 seconds.  The power light and one yellow light were on prior to pushing the reset button.  Now there are no lights.  I don't think it is going to work.  Whatever shorted out in the Ruckus unit also burned the connector on my house wiring.

[Imran_ruckus]

Hi @DenisBourque 

Thank you for the response.

Apologies, as per the picture the RUCUS Access Point is operational with the normal light status.

As informed earlier, 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.

Please note, effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email or remote session. We will be exclusively supporting customers via this community forum support model only.

This forum is on best best-effort support basis.

However, if you continue to have difficulty following the steps, we recommend that you seek outside help or a technician.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[DenisBourque]

The issues with the cable plug are as a result of the Ruckus device having a short and failing.  Where do I go to get a new Ruckus and where do I go to have Ruckus pay to repair the wiring in my home that their unit damaged?

[DenisBourque]

Does Ruckus refuse to support their equipment that is installed in a Lennar home?  I was not looking for "Community support" or to be treated like a second class citizen because I purchased a Lennar home.  Will anyone at Ruckus offer any support or because it is in a Lennar home they just walk away?