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 your response.

Please note that RUCKUS does not currently have an active contract with Lennar. As previously mentioned, this forum operates on a best-effort support basis, and cable-related issues are not within the scope of RUCKUS services.

Additionally, RUCKUS does not provide on-site technical support for Lennar Homes, as we do not have dedicated technician teams for such requests.

I recommend testing the Access Point with a new or alternative working cable to verify if that resolves the issue.

Please let me know if this solution works, or Please elaborate on how AP is failing since from picture it is powering on.

Thank you again for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[DenisBourque]

I plugged it back in and the lights came on.  However, after I pressed the reset button it shows no lights.

I don't understand who I am emailng with.  Are you a Ruckus employee?  Why does Ruckus refuse to support their units, only if you have a Lennar home?  How long is the warranty?  The fact that Ruckus no longer has a relationship with Lennar should not make a difference in customer support.

[Imran_ruckus]

Hi @DenisBourque 

Thank you for your response.

Yes, we are RUCKUS Employees.

Please note that RUCKUS does not currently have an active contract with Lennar. As previously mentioned, this forum operates on a best-effort support basis, and cable-related issues are not within the scope of RUCKUS services.

Additionally, RUCKUS does not provide on-site technical support for Lennar Homes, as we do not have dedicated technician teams for such requests.

I recommend testing the Access Point with a new or alternative working cable to verify if that resolves the issue.

Please upload a video of the process you are trying on the Google drive using below link.

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz

Thank you again for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[DenisBourque]

I understand that you no longer have a relationship with Lennar.  However, the defective Ruckus unit has damaged the plug on the Cat 5 cable in my home.  I should not incur an expense because your product that is only 2 years old malfunctioned.  The lack of support means that I will have to hire someone to put a new plug on the cable and buy a new Ruckus unit to replace the defective unit.  I should not incur an expense necessitated by a relatively new unit that failed.

[Imran_ruckus]

Hi @DenisBourque,

Thank you for your response.

From the pictures you shared I see the AP is powering on.

Could you please upload a video of the factory reset process you are attempting to the Google Drive folder using the link below?

Google Drive Folder Link

Thank you once again for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community