Can connect new device

[ECI]

Greetings.

i have brought home a new work laptop as I have through out the years and will get very low connectivity. When I reached out to spectrum they always have “reset” modem and router and it has worked for the Ruckus system to then recognize it to the nearest access point. This computer for some reason no matter what I do will not connect to the ruckus. I have all other 19 devices and other dells that are all registering as a client. I did notice my other dell comes up as a client but not to a specific access point. I have reset the modem router and all access points. I don’t know what else to do. I’m up to date with all software on ruckus as well. If there is something I can change as a setting on this dell to allow it to be recognized that would be ideal. It’s not the system as it connects but needs an access point to have a strong enough signal to not have to be on the exact same door as the router. The whole point of these access points! Again. All other new and old devices are connected and recognized so I would love to know a work around or a known issue with newest dell precisions that would not be able to be recognized on an access point. Thank you. 

[Imran_ruckus · Accepted solution]

Hi @ECI 

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 your Laptop is not getting listed in the RUCKUS Access Points client list.

Could you please let me know if you can connect to the RUCKUS Access Point’s Wi-Fi network on this laptop?

If yes, you can check the laptop's MAC address in the Access Points Unleashed client list.

Please help me with the above queries.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[ECI · Accepted solution]

Yes. I have tried to connect and it will not to any access point in the house. What is odd is I have 11 clients and only 9 appear now on each access point and I wonder if it would be my extender that I had to purchase that would be hidden? 

[Imran_ruckus · Accepted solution]

Hi @ECI 

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[ECI · Accepted solution]

I can try my phone 

[Imran_ruckus]

Hi @ECI 

Thank you for your response.

Please note that to fix this issue, you will need to perform a physical factory reset of the Access Point from scratch using a paper clip and reconfigure it. Press and hold the reset button on the AP with a paper clip until the Configure.me network becomes visible.

Kindly refer to the following resources for detailed instructions:

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

Ruckus Unleashed Setup via Web Interface (Video):
https://www.youtube.com/watch?v=j8I5aVwMNMg

Thank you again for your patience.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[ECI]

Ok to be clear, once I complete the factory reset on the switch and everything comes back up what is the desired outcome from my main issue to be resolved? Will the traffic better itself and my new laptop will connect to an access point? 
Also, the Ethernet cord you asked me to take out of the C spot was the cord that goes directly into the router. It was not an Ethernet to an access point. Is the router connected Ethernet suppose to be in one of the 1-12 spots? It never has since it was originally set up 5 years ago? 

Will you please address both concerns before I hard factory reset the ruckus system. I just want to make sure we are still working toward the original issue and if I reset the ruckus the whole system won’t fail and I have to reconnect everything. 

[Imran_ruckus]

Hi @ECI 

Greetings!

Thank you for your response.

At this point, since none of the functionalities are working, the only viable option is to perform a full factory reset on the Access Point. While we cannot guarantee how the device will behave after the reset, this step is necessary to proceed further with troubleshooting.

Please note that after the reset, all previously connected devices will lose their connection to the current Wi-Fi network. You will need to reconnect them to the newly configured network.

Again just to reiterate, if you are experiencing issues only with your laptop while other devices are working fine, the problem may be isolated to your laptop.

Regarding your question about the Ethernet cable connection to the 12 ports: yes, it is necessary for recent software upgrades and proper functionality.

For detailed instructions on setting up and configuring your RUCKUS Lennar Home devices, please refer to the following Knowledge Base article:
https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/RUCKUS-Lennar-Home-devices-C...

I hope this information is helpful. Thank you again for your patience.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[ECI]

Ok I will move the Ethernet that is going from my router to a 1-12 port but I will say this is what caused all my connected devises to not reply onto any internet connection last time I tried it. Can you share what the update was and why it was needed to move this Ethernet cable to a port 1-12? I would just like to know what the benefit is in doing this action before I try the factory reset on the AP. 

[ECI]

Hello Imran, I moved my ethernet cable that goes to from the router into a 1-12 port. When doing this action one of my AP according to my Ruckus APP states its offline, but there is FULL power and the Control lights are on, so Im wondering if the ethernet cable end is just bad and needs replaced and isn't catching the internet connection as all clients moved to anther AP- Since this port is my MASTER and you have requested to RESET this AP , I am having the end of this ethernet replaced and see if this repairs so I can get a connection prior to resetting it. My questions to you Imran- when I pull it out of the switch- as the light is AMBER now so I assume its just not fully connecting and have repaired, and the repair can I just plug it back in the same port and assume operation, or is there a reset I need to do? I think this happened a couple years ago and I just took it out, repaired the end and popped it back in and no other action was needed. Can you please confirm, and then I will proceed with the factory reset on the master. Thank you Imran!