Clients Connecting to wrong Ruckus AP

[Jhendex]

Hi all,

I have a Ruckus Home Unleashed system with 3 APs (one on each level of the home). Recently, my MY Q garage door has been opening and closing by itself, and responding inconsistently to remote access.  After some digging, I noticed that the system has been bypassing the ground level AP, which is feet away, and assigning itself to the 2nd level AP.  Because of the build material of the home, there is not a strong connection between floors, so this is causing an issue in this and some other devices that are doing the same thing.   My question is, how can I re assign devices in the home so that they connect to the closest AP, the one that is on the same floor?  

[Imran_ruckus]

Hello @Jhendex 

Greetings!!!

I hope this message finds you well.

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

I appreciate the detailed information you have provided.

Based on your case description, it appears that some of your devices are experiencing issues connecting to the RUCKUS Wi-Fi network. 

This problem may occur if the devices are inadvertently connected or mapped to different Wi-Fi networks or SSIDs from the Access Points.

We recommend that you forget the existing networks on the affected devices and create a new Wi-Fi network. You should then map the devices to this new network.

For detailed instructions on how to create a new Wi-Fi WLAN Network/SSID, please refer to the following resources:

• Creating a New Wireless WLAN (SSID)
• Instructional Video

Please let me know if this resolves the issue or if you have any further questions.

Thank you for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

[Jhendex]

hi Imran, thank you for your reply. I just want to make sure I understand your response correctly. Are you saying that they are connecting to a different network than my home Wi-Fi network? As of now I have one single network and one single SSID with a 2.4 and 5 GHz signal. So these devices shouldn’t be connecting to anything other than the Wi-Fi network they are assigned to, the single Wi-Fi network in my home. however, I went into the ruckus Unleashed app and saw that my AP’s have devices assigned to them that are on different levels of the house. for instance, my garage door is on the first floor, yet it is assigned to the second floor AP. My Samsung sound bar is on the second floor, yet it is assigned to the third floor. I would like to keep one single network and not have three separate SSI IDs in the home, so that all my devices can continue to talk to each other. Am I misunderstanding your response? 

[Imran_ruckus]

Hi @Jhendex 

Thank you for your response.

Yes you understood it correct. As you mentioned you have single Wi-Fi network/SSID from your RUCKUS APs, please note, if they are connected on any AP with same Wi-Fi network/SSID, it should not cause any issues.

However, I suggest forget network on affected devices and connect it once again.

Additionally, Can you confirm if your RUCKUS setup was previously operational in a expected we, and if there were any power outages before the issue began?

Please follow the above process and help me with the answers.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi  
RUCKUS Lennar Home Community

[Imran_ruckus]

Hi @Jhendex 

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