Internet is unstable when connected to Ruckus APs and not able to login to Unleashed App on iphone

[swapniljoshi7]

Internet is very unstable when connected to Ruckus APs and not able to login to Unleashed App on Iphone. We had a short power outage on August 25th and since then the internet is unstable when connected to Ruckus APs.
I tried logging into https://www.unleashed.ruckuswireless.com/admin and I observed that the ICX Switch(CX7150-C12) shows Disconnected. 
I tried looking on the forum but couldn't find any right solution to resolve this issue. 

Any assistance/help from your side would be highly appreciated as it is affecting our work.

Thanks,
-Swapnil Joshi (swapnil.joshi777@gmail.com)

[Imran_ruckus]

Hi @swapniljoshi7 

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I understand that Internet connectivity via RUCKUS devices is unstable after a power outage and unable to log into the Unleashed App. And Switch is showing disconnected in the web Unleashed system.

Could you please let us know the answers to the below queries to assist you better?

1. On your switch while it's plugged into the outlet, do you see any lights on? (Amber or green) Please let us know which lights are on. (Please refer to the below picture and share a picture of the same, showing the light status and the FULL Switch panel cable connections to the Switch ports)

2. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from Router to a laptop/PC).

3. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. Also, light the status of Access Points.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let us know the answers to ALL the above queries or let us know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[swapniljoshi7]

Hello Imran,

Thank you for your prompt response on this one.

I have uploaded all of the required images of the Switch(showing all the current lights, AP1, AP2 and current Switch status shown under the unleashed admin panel). Please find all these images below.

Please let me know if you need anything else and how can we resolve this. I look forward to hearing from you.

Thanks,

-Swapnil

[Imran_ruckus]

Hi @swapniljoshi7 

Thank you for the response and the detailed information you shared.

As per the pictures you shared, light status of the Switch and the Access Point seems to be normal.

This issue may happen when the Switch runs on the Routing code (SPR). The Switch should run on the Switching code (SPS) to avoid these issues for Lennar home users. If the Switch boots up on the other partition (Due to a power outage/power spike) which may be running on a ‘Routing Code’ results in causing this issue. To check the same please follow the below process.

Please follow the below steps and help us with the queries,

1. To check this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily. 

How to find my Ruckus “Devices IP address” using free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Device...

2. Once we identify the IP address of the switch proceed to access remotely to the device “Command Line” 

How to remotely access to 'ICX 7150-C12P' or 'access points' "Network devices":

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-IC...

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command 

enable 

show version

show flash

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and let me know if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[swapniljoshi7]

Hello Imran,

I have a Macbook and I am following the the steps given in the article you provided -- https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-IC...

using command line. But its giving the error -- "ssh: connect to host 192.168.254.22 port 22: Host is down"

Please see the attached for the same.

Can we hop on a quick call to get this resolved sooner than later?

Thanks,

-Swapnil