Locked Out and No Recovery Email

[rbuca1]

I recently upgraded my router and started having connectivity issues w/ the APs - would disconnect after a few minutes.  I did a factory reset and created a new account - but like a dummy I didn't save the PW nor turn on the email recovery option.  So now I'm locked out and unable to get into my account.  I tried hitting the reset button on the AP's but it just does a power cycle and restarts.  

[Imran_ruckus]

Hi @rbuca1 

Thank you for the information you shared.

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

1. Was this working before or is it a new installation?

2. 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)

3. 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).

4. 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.

[rbuca1]

Aplogioes, Imran

1) Yes, it's been working great until I installed the new Nighthawk Router (replacing Orbi).  

2) Lights are all green

3) Internet works just fine - currently just getting the connection directly from the Nighthawk Router instead of the Ruckus.

4) 3x AP's - all lights are green.

I just need to be able to access my account again.  I'm locked out and I neglected to save the login info (such a noob) while I was setting up the new router.

[Imran_ruckus · Accepted solution]

Hi @rbuca1 

Greetings!!!
Thank you for the response and the update.

As per the pictures you shared, the Switch and the Access Points seem in a normal state.

We may now need to factory reset the APs. Please follow the below process to factory reset your APs to configure them with a new SSID with new login credentials to the unleashed system.

IMPORTANT NOTE: To perform a factory reset correctly on one of the access points, you must disconnect the rest of your other access points from the "ICX-7150-switch". For example, if you have 3 access points, you should go to the switch and disconnect 2 of the cables to turn off the "2 access points" and only leave 1 connected with which we are going to work the factory reset once you configure the access point and make sure all is good, go ahead and reconnect the other Access Points back.

As you have 3 Access Points in your case, remove the cables of any TWO Access Points, and perform the factory reset on the ONE connected access point. Once you complete it, connect the unplugged Access point cables back to the Switch ports and they will sync up with the configurations from the factory reset Access Point. 

Physical Factory Reset of RUCKUS Access Point:

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

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Password recovery setup: (HIGHLY RECOMMENDED IN CASE YOU FORGET YOUR USERNAME/PASSWORD IN THE FUTURE)

https://www.youtube.com/watch?v=sqnG8fupaLk

Please let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[rbuca1]

I’m back on and was able to create a new login - thanks!  However, the connection seems to timeout and disconnects. Is there a guide on which settings I should be using?

[Imran_ruckus]

Hi @rbuca1 

Greetings!!!

Thank you for the response and the update.

Great!!! Good to know that you successfully performed a factory reset to the Access Points.

Could you please let me know if you are getting any timeout alerts or if there is any intermittent Internet connection via RUCKUS Setup? Please share a screenshot if there are any errors.

Please help me with the above query/screenshot 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.