My APs are not connecting to internet

[nshah]

I'm currently having issues with my Ruckus access points not connecting to the internet. I'm in a 3-story Lennar home where the builder installed the APs for me. It was working fine until a few months ago. Not sure what's wrong. I have 1 AP per floor and now b/c its not working, I have to directly connect to Xfinity modem which doesn't provide proper coverage around the house. Please help! I need someone to walk me through how to troubleshoot this

[Imran_ruckus]

Hi @nshah 

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 you are encountering internet connectivity issues via RUCKUS devices.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

To better assist you, could you please provide the following information:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began?
2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

3. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

Please log into your RUCKUS Account before uploading these photos/screenshots.

Please help me with ALL the above queries and should you have any further questions or concerns, feel free to reach out. 

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,

Imran Sanadi  
RUCKUS Lennar Home Community

[Imran_ruckus]

Hi @nshah 

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. Please help me with the requested queries from my last post.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[nshah]

1. Its been down for months now but don't think its because of power outage. Just haven't gotten around to reaching out to you guys until now.

2. Yes I see green lights. See photos attached.

3. There are 3 APs connected to the switch. I see 4 out of 5 lights are on for master AP, and 3 out of 5 for the other 2. "AIR" doesn't have a light on any of them. See photos attached.

[nshah]

If it helps, here's what unleashed local portal shows. It doesn't show that the APs are disconnected and I'm still able to see and connect to my SSID ("King's Landing"). It just doesn't load any websites or takes forever to load any single one. I still have some IoT devices connected to this network and they seem to work but that's about it... Makes no sense.