Need Assistance adding R510 AP to successful and active system with ICX7150-C12P and two R510 APs

[PDBars]

Pack Forum Assistants:

I recently purchased a new R510 AP and want to add it to my existing Ruckus system (uses an ICX7150-C12P and two R510s).  I have reviewed the forums and followed the processes posted (as well as the instructions in the R510 AP box) but was unable to link it to my current network.  I have laid out my situation in three sections:  What I am looking for (REQUESTS), Some notes about my current configuration (NOTES), and the list of the issues encountered as I tried to use the Forum info to resolve my problem (ISSUES SUMMARY).  So far, over 5 hours invested in trying to get this to work...  PLEASE HELP!

REQUESTS:

1.  Enable R510 AP to be connected to existing network without destabilizing current successfully operating network.

2.  Learn how to see the Ruckus Devices using my Ruckus Unleashed iPhone app.  I cannot access my current equipment using the iPhone app.

NOTES:

A.  When first installed 4 years ago, it took multiple tech visits to successfully configure and stabilize the Ruckus network and get both R510 APs working cleanly.  Since then, it has worked very well, including restarts after power failures.

B.  The network rides on a Spectrum Modem and Router.  The Modem was upgraded last year by Spectrum.

ISSUES SUMMARY:

1.  Never saw the "Configure.Me-xxxxxx" WLAN appear in either my laptop or my mobile phone during any of the process steps.

2.  Used the mobile phone to create a "Configure.Me-xxxxxx" WLAN using the last six digits of my R510 AP Mac Address.  When I did this, a new WLAN appeared titled "island-xxxxxx" with the last 6 digits of my R510 AP Mac Address.  Tried multiple times to connect to this WLAN on both my PC and my iPhone but unable to find the correct password.  Confirmed this was my new R510 AP by disconnecting it - the AP/WLAN only appears when it is connected and powered up.

3.  Did a factory Reset following the Forums factory reset steps.  "island-xxxxxx" WLAN still appears after this process.

4.  Connected the R510 AP to my PC Laptop using an ethernet cable and separate AP R510 power cord and still did not see anything different.

Thanks in advance...

Paul

[PDBars · Accepted solution]

I am not willing at this time to reset the network - since the two AP devices I have are working.

Additionally, since this is an open forum - I do not want to send you the serial numbers via this mechanism - as advised by the forum guidelines.  Please provide a phone number that I can use to discuss this...

Thanks!

PDBars

[PDBars]

Good Day to you all... - and the fun continues!!

Per your latest update, I again tried resetting the master AP (original working AP) with the other two APs disconnected.  After multiple (5+) attempts using the reset process (pressing the reset button with a paper clip, seeing the red light, holding the button down for 20-30 seconds and then letting go), the device would restart, but never show the Configure.Me-xxxxxx WLAN.

After trying multiple resets of the master AP without success, just to see what would happen, I decided to reconnect the other APs.  Once the master AP fully booted up, I reconnected them.

Here are the Results:

1.  The original two APs are working again on my home Spectrum network.  I confirmed that both have IP addresses within my Spectrum network.  I confirmed this using the MySpectrum app.  They both show connected, and I can review the device info for each AP (IP address and MAC address).  I confirmed that a separate IP address was issued to each working Ruckus R510 AP.

2.  I validated that my ISP (Spectrum) connections are functioning correctly.  We have internet access throughout this network on many home devices.  Additionally, I can watch the Ruckus AP's connect with devices by observing the 5 Ghz and 2.4 Ghz lights on both Ruckus APs changing from yellow to green, as they support the various IOT devices on my home network.

3.  The new Ruckus R510 AP (with the island-xxxxxx WLAN) still displays that way as a separate WLAN in both my iPhone WiFi list and on my PC Laptop WiFi list.  As expected, the MySpectrum app does not show that the island-xxxxxx WLAN device is active on the network.

So we are still having an issue connecting with and updating the new AP (island-xxxxxx WLAN device).  So here are my questions:

1.  Since I did not set a password for the island-xxxxxx WLAN device, is there a password that it would have defaulted to that can be used to access the device?

2.  Is there a way to connect this specific Ruckus R510 AP (island-xxxxxx) to my laptop and see the device's configuration settings (including the firmware version) so that we can modify it independent of having connect on the network?

2.  Can this be done using the Unleashed Web Browser version?  If yes, how would I do that?  If no, what software do I need or steps would I need to follow?

3.  I have only been successful seeing the Configure.Me-xxxxxx device one time during the many reset attempts.  When it was visible, I used the Unleashed Browser to complete the Ruckus setup per the instructions that have been provided by Ruckus.  However, other than that one time using the browser, I have not found a way to access my current Ruckus Switch and APs using any Ruckus software to see their configuration information while they are active on the Spectrum network.  Is there a way to do that?

4.  Let me know what should be done next?

5.  If I am unable to make this work, through your assistance, by this Friday (tomorrow), I need an alternate path.  I see the following options:

     a.  Can I talk with someone on the phone to make this work?

     b.  Does Ruckus have a list of technicians or consultants in my local area that I can contract with to see if they can resolve this issue on site?

     c.  If we can't get this new device to work, do I need to send it back and ask for a replacement device?

     d.  Another alternative is to pull out the Ruckus system and replace it with a competitor's product - that is not my preference, but it is an option, although it would be a very disappointing one.

Since I invested another $300+ on this new device, in addition to the many hours spent this week trying to troubleshoot this, I really need this current solution with the new AP to work.

Thanks again for the time you are spending reviewing these comments and providing possible corrective paths, in support of this effort to resolve the current dilemma!

Waiting and watching for your response!    😉

PDBars

[Imran_ruckus]

Hi @PDBars 

Greetings!!!

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

May I please know, if you tried to connect to the island-xxxxxx and try the factory reset process the same way as connecting to configure.me-xxxxxx SSID?

Also, could you please let me know from where you ordered this New Access Point? Please share a picture of the New Access Point.

Please share the above requested queries 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.

[PDBars]

Hello,

Thanks for the quick response!  Here are the answers...

1.  I did try to reset the R510 AP (island-xxxxxx) device multiple times, independent of the working APs.  No success in seeing the Configure.Me-xxxxxx during these reset attempts.

2.  The device was purchased on Amazon.com - vendor was NewFront USA.

3.  What do you need in the picture of the new AP?  I can provide the serial number and MAC address if needed.

Great News - I was able to get the unleashed.ruckesswireless.com/admin path to open using my credentials that I set two days ago.  I could see my devices using my browser.  Still not seeing them on the unleashed iPhone app, but at least I can see them.  Yeah!  

Let me know... 

PDBars

[Imran_ruckus]

Hi @PDBars 

Thank you for the response.

Good to know that you can log into the Unleashed system.

As I checked internally you will have to place the replacement of the RUCKUS R510 Access Point on Amazon, since it is not getting factory reset, is a defective one and you have ordered it from Amazon.

And we can work on the Unleashed application issue later at once.

Please 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.

[PDBars]

Thanks for the prompt response.  We have shipped the R510 AP back to Amazon and will order a new one tonight.  Once I get it I will let you know.

To make sure I understand correctly, once we have the new device, I understand that these are the steps I will follow:

1.  Connect it to my current network.

2.  "Configure.Me-xxxxxx" WLAN should be visible and should be selected.  If not visible, I may need to use the reset steps (previously provided).

3.  Next step, not sure - after selecting the Configure.Me-xxxxxx WLAN, use the browser version of the unleashed app currently showing my devices or close that and open Unleashed.ruckuswireless.com so that it automatically connects to the network?  I want to retain the current network configuration, so what are the correct next steps to do that?

Thanks again...

PDBars