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

[Imran_ruckus]

Hi @PDBars 

Thank you for the response and the information you shared.

All the RUCKUS Access Points need to be on the same version in order to get them in the same Unleashed system. We can bring all the Access Points on the same version including the New one, then you just need to connect it to the Switch port and it will get sync up with your current unleashed system. If that doesn’t work unfortunately, we have to perform software recovery like we tried earlier.

I believe your current Access Points are on an older version which is the reason you are unable to log into the RUCKUS Unleashed Application on your smartphone.

We suggest you upgrade your ALL RUCKUS R510 Access Points to version 200.14.6.1.203 which is recently released.

Please refer to the below videos for the Upgrade process:

RUCKUS Unleashed Online and Local Firmware Upgrade Configuration using Browser UI

https://www.youtube.com/watch?v=Kasvo2S3fhc&t=217s

Please refer to the below video showing the process of Local Upgrade. (If online Upgrade does not work)

https://www.youtube.com/watch?v=vCqiH2Aoxlk&t=66s

Please refer to the below screenshot and link to download the file for Local Upgrade.

https://support.ruckuswireless.com/software?filter=91#sort=relevancy&f:@source=[Software%20Downloads]

Once you upgrade your ALL Access Points, please uninstall the Unleashed application and install the updated one. And try to log in.

Please check 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]

Thanks for the updated information on the upgrade process.  I reviewed the videos and was trying to upgrade the two APs.  Neither one showed in their status that they needed to be upgraded.  I am currently in the unleashed browser app using the Upgrade tab.  It is waiting on upgrade information to load...  See image below:

How long should this process take?  I have been waiting about 30 mins so far...

Thanks!

PDBars

[Imran_ruckus]

Hi @PDBars 

Greetings!!!

Thank you for the response and the update.

Please try to upgrade using the Local Upgrade option and let me know if any issues.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[PDBars]

Tried and failed - the Unleash browser app will not let me select the local upgrade option...

The window does not let me select anything...

My devices should have been registered by Lennar when installed four years ago.  Maybe they did not complete that process.

What do we need to do to confirm that?

FYI - I tried using the registration process in the Unleashed app, but it hung-up and never allowed me to complete the registration process.

PDBars

[Imran_ruckus]

Hi @PDBars 

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

Could you please try to reset your Access Points once again as I don’t see your Access Points listed on the upgrade page in the picture you shared. Please note, factory reset will wipe out the current Wi-Fi network and other configurations.

Please share your Access Points serial numbers so that I can check them internally with its designated team if they are registered.

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.