No lights illuminating on 2 APs (Lennar Home)

[waterskigirl]

Can anyone help with troubleshooting tips / where to start, please? We have an 8 yr old Lennar home . AT&T came out and changed out our modem a few months agoand I believe that's when the APs stopped working. I look in the "data/cord cabinet" in the laundry room and have NO idea where the 2 RUCKUS cables are...or plug in...etc. Completely tech challenged so would truly appreciate some basic training.  I called the Lennar Ruckus Support line (877-676-8641) but it has been disconnected. Thanks in advance!

[waterskigirl · Accepted solution]

Hi Imran- wanted to give you an update… you can officially close this ticket out. I ended up having to call Lennar who had one of the original architects of the ruckus/AP set up in 2017 in our community. He came over for a few hours and ended up getting rid of the router and put in a POE switch instead. Have full Wi-Fi now. Thank you so much for the correspondence and your patience. !!

[Imran_ruckus]

Hi @waterskigirl 

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 your RUCKUS Access Points have no power.

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. 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.

2. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
 

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

Please help me with 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 Support

[Imran_ruckus]

Hi @waterskigirl 

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.

Thank you.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[waterskigirl]

Hi Imran! I'm so sorry for the delay, but thank you for your follow up! I thought I could check this for you and get back to you, but I do think I'm going to need someone to come to the house to help. I have ZERO idea which are the 2 cables from the ceiling wifi extenders so have zero idea what switch, what outlet you are talking about. My brother will be here on Friday and I'll see if he can help. I called the Geek Squad at Best buy to come out, but they cannot come out to help fix it...only set up something new. Should I call AT&T, my ISP? i was trying to attach a pic of one of the ceiling mounted wifi extenders, showing no lights, but i don't have that icon available??!! . Thank you!!! 

[waterskigirl]

actually...now i see it..sorry. Here is the pic of one of the extenders.one of 2 wifi extenders (ceiling mounted) without power/ lights