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!

[Imran_ruckus]

Hi @waterskigirl 

Greetings!!!

Thank you for your response and the detailed explanation.

Let me help you get this resolved as quickly as possible.

Could you please unplug the ethernet cable connected to the affected AP/Extender from the RUCKUS ICX-7150-C12P Switch and plug it back into any other available 12 ports (1–12)?
(Please refer to the screenshot below for guidance.)

Once done, check if the extender powers back on.

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[waterskigirl]

Hi! thank you for your quick response. I don't have a "RUCKUS ICX-7150-C12P"  But, are these 2 white blocks (encircled in pic attached) dedicated to the 2 ceiling mounted wifi extenders?

If so...I have followed them into the AT&T wifi Gateway and plugged them into open ports of the router...and the lights on both WiFi extenders were still off. 

[waterskigirl]

wifi extender plugs?

[Imran_ruckus]

Hi @waterskigirl 

Greetings!

Thank you for your response and the information.

Could you please take the affected Access Point off the ceiling and try performing a factory reset using a paper clip? For this process, please ensure that the unit is powered only by a 12 VDC external power adapter and NOT connected via the PoE (Power over Ethernet) switch cable. (Refer to the Screenshots below)

Usually, you will find the 12 VDC adapter connected to your ISP’s Router/Modem-Router combo device.

For your convenience, here are the instructions and helpful resources:

Physical Factory Reset of RUCKUS Access Point:

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

Ruckus Unleashed Setup via Web Interface (Video):
https://www.youtube.com/watch?v=j8I5aVwMNMg

Video Guide to Unmounting the Access Point (Please refer to the below video from 3:30 Minutes to learn how to get the AP off the ceiling.):
https://www.youtube.com/watch?v=vFD_ByQWGH0&t=42s

Please let me know how it goes or if you need further assistance.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[waterskigirl]

Thank you Imran! I’m going to need help from my brother to look this over this weekend. Thank you again and I’ll get back with you in the next few days!