Not connected to an Unleashed network

[JTD]

I had not updated my access point in years so I tried logging into the app and it said I wasn't connected to the Unleashed Network.  So I reset the two access points I have and went through the install process again by connecting to the "configure.Me" wifi and when I was done, went to login to the Manage Network it still says I'm not connected to the Unleashed network.  I enabled the mesh network and changed the name of the network.  I want to make sure the access points software is up to date and in the future I can update them with the app, but now I can't login again.  Help please.

[ExodusV]

I have a similar question I am a Lennar home (pre-installed). I had never updated my AP (R510/310). I purchased in 11/2019. When I attempt to log in to the AP I see the logon page, but when I enter credentials, it tells me no data sent, as if the AP software does not exist. I am wondering if I need to update the firmware or something to see the post log in screen? I am not sure what I am doing so if there are simple instructions, I would appreciate it. 

[pinky_ruckus]

Hello @JTD ,

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

As per the case description, , I could understand that you are unable to login to the Unleashed App.

Could you please try accessing your Unleashed system using a laptop web browser? You can do this by entering the Master AP IP Address or by visiting https://unleashed.ruckuswireless.com/. Just make sure you're connected to the RUCKUS Wi-Fi network.

If you’re still unable to access it and don’t know the IP address of your access points, please refer to the guide below for help in locating the IP address:

How to find the IP address of RUCKUS devices using free applications:
https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-find-the-IP-Address-o...

Once you've found the IP address of the AP, you should be able to log in and see the Unleashed dashboard. 

Please check the current version of your Unleashed Access Points and share a screenshot of the same.

Please refer to the below screenshot for more information on how to know your Unleashed Access Points version details.

Please help us with the above requested information and let us know if you have any queries in this regard.

Thank you again for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

[JTD]

Hello,

I appreciate the response, however, when I went to https://unleashed.ruckuswireless.com/. it says that my connection is not safe and wouldn't let me access the website. Similar issues with the links to the How to find my IP address recommendations.  I ended up climbing up on a ladder and resetting my two access points, and when I did this I was able to see the Configure.me wifi connection for the app.  I setup the access points again and made sure to update them, and then changed the name of the network again back to my original name.  Once I changed the name of the network, the app no longer recognized it as an Unleashed Network and I can't run updates.  So I will just have to reset the network every year or so to run updates.  Does this make any sense?  Basically, a giant work around.

[pinky_ruckus]

Hello @JTD ,

Thank you for the response and really appreciate your patience.

From the response you shared, I understand that you are unable to manage the Unleashed app on your Phone.

I would request you to please uninstall the Unleashed app and reinstall the latest version and try logging in with the login credentials.

I understand that it feels like quite a workaround. It sounds like you’ve put in a lot of effort to troubleshoot and get the access points back online.

When you rename the network, the app may no longer recognize it as the same Unleashed setup because it identifies the network by its internal configuration rather than just the SSID. That’s why it loses connection to the management interface once the name changes.

Please let us know if there are any queries in this regard.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community