R510 Access Point Dead

[seanadam]

My access point was whirring all weekend. It has a red dot, and is showing offline in the app.

We paid an IT person (a lot) to take it off our ceiling. He confirmed it is dead. It is supposed to be under warranty.

I'm trying for the 7th time to make this post. I've been hung up on by Ruckus support multiple times.  Very concerning.

Please help and let me know what I need to do to process my warranty. 

Respectfully,

[Imran_ruckus]

Hi @seanadam 

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 Point is not working with a Red LED. 

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

Could you please let me know if you tried to reset this Access Point using a paper clip?

If not, please try it once following the below RUCKUS Lennar Knowledge Base self-help article.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Factory-reset-process-of-the...

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[seanadam]

Imran,

I'm going to try to keep this cordial and professional.

I must impress upon you that I've already paid an IT person to bring a full size ladder into my home to pull the broken AP down from my vaulted ceilings that was whirring all weekend long and confirm it is dead.

I'm trying SO hard to play ball to do what is necessary to fulfill the necessary obligations in order for Ruckus to stand by their warranty commitment on their product.

I grabbed a paper clip, the bad AP, and was ready to go. Like you, I work for a living. Unlike you, this is not my area of expertise, and not what I want to be doing on a Thursday evening.

I then read the instructions you provided and learn that I am expected to take down the other two APs, which are also located on two separate vaulted ceilings thus I would need to pay someone once more to bring a ladder back into my home to remove them, and then pay them again to return to put them back after Ruckus agrees that my broken AP is indeed broken. I will then need to go into the app and perform actions that are simply above my head, therefore, I will also need to hire an IT person (again) to verify (again) that my AP is not functioning.  Mind you once I finally do get a new AP, I will once more need to pay them to come back and install the AP.

As you can sermise, it would be more cost efficient for me to buy a brand new AP. And that is not fair.

Can you kindly provide me with a reasonable alternative to spending hundreds of more dollars and devote multiple more hours in an effort for Ruckus to verify their product has in fact malfunctioned. Your current proposal is not tenable. 

Respectfully,

[Imran_ruckus]

Hi @seanadam 

Greetings, and thank you for your response.

Please note that there is no need to remove the other two Access Points from the ceiling you mentioned.

Kindly try resetting the defective AP using a paperclip by pressing and holding the reset button. If you’ve already attempted this, please share the following details with us so we can take it forward:

We kindly request that you connect your RUCKUS R510 Access Point (AP) to a functional power outlet and share both pictures and a video showcasing the light status, the cord connected to the AP, and its connection to a working power outlet with a 12 VDC external power adapter. Usually, you will find the 12 VDC adapter connected to your ISP’s (Internet Service Provider’s) Router/Modem-Router combo device. Please refer to the example pictures provided below for guidance.

For the video upload, we have created a designated link for your convenience. You can access it via the following link: (Refer to the EXAMPLE VIDEOS from this drive link)

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

If you have any questions or need further clarification, please don't hesitate to reach out.

Thank you once again for your patience and cooperation.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community.

[seanadam]

While this is indeed easier. My AP doesn't have 12 VDC power adapter. 

Apparently it was powering from the yellow network cord in the ceiling.

In any case. I'm happy to try and paperclip the AP and power it from the yellow cable hanging from my ceiling and give you the results this evening.