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 

Thank you for your response and the update.

Typically, the 12 VDC power adapter will be connected to your Internet Service Provider’s (ISP’s) router or modem-router combo device. You may check with the same adapter and send us the details requested in my previous post.

I truly appreciate your understanding and patience as we work through this.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[seanadam]

Good evening Imran,

I've uploaded both a photo and video as requested.

We were able to power the AP using the yellow cable from the ceiling. The only 12 VDC cable we found in our home would not fit in the small space provided.

 When we tried to perorm a factory reset it was not responsive. We've provided a video to this end. 

Respectfully,

[Imran_ruckus]

Hi @seanadam 

Greetings!!!

Thank you for the response and the VIDEO.

Based on the troubleshooting performed, it has been confirmed that the issue persists despite resetting the Access Point and verifying all connectivity and connections. This is the only Access Point that is non-functional, showing no signs of working. As such, this ONE Access Point appears to be faulty and should be processed for RMA (Return Merchandise Authorization), meaning it should be replaced.

Feel free to contact us via chat. Copy and share the link from the post (URL), and Access Point serial number, paste it into the chat when prompted to start the unit replacement.

Please follow the steps as shown in the example below:

As shown in the below picture, copy the link and share it via chat from the link provided:

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers as Accepted solutions.

Please let me know if you have any queries in this regard.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[seanadam]

Hi Imran,

I'm at the "product picker" screen. I've selected the R510, but then it wants me to choose from t seperate software releases which all appear to be a series of numbers that look like IP addresses. 

I got on the my Ruckus app to try and see what the other switches are, but no luck. Even the firmware is another number that is not an option.

Can you help me out?

I appreciate your help.

[seanadam]

Imran,

I've uploaded a screenshot of the software being offered at the product picker page, as well as a screenshot which shows the firmware of my current APs. I also uploaded a photo of the back of the broken AP.

Would really like to get this sorted.

Thank you.