R510 drops signal in various locations

[mjdugan]

I have two R510s that I’ve discussed with Ruckus agents on troubleshooting and unfortunately we’ve deemed these units to be faulty as they intermittently drop connections in certain areas of my home. Swapping the leader/follower status of the APs, and swapping their physical locations, haven’t changed the behavior nor solved the issue. Ruckus agents said I need to send these devices in for investigation and potential replacement, but I didn’t have alternative access points to keep internet while I waited. Now I do, so I’d like to replace these ASAP.

R510 S/N: 492072004726

R510 S/N: 342072010769

[Imran_ruckus]

Hi @mjdugan 

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 understand that your RUCKUS setup is not working with intermittent Internet connectivity.

Apologies, effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email or remote session. We will be exclusively supporting customers via this community forum support model only.

Please note, as per our policy we cannot replace the device without troubleshooting the issue.

Could you please let us know the answers to the below queries to assist you better?

1. Was this working before or is it a new installation? If it worked before, was there any power outage before you started facing this issue?

2. On your switch while it's plugged into the outlet, do you see any lights on? (Amber or green) Please let us know which lights are on. (Please refer to the below picture and share a picture of the same, showing the light status and the FULL Switch panel cable connections to the Switch ports)

3. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from the Router to a laptop/PC).

4. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. Also, light the status of Access Points.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let me know the answers to ALL the above queries or let me know if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.