R510 update needed?

[Gunner]

We are experiencing buffering issues on our TVs during peak times and suspect it is coming from our Ruckus R510, especially since our HOA upgraded to a very high Spectrum speed.    We cannot access Configure.Me and the website the community points us to no longer exists.  We know the serial number of the R510 but not the password.  Several of our Lennar HOA members are replacing their Ruckus equipment for other brands because they cannot navigate the upgrades.   Our system was installed by Amazon Tech Services.   Is there any phone support available for Lennar homes?> 

[Imran_ruckus]

Hi @Gunner 

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 you are encountering intermittent internet connectivity via RUCKUS devices. 

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

To better assist you, could you please provide the following information:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began?
2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

Please log into your RUCKUS Account before uploading these photos/screenshots.

Please help me with above details and should you have any further questions or concerns, feel free to reach out. 

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[Gunner]

Hi Imran,   The issue is with the TV's buffering.   The Spectrum tech recently tested onsite and indicated that we have an excellent signal .  He thought given that the R510 has not been updated since new 6 years ago that an update might help.  We have had this buffering issue for several years.    Three green lights and one amber light illuminated on the R510 and 4 green lights on the Ruckus switch.  (see photos).   The only connection to the Rukus switch s a single R510.  Laptops are all working fine with the wireless.  A neighbor had similar issues with not being able to update his 510 and switched to another brand which made a big difference.   I don't see a place to attach photos so I'll send them to your direct email. 

[Imran_ruckus]

Hi @Gunner 

Thank you for the response and the detailed information.

The pictures can help us more, Please log into your RUCKUS Account before uploading these photos/screenshots of the RUCKUS Switch and Access Points. (Refer to the screenshots below)

Should you have any further questions or concerns, feel free to reach out. 

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support