Ruckus AP R510 - Not Resetting Properly to allow iPhone Unleashed App to Connect

[PDBars]

SUMMARY:

We have two R510s we are trying to configure.  When connecting to the Configure.me WLAN during the reset process, they never fully complete the connection allowing the AP to be connected and then allowing us to configure the AP using the Unleashed app on an iPhone.  We have also tried the same reset process using a browser connection on a laptop instead of the iPhone - still failed.  Configure.Me WLAN also requires S/N as password during connection - most Ruckus documentation and videos state that a password is not needed.  Both R510s are doing the exact same thing!!!

In mid-June we exchanged multiple threads on this topic but never achieved a successful connection.  The recommendation was to replace the R510.  Ruckus has also provided multiple links to Ruckus standard guides (YouTube, documents, etc.) but nothing addressed the specific issue of the iPhone Unleashed app's inability to connect to the Configure.Me WLAN during the reset process.

DETAILS:  During reset, the following steps were used:

1.  AP plugged into POE port on NetGear Switch; for the last test, made sure the second R510 AP is disconnected to ensure it does not interfere with the process.  Note:  We have done the next steps with both the second R510 AP unplugged and then active (since it is the master).

2.  AP Power Red LIght shows initially and then it turns to a solid green light.  CTL light flashes green.

3.  Configure.Me WLAN becomes visible on the iPhone settings - WiFi possible connections list.

4.  Configure.Me WLAN is selected for connection on the iPhone and it asks for a password - AP R510 Serial Number is used.

5.  Configure.Me starts the connection process but never finishes. It stays in a continuous loop trying to connect to the AP.  Loop never completes and never shows the WiFi symbol at the top of the iPhone.

6.  Attempt to use Unleashed App steps to configure AP Configure.Me WLAN.  The app indicates that you must connect to the Configure.Me AP WLAN before configuration can be completed.

None of the Ruckus materials that were provided in the mid-June thread stream gave us any information regarding why this is occurring and how to correct it so that the WiFi connection/configuration can be completed using the Ruckus iPhone Unleashed App.  At this point, the Ruckus tech recommendation was to replace the Ruckus R510.  We have two different APs now and still not able to complete the process.

My conclusion is either I am missing a specific step or both R510s are broken.  I have successfully configured/upgraded five R510s within the last year, so this current effort is becoming very frustrating.

Please provide specific instructions to address the issue.  So far, standard materials that have been provided do not address this specific issue.  If standard materials are not available, please escalate to a higher-level technical troubleshooter.

Thanks in advance for your time and consideration of this effort.  I am helping neighbors in our Lennar neighborhood with their Ruckus systems and this one has me frustrated!

Respectfully submitted - PDBars

[PDBars]

Imran,

I appreciate your suggestions, but I was not able to get the devices working with the information you provided, so I tried a different path.  Since we had purchased the R510s through Amazon, I leveraged the Amazon technical support path.  I was able to connect to an Amazon support staff member that worked with me until we found someone who could help.

Our first stop was with Neal (Ruckus).  Because Ruckus no longer supports home installations (their contract/agreement with Lennar was terminated back in 2022) and he supported business installations, he advised me that he could not help - Ruckus would not allow him to assist.  So that connection was closed and the Amazon Support member routed me to the technical support person for the third party (Three Kings Telecom) selling the Ruckus devices on Amazon.  He was very helpful and supportive!!!!  His name is Cory Tiller and he works for Teleconnect Direct in Suwanee, GA.  Email is cory@teleconnectdirect.net and his office phone number is 770-831-0933.  Ruckus should consider sending him business!  He was very helpful, patient and knowledgeable regarding Ruckus Products.  He walked me through a direct wired connection of the AP R510 to my laptop and then we stepped through the network configuration that allowed us to direct connect to the AP.  He also helped me get the latest version of the AP firmware/software to upgrade both APs.  This total process took less than 45 minutes.  I was glad I was able to finally update the devices.  He provided excellent technical support and Ruckus really needs to send him more work!

Your team should also consider working with Cory Tiller to create a direct wired connect method for updating APs.  This would be a very helpful addition to the Ruckus training and educational videos that have been produced.

Thanks again for trying your best.

As always, your customer and technical friend, 

PDBars

[Imran_ruckus]

Hello @PDBars 

Greetings!!!

I hope this message finds you well.

Thank you for your prompt response and for providing detailed information.

I greatly value your advice and I am committed to implementing it with my internal team to advance our efforts.

Your consistent support for your peers is truly commendable. 

Please feel free to reach out on this forum whenever you need assistance—I am here to help.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi  
RUCKUS Lennar Home Community