CommScope RUCKUS Community Forums

Khball · ‎07-17-2024

I continually get disconnected from the internet. I want to find a knowledgeable technician to fix the problem. Amazon techs for Lennar homes are not available in my area and neither is phone support. What service company is familiar with this problem and can fix it? Thank you

Khball · ‎07-18-2024

INFORMATION REQUESTED IN CAPS:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began? IT WAS OPERATIONAL BEFORE APRIL 22, 2024. I TRIED TO SET UP SURROUND SOUND (SONOS) AND IT WASN'T WORKING SO CALLED RUCKUS SUPPORT AND WAS TOLD IT'S NOT SUPPORTED AND IT'S A KNOWN ISSUE WITH NO ETA TO A FIX. I TRIED TO REVERT BACK BUT NOT SURE WHAT HAPPENED.

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. IT'S IN THE CEILING AND WAS INSTALLED BEFORE I MOVED IN. THE CEILINGS ARE VERY HIGH SO I CAN'T REACH IT. THE GREEN LIGHTS ARE LIT FROM LEFT TO RIGHT IN 1, 2, 4 (IS DIM), 5. 3 IS NOT LIT.

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. I HAVE COMCAST AND HAVE RUN A DIAGNOSTICS AND IT'S FINE. I'VE CHECKED FOR OUTAGES AND THERE AREN'T ANY. THIS DISCONNECTION IS CONTINUOUSLY HAPPENING AND IS HAVE A NEGATIVE IMPACT ON MY AT HOME WORK EVERY DAY. I WORK WITH CLIENTS AND MY CONNECTION IS CRITICAL TO MY WORK.

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. SEE MY RESPONSE IN #2.

View solution in original post

Khball · ‎07-23-2024

Still not resolved.

Imran_ruckus · ‎07-23-2024

Hello @Khball

Thank you for your response and the update.

Could you kindly confirm whether you have followed the steps outlined in my messages? If you have, please specify where you are encountering difficulties.

Thank you once again for your patience and cooperation.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Khball · ‎07-24-2024

As stated in my previous message, I can not reach the Ruckus in the ceiling and asked about other options. I've contacted a Tech Help Company and they offer to replace Ruckus with Mesh. I need another option.

Imran_ruckus · ‎07-24-2024

Hi @Khball

Thank you for your response.

As mentioned before, effective November 2022, Ruckus Support for Lennar Homes customers will transition exclusively to the community forum support model. Phone, email, and remote session support will no longer be available. Please note that RUCKUS does not provide on-site technical support for Lennar Homes.

We have designed our guides to be as user-friendly as possible to facilitate easy troubleshooting. Kindly refer to these guides and provide screenshots of any errors encountered, or inform us if you encounter difficulties during troubleshooting. We will assist you in resolving the issue to the best of our ability. For Access Point reset process, it is necessary to press reset button of the Access Point situated at it's rear end.

If the issue persists despite following the provided guidance, we recommend seeking external assistance or consulting with a technician.

Thank you for your patience and cooperation.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Khball · ‎07-24-2024

"For Access Point reset process, it is necessary to press reset button of the Access Point situated at it's rear end." As I've previously replied, the AP is in the ceiling which is very high. I do not have a ladder that is tall enough and I can not climb it even if I did. So this is not a solution.

CommScope RUCKUS Community Forums

Ruckus Continues to Disconnect from Internet - Who Can Fix?