Unable to reset the password for my unleased app at my lennar home.

[hkd2023]

Hi - Setup'd an admin password long back and configured my 2.4ghz network. Now unable to login the Unleashed app or able to reset the admin password. Any help will be appreciated.

Note: My 2.4Ghz band wifi name is appearing on my devices and able to connect that without any issue.. Jus that now i m unable to access the Unleashed App to see the devices connect and to change any configs for my AP. Any help is appreciated.

[Imran_ruckus · Accepted solution]

Hi @hkd2023 

Greetings!!!

Thank you for the response and the information you shared.

We may need to factory reset the APs. Please follow the below process to factory reset your APs to configure them with a new SSID.

IMPORTANT NOTE: To perform a factory reset correctly on one of the access points, you must disconnect the rest of your other access points from the "ICX-7150-switch". For example, if you have 3 access points, you should go to the switch and disconnect 2 of the cables to turn off the "2 access points" and only leave 1 connected with which we are going to work the factory reset once you configure the access point and make sure all is good, go ahead and reconnect the other Access Points back.

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Ac...

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Password recovery setup:

https://www.youtube.com/watch?v=sqnG8fupaLk

Ruckus Unleashed Set-up using your Mobile:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-usin...

Please 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.

[Imran_ruckus · Accepted solution]

Hi @hkd2023 

Greetings!!!

Thank you for the response and the information you shared.

Please refer to the below link for the current workaround for the RUCKUS Unleashed App login. 

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Known-issue-Iphone-with-IOS-...

PLEASE NOTE: This is a known issue on which we are working with our Engineering Team internally. And This issue is expected to be fixed in the upcoming Unleashed version 200.14 software release and the App Release. 

Also please note, the 200.14.6.1.199 Unleashed version is released on 6/28/2023 only for the Web Unleashed System, and it has the fix for the unleashed.ruckuswireless.com DNS issue with the iOS device. However, the Mobile App release has been delayed a little as our internal Engineering Team is working on that. We will keep it posted once it is released. 

Apologies for any inconvenience.

Please refer to the below links on how to create separate 2.4G and 5G Wi-Fi SSID from your Web Unleashed system.

Creating a New Wireless WLAN (SSID):

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Creating-a-New-Wireless-WLAN...

Video:

https://www.youtube.com/watch?v=eSl_8rs1QnU

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

NOTE: Please feel free to mark the previous post as ACCEPTED SOLUTIONS.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[Imran_ruckus]

Hi @hkd2023 

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I could understand that you are unable to log in to Unleashed App.

Could you please Uninstall and Install the Unleashed App on your Mobile device, try to login again?

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

1. May I know if the Mobile Device you are using for Unleashed App is iOS?

2. May I know if you are able to log into the Unleashed system on the Web? If yes, please share the information as shown in the below screenshot.

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[hkd2023]

Uninstalled and Reinstalled. -
Still shows User name and password screen for admin and whatever i enter, its not going inside.

1. May I know if the Mobile Device you are using for Unleashed App is iOS? -

Iphone 12ProMax. OS Version : 16.5.1 (c)

2. May I know if you are able to log into the Unleashed system on the Web? If yes, please share the information as shown in the below screenshot.    -

No unable to login thru the Web as well, as i dont have my password / User ID.

[Imran_ruckus · Accepted solution]

Hi @hkd2023 

Greetings!!!

Thank you for the response and the information you shared.

We may need to factory reset the APs. Please follow the below process to factory reset your APs to configure them with a new SSID.

IMPORTANT NOTE: To perform a factory reset correctly on one of the access points, you must disconnect the rest of your other access points from the "ICX-7150-switch". For example, if you have 3 access points, you should go to the switch and disconnect 2 of the cables to turn off the "2 access points" and only leave 1 connected with which we are going to work the factory reset once you configure the access point and make sure all is good, go ahead and reconnect the other Access Points back.

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Ac...

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Password recovery setup:

https://www.youtube.com/watch?v=sqnG8fupaLk

Ruckus Unleashed Set-up using your Mobile:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-usin...

Please 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.

[Tto]

Hi Imran, 

If i have 2 access points (r-510) and need to perform the factory reset, is it only necessary to reset 1 AP or do i need to reset both? The factory reset itself seems straight forward, but i worry i will not be successful if i do not properly account for the second AP.

Wondering before I attempt due to lost/misplaced password that cannot be restored (it seems my password security question was too tough even for me after 2 years).