Unleashed app on iPhone won’t login and says unleashed app not connected to internet, go to settings

[Jrwilliams23]

We are trying to fix our ruckus because the CTL light is out. So, I tried logging into unleashed app to install updates but keep getting (unleashed is not connected to internet please go to settings) and when I go to settings it doesn’t have anything I can do. We are a Lennar home. 

[Jrwilliams23]

I thought we were merely rebooting, not doing a reset? 

[Imran_ruckus]

Hi @Jrwilliams23 

Greetings!

Thank you for your prompt response.

For the new Unleashed versions when upgraded successfully, you will be prompted to create a new Wi-Fi network/SSID and the devices needs to be reconnected to the new network after the upgrade.

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

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[Imran_ruckus]

Hi @Jrwilliams23 

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[Jrwilliams23]

i upgraded and can now access the unleashed app. I see my master is connected but my 2nd AP is "offline." Now what? For some reason when I look at the IP address it shows that the IP for the master on the app is different than anything that shows on the IP-advanced scanner.

As you can see above, I have been working you through this chat for a month. i have done factory resets and upgraded firmwares and still do not have all the issues fixed. Can you please tell me how to get someone on the phone to troubleshoot this with me so I can get it figured out one way or another. You keep sending me all these instructions and I follow them only to end up at the beginning of having to do another factory reset. You have taught me a lot that I can likely use going forward, but i need this fixed now. I have mentioned that when you had me to do a factory reset it has thrown everything that is connected to the wifi off. I have had to pay AT&T and directv to come out and reconnect since the wifi is no longer the same. I have had to spend so much time with my Sonos support to get my surround sound back online and now my ring security system does not work anymore since we had to change the AP. So, please can you just get someone to call me. I can no longer access the online website since the AP is showing offline on the IP advanced scanner, even though it is showing it on the app, so please, please, please have someone get me in touch with live support and not this communication that takes days just to get a response and to reset.

[Imran_ruckus]

Hi @Jrwilliams23 

Greetings!!!

Thank you for the response and the detailed information.

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. 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.

2. 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.
3. 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.

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