Can't log into unleashed app (ios) or upgrade AP Firmware

[chris_marquez_k]

Hello there. 

I am trying to upgrade the firmware of my r510 APs but am running into a few problems. Many of these issues were old, outstanding known issues that have since been resolved by Ruckus but I did not upgrade/solve them since I had work arounds. I'm running older firmware on the r510 APs (200.6.10.1.312) due to an old issue where speeds to devices was severely limited. I understand that issue has been resolved so I want to upgrade. However, the section in the administration portal to upgrade is greyed out and I cannot do anything.

I also have the issue where I'd get an error message when logging into the app using unleashed.ruckuswireless.com. The error message stated "not connected to Unleashed network". The workaround for that error was to use the IP address of one of the APs. I updated the app today and that workaround doesn't seem to work. I checked an old phone that had the app with version 7.90.3 and it let me into the app using unleashed.ruckuswireless.com no issues. This type of upgrade and lose ability is sort of why I haven't upgraded the APs or the app. It's working so why break it type mentality. but now it seems I can't roll back the ios app that was working. 

So I can only log into the web interface, but like I mentioned I can't upgrade there. I've read several threads to try and solve the issue. I have tried restarting the APs, logging into the web interface using different browsers, and logging into the web interface with different AP IP addresses. I'm not an IT professional but am competent, so I can be guided. Can someone help me get all this back in working order? I ultimately want to be able to log into the unleashed app on my iphone and see/manage devices and ideally have the APs to an upgraded version. I will note the APs are working fine and network speeds are where they should be. 

[Imran_ruckus · Accepted solution]

Hi @chris_marquez_k 

Greetings!!!

Thank you for reaching out to the Lennar Home Community.

I hope this message finds you well.

We appreciate the detailed information you have provided. 

Based on your description, it appears that you are experiencing difficulty in upgrading RUCKUS Unleashed system.

Please follow the below steps:

1. Try upgrading the Unleashed on a Laptop web browser using Mozilla FireFox web browser.

2. After upgrading all Access Points, uninstall the current Unleashed application and install the updated version.
3. Attempt to log in again and verify functionality.

Please let me know if that works. Should you have any questions or require further assistance, please do not hesitate to contact us.

Thank you for your patience and cooperation.

Best regards,

Imran Sanadi  
RUCKUS Lennar Home Community

[Imran_ruckus · Accepted solution]

Hi @chris_marquez_k 

Thank you for the response and the update.

You can upgrade them to the recommended version using 'local upgrade' option.

Please refer to the below RUCKUS Lennar Knowledge Base self-help article for the upgrade process.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Upgrade-process-of-the-RUCKU...

Please let me know if you have any queries.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[chris_marquez_k]

Good evening, Imran.

Thank you for the links. I was able to successfully upgrade the FW on r510s to 200.15.6.12.304

I deleted and re-installed the Unleashed ios app and after rebooting was able to log in. Thank you so much for you assistance again, Imran.

One last quick inquiry if you please; is there a way to set a device to a specific AP? I have devices with poor connection that for some reason insist on connecting to the furthest/outdoor AP.

[Imran_ruckus]

Hi @chris_marquez_k 

Greetings!!!
Thank you for the response and the update,

Great! Good to know that the Access Points have been upgraded successfully.

We cannot use a specific Access Point from a Single Unleashed system. However, you can create a new 2.4GHz or 5GHz Wi-Fi Network/SSID and use it to connect to the specific devices.

Please refer to the below link and screenshot. Please refer to the below links to create and new WLAN/SSID.

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 check and 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]

Hi @chris_marquez_k 

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue, please let me know if you have any other queries.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community