Summary

Question

Customer Environment

Symptoms

Troubleshooting Steps

First, let's understand the communication process between the RUCKUS Access Point with RUCKUS Wireless Controller using this flow diagram

Now, let's look into troubleshooting for each RUCKUS Controller solution.

SmartZone and Virtual-SmartZone

 

1. Power Supply to AP: Is the AP receiving sufficient power from the PoE injector or switch? To understand the power requirement of specific AP models, refer the official AP model datasheet at support.ruckuswireless.com.
2. AP Mode: Ensure that the AP is in Solo (Standalone) mode before connecting to SZ.
3. Verifying AP-SZ Connectivity: Can the AP ping the SZ (either the control interface or NAT IP) and vice versa? This is the first step in diagnosing connectivity issues.
3. License Availability: Check if the SZ has available AP licenses to support the AP.
4. AP Model Compatibility: Check if the AP model is supported on the SZ. This can be verified through the release note or upgrade guide of the SZ version.
5. Default Zone Firmware Compatibility: For vSZ-E, SZ-144, SZ-104, or SZ-124, verify if the 'Default Zone' firmware version supports the AP model.
6. Country Code Compatibility: Ensure that the SZ and AP are using compatible country codes.
7. Verifying AP Joining SZ: Use the following command on the AP to verify if it joins the SZ:

# set scg ip <SZ Control IP>

8. Checking Firewall/ACL Permissions: Ensure that both TCP 443 and TCP 22 are permitted on all firewalls/ACLs between the AP management network and the SZ control interface. For a complete list of required ports between AP and SZ, refer to the official documentation here.
9. Collecting AP Logs: Collect the AP support log or the output of the following commands from the AP CLI:

RUCKUS One (Formerly known as RUCKUS Cloud)

Unleashed

ZoneDirector (EoL)

1. Power Supply to AP: Is the AP receiving sufficient power from the PoE injector or switch? To understand the power requirement of specific AP models, refer the official AP model datasheet at support.ruckuswireless.com.

2. AP Mode: Ensure that the AP model is in Solo (Standalone) mode before connecting to ZD.

3. Verifying AP-ZD Connectivity: Can the AP ping the ZD and vice versa? This is the first step in diagnosing connectivity issues.

4. License Availability: Check if the ZD has available AP licenses to support the AP.

5. AP Model Compatibility: Check if the AP model is supported on the ZD. This can be verified through the release note of the ZD version.

6. Country Code Compatibility: Ensure that the ZD and AP are using compatible country codes.

7. Verifying AP Joining ZD: Use the following command on the AP to verify if it joins the ZD:

 

# set director ip <ZD IP>

8. Checking Firewall/ACL Permissions: Ensure that ports 12222, 12223, 443, 22, 21 are permitted on all firewalls/ACLs between the AP management network and the ZD. Note that ports 12222 & 12223 are used for the LWAPP protocol.

9. Collecting AP Logs: Collect the AP support log or the output of the following commands from the AP CLI:
 

# get boarddata
# fw sh all
# get director
# get syslog log

To generate and view the support log from the AP's CLI, use the following commands:
 

# support (to generate the log)
# support show (support log gets updated in putty. Take putty session)

 

Resolution

SmartZone

RUCKUS One (Cloud)

Unleashed

1. Enabled 'discovery-agent' from AP CLI by executing the command 'set discovery-agent enable'. The member AP should start sending out discovery packets and join the Master AP.
2. Member APs should be on the same subnet or need to manually point the Master AP or use DHCP option 43.
3. Any new AP joining Unleashed Network should be on 200.x.x.x firmware.

ZoneDirector

NOTE: Check all the steps suggested in the Troubleshooting Section and provide this information to further investigate with Ruckus Support, if you cannot solve/isolate the issue. To reach out to support click here.