Ruckus Unleashed Troubleshooting Guide 200.5 (GA) Rev A 20171003
Ruckus Unleashed 200.5 (GA) Troubleshooting Guide Unleashed%20Troubleshooting%20Guide-RevA-20171003
2017-10-04
User Manual: Ruckus Ruckus Unleashed 200.5 (GA) Troubleshooting Guide
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Supporting Release 200.5
TROUBLESHOOTING GUIDE
Unleashed
Troubleshooting Guide
Part Number: 800-71503-001 Rev A
Publication Date: October 2017
Copyright Notice and Proprietary Information
Copyright 2017. Ruckus Wireless, Inc. All rights reserved.
No part of this documentation may be used, reproduced, transmitted, or translated, in any form or by any means, electronic, mechanical,
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license from Ruckus.
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Technical data contained in this publication may be subject to the export control laws of the United States of America. Disclosure to
nationals of other countries contrary to United States law is prohibited. It is the reader’s responsibility to determine the applicable regulations
and to comply with them.
Disclaimer
THIS DOCUMENTATION AND ALL INFORMATION CONTAINED HEREIN (“MATERIAL”) IS PROVIDED FOR GENERAL INFORMATION
PURPOSES ONLY. RUCKUS AND ITS LICENSORS MAKE NO WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, WITH REGARD TO
THE MATERIAL, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT AND
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Trademarks
Ruckus Wireless, Ruckus, the bark logo, BeamFlex, ChannelFly, Dynamic PSK, FlexMaster, Simply Better Wireless, SmartCell, SmartMesh,
SmartZone, Unleashed, ZoneDirector and ZoneFlex are trademarks of Ruckus Wireless, Inc. in the United States and other countries. All
other product or company names may be trademarks of their respective owners.
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Contents
About This Guide.......................................................................................................................................................................................... 5
Introduction............................................................................................................................................................................................5
Reporting an Unleashed Issue................................................................................................................................................................5
Troubleshooting.............................................................................................................................................................................................7
Initial Deployment Considerations...........................................................................................................................................................7
Understanding Master AP Election......................................................................................................................................................... 9
Troubleshooting the Gateway Feature.................................................................................................................................................. 12
Performing Firmware Upgrades............................................................................................................................................................15
Troubleshooting Client Authentication Issues........................................................................................................................................16
Wireless Mesh Considerations............................................................................................................................................................. 18
Using the Management Interface..........................................................................................................................................................20
Configuring DHCP Service................................................................................................................................................................... 20
General Configuration Questions..........................................................................................................................................................22
Debugging........................................................................................................................................................................................... 23
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About This Guide
• Introduction............................................................................................................................................................... 5
• Reporting an Unleashed Issue................................................................................................................................... 5
Introduction
This document provides basic troubleshooting information for diagnosing common issues with Unleashed APs and Unleashed networks.
For users who are already familiar with Ruckus ZoneDirector systems, the Unleashed troubleshooting methods are generally similar. Where
they are different, this guide provides details on the differences.
This guide contains a collection of common questions and answers about Unleashed network deployments. Common issues include initial
deployment issues, Master AP selection/election issues, using the Gateway feature, upgrading the network, mesh-related issues and
DHCP-related issues.
Reporting an Unleashed Issue
If a customer experiences an issue with their Unleashed network, they can first seek advice from other Unleashed users on the Ruckus
Unleashed Forums:
https://forums.ruckuswireless.com/ruckuswireless/categories/ruckuswireless_ruckus_unleashed
If the Support forums are unable to provide a solution, customers with a valid support contract can submit a support ticket request for
further assistance to Technical Support through the Ruckus Support website:
https://support.ruckuswireless.com/contact-us
When reporting an issue, please provide the following information:
• Unleashed Release version number
• AP model(s)
• Description of the client device having issues connecting or accessing the Unleashed Network (PC/Web UI, Mobile app, etc.).
•Specific steps that led to the situation
• In most cases, the Master AP's Debug info (saved from Administer >Diagnostics) would be helpful for problem analysis.
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Troubleshooting
• Initial Deployment Considerations.............................................................................................................................. 7
• Understanding Master AP Election............................................................................................................................ 9
• Troubleshooting the Gateway Feature......................................................................................................................12
• Performing Firmware Upgrades............................................................................................................................... 15
• Troubleshooting Client Authentication Issues........................................................................................................... 16
• Wireless Mesh Considerations.................................................................................................................................18
• Using the Management Interface............................................................................................................................. 20
•Configuring DHCP Service.......................................................................................................................................20
• General Configuration Questions............................................................................................................................. 22
• Debugging.............................................................................................................................................................. 23
Initial Deployment Considerations
Q: I just received my Ruckus Unleashed APs. How do I set up my Unleashed network?
A: You can configure one Unleashed AP as your initial Unleashed Master AP by following any of the three methods described below. Once
the Unleashed Master is configured, simply connect other Unleashed APs to the same network and they will automatically become member
APs and form your Unleashed Network.
Use any of the following options to configure the initial Unleashed Master AP:
Option 1: Using a Wi-Fi client device
1. As soon as the Unleashed AP boots up and is connected to a local network, it begins broadcasting a temporary unencrypted
WLAN with an SSID named Configure.Me-xxxxxx on both radios. The "xxxxxx" is the last 3 octets of the AP's MAC address.
2. Using your wireless client's Wi-Fi configuration settings, select and associate to the Configure.Me WLAN.
3. Launch a web browser and browse to any web page. You will be automatically redirected to unleashed.ruckuswireless.com.
NOTE
For Unleashed release 200.5 and later, you can enter any domain name.
4. The browser will be redirected to the Unleashed Setup Wizard. Follow the instructions to configure your initial Unleashed Network.
Option 2: Using a wired client device
If you have some way to learn the Unleashed AP's IP address, or are able to discover the Unleashed AP on your Microsoft Windows
network using UPnP, or Apple Mac OS network using Bonjour discovery, you can set up the Unleashed network using a wired client using
the following procedure:
1. Connect the client device to the same network as the Unleashed AP with an Ethernet cable. Make sure the client can ping the
AP's IP address.
2. Launch a web browser and enter the Unleashed AP's IP address, and press Enter.
3. The browser screen will be redirected to the Unleashed Setup Wizard. Follow the instructions to configure your initial Unleashed
network.
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NOTE
You may be able to find the Unleashed AP's IP address by checking your DHCP server's leased address list. For Unleashed
200.5 and later releases, UPnP and Bonjour services are enabled in an Unleashed AP when it is in factory default state. Windows
devices can detect Unleashed APs on the Window Network. Apple devices can detect the Unleashed AP using Bonjour service
by searching for the service type: _ruckus-unleashed._tcp.
Option 3: Using the Unleashed Mobile App on a mobile device
Install the Ruckus Unleashed Mobile App on your mobile device, open the app, select Typical Install, and follow the instructions.
Q: My Wi-Fi device successfully connects to Configure.Me_xxxxxx WLAN but the device cannot reach the Unleashed AP's web UI. What
should I do?
A: The Unleashed AP provides DHCP service on the Configure.Me_xxxxxx WLAN, therefore the connected client is expected to receive a
dynamically assigned IP address automatically. If the client device is configured to use a static IP address (either configured for this WLAN
or for a different WLAN), the client device may be unable to connect to the Unleashed AP. The easiest way is to configure the client's Wi-Fi
interface to obtain a dynamic IP address from DHCP.
NOTE
Note that different Unleashed AP releases offer IP addresses in different ranges, as shown in the following table. If the wireless
device cannot receive an IP address, an alternative is to statically set the IP address to be in the same subnet as the AP, allow the
device to connect to the AP, and then proceed with setup troubleshooting steps. Another potential cause of network issues is if
the local wired network happens to be in the same subnet as the AP's WLAN IP subnet.
TABLE 1 Unleashed IP addresses by release
Unleashed release AP's WLAN interface IP address Client IP address range Remarks
200.0 192.168.101.1 192.168.101.31~.253 The LAN network IP addresses cannot overlap with
192.168.101.1/24, otherwise network reachability
issues can occur.
200.1, 200.2, 200.3 169.254.1.1 169.254.1.31~.253 Some Apple devices (incl. iPhone and iPad) don't
work well with IP addresses assigned in this subnet.
Therefore, the Unleashed Mobile App on these
devices may encounter errors when setting up an
Unleashed network.
200.4 and later 10.154.231.125 10.154.231.130~.180 Under the assumption that this address most likely
will not overlap with customers’ LAN IP assignment.
Q: My device can access the Unleashed web interface, but it fails in running the Setup Wizard. What can I do?
A: Try to access the web UI or factory reset the Unleashed AP and restart the initialization process again. If the process still fails, please
follow the issue reporting method at the end of this document to report the issue.
Q: Do all Member APs need to be upgraded to join a Master AP that is running a different Unleashed image version?
A:Yes, the member APs must be upgraded to the exact same version as the Master AP to form an Unleashed network. Fortunately, in most
cases you can simply connect the member APs to the same subnet as the Master AP, and as long as the Unleashed Master AP can reach
the Ruckus firmware image server, firmware upgrades for all connected APs will be performed automatically.
Q: I have multiple Unleashed APs that potentially can have different image versions installed. How do I check their version numbers and
perform the firmware upgrades before installation to avoid any potential problems?
A: Before running the Unleashed setup, you can connect to the AP via SSH and run the following CLI commands:
• To check AP version: get version.
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• To upgrade an image from the AP CLI, one easy way is to load the AP image onto a TFTP server, and then use the following
commands:
–fw set control <image file name>
–fw set proto tftp
–fw set host <TFTP server address>
–fw update
Q: I have an Unleashed Network running already and plan to add a new AP to the network. However, the new AP doesn't seem to be able
to join the existing Unleashed Network. What should I do?
A: If the new AP is loaded with the same firmware version as the existing Unleashed Master AP, but the new AP cannot be seen on the
Master AP's web UI, the issue is most likely caused by one of the following reasons:
• The new AP failed to receive a valid IP address. Check your DHCP server.
• The new AP is connected to a different network from the existing Unleashed network. Make sure the AP is connected to the same
subnet as the existing Master AP.
• The new AP already has configuration on it. In this case, factory reset the AP by using a pin to push into the "Reset" hole for 10
seconds while the AP is powered on.
• The total number of APs in the Unleashed AP has reached its maximum. Currently an Unleashed network can have up to 25 APs.
If the new AP is loaded with a different Unleashed image, the Master AP will try to upgrade the new AP's firmware to match that of the
Master using images stored on the Ruckus firmware server. In this case, you should check the following:
• Ensure that the AP model of the new AP is supported by the version that the Master AP is running. If not, you will need to upgrade
the existing Unleashed Network first, for the new AP to participate.
• Ensure that the Master AP can reach the Ruckus image server so it can locate the appropriate image and instruct the new AP to
install it.
• Alternatively, download the desired AP image onto an administrative PC and upgrade the new AP image by using AP CLI in an
SSH session.
Understanding Master AP Election
A: The CTL LED of the Master AP is solid green all the time. On the Unleashed web UI, the Master AP is marked as the following. The
similar display is in the Unleashed Mobile app as well.
Q: Is it possible to force an Unleashed AP to be a Member AP?
A: An AP can be set to never become a Master using the AP CLI. To configure an AP to always assume the role of member, SSH to that AP
and issue the following AP CLI command:
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set election role 1
To clear the setting, use the following AP CLI command:
set election role 0
Q: Is it possible to designate a specific Unleashed AP as the Master AP?
A: Starting with release 200.5, you can configure an AP to be the "preferred Master." Prior to release 200.5, the only option was to set all
other APs as Member APs via CLI command. By default, without any specific configuration, Unleashed APs automatically elect the most
appropriate AP to be the Master AP.
Q: What will happen if the Master AP is disconnected or goes down?
A: Once Unleashed APs fail to contact the Master for 30 seconds, the election mechanism will start and a new Master AP will be elected.
During this period of time, existing wireless clients may remain connected but no new clients can associate with the WLAN.
The exception is if the Gateway function is enabled (only possible on the Master AP). In this case, Master AP election will not happen
because the Gateway AP needs a physical WAN connection and no other APs can automatically replace it.
Q: In case the Master AP is disconnected, how long will it take for the Unleashed Network to resume operation?
A: The WLAN service is impacted for about 80 seconds, however Member APs will only have WLAN downtime for a few seconds.
Once APs lose connection to the Master AP for 30 seconds, the new Master AP election starts. Afterwards member APs will join this new
Master AP and receives configuration from it. The process takes about 40 seconds. However, even if a Member AP loses its connection to
the Master, the existing WLAN service continues, although new clients will not be authenticated during this period of time. When a new
Master AP is elected, a Member AP will experience WLAN down time for a few seconds before normal operation is resumed.
Q: Will the old configuration be lost if the Master AP is disconnected from the network?
A: No. For Unleashed 200.2 and later releases, all member AP's keep a copy of the configuration, and when a new AP is elected as the
master, it restores the configuration from this copy.
In Unleashed 200.0 and 200.1 releases, the Standby Master AP stores the configuration, and it may take the Master AP role if it loses
connection to the Master AP.
Q: What are the Master AP election criteria?
A: The decision factors include the following:
1. Initial setting (the first AP that is configured to be the Master)
2. Manually configured preference (supported in 200.5 and later release)
3. Member AP only role configured by AP CLI command
4. Processing power of the AP model
5. Free memory size
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6. Mesh role (only Root mesh AP can be a Master)
7. If mesh is enabled, the number of downlink Mesh nodes (the less the higher the chance to be the Master AP)
8. AP system up time (the longer the higher the chance to be a Master AP)
9. MAC Address as the last arbitrator
Q: Can a Mesh AP be elected as the Master AP?
A: A Mesh AP, which has no Ethernet connection for uplink, cannot assume the role of Master AP.
Q: I cannot see any Unleashed web interface displayed in my browser. It seems there is no AP assuming the role of Unleashed Master AP.
How do I investigate the situation?
A: Make sure the administrative PC is on the same network as the Unleashed Network, and enter the following URL http://
unleashed.ruckuswireless.com in the browser. You should be redirected to the Unleashed Web UI.
Note that if mesh is enabled on your network, only Root APs (i.e., APs connected to the Internet through a wired interface) can become the
Unleashed Master AP. One of the criteria to be a Root AP is that the AP can contact its gateway through a wired interface. Therefore, if your
network's default gateway becomes unreachable, none of the Unleashed APs can be the Root AP of the mesh network, and then there will
be no Unleashed Master on your network. The exception to the above is when the gateway function is enabled; in this case the Gateway
AP is the Master AP regardless of whether mesh is enabled, or whether its gateway is reachable or not.
If the above doesn't apply to your situation, figure out any AP's IP address, and enter "http://<any AP IP address>" in the URL bar of your
browser to access the Unleashed web interface.
If there is still no response (and one of the APs' IP addresses is known), you can SSH into the AP and perform the following:
Type the "get election" AP CLI command. It shows the status of all Unleashed APs, and should display one AP marked as Master. Ping that
AP's IP address from a device connected to the same network. If the AP is not reachable, maybe there is an access denial policy
configured on your network in one of your devices. If the AP is responding, type that AP's IP address in a browser's URL bar and check
whether the Unleashed web UI can be displayed.
If mesh is enabled, issue get mesh to check the mesh status. Only an AP in "ROOT" mesh mode can be the Master AP.
If everything looks fine, but the network still doesn't seem to have an AP assuming the Master role, you may need help from Ruckus
customer support. Follow the issue reporting procedure described at the end of this document to report the problem.
Q: What will happen if a disconnected Master AP is reconnected back to the network after a new Master has been elected?
A: The two Master APs will communicate with each other to elect one AP to serve as the Master, and the other AP will become a Member
AP and join the master.
Q: How do I enable debugging logs for Master election?
A: Go to Admin & Services > Administer > Diagnostics > Debug Info, and enable the Auto Election debug component.
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Alternatively, SSH to an Unleashed AP and manually turn on election log debugging on that particular AP using the following AP CLI
command:
set election debug X
where X is a number representing the debug level: 1 means to only show messages in case of error. 8 means generate all messages for
debugging purposes.
Troubleshooting the Gateway Feature
Q: How do I setup the Unleashed Gateway Network?
A: There are 2 ways to enable the Gateway feature:
• Option 1: Enable AP Gateway Mode while running the initial Setup Wizard:
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• Option 2: From the Dashboard, go to System > IP Settings and enable Gateway Mode.
Q: On the Gateway AP, can I configure more than one port to be the WAN port?
A: No. Only one Ethernet port can be configured as the WAN (wide area network) port for the unleashed gateway.
Q: Once a gateway AP is configured, can I choose a different Unleashed AP to be the Gateway AP?
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A: No. The Gateway AP has to be the Master AP, and one Ethernet port should be configured as the WAN port, which acts as the backhaul
link for the Unleashed network.
Q: If the Gateway (and Master) AP is down, how do I recover the network?
A: In 200.3 and 200.4 releases, if the Gateway/Master AP is out of service, the user should pick a member AP to serve as the Gateway AP,
reset it to factory defaults, and re-configure it as the new Master/Gateway AP.
With release 200.5, a new recovery mechanism has been introduced: If the Master/Gateway AP fails for any reason, the customer can use
an existing Member AP to replace the previous Master AP. To do so, connect the previous Master AP's Ethernet cable to this member AP
and allow it to set up the desired network topology. This member AP will become the new master after 3 minutes automatically, and will
establish an Unleashed network with all of the previous configuration settings. The detailed procedure and screen shots will be provided in a
later version of this document, when the implementation is finalized.
Q: My AP only has one Ethernet port. Can it be used as a Gateway AP?
A: Yes, APs such as R310 and T300 that have only one Ethernet port can also be configured in Gateway mode. If mesh is supported on the
AP model (such as the T300 series), the AP can also be the gateway for any wired or wireless clients of any downlink mesh APs. The R310
does not support mesh, so it will be unable to serve as a Root AP, and would therefore only be able to service Wi-Fi clients, in this scenario.
Q: Should the DHCP Server function be enabled on the Gateway AP?
A: Yes, the internal DHCP server must be enabled on the Gateway AP. The Gateway AP provides IP addresses for all APs and clients.
Q: How is the IP address of the Gateway AP's WAN interface assigned?
A: There are 3 ways to assign the IP address of a Gateway AP's WAN port:
• By an external DHCP server.
• Manually configured.
• By an external PPPoE server.
Q: Can a Member AP join the Gateway/Master AP through the WAN port of the Gateway/Master AP?
A: No. A member AP can only join a Gateway/Master AP from the Gateway/Master AP's LAN port, and, there should be only one
Unleashed network in one IP subnet.
In 200.3 and 200.4 releases, this topology restriction is not enforced; that is, a customer can still set up such an unsupported topology.
Starting from release 200.5, the LWAPP service will be disabled on the WAN port of the Gateway AP. Therefore, all discovery packets
coming from a Member AP will be ignored on the Gateway/Master AP.
In either case, the "outer" AP may assume the Master role and cause the Unleashed UI to display confusing information.
Q: Can I set WAN and LAN addresses of the Gateway AP to be in the same subnet?
A: No, the IP address range of the WAN network and the IP address range of the LAN network cannot overlap with each other.
Q: If Gateway mode is enabled, how is the IP addresses assignment accomplished for APs and clients?
A: All Member APs and clients obtain their IP addresses from the Gateway/Master AP's internal DHCP server.
Q: How do I investigate issues with Member APs or clients failing to receive an IP address?
A: You can check the following:
• Ensure that the Gateway feature is enabled and the DHCP service is properly configured.
• Check that the client is configured to use a DHCP-assigned IP address.
• Capture all DHCP packets to better understand the root cause.
Q: Can mesh be enabled while Gateway mode is enabled?
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A: Yes. Mesh is supported in gateway mode with the caveat that, in 200.3 and 200.4 releases, if PPPoE is enabled, mesh can be enabled,
but the Master AP itself won't enable its mesh downlink. All member APs can serve mesh normally. This restriction will be removed in 200.5
and later releases.
Performing Firmware Upgrades
Q: When should I use online upgrade and when should I use local upgrade to upgrade my system?
A: Online upgrade is the recommended way to upgrade the Unleashed network. However, it requires the Unleashed network to be able to
reach to the Ruckus Image server.
Local upgrade can be useful in some situations, including:
1. No or very limited Internet access from the Unleashed network.
2. For some reason a special image version is needed, which is not included in the supported online upgrade images.
Q: How do I know which firmware versions are available for online upgrade?
A: On the Unleashed web UI, go to Administer -> Upgrade, you will see a version dropdown list.
Q: What is the effect of the "Auto reboot the system" option shown on the Upgrade page?
A: When "Auto reboot" is enabled, all APs will reboot automatically after a successful image upgrade to make the new image version
effective. Alternatively, the user can opt to manually reboot all APs at a more convenient time.
Q: Can an Unleashed AP join an Unleashed Network running a different firmware version?
A: If the existing Unleashed network can reach the Ruckus image server and support the new AP model, the new AP's image will be
updated to be the same as the image version of the existing network.
If the new AP model is not supported, you will have to upgrade the image version of the existing Unleashed network first to an image that
can support the AP model of the new AP.
Q: What do I do if the firmware fails to download during the online upgrade?
A: Make sure your Internet connection is working well, then press the cancel button on the Upgrade page to retry. The alternative is to find
all required images from Ruckus Support site (support.ruckuswireless.com) and download the images to your administrative PC, and use
local upgrade instead.
Q: What should I do if some APs fail to upgrade their images?
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A: On the Unleashed Web UI, go to Access Points page, make sure the AP is still in Working state. Then press Cancel to retry. If it still does
not work, reboot the AP and retry.
Q: I want to downgrade Unleashed Network to its previous version. How do I do it?
A: Image downgrade is supported only by using the local upgrade method. You will have to download your previous image files, and run
local upgrade on each AP. Also note that downgrade sets the system to factory default state to avoid configuration inconsistence.
Q: Where can I find the Unleashed images for local upgrade?
A: You can visit the Ruckus Support website site (support.ruckuswireless.com), login with your customer account, and then search for
Unleashed AP images.
Q: What will happen if in the middle of an image upgrade the network connection on my administrative PC goes down?
A: As long as AP's connection is intact, the upgrade should continue in the background. Simply visit the Upgrade page to see the progress.
Troubleshooting Client Authentication Issues
Q: If the users of Guest or Hotspot (WISPr) WLAN claim their device cannot access the login page, what can I check?
A: First, you can go to the Unleashed web UI and check the Clients list to see whether the client in shown:
If not, check the WLAN configuration, and make sure the client is associated to the correct WLAN.
If client association is fine, for Hotspot/WISPr WLAN, check whether the configured portal server is accessible from the client device. To do
so, open a web browser on the client and visit the portal server URL configured on the WLAN configuration directly. If the client cannot visit
the portal server, there might be a network issue or an access policy is blocking the client's portal access. Ensure that the portal server's
domain name or IP address has been added into the "walled garden" list in the WISPr configuration.
Q: What can I check for reasons why my device still cannot access the Internet after I submitted the username/password on a Hotspot/
WISPr WLAN, or a guest key on a Guest WLAN?
A: First, check the Unleashed web UI to confirm that your client status is "Authorized" after submitting credentials.
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On a Guest WLAN, if the client is not shown as authorized, the input guest pass key might be incorrect, or the key already expired. You can
go to Services -> Guest Access Services and check the Admin Generated Guest Passes table to check it.
On a Hotspot/WISPr WLAN if the client is not shown as authorized, you need to confirm with the authentication server to check the
authentication result.
If the problem persists, you can follow the instructions to turn on the debugging log, go through the client connection procedure, and then
send the debug file to Ruckus Customer Support for analysis.
On the Debug Info tab, check all Debug Components, and repeat client login steps, then click Save Debug Info. Provide that file to the
Customer Support for further diagnostics.
Q: How do I test whether user accounts exist on an AAA (RADIUS or AD) server?
A: You can test RADIUS or Active Directory user entries from the Unleashed web UI: go to Admin & Services > Services > AAA Servers, and
select the Test Authentication Servers Settings tab.
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Q: I configured a Guest WLAN for my users but they complained that whenever they use HTTPS to visit a page, the browser pops up a
warning message informing the user that the certificate of the portal page cannot be untrusted. How can I enhance the user experience?
A: You can import your own SSL certificate using the web UI: go to Admin & Services > Administer > Certificate and follow the instructions
to import an SSL certificate.
Wireless Mesh Considerations
Q: How do I add an AP to an Unleashed Network to make it a wireless mesh AP?
A: First, connect the AP to the same network as the rest of the Unleashed APs via Ethernet. After the AP joins the network and receives the
configuration - including the mesh link encryption key - the AP is ready to be used as a wireless mesh AP. You can disconnect the AP's
Ethernet link and move it to the desired location, and it will form a mesh connection to an uplink AP automatically.
Q: Can a mesh connection be established between an outdoor AP and an indoor AP?
A: Yes, but note that according to the regulations of your country setting, outdoor APs may not be allowed to use certain indoor channels. If
the indoor AP stays on an indoor-only channel, the outdoor AP won't be able to connect to it. In this case, you can either fix the channel of
the 5 GHz radio on the indoor APs, or, if a statutory permit exists, configure the outdoor AP to allow it to use indoor channels.
Q: How do I see the mesh network topology?
A: You can check the mesh topology on the web interface by clicking the Access Points > Summary tab. You can choose to display or hide
the mesh topology as follows:
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Q: What can I do if a mesh AP cannot find an uplink connection?
A: Possible reasons include the following:
• The APs, either the intended mesh AP or the uplink AP, may not support mesh. For example, R310 and H320 do not support
mesh.
• The mesh AP may not be properly configured. It is always a good practice to ensure an AP can join an Unleashed network
through an Ethernet connection before making it a mesh AP.
• The signal from the uplink AP could be too week. Try moving the AP to a different location to see whether that is the reason.
• The uplink AP stays on a channel that the mesh AP cannot utilize. Note that an outdoor AP may not be able to utilize certain
indoor channels, and, the mesh AP model may not support a DFS channel that the uplink AP is using.
• Check the running release: release 200.0 does not support mesh.
• In release 200.1, there was an issue (ER-3691) reported where the mesh uplink search may not start right after the Ethernet cable
is disconnected, until the AP is rebooted. This issue has been resolved in 200.2 and later releases.
If the AP is accessible (through either wired or wireless), SSH into it and type the following CLI debugging commands. If you cannot
interpret the results, use the reporting method described at the end of this guide.
• On a root AP:
–get mesh
–get channel wifi1
–get scanresults wifi1
• On a mesh AP:
–get mesh
–get channel wifi1
–get scanresults wifi1
Q: Is mesh supported on all Unleashed APs?
A: Mesh has been supported since release 200.1. For Unleashed 200.5 and earlier, mesh is supported on all AP models except R310 and
H320.
Q: What will happen if the Master AP becomes a mesh AP?
A: If a Master AP becomes a mesh AP (i.e., its uplink becomes a wireless link), it will give up its master role after a reboot. The new master
will be elected among the root APs automatically. Your Unleashed network should be adjusted automatically after a few minutes.
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Using the Management Interface
Q: Can the Management interface IP address still be used to access the Master AP if the Master changes?
A: Yes, it can. The Management IP address configuration is shared among all Unleashed APs, and the Master AP is in charge of responding
to it.
Q: Does Unleashed support management VLAN on the management interface?
A: No. As of release 200.5, Unleashed APs do not support VLANs, and therefore the management interface cannot be placed into a
management VLAN.
Q: Should the management IP address be in the same subnet as the AP's device IP address?
A: Yes, it should. Unleashed APs do not support VLANs, so it is not recommended to configure the management IP in a different subnet.
Q: Can a Member AP utilize the IP address of the Management Interface to connect to the Master AP?
A: No. The Management Interface can only provide web and SNMP services, it is not used for Member APs to connect to the master AP.
Q: Why does the Management interface stop working once I enable Gateway mode?
A: Because if Gateway mode is enabled on an Unleashed Network, the Master AP is fixed. In this situation, the device IP would be the
same as a management IP, so the Gateway/Master AP does not support the management IP interface feature.
Configuring DHCP Service
Q: How do I enable the internal DHCP server in an Unleashed network?
A: Unleashed DHCP functionality depends on which release you are running.
The Gateway mode feature was not supported in releases 200.0, 200.1 and 200.2. In these early releases, the Master AP could be
configured with a static IP address and the DHCP server could be enabled.
To enable DHCP server on those Unleashed releases, go to Admin & Services > Services > DHCP Server .
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The "Gateway Mode" feature is supported in release 200.3 and later. In later releases, the configuration page has been moved to the
following page:
Admin&Services > System > IP settings
Q: How do I check the leased IP addresses from the DHCP server?
A: The list of IP addresses leased by the DHCP server can be seen on the following page: Admin & Services > System > IP settings , then
select the DHCP Client List tab.
Q: What is the maximum number of IPs addresses supported by the internal DHCP server?
A: The number of IPs is manually configured using the Number of IPs and the Ending IP address settings on the DHCP server configuration
screen.
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Q: How do I assign DNS server information in the internal DHCP address offers?
A: Go to Admin & Services > System > IP settings.
General Configuration Questions
Q: I am familiar with Ruckus ZoneDirector configuration, and I'm curious why I can't find the AP group and WLAN group settings on the
Unleashed UI. What am I missing?
A: To simplify Unleashed configuration, AP groups and WLAN groups are not supported.
Q: How do I save an existing configuration or restore my previous configuration?
A: You can backup and restore your Unleashed sytem configuration settings using the Admin & Services > Administer > Backup & Restore
page.
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Debugging
Q: Ruckus Customer Support asked me to turn on debug logging and recreate my problem for diagnosis. How do I enable the logs? And,
how do I know which logs need to be enabled?
A: Debug logs can be enabled on the web UI on the following page: Admin & Services > Administer > Diagnostics > Debug Info .
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If you are not sure which logs to enable, the recommendation is to enable most of them. One exception is the "Web Pages," component,
which generates many log messages. Unless you are analyzing a web UI issue, do not enable this log.
NOTE
Generating debug log messages impacts AP performance. Remember to disable debug logs after the logs have been collected.
Q: How do I save debug information?
A: Go to Admin&Services > Administer > Diagnostics > Debug Info, and click the Save Debug Info button. Save the package to your local
computer and send it to Ruckus Customer Support.
Q: After SSH into my Master AP, I noticed a different CLI prompt which is not the Ruckus AP CLI. It doesn't take any AP CLI commands
either. What's wrong?
A: The Master AP provides a Master-style CLI, closer to the ZoneDirector controller CLI. You can use the ap-mode command to enter AP
CLI mode, and quit to exit back to Master CLI mode.
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Q: I suspect that my Master AP may mysteriously crash/reboot at times. But I do not have anything to provide for Ruckus customer support
for analysis. What can I do?
A: You can help to collect the debugging information if you know that an AP in the Master role may potentially experience a mysterious
crash or reboot. To do so, enable the log reporting mechanism in advance, and, if the AP indeed experiences a problem, it may be able to
send its log files out to a preconfigured server before it reboots.
To enable this debug logging feature, go to Admin&Services > Administer > Diagnostics > debug Info, and enable Upload debug logs to
remote server . Enter the Host IP address, and click Apply to save your changes.
Once you have the logs, you can report the issue following the reporting method described at the end of this guide.
Q: One of my member APs has crashed or rebooted. The Ruckus support representative asked me to provide the AP's support information
for analysis. How do I collect this information?
A: There are two ways to retrieve an AP's support information:
1. Save the AP support info from the Unleashed web UI: Access Points > select the AP > Show System Overview Info , and then
click the Save logs button to save it to your administrative PC.
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2. Through AP's CLI: SSH to AP, log in to AP's CLI, execute the following commands and save the console output to a file:
•support
•support show
Q: How do I capture packets on an Unleashed AP?
A: Unleashed APs support remote packet capture using the same methods as a ZoneDirector controller.
You can SSH to the Unleashed AP, and run the following CLI command to enable remote packet capture:
set capture wlan100 stream
And replace "stream" with idle" to stop streaming:
set capture wlan100 idle
NOTE
The above command works in a Member AP. On a Master AP running 200.3 or later image, you need to go to AP CLI mode in
SSH session using the ap-mode CLI command:
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If the Master AP is running 200.2 or earlier version, you can enter the CLI debug mode and use the following remote_ap_cli command
with the Master AP's MAC address:
You may also need to use the following AP CLI command to learn the AP's IP address:
get ipaddr wan
Start Wireshark on a PC, type the AP's IP address to capture the packets:
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