robert_winther's profile

13 Messages

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270 Points

Tue, Feb 2, 2021 5:37 PM

Ruckus Unleashed App can't see I'm connected to Ruckus network (App permissions under Android 11?)

I think this might be related to App permissions and the Ruckus Unleashed App not being updated Android 11:


We've sold Ruckus APs to a number of our clients, but when I try to add a new Ruckus Unleashed, using my Google Pixel 3A XL running Android 11 i  get:

"You need to be connected to an Unleashed network for remotely managing it. Do you wish to go to settings and select the right network?"

Even if I'm connected to the Ruckus Unleashed network I'm trying to add.

I have to use and older Android Tablet to add a new network to my account. It's then visible in my account, including on my Google Pixel 3A XL.

I was deploying a new Ruckus solution at a Client today, and I added the network using the 'hack' with the older Android Tablet, but when the Client tried adding the Ruckus Unleashed network he experienced the same problem, and he was using an iPhone.

My guess is that the app is not updated for the newest permission system on Android (and maybe iPhone?): I can't see the App has asked for permission to access information on a device's network state or similar, and therefore the permisson has not been granted.. 

Accepted Solution

Employee

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21 Messages

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240 Points

8 m ago

Hi Robert,

After investigating a similar issue with another customer we found out that there is a Private DNS setting which was turned ON, because of which the unleashed.ruckuswireless.com hostname did not resolve. Can you check if this is ON for you and can you test the app by turning Private DNS option OFF please?

Employee

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21 Messages

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240 Points

9 m ago

Hi Robert,

We used to see this issue with iOS sporadically but not from Android, however we are seeing a few complaints about the same thing for Android lately. We are debugging this and I will update you with our findings. Thank you for reaching out to us. You can also directly communicate with us at mobile@commscope.com. 

Employee

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21 Messages

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240 Points

9 m ago

Robert, may I ask what Unleashed AP version did you encounter this problem on?

13 Messages

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270 Points

Firmware 200.9 (latest, according to the device).

Edit: Ruckus R550 - full version number 200.9.10.4.212

(edited)

13 Messages

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270 Points

Same problem on R310 running 200.7.10.202.118.

Employee

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21 Messages

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240 Points

OK and this problem is with both connecting to configure.me AND an installed and up and running Unleashed network?

13 Messages

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270 Points

I've only tried connecting to an up-and-running Unleashed Network, since we use our laptops to setup the network.

13 Messages

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270 Points

Now I've testet with a brand new Unleashed: No problem connecting to the 'ConfigureMe' network (just not practical for us to use a Phone for the initial configuration).

13 Messages

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270 Points

8 m ago

Yep, that did it!

The settings looked a bit different on my Phone, but I found it.

For reference, here is how it looks on my Android Phone:

And here's where you change it:

Thank you!

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