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Sat, Aug 24, 2019 7:25 PM

Answered

Ruckus Cloud Outage - Network Down - APs and Licenses got deleted

Received alerts this morning at 4am PST all our licenses expired.  Checked online and all our APs got deleted.

Got on the phone with Ruckus and they say its a known outage.

Anyone else still down at this moment?

All our APs got wiped from our cloud portal, end users no longer seeing our SSID brodcast.. we are completely down on wifi


edit: we are in Los Angeles

Responses

16 Messages

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256 Points

a year ago

I am also facing the same situation here in Sao Paulo (Brazil)  since 7:00 am BRT (02:00 AM PST).

The case has been opened at Ruckus Support, but there is no estimate of when it will be resolved.

All our APs have been disconnected since 7 am.


16 Messages

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256 Points

a year ago

Maybe I have not done a full search, but I found no previous warning / notification that there would be a maintenance on Ruckus Cloud today, either, that the service could be an outage for so long.

9 Messages

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150 Points

a year ago

we are still down -- its been about 10-11 hours total now.  have you dialed phone support? any updates

16 Messages

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256 Points

Yes, I talked to a Ruckus Support engineer by phone early in the morning.

He said they are working to reactivate the service as soon as possible, it is an issue with License Server, the case is escalated, but in fact, nothing has changed since the beginning of this outage.

Still down since 7:00 AM BRT (02:00 AM PST) Over 11 hours now.

16 Messages

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256 Points

How about you WL in LA? Is your network back - up and running?

2 Messages

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70 Points

a year ago

We are still down in Florida 5:02 PM Eastern time.  Over 12 Hours now.  Very very bad for us.

9 Messages

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150 Points

a year ago

are you guys showing any AP in the portal? or is it still 0?


16 Messages

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256 Points

Zero! 

9 Messages

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150 Points

a year ago

from my observation: it looks like the licenses got readded to my account - tried manually adding the serial numbers to the AP, it gets added but the provisioning server is not up.  so the APs show "never connected to cloud"

16 Messages

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256 Points

a year ago

Commscope's stock could plummet on Monday if this problem persists without a solution, and it seems that everything is on its way.

Worse than the problem is the company's lack of attention because no information is shared about the progress of the case, nor is there any prediction of when it will be resolved.

9 Messages

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150 Points

a year ago

still down - any updates from you guys? its now 13+hours

16 Messages

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256 Points

Still down here too. After more than 14 hours.

No Ruckus Support information / contact for more than 5 hours - total silence.

9 Messages

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150 Points

a year ago

still down for me. 11PM pst... anyone else?

i am still showing zero APs on my portal. end users do not see any SSID broadcasted.

/anyone got any news from support???

16 Messages

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256 Points

a year ago

28 hours later and the network still down.

16 Messages

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256 Points

a year ago

Any news from folks in Florida and Los Angeles? Is anyone somewhere else in the world still having trouble with Ruckus Cloud?

Has anyone managed to implement any bypass solution to reactivate the network?

2 Messages

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70 Points

a year ago

It seems we are up and running in Florida.  Not sure about the rest of the World.

9 Messages

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150 Points

a year ago

Only 4 of our APs came back online. The remaining 9 are still offline. It says 'never contacted cloud'

We have a total of 3 venues, so only 1 venue is up, but only 30%. not even fully. The other two sites are down, completely

How many APs do you guys have? Phone support is saying they are combing per accounts to manually add and delete APs, per account. There's no blanket fix I don't think

Still down in Los Angeles

16 Messages

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256 Points

We have 1 venue and 38 APs still offline. We have tried to enter the APs manually, but have received the message that the AP serial number already exists.

The Ruckus Support message remains the same. They hope to resolve in the next few hours and ask for patience.

Still down in Sao Paulo.

7 Messages

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120 Points

Just updating this thread. As of 7 hours back, APs were back online.

9 Messages

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150 Points

a year ago

we just got fixed- up now in Los Angeles.

the main issue is the WAPs are pointing to license-expired.ruckus.com, you will likely need an engineer on to ssh into each AP to point it away.

this office location has only 13APs, which is managable.. i cant imagine what can be done with a much higher AP count, if not done manually

7 Messages

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120 Points

a year ago

Hi all,

We are deeply sorry for this service outage. Ruckus cloud team is working on resolving this issue.

We are being hit by a Flexera licensing outage. 3.6% of cloud managed APs were impacted yesterday. As of this morning,  50% of the APs are back online. Currently, 1.8% of  APs are still impacted. This number includes APs in North America and Europe data centers.

Thank you,

Ruckus Cloud Team