Using the Support Options on the Web Interface

The Support tab on the web interface helps you recover an AP when it loses connection with Ruckus LTE AP Management Service, and also allows Ruckus Support to access your account for troubleshooting, when required.

Recovery Network Passphrase

If an AP loses its connection to the AP Management Service, you cannot manage it from the AP Management Service web interface.

To regain access to the AP, you must connect the SSID of the network, which is named "Recover.Me". You must also enter a 16-digit passphrase to connect to the recovery network.

To view the current recovery network passphrase, click the eye icon. The passphrase appears in plain text.

To change the recovery network passphrase, click Change. When the Change Recovery Network Passphrase page appears, enter a new 16-digit passphrase, and then click Save.

Allow Access to Ruckus Support

If you request assistance from the Ruckus Support Team, you may be asked to enable the Allow Access to Ruckus Support feature to grant Ruckus Support temporary administrator-level access to your account. The temporary access is automatically revoked after seven days.

To allow Ruckus Support temporary access to your account, toggle the switch to the ON position.

CAUTION: You must enable the Allow Access to Ruckus Support feature only when requested by Ruckus Support.