Thursday 2 February, 2pm
We’ve worked with Ruckus and most switches are now appearing as ‘online’ in the SmartZone controller. We’re continuing to proactively work on the remaining switches that are showing as ‘offline’.
Please contact our Customer Support team if you are experiencing devices as showing ‘offline’ and we can investigate these for you.
We apologise for the inconvenience this has caused and continue to work on remedial actions until this is completely resolved.
Tuesday 24 January, 5pm
All switches that are online are showing as offline on the Ruckus SmartZone controller, meaning schools and IT providers are unable to make changes through SmartZone.
You can check the actual status of your school by going to the access points tab in the SmartZone controller. Here you will be able to see whether the access points are online or offline.
In the meantime, if you have SmartZone changes you need to make, please contact us on 0800 LEARNING .
Monday 23 January, 9.40am
For any schools still experiencing disruptions you’ll need to reboot all your switches, one at a time, in all affected cabinets. To do this please follow these steps onsite:
1. Unplug the switches’ power cable(s) for 5 seconds.
2. Plug the cable(s) back in.
3. Wait for 15 minutes.
If this hasn’t worked in some areas of the school where you can’t connect to the internet through Wi-Fi/ethernet, please repeat the steps above.
Rebooting your switches should bring them back online (as well as the access points), and your internet services should resume.
Sunday 22 January, 6.30pm
We’re aware of an issue impacting schools where core switches are showing as ‘offline’ resulting in the loss of internet service.
If your school still doesn’t have internet service you’ll need to reboot the core switch in the main cabinet. To do this please follow these steps onsite:
1. Unplug the core switch’s power cable for 5 seconds.
2. Plug the cable back in.
3. Wait for 15 minutes.
Rebooting your core switch should bring it back online, and your internet services should resume.
If you have any issues following the above instructions, or if the above steps do not work, please call our friendly Customer Support team on 0800 LEARNING (available from 7am on Monday 23 January). We will ensure your call is prioritised and will guide you through the required actions.
Original update:
We’re aware of an issue potentially impacting schools where access points and switches are showing as ‘offline’ and may be disrupting internet services.
N4L and Ruckus engineers are working on the issue and the majority of affected schools’ internet service is back on. In the meantime if you have any questions, please contact our Customer Support team on [email protected]. On Monday 23 January the team will be available from 7am.