Troubleshooting
Fixes for the messages ARRF shows, grouped by where they appear. If none of these resolves it, contact support.
”Can’t reach your APs”
Section titled “”Can’t reach your APs””Full message: “None of the APs answered an SSH probe. Check that this iPhone is on the same Wi-Fi network as your APs.” ARRF probes SSH (TCP 22) on each AP before a survey.
- Confirm the iPhone is on the same local network as the APs.
- Confirm each AP IP is correct in Settings → Connection → APs.
- If a management ACL or firewall limits SSH access to the APs, permit the test iPhone.
If only some APs answer, you’ll see “Some APs didn’t answer” and can Start anyway — offline APs are skipped.
”rkscli login failed (bad credentials?)”
Section titled “”rkscli login failed (bad credentials?)””The AP was reachable but the login was rejected.
- Manual surveys: re-enter the AP’s admin password under Settings → Connection → APs. Confirm you’re using the AP’s rkscli admin password.
- RUCKUS One venues: passwords are fetched automatically and rotate roughly every two days; ARRF refetches once on a login failure. If it persists, run Test connection in RUCKUS One account to confirm the tenant is reachable.
A related survey-time message, “rkscli login failed after credential refetch”, means even a fresh fetched password didn’t log in — verify the AP is genuinely R1-managed and reachable.
If the Survey lobby warns “No saved AP passwords — Live will fail to log in” before you start, no password is saved for any of your manual APs. The pre-flight probe only checks that port 22 answers, so it can report every AP reachable while every login still fails.
”no up WLAN broadcasting …”
Section titled “”no up WLAN broadcasting …””An AP has no up WLAN broadcasting your Target SSID. Set the correct SSID in Settings → Connection — the SSID picker lists what each AP actually broadcasts. See Connecting to your RUCKUS APs.
The AP’s host key changed
Section titled “The AP’s host key changed”Message: “host key for … changed”. ARRF pinned this AP’s SSH identity on the first connection and the AP is now presenting a different key, so ARRF refuses to connect. It will keep refusing until you clear the pin — there is no inline “trust it anyway”, because a changed key can indicate a man-in-the-middle.
If you replaced or factory-reset that AP, its identity legitimately changed and you can recover:
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Confirm the hardware on that IP is what you expect. If the key changed and you didn’t change anything, stop and investigate instead.
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Open Settings → Connection → Trusted APs. Each row is a pinned AP with its IP and
SHA256:fingerprint. -
Swipe the row and tap Forget.
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Reconnect. The next connection trusts and re-pins whatever key that AP now presents.
See Host-key trust and Trusted APs.
”RUCKUS One rejected my credentials”
Section titled “”RUCKUS One rejected my credentials””Under Test connection, ARRF reports the specific reason:
| Message | Fix |
|---|---|
| ”Enter the region, tenant ID, client ID and secret first.” | Fill in all four fields. |
| ”RUCKUS One rejected these credentials — check the tenant ID, client ID and secret.” | Re-copy the API credentials from RUCKUS One → Administration → Account Management. |
| ”Rate limited by RUCKUS One — try again in a minute.” | Wait and retry. |
| ”Can’t reach RUCKUS One — check this device’s internet connection.” | The tenant lookup needs internet; confirm the iPhone is online. |
Find my device can’t confirm
Section titled “Find my device can’t confirm”- “Didn’t feel the wave…” — hold the phone firmly and swing it side to side; waving isn’t available in the iOS Simulator.
- “More than one device moved…” — have others hold still and try again.
- “That device didn’t answer the probe…” — you likely picked the wrong client; try IP auto-match or pick again.
- Readings stopped mid-survey — iOS may have rotated your private Wi-Fi address. The AR view raises “Can’t see your phone — its private address may have rotated.” with a Find me button; tap it to re-find the target without ending the survey. See Find my device.
Camera paused during a survey
Section titled “Camera paused during a survey”“Camera paused — capture resumes when it’s back.” A phone call or Control Center interrupted ARKit. Capture resumes on its own when the camera returns; if tracking struggles afterward, follow the on-screen hints (“Move slower”, “Point at detail”).
”AR stopped: …”
Section titled “”AR stopped: …””A fatal ARSession error — the camera became unavailable, or tracking failed unrecoverably. The banner offers Restart AR (a fresh AR session, same survey) or Stop & save (end normally). Readings already collected are kept either way, so neither choice loses data. If restarting fails repeatedly, stop and save, then start a new survey.
Cubes are dropping more slowly than usual
Section titled “Cubes are dropping more slowly than usual”Look for a slowed ×2 or slowed ×4 chip at the top of the survey screen. The
iPhone is thermally throttling, and ARRF has deliberately halved or quartered its
polling rate to match. Let the phone cool — take it out of direct sun, out of a
case, or off charge — and full rate returns on its own. See Long walks and hot
phones.
”Survey not saved”
Section titled “”Survey not saved””The walk finished but writing it to storage failed — usually a full device. ARRF does not discard the data: choose Retry after freeing space, or Open anyway to reach the Results screen and export the report by hand before you leave it. See When a survey can’t be saved.
”Couldn’t open survey”
Section titled “”Couldn’t open survey””A History row whose document is missing from storage or damaged and can’t be opened. ARRF never deletes a file it failed to read, so a copy restored from a backup still opens. See When a saved survey won’t open.
The packet capture never arrives
Section titled “The packet capture never arrives”The AP TFTPs the pcap to your iPhone, so the return path matters as much as SSH. Check that ARRF has Local Network permission, that nothing blocks UDP 69 inbound to the phone, and that client isolation isn’t preventing the AP from reaching it. If you captured on the radio your phone is associated to, ARRF warned you for this reason — capture a different band or a different AP. See Packet capture.
No floor plan on the Results screen
Section titled “No floor plan on the Results screen”Floor-plan reconstruction needs a LiDAR iPhone and the Floor-plan reconstruction toggle on (Settings → Survey & capture, on by default), and it takes effect on the next survey. Non-LiDAR devices produce no plan. See LiDAR floor plan.