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Ruckus ICX 7150-C12P RMA request

jeremy

I encountered the same issue as https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/ICX7150-C12P-won-t-boot-DRAM-Validate-Shmoo-parameters-stored-in/m-p/76172

The switch condition and situation are completely the same. The physical factory reset doesn't help and the software reset fails because no <boot> cli is shown in the console. The solution from this thread ends at "RMA" but no further information is provided. The "chat" only opens a "case" which quickly closes for the reason of "Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email."

To prove that I didn't lie, the image of the dead switch is attached to this post. How should I request an RMA? What further information should I provide? Image of the dead Switch

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Accepted answers

pinky_ruckus

Hello @jeremy ,

Thank you for the response.

A case has been created with the Ruckus Support Team and the case number is 01945463.

The RMA team will send you an email with the shipping details of the replacement device.

You may also initiate a chat or respond to the email for any further queries regarding the RMA.

Please let us know if you have any queries in this regard.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home COmmunity

All comments

pinky_ruckus

Hi @jeremy ,

Greetings!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

From the case description, I understand that you are getting stuck while performing the Software recovery process.

Also, the putty is not showing boot commands and boot is not running.

I would request you to please check if both the drivers are installed as per the software recovery article.

Please share the screenshot of the COM port details. COM port details should be with the silicon lab name in the device manager.

Once again, please make sure to download the zip drive for the file below & "extract all". Once it's extracted, run the file, the driver should be installed using the 2 links below.

Link 1: https://support.ruckuswireless.com/software/1414-brocade-ruckus-7150-usb-serial-driver-windows

Link 2: silabs.com/developers/usb-to-uart-bridge-vcp-drivers?tab=downloads

Could you please restart the laptop after installing the drivers and check the COM port details in the Device Manger from the Control Panel?

Also, please wait for few minutes and check if boot> prompt is visible.

Please share the screenshot of the Putty where you are getting stuck.

Please let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

jeremy

Hi, here's the screenshots that you requested:

https://drive.google.com/drive/folders/1O1Y96RoV_Ly3k6Vj6hHTG_545fNRM1vv?usp=sharing

Please note that the screenshot of the putty is shot after restarting the switch by unplugging the power. It starts as:

Ruckus Networks Bootloader: 10.1.18T225 (Jul 13 2020 - 01:53:18 -0700)

Booted from partition 1
DRAM: Validate Shmoo parameters stored in flash ..... failed!
R04. Configure reference voltage
R08. ZQ calibration

In summary: all drivers are installed, all connections are checked, the ethernet setting is checked, the factory reset has been tried 10+ times, the COM port is checked, boot cli won't appear.

Please let me know if you have further questions.

pinky_ruckus

Hello @jeremy ,

Thank you for the response.

I understand that you are getting stuck while performing the software recovery.

I would request you to please share the cable connection between the Switch and the laptop while performing software recovery. (Please see the below picture as reference)

Please let us know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

jeremy

Hi, here are the images that you requested.

The USB C to USB A line can transport data between other devices. The Ethernet line also worked well before this power outage.

pinky_ruckus

Hello @jeremy ,

Thank you for sharing the pictures.

Based on the troubleshooting done, your ICX-7150-C12P Switch is stuck in bootmode and tried to complete the software recovery. However, you were unable to complete the software recovery as you were not getting boot option in CLI. This Switch unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL), and paste it into the chat to start the unit replacement.

Please follow the steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided:

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers as Accepted solutions.

Please let me know if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

jeremy

Hi,

After I enter https://support.ruckuswireless.com/contact-us, I click the chat button on the right and type the following:

Are you a Lennar Homes customer?: Yes

How can we help you today?: Need to replace a product

Please enter a valid serial number for the RMA: FEK******** (the serial number on the machine's back)

What is the subject for the RMA?: After a power outage, the switch no longer works at all

Please post your support findings from the Ruckus Lennar community thread: https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-ICX-7150-C12P-RMA-request/m-p/103228

Please set your shipping information: My shipping info

Please set your contact information: Email, my email

Contact Info was set successfully

Okay, we've created case 01945463 for you to track this request.

And ends. If nothing accidental happens, this "case" will quickly be closed and no progress can be make. HOW CAN I APPLY FOR RMA?

pinky_ruckus

Hello @jeremy ,

Thank you for the response.

A case has been created with the Ruckus Support Team and the case number is 01945463.

The RMA team will send you an email with the shipping details of the replacement device.

You may also initiate a chat or respond to the email for any further queries regarding the RMA.

Please let us know if you have any queries in this regard.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home COmmunity

pinky_ruckus

Hello @jeremy ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

I would like to know if you require further assistance since our last correspondence. Should you have any questions or if the status of your case has changed, please let me know by responding to this post.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.