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Faulty Device

Mezhgan39

Case# 01986506 - the device is faulty, it does not connect and I tried to reset. Can I get a replacement? Please see below correspondence from customer service. Thank you.

Hello Mezhgan,
We can get the device replaced please chat with engineer in forum and paste the conversation link where it says the device is faulty and should be replaced.
Best Regards,
Praveen Vellusuri (Senior Customer Support Representative)
Licensing and Administrative Team (LAT)
My Extension#1208571

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imran.sanadi@commscope.com

Hi @Mezhgan39

Greetings!!!

Thank you for reaching out to the RUCKUS Lennar Home Community.

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

We apologize for any inconvenience this has caused and are committed to assisting you promptly. We cannot directly approve a replacement without any information or without trying the troubleshooting process.

To better assist you, could you please provide the following information:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began?
2. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

Please log into your RUCKUS Account before uploading these photos/screenshots.

Please help me with ALL the above queries, and should you have any further questions or concerns, feel free to reach out.

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Mezhgan39

thank you and please see below responses to each questions.

1- I confirm that the RUCKUS setup was previously operational, and there were some power outages due to storm before the issue began. the RUCKUS system would be on and off with issues.

2. The lights are green please see attached photos.

3. The internet is connected, but very weak and only works in downstairs.

4. there are no lights on both upstairs and downstairs access points

I uploaded the photos, but I am not sure if they are saved for you to access and review

Mezhgan39

here is one more picture

imran.sanadi@commscope.com

Hi @Mezhgan39

Greetings!

Thank you for your response and for sharing the update.

Based on the image you provided, the LED indicators on the RUCKUS ICX-7150-C12P switch appear to show normal operational status.

However, it is possible that the switch ports are not supplying power to the connected Access Points.

To verify this, please connect the ISP Router and Access Points cables to any available 12 ports on the RUCKUS Switch, follow the steps outlined below, and provide us with the requested information for further investigation.

1. First, identify the current IP address assigned to the switch ICX-7150-C12P by your local router. You can use an IP scanner tool to easily locate the switch's IP address on your network. Here is a guide on how to perform this using the IP Scanner free applications:

/kb/articles/10-how-to-find-the-ip-address-of-the-ruckus-devices-switch-and-aps-using-ip-scanner-free-applications

2. Once you have identified the IP address of the switch, proceed to access the Command Line Interface (CLI) of the RUCKUS ICX-7150-C12P switch. Here is a guide on how to access the CLI:

/kb/articles/8-how-to-access-the-command-line-interface-cli-of-the-ruckus-icx-7150-c12p-switch

If you can access the Command line the prompt should look like below:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

3. After successfully accessing the CLI, please execute the following commands and provide the outputs:

enable

show version

show flash

show inline power

show inline power detail

show interface brief

Please share the command outputs or screenshots if you encounter any issues or errors during these steps.

Feel free to reach out if you have any questions or require further assistance.

Thank you for your cooperation and patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

imran.sanadi@commscope.com

Hi @Mezhgan39

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Mezhgan39

I am not at the property and hear that the access point has no lights on. I will go this weekend and see if I can troubleshoot. I wish there was a live person who can walk us through. This process is not very user friendly.

imran.sanadi@commscope.com

Hi @Mezhgan39

Greetings, and thank you for your response and the update.

Please accept our sincere apologies for any inconvenience caused. As of November 2022, RUCKUS Support for Lennar Homes customers has transitioned exclusively to this community forum. We no longer provide support via phone, email, or remote sessions.

This forum operates on a best-effort support model. That said, please rest assured, we are fully committed to assisting you every step of the way. If you encounter any challenges during the requested process, we’re here to help.

Kindly share the requested information at your earliest convenience, and don’t hesitate to reach out if you need further assistance at any point.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

imran.sanadi@commscope.com

Hi @Mezhgan39

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community