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Ruckus stopped working after recent power outage

Amulyabhat

After a power outage a couple of days ago, My Ruckus has stopped working. I just see the amber and yellow light. I was provided by a friend to follow instructions in an article "How to perform a software recover on an ICX7150 switch". When following the instructions and after connecting the two cables, when I try to open PUTTY under a "COM" session, it display an "error". I went into device manager to see if the USB "COM" connection was detected, but I do not see it. This is the exact same place I got stuck the last time around when the same issue happened. After many weeks of back and forth, I was sent an RMA, with a new ruckus box and then it has worked. Until, the power outage a couple of days ago, and I am afraid it is again the same issue and I am stuck at the exact same place.

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Accepted answers

imran.sanadi@commscope.com

Hi @Amulyabhat

Greetings of the day!!!

Thank you for sharing the requested information.

Based on the troubleshooting performed, your ICX-7150-C12P Switch is not responding to CLI/Console access, and the Software Recovery process has been unsuccessful. A hard reset was also attempted; however, the issue still persists.

As a result, this Switch unit appears to be defective and needs to be replaced through the RMA (Return Merchandise Authorization) process.

To initiate the replacement, please contact us via chat using the link provided below in this post. Kindly copy the URL/link of this post and paste it in the chat along with the serial number of your RUCKUS Switch when prompted.

Please refer to the example screenshot below for guidance on how to copy and share the required information:

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,
Imran Sanadi
RUCKUS | Lennar Home Community Support

All comments

Amulyabhat

Adding image of USB driver "Silicon labs" not working

Amulyabhat

Ok, I was able to download the driver on another personal device and can now FINALLY see the PORT in my device manager, but now when I open Putty to run the session (under COM3), I see a blank putty terminal (see below). I cannot seem to type anything

Amulyabhat

I did a bit more research on why I see this green triangle and cannot run anything on PUTTY ... see article below (same issue as mine) ... it seems its stuck in boot state and I need another RMA ... I'm doing my best to resolve this quickly as I do not have internet at home and causing me issues, so hopefully research and all troubleshooting methods can get us to a resolution asap.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/No-Command-Line-in-Putty/m-p/103006/page/4

imran.sanadi@commscope.com

Hi @Amulyabhat

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.

Based on the information provided, it appears that you are encountering issues with a RUCKUS ICX-7150-C12P Switch stuck in boot mode.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

Could you please let me know as the first step, if you tried to perform a physical hard reset using a paper clip by pressing the reset button multiple times? Suggest you to perform it a minimum of 35 to 40 times.

You can refer to the following RUCKUS Lennar Knowledge Base article for detailed instructions on the hard reset process:
/kb/articles/11-process-for-performing-a-physical-factory-reset-hard-reset-on-the-ruckus-icx-7150-c12p-switch

If that doesn’t work, please share a picture showing the Software Recovery cable connection between the Switch and the laptop.

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

Thank you again for your patience.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Amulyabhat

35 to 40 times? I tried about 5 times and no luck. Everytime I do the reset it goes back to the Amber and green light as shown in the image below. I am also attaching the image of the usb to type c connection from laptop to switch