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Power outage surge fried my Ruckus

Logan11

I had a power outage 2 weeks ago and when power was finally restored my Ruckus was fried. No connectivity to any of the multiple devices I have. Just had a tech leave after running tests on it and he confirmed it is fried and needs replacing. Can anyone help me here with arranging this. Also no power to the 2 extenders as well. Everything is dark.

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imran.sanadi@commscope.com

Hi @Logan11

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 your RUCKUS setup is not working following a Power Outage.

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

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

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.

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

Please help me with the above query 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 Support

Logan11

Thank you for your quick reply. I have attached a picture and both green/amber lights are solid and that’s all that is happening. No outward power is running from any port or the items that need to be using this router. No power running to either extender also from the power outage.

imran.sanadi@commscope.com

Hi @Logan11

Greetings!

Thank you for your response and the update.

Based on the image you shared, the RUCKUS switch is showing an amber SYST LED, which typically indicates that the switch is stuck in boot mode.

To further understand and troubleshoot this issue, please refer to the RUCKUS Lennar Knowledge Base self-help article below:
/kb/articles/4-fixing-ruckus-switch-with-an-amber-orange-light-on-syst-green-light-on-pwr-no-lights-on-aps

Kindly follow the steps outlined in the article and let me know if you need any assistance at any point during the process, I’ll be happy to help.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Logan11

Imran

Thank you for your detailed instructions. Sadly the reboot with the paperclip did not work after 48 times trying. So I went for the reinstall of the software. Another problem there. New computers (MAC) do not have ports for anything other than USB C. No Ethernet ports.

The instructions are showing and stating I need both for the completion of reinstallation. So now where do we go from here? All lights are blinking Amber still but without a Ethernet port how do we proceed from here?

Thank you and standing by

Jason

imran.sanadi@commscope.com

Hi @Logan11

Greetings!

Thank you for your response and the update.

Using a Windows laptop would make the process easier.

If you are using a Mac, since it does not have a built-in Ethernet port, you will need to use an external Ethernet adapter (please refer to the screenshot).

Please proceed with the above steps and let me know if you encounter any issues at any point, I’ll be more happy to assist.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

imran.sanadi@commscope.com

Hi @Logan11

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 Support

Logan11

Thank you and I got the parts in today and will be working on everything in a few so I shall let you know if it works and then we can proceed from there. Thank you again for your help.

Logan11

Imran

Ok so there is a problem with using my Mac to reinstall the software.

First-The link on your page for PUTTY does not have a Mac option.

Second- The link for the TFTP when you click on the link it goes to a webpage error 404 not found.

So now the Ruckus is still not working and I do not have a Windows machine (haven’t in 20+ years) What I would like is to please have you send me a new one that is fully updated and running on today’s firmware and I shall return this one to you.

We are in the process of selling my house yet can not as this Ruckus is not working and is effecting many things that the house needs to run properly and I can not sell a house with faulty electronics.

imran.sanadi@commscope.com

Hi @Logan11

Greetings!

Thank you for sharing the requested information.

Based on the troubleshooting performed, your ICX-7150-C12P Switch is not responding properly, 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 use the private chat option to respond so we can proceed further. For your reference, I have included a screenshot below.

A person holding a microphone AI-generated content may be incorrect.

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

imran.sanadi@commscope.com

Hi @Logan11

Greetings!

I’ve raised an RMA case and sent you a private message with the RMA details.

You will receive further notifications from the RMA case. Please check and let me know if you have any questions.

Thank you once again for your patience.

If your issue has been fully addressed, please click the Kudos button and mark the responses as an Accepted Solutions.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support