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Ruckus ICX7150-C12 Switch is frequently dropping internet connection

I own a Lennar home that comes with a pre-installed Ruckus ICX7150-C12. I never had issues with the internet connection from the switch until a Spectrum agent came over to my house to replace their modem with another one. Since then, any connection via the ruckus switch, either through ethernet or the unleash wireless access points, has been unstable. Unstable, meaning my browser failing to find the DNS server, videos not loading, etc. My router, a TP-link AC1750, is connected in between the ruckus switch and modem and has no problems connecting to the internet. I've tried resetting the Ruckus Switch via powercycling and factory resetting the TP-link router, but the issues still persist.

I also noticed that the Spectrum representative rearranged my cat6 cables that are connected from the router to the switch. I don't know why he did this, or what else he changed. Currently, the configurations are this: The modem's ethernet cable is connected to the router, and the router's ethernet cable is connected to one of the 10 numbers ethernet ports.

In short, the ruckus switch's connection to my internet has been poor ever since my modem was swapped out for another one. Resetting all three devices (switch, router, modem) doesn't seem to have helped.

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Hello,

Understand your situation, but Its difficult to predict what the issue could be. Since it all started after the replacement of modem, Pls check any settings got changed or DNS address on router (primary/secondary) which can cause similar issues.

If you have access to switch (telnet/console), You may also open a Tac case so one of our tech can look into the problem.

Is it the same irrespective of connecting to wireless or wired ?

Thanks

Jijo

Thanks for the reply. I had already opened a case with support and basically what had happened was that the switch converted to router mode, which might have happened after the spectrum techincian powered off the switch. The ruckus engineer switched it back to switch mode and all is good for now.

Glad to hear that, You can also set the system to always boot from primary or secondary based on where the switch image is loaded.

Here is the reference link, You may also ask the ruckus tech for config assistance.

http://docs.ruckuswireless.com/fastiron/08.0.90/fastiron-08090-commandref/GUID-9B008914-403A-4FE1-8445-5DCD63F9A1A2.html

Thanks

Jijo

Hi I just wanted to provide concrete answers on how to determine if your switch is in router mode or switch mode My symptoms:

Intermittent traffic drops on ruckus network

Normal traffic on ISP gateway

DHCP list on ISP gateway's web GUI showed ICX7150-C12 Router

Now to fix it... Write down the IP address that the device was assigned. In my case it was 192.168.1.89.

Open a telnet session to the switch. Using bash on Windows worked, or perhaps putty bu the gist is 'telnet 192.168.1.89', I wasn't able to get the web GUI to work

NOTE: you need to be connected to your ISP gateway or something that's not the ruckus AP because for some reason this doesn't work

'show flash'

Validate that you see an image with SPS in the primary, in my case it was SPS in the pri (primary) and SPR (router) in tehe sec (secondary)

'enable'

Enter EXEC mode

'boot system flash primary'

Tell it to boot to the primary image

'y'

Agree to boot to the primary

At this point you should get kicked off the telnet session and you should see it change to 'ICX7150-C12 Switch' in the DHCP list and everything should work as normal. I hope this helps other people who encountered this during WFH and banged their heads.

In addition I used these commands to backup the current images in flash, then copy my switch image:

enable
show flash
1. write down the names of the images in parens
copy flash disk0 primary sps08080d.bin
copy flash disk0 secondary spr08080d.bin
copy flash flash secondary

Answers are using IT jargon and not helpful at all.

This was very helpful Dylan

I have the same issue how do I fix it?

Juan, you have not provide enough information on what the issue is and what steps you have taken to determine it that so far. I am going to assume that you are very familiar and comfortable with network troubleshooting..

Dylan provides very detailed steps on how to reset your ICX7150 from router mode back to switch mode. Are you familiar on how to use Telnet or similar software to log into the switch? If not, you should open a Support case with Ruckus. Or better still, call your Lennar Home warranty department and work through them.

Hi - I am some what technical but don't know how to use TELNET - this has been frustrated as Lennar's reply is they are not a technology company and can not support anything from their SMART HOME SELLING IDEAS

my current situation is the following - if I connect to the ATT router via cat5/6 cable or wifi I have no issues

if I connect via the Rockus devices - can stream, cant use VOIP, and internet pages timeout - via wifi or via hardwire

on my amazon firestick if I use VPN then I can get a slow stream - if VPN is not active Netflix, Disney plus or any other streaming service is useless (via WIFI on rockus)

Your best bet would be to open a case with Ruckus. They are very helpful. They will take control of your laptop and then troubleshoot the ICX switch.

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

This will also help.

Find great information, steps and details for your Ruckus at home:

https://support.ruckuswireless.com/hth-ruckus-at-home

I know this thread is a bit old but I just came across this problem and am having trouble getting connected to a telnet or ssh connected to the switch. It all makes sense on the page, I just cant get into the client at all. Any tips? My setup is ISP Modem - > ISP Router - > Ruckus Switch.

We recently had a large power outage and had been getting massive DNS issues and had the ISP come out and replace our router but then it started having issues again with the wireless.

@jared_hughes What Telnet software are you using? I use PuTTY and it is very effective. I am assuming you know the IP address of the ICX switch that you are connecting to? See screen-shot. If you do not know the IP address, then login to the Admin panel of your ISP Router and look for Device List and scroll down till you find the switch. Match the name to MAC address so it is the same and then write down the IP address.

Image_ images_messages_6120f91f8aa86038a245a246_3fb4cf925580dd35b48bc6815ae6fe75_putty_ICX7150-e9165028-ee98-4d17-b9d1-70468edcb2f9-861171646.GIF

@ravi_ramakrishnan I am able to get into the switch, enter exec mode, view current images, and I rebooted from primary image that had SPS in the name.

When the ruckus came back up it was still visible on my gateway as ruckus-router and I got back in with putty using ssh and it's still has the name of -router. I still get the random DNS drops as I did before.

@jared_hughes My recommendation is to open a support ticket with Ruckus on their portal. Very easy to do and they are responsive. They may take a week or so to respond (since home cases are P3 priority) but when they do, they are awesome and efficient.

My guess is that after the last power outage, your switch is not rebooting from the PRI config instead it using the SEC config. In my case, the support engineer copied the PRI config into the SEC and now they are both the same. There is no -R config anymore. It will never revert to -R mode.

I cannot recommend any steps for you bcos I do not know how to verify if your PRI config is actually good. So, please login (or create a login) to their portal and open a case. You can also CHAT with them and open a ticket. You will need serial numbers, MAC add and other info for your ICX switch.

Same problem Lennar home. I'm having trouble accessing serial login. What is the default login for the serial connection?

I have the identical issue.

call Lennar Ruckus support at 877-676-8641.
Drew helped to determine that the ICX7150 switch was acting as a router and not as a switch.
if that can be changed, great, but mine wouldn’t change.

He told me to get an RMA from Ruckus. They sent me one the next day.
problem solved, i hope.

I followed these instructions but I used the usb-c COM interface, where I could stay connected during reboot.The didn't work for me either, but I could see why:

The issue is that the Primary image got corrupted during power loss. When the device tries to boot from there, it fails and then tried to boot from the secondary image (router mode) which succeeds.

Here is my boot log:

Booting image from Primary

NAND read: device 0 offset 0x0, size 0x2000000
8 ecc_errors after reading 1b48000:1b49c00
iproc_nand_read_page returned 2
NAND read from offset 0 failed -22
0 bytes read: ERROR
## Loading kernel from FIT Image at 70000200 ...
Bad FIT kernel image format!
ERROR: can't get kernel image!
could not boot from primary, no valid image; trying to boot from secondary
device 0 offset 0x0, size 0xc0000
BOOTING image from Secondary

Hi Dylan, can you help me please? I need this same solution but am technology illiterate. How do I open a Telnet session? And the numbers to your steps , e.g. “show flash” , is that something I type? Could you please reply as if you’re explaining to a 2 yo please. I’m desperate for this to get fixed! Thank you!!

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