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Network Servers are not working

crystallee2326

Hi, we purchased a Lennar homes 2 years ago, the network server downstairs and upstairs stop working one month ago, Lennar gave us the link to contact you for this issue. We were charged $4,000 each for network server by Lennar builder, and they stop working just after 2 years , could you please have someone come to fix them?

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imran.sanadi@commscope.com

Hi @crystallee2326

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared,

From the case description, I could understand that your RUCKUS setup is not working for a month.

Could you please let us know?

1. Was there any Power outage just before you started facing this issue?

2. On your switch while it's plugged into the outlet, do you see any lights on? (Amber or green) Please let us know which lights are on. (Please refer to the below picture and share a picture of the same)

3. Also please Make sure it is plugged into a well-known outlet/power source.

4. Is your Internet Connection from the Internet Service Provider (ISP) stable and working?

5. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below screenshot)

Please let us know the answers to the above queries or if you have any queries in this regard.

Thank you again.

Best regards,

Imran Sanadi

Lennar Home Community.

crystallee2326

Hi Imran,

Thank you for your reply, below are my answers to your questions,

1. Was there any Power outage just before you started facing this issue?

- There was no Power outage before I started facing this issue.

- there is no light on (Amber or green).

3. Also please Make sure it is plugged into a well-known outlet/power source.

- Yes, it is plugged into a well-known outlet/power source.

4. Is your Internet Connection from the Internet Service Provider (ISP) stable and working?

- Yes, my internet connection from the Internet Service Provider is stable and working.

5. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below screenshot)

- there are 5 Access Points with no lights on.

Could you please a Technician come to our house and check what's wrong with the server boxes?

Thanks

Crystal

imran.sanadi@commscope.com

Hi @crystallee2326

Greetings!!!

Thank you for the response and the information.

Could you please share a picture showing the status of lights and ports on the switch panel? (Please refer to the below screenshot).

Before uploading the photos please login to the RUCKUS account and you can upload the image.

I truly Apologize for the inconvenience.

Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via this community forum support model.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

We will help you with troubleshooting steps with guides. We have tried to create the guides as non-technical as possible, so that they are not much difficult to follow.

Please do let us know if there is any help required on the troubleshooting steps or if you are stuck at any point. We are happy to help you.

Thank you again for understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

crystallee2326

Hi Imran,

The portal doesn't allow me to upload images, I will send you the pictures via email.

crystallee2326

imran.sanadi@commscope.com

Hi @crystallee2326

Greetings of the day!!!

Thank you for the response and the information you shared.

As we can see from the picture you shared there is an amber/orange light on the "SYST" and a green light on the "PWR" on the Switch. Meaning the Switch is stuck in the boot mode.

Basically, due to the power outage/ power spike, the switch went to a state that we call ‘boot mode’ that is not able to boot up properly.

Please follow the below steps in order to fix this issue:

First, we will try to reset the Switch as described below:

1. Please try to disconnect from the Power outlet the ICX-7150 and reconnect.

2. Please try to press the reset button using a paper click or a small stick

Remove power from the switch.
Press and hold the Reset button while applying power to the switch.
After all the system LEDs flash amber, release the Reset button.

Below is the Guide and Videos link for your reference:

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE7.html

Video link: https://www.youtube.com/watch?v=6jHMTdo_hK4

IF RESET DOESN’T WORK: Please follow the below steps.

If the reset does not make any difference, we need to perform a software recovery since it can be that the image flash is corrupted in basic words the unit is not able to boot up properly and need re-install the image to boot up properly.

3. We must get console access to the ICX-7150-C12P Switch as mentioned in the steps from the guide below:

How to console in the ICX-7150-C12P:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12c-using-a-Windows-Machine/td-p/46759

Below are the Guide and Video Link to perform the Software recovery process:

Please refer to the below guide and Video link:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483

Video Link: https://www.youtube.com/watch?v=Ql22blH_CGo

Please let us know once you finish this process. So that we could assist you in upgrading your Switch to the latest stable version to avoid these issues in the future.

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

Thank you again.

Best regards,

Imran Sanadi

Lennar Home Community.

crystallee2326

Hi Imran,

This is incomprehensible to us. we are not tech savvy. We spent $8000 on these two units 2 years ago. Now they are not working. We had cox cable to come in and try to fix it, they were not able to do it.

At this stage, we are requesting that you stand behind your products and fix this issue.

The only other option for us will be to seek legal help, if you refuse.

Regards,

Kamran Afrasiabi and Li-Ling Lee

imran.sanadi@commscope.com

Hi @crystallee2326

Greetings!!!

Thank you for the response.

We truly apologize for the inconvenience.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

This is a Switch software issue that could be resolved by following the troubleshooting steps described in the previous post.

Please do let us know if there is any help required on the troubleshooting steps or if you are stuck at any point. We are happy to help you.

We have tried to create the guides as non-technical as possible so that they are not much difficult to follow. However, if you continue to have difficulty following the steps, we would recommend that you seek outside help or a technician.

Thank you again for understanding.

Best regards,

Imran Sanadi

Lennar Home Community.