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Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55

Internet working, RUCKUS Switch ICX7150 does not turn on. Ruckus support team is giving me the run around asking for pictures (already posted). I’m a Lennar Home customer and promised lifetime warranty for RUCKUS. It’s been 30 days and I have not received the RMA so I can replace this non working switch. RUCKUS need to honor the commitment of lifetime warranty. Send the RMA. Perhaps complaints should be filed at the Bettef Business Bureau.

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Accepted answers

imran.sanadi@commscope.com

Hi @Mars55

Thank you for the response and for sharing the requested information.

As per the error we are getting on putty seems like the Kernel image is corrupt and Switch is flashing lights continuously. And Switch is not powering up normally when plugged into a well-known power outlet.

Based on the troubleshooting done, you confirmed, and we saw that after the reset, booting up the Switch, and trying the software recovery process multiple times, the failure persists. This Switch unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL) and paste it into the chat to start the unit replacement.

Please follow the below steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided below:

The below link is to contact us by chat (only)

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

NOTE: Please feel free to mark the post as ACCEPTED SOLUTIONS.

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

Thank you again for your understanding and we appreciate your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

All comments

imran.sanadi@commscope.com

Hi @Mars55

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

Apologies for the any inconvenience.

As per the case description, I could understand that your RUCKUS ICX-7150-C12P is not turning on.

Please try to check by replacing another Power cord with the Switch. In case the current power cord had damaged.

Did you try to reset the Switch with a paperclip? If not, please refer to the below process.

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 IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES AS DESCRIBED ABOVE.

Please check and 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.

Mars55

On the 4th console reset attempt using a paper clip, the switch appeared to reboot, then several amber lights appeared on the switch flashing quickly nonstop with lots of static clicking sounds then the switch powered off. This resolution has not worked.

imran.sanadi@commscope.com

Hi @Mars55

Greetings!!!

Thank you for the response and the update.

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.

Below is 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 share the screenshots if stuck at any step or error (if any) and 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.

Mars55

I’ve performed all the steps. Downloaded firmware, downloaded putty app, when I select the port to open putty the “boot” drive does not appear. I’ve included photos. I cannot reload the software.

imran.sanadi@commscope.com

Hi @Mars55

Greetings!!!

Thank you for the response and the information you shared.

Could you please provide an image/photo of where you have connected the cables to perform software recovery of the Switch? (Physical setup) like the following example:

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.

Mars55

The usb C cable plugged into laptop. Ethernet plugged from internet router to laptop. Pics attached.