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ICX-7150 Dropping all Connections Multiple Times a Day

diver19743

I just had support help me to getting my ICX-7150 on the stable switching code. Unfortunately, all connections drop multiple times a day, My APs drop as well as wired connections like my television. I also can't download more than 10mb/s despite having a 2.5GB fiber connection to the internet.

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imran.sanadi@commscope.com

Hi @diver19743

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I could understand that your RUCKUS setup is not working, and Access Points do not have power.

Could you please let us know the answers to the below queries to assist you better?

1. Was this working before or is it a new installation? If it worked before, was there any power outage 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, showing the light status and the FULL Switch panel cable connections to the Switch ports)

3. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from Router to a laptop/PC).

4. 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 picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. Also, light the status of Access Points.

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

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

diver19743

You have the problem statement wrong; I never stated the APs do not have power. They are just disconnecting, the SSID is still accessible, but one of the APs goes offline. Later one it will happen again, this time it will be the other AP. Every time I turn on my TV, it gives me a network error.

1.) This is not a new installation which was inferred when I stated that I just had support work with me to get it on the preferred switch code.

2.) the Syst and Power lights and all wired ethernet connections are green. I am unable to provide photo evidence as this device is mounted to the wall with no access for photography.

3.) Yes my AT&T router is only 3 months old and is running the most up to date firmware. I have performed a speed test and I am getting what I expect out of a 2.5GB connection.

4.)2 APs which is a typical Lennar setup and the lights that should be green are green. See attached

Let me state again, that the APs disconnect from the switch as well as the wired connections, so I don't think the APs are the issue. The last case I opened was because my switch wasn't able to flash the firmware, so I do believe something is not working on the 7150.

imran.sanadi@commscope.com

Hi @diver19743

Thank you for the response and the detailed information you shared.

Apologies, to assist you better we need a picture of the RUCKUS ICX-7150-C12P Switch showing the light status and the Full cable connections to it’s ports as shown in the below screenshot.

Please help us with a picture 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.

diver19743

As I have stated, I am unable to provide a picture without turning off my entire network which would have an impact on my wife's business. As I stated, all ethernet connections are green and the System and Power lights are solid green.

diver19743

ICX7150-C12 Switch>show inline power

Power Capacity: Total is 124000 mWatts. Current Free is 93200 mWatts.

Power Allocations: Requests Honored 14 times

Port Admin Oper ---Power(mWatts)--- PD Type PD Class Pri Fault/
State State Consumed Allocated Error
-----------------------------------------------------------------------------
1/1/1 On Non-PD 0 0 n/a n/a 3 non-standard PD
1/1/2 On Off 0 0 n/a n/a 3 n/a
1/1/3 On On 1800 15400 2P-IEEE Class 3 3 n/a
1/1/4 On Off 0 0 n/a n/a 3 n/a
1/1/5 On Off 0 0 n/a n/a 3 n/a
1/1/6 On Off 0 0 n/a n/a 3 n/a
1/1/7 On Non-PD 0 0 n/a n/a 3 non-standard PD
1/1/8 On Off 0 0 n/a n/a 3 non-standard PD
1/1/9 On Off 0 0 n/a n/a 3 n/a
1/1/10 On Off 0 0 n/a n/a 3 n/a
1/1/11 On On 5200 15400 2P-IEEE Class 3 3 n/a
1/1/12 On Non-PD 0 0 n/a n/a 3 n/a
-----------------------------------------------------------------------------
Total 7000 30800

ICX7150-C12 Switch>Show Interface brief

Port Link State Dupl Speed Trunk Tag Pvid Pri MAC Name
1/1/1 Up Forward Full 1G None No 1 0 c0c5.20a0.de97
1/1/2 Down None None None None No 1 0 c0c5.20a0.de98
1/1/3 Up Forward Full 1G None No 1 0 c0c5.20a0.de99
1/1/4 Down None None None None No 1 0 c0c5.20a0.de9a
1/1/5 Down None None None None No 1 0 c0c5.20a0.de9b
1/1/6 Down None None None None No 1 0 c0c5.20a0.de9c
1/1/7 Up Forward Full 100M None No 1 0 c0c5.20a0.de9d
1/1/8 Down None None None None No 1 0 c0c5.20a0.de9e
1/1/9 Down None None None None No 1 0 c0c5.20a0.de9f
1/1/10 Down None None None None No 1 0 c0c5.20a0.dea0
1/1/11 Up Forward Full 1G None No 1 0 c0c5.20a0.dea1
1/1/12 Up Forward Full 100M None No 1 0 c0c5.20a0.dea2
1/2/1 Down None None None None No 1 0 c0c5.20a0.dea4
1/2/2 Down None None None None No 1 0 c0c5.20a0.dea5
1/3/1 Down None None None None No 1 0 c0c5.20a0.dea6
1/3/2 Down None None None None No 1 0 c0c5.20a0.dea7
mgmt1 Down None None None None No None 0 c0c5.20a0.de97

diver19743

Do you have next steps, this is becoming unusable?

imran.sanadi@commscope.com

Hi @diver19743

Greetings!!!

Thank you for the information you shared.

The connection may drop when 2.4G and 5G have radio interference.

I would suggest you create a new WLAN/SSID and create a separate 5G network from your Unleashed Access Point to avoid any Wireless interference with 2.4. Please refer to the below link and screenshot. Please refer to the below links to create and new WLAN/SSID.

Creating a New Wireless WLAN (SSID):

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Creating-a-New-Wireless-WLAN-SSID/td-p/47049

Video:

https://www.youtube.com/watch?v=eSl_8rs1QnU

Please check 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.

diver19743

You haven't pulled any logs or asked me about AP config. If you had done this, you would have seen that my network is already setup this way. Also, as I stated clearly, this affects wired and wireless connections. My TV is hardwired and loses connectivity dozens of times a day.

imran.sanadi@commscope.com

Hi @diver19743

Thank you for the response.

As per the command output you shared, they seem to be normal.

Please try to create a new different Wi-Fi SSID for wireless connectivity. If that doesn’t work we may need to factory reset your Access Points and check.

And for wired connections, I can see that as ALL the switch ports are working fine as per the command output. However, the 1/1/7 and 1/1/12 port is only able to transmit 100 Mbps of speed (please refer to the below screenshot) which is a result of a defective network ethernet cable. And this issue/problem is more on the cable side, we suggest you check the cables and replace them with a new cable. Since RUCKUS has no part in fixing the issue related to cable installations.

Also, please try to unplug and plug the Access Points and other ethernet cables into any 12 ports as shown in the below screenshot.

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.

diver19743

I need a set of next steps that are not going to have me waste both of our time.

imran.sanadi@commscope.com

Hi @diver19743

Apologies for the delay.

Please give us some time to research on this. I am checking this internally.

Please note, this forum is on best effort basis. And we expect your co-operation.

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

However, if you continue to have difficulty, we recommend that you seek outside help or a technician.

Thank you for understanding.

imran.sanadi@commscope.com

Hi @diver19743

Thank you for your patience.

Could you please share a screenshot showing the below information from your ISP-ATT account?

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

diver19743

Screenshot 2023-08-04 172817.png

diver19743

I hope your recommendation is not to enable IPPassthrough, doing so would disable the firewall from my AT&T router.

imran.sanadi@commscope.com

Hi @diver19743

Thank you for the response and the update.

Yes, IP Passthrough should be disabled. From the screenshot I can see your IP Passthrough is already in a disabled state. May I know if it is disabled now, or it is in the same state?

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

diver19743

Yes, still disabled, I know what is for and have no reason to enable it.

imran.sanadi@commscope.com

Hi @diver19743

Thank you for the response and the information.

At this point, we should factory reset the RUCKUS ICX-7150-C12P Switch.

Please note, there will NOT be any loss of data or configuration. Factory reset will just reset with the default configuration.

Please perform the below commands to factory reset the RUCKUS ICX-7150-C12P Switch. (Also please refer to the below screenshot)

enable

erase system factory-default

Please check 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.

diver19743

I have performed the factory reset as instructed. They system did come back and booted to the correct and stable firmware. I left it alone and saw that my unleashed mobile app picked up the switch as part of the network. I regained connectivity and thought things were ok. This morning around 8am, my mobile app notified me that both Access Point lost connectivity to the switch, but still retained power. I have included a screenshot of the apps notifications and each AP showing their uptime. The system was up around 15hours before the last error, you can see the notifications prior to the one at 8am happened around 15 hours ago and the uptime was also around 15 hours ago. I have the unleashed logs ready if you want them, but prefer you privite message me for them.

diver19743

I am awaiting on next steps here. The factory reset has increased the number of disconnects on the switch.

imran.sanadi@commscope.com

Hi @diver19743

Greetings!!!

Thank you for the update.

Could you please confirm, After the Switch factory reset, if the Intermittent connection/drops are Only from APs OR also on Wired connections via Switch?

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

diver19743

Nothing has changed except the increased frequency of disconnects for both wired and wireless connections.

imran.sanadi@commscope.com

Hi @diver19743

Thank you for the response.

May I know which is the ethernet cable connected to your Switch port coming from your ISP Router or Modem Router combo?

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

diver19743

How is my router's port impacting devices disconnecting from your platform. This is not moving us forward. You have not asked for any service logs, so how does knowing the port help?

imran.sanadi@commscope.com

Hi @diver19743

Please let us know to which port of the Switch, the ethernet cable coming from ISP Router is connected? (Refer to the picture shared in my previous post)

Thanks.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

diver19743

It is the black cable, I thought that was switch port 2, but I misread the label.

diver19743

How long before I get word on the disposition of my RMA?

imran.sanadi@commscope.com

Hi @diver19743

Greetings!!!

Based on the troubleshooting done, we got it confirmed, that the Switch ports aren’t able to provide stable Internet connectivity for both wired and wireless connections, and the failure persists after trying troubleshooting steps. And you confirmed that you have checked the ISP and ethernet cables which are stable. 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

Thank you.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.