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Ruckus ICX-7150 switch not powering on and has no status lights on

glenn_v

I am a Lennar SmartHome homeowner and our Ruckus ICX-7150 switch stopped working. It doesn't turn on and has no status lights on. I have tested and confirmed that the power outlet it is plugged in is working. I have also tried replacing with a different power cable that is known to be working but no luck. The router is also confirmed working as I have Wi-Fi working as expected. But all the devices (Ruckus Access Points, Ring Doorbell, Cameras, Door lock, etc.) that are connected to the Ruckus switch are all offline.

Any help is appreciated.

Thanks,
Glenn

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Accepted answers

imran.sanadi@commscope.com

Hi @glenn_v

Greetings of the day!!!

Thank you for sharing the requested PICTURES AND VIDEO.

Based on the troubleshooting done, your ICX-7150-C12P Switch is not powering up, and when plugged into a power outlet there is no power to the Switch. Also, you tried to reset the Switch. And you confirm that the Switch is plugged into a well-known outlet/power source also tried with different cords. However, 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 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 patience and co-operation.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

All comments

imran.sanadi@commscope.com

Hi @glenn_v

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I understand that your RUCKUS ICX-7150-C12P Switch is not powering up.

Could you please try to reset the Switch as described below in the VIDEO:

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.

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

IF THE RESET IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES (Like 10-15 times) AS DESCRIBED ABOVE. As we have seen it working sometimes after trying multiple times in many cases. If the reset with a paperclip works, the SYST and PWR lights should turn GREEN.

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.

glenn_v

Thanks for your response Imran. I will try your suggestion. But if I reset the Ruckus switch, will I have to re-configure it from scratch? I don't know how to do that. It was an Amazon tech support who set it up when we moved in to the house.

imran.sanadi@commscope.com

Hi @glenn_v

Thank you for the response and the information.

There is no need to configure anything for Lennar Home users after a reset of the RUCKUS Switch. Since it will reset on it's own with the required configuration.

Please try reset 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.

glenn_v

@Imran, I followed resetting multiple times as you suggested but it's dead that no lights were flashing or blinking at all.

imran.sanadi@commscope.com

Hi @glenn_v

Thank you for the response and the update.

Could you please plug your ICX-7150-C12P Switch into a working power outlet and send us PICTURES and VIDEO of it showing the light status, and cord connected to the Switch and a working power outlet? Please refer to the below pictures as an example.

Please use the below link to upload a VIDEO:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

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.

glenn_v

Here are the photos I've taken:

Using the original cable:
Original Cable Pic 1Original Cable Pic 2Original Cable Pic 3Original Cable Pic 4

Using a new working cable:
New Cable Pic 1New Cable Pic 2New Cable Pic 3

I have also uploaded the videos to the provided Google Drive URL.

Thanks,
Glenn

imran.sanadi@commscope.com

Hi @glenn_v

Greetings of the day!!!

Thank you for sharing the requested PICTURES AND VIDEO.

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 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 patience and co-operation.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

glenn_v

Thank you very much Imran for your assistance. You're the best! 🙂

I have requested an RMA via chat as you suggested.

imran.sanadi@commscope.com

Hi @glenn_v

Thank you for the response and the update.

Great!!! Good to know that your RMA request has been initiated.

We appreciate your time and patience on this case.

Thank you again for contacting RUCKUS Lennar Home Community and feel free to contact us for future queries.

Have a great day ahead!!!

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

glenn_v

I got an email regarding the RMA case (Case #01576474). This is what it says:

Based on your request, we understand that you are looking for Technical Assistance on your Ruckus Wireless /Switching product deployed in your Lennar Home. 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 a community forum support model and hence no phone calls or emails will be accepted. You can find the Ruckus Support for Lennar Homes at ‘ https://community.ruckuswireless.com/’ and select ‘Ruckus Lennar Support’ or by searching for it in your search engine of choice. You will need to create an account on the forum to receive support.

I responded to the email and am waiting for their response. But did I make a mistake in my RMA request? You said to request it by chat only but I noticed in the Contact Us page, there is a "Request an RMA" link which is pointing to https://support.ruckuswireless.com/cases/new#sort=relevancy URL. Is it the same as the chat? I noticed the information to fill out in the request form is the same as the one asked in the chat. So I'm guessing they are the same but I wonder why their email sounds like they don't know I'm requesting for RMA.

imran.sanadi@commscope.com

Hi @glenn_v

Thank you for the response and the update.

Yes, the request must be from CHAT only.

However, you can check the response for the email you responded to.

Otherwise you can check your RMA status using the same link mentioned below.

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

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.

glenn_v

Thanks. They have responded and will proceed with the RMA.

imran.sanadi@commscope.com

Hi @glenn_v

Thank you for the response and the update.

Please let me know if there is any help required from my end.

Thank you again for your understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

RMontes925

Reviving this old chat to ask how long it took to get the replacement product? I've had my Switch go out on me twice and I'm ready to throw it off a tall building.

imran.sanadi@commscope.com

Hello @RMontes925

Greetings!

Thank you for reaching out to RUCKUS Lennar Home Community.

As this case was raised by @glenn_v which is old and now closed.

I see that you have raised another post on the Lennar forum. Kindly continue the discussion within the same post thread provided in the link below. Our team will be more than willing to assist you further with your query.

Link to forum post: https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/ICX-7150-c12P-will-not-reset-no-IP-address-listed-after-checking/m-p/81111#M19074

We appreciate your cooperation and understanding in this matter.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community