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Everything Normal on Box, But No Internet Access

cames801

We had an internet outage some weeks ago. Following the outage, we have been unable to get internet connection through the wireless network or ethernet ports in our home. We can "connect" to the network, but with no internet service. We have an Orbi router which has its own built-in wireless network and that works, so the issue lies with the switch.

I cannot login into the iOS Ruckus app because it keeps telling me I am not connected to a Ruckus network (which is impossible for me at the moment).

Called Ruckus customer support and they refused to help me because the switch came with our Lennar-built home. My internet provider will not help me because the switch is from a third-party manufacturer.

Will SOMEONE for the love of G O D please help me.

https://imgur.com/aHtFotu

https://imgur.com/xZacGIa

https://imgur.com/8MD4nRl

https://imgur.com/xm90adD

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Accepted answers

Sgatjens

Hi @cames801

Based of the information you shared, it seems like you are presetting the routing code issue.

Symptoms

-Websites not loading
-Devices getting disconnected or having problems working as intended.
-Network dropping at random points in time.
-Smart devices not being able to connect to the internet.

-Unleashed dashboard sometimes not showing as "Connected" on the Internet tab.

-Slow connectivity

CLI output:

ICX7150-C12 Router>

The main (white) box in your cabinet is the switch (ICX 7150-12CP) And the boxes on the ceiling are the Wireless Access Points

We have 2 ways to access to the Switch 1- In a logical way via Ip address (Ip address are logical addresses given by the local router) so we would have to track which IP is that of the Switch (that is using).

1-This guide show you how to track the IP address of the Switch

How to find my Ruckus “Devices IP address” using free applications
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Devices-IP-address-using-free-applications/td-p/47027

2-This guide show you how to access remotely to your switch
How to remotely access to 'ICX 7150-12P' or 'access points' "Network devices"
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

3-Here are the steps how to fix the ‘routing code’ step by step (2 guides)

In simple words write the following commands and hit enter to accept each command:

ICX7150-C12 Router#enable
ICX7150-C12 Router#copy flash flash secondary
ICX7150-C12 Router#boot system secondary yes

Here are the guides:

1 ) https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users/td-p/47305
2 ) https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-solve-the-routing-code-issue-in-your-ICX7150-Switch/td-p/47335

The other method to access to the switch is via console (cable access) in this case we need a USB type C to USB standard or Console cable Rj45 to USB.

1-Here is the guide on how to access through the console and pre-install the necessary software

How to console in an ICX-7150-12c
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

2-Once you are log in you can follow up the Routing code guides to fix the issue that are on the step ‘3’

Kind regards,

Sofia Gätjens

All comments

Sgatjens

Hi @cames801

I hope you are doing well!!!

Thank you for the information you shared.
Could you please let us know the answers to the below queries to assist you better?

Was this working before or is it a new installation?
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 Access points showing the status of the lights

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.

Kind regards,

Sofia Gätjens

cames801

It had been working well for the past few years with no issues before the recent outage.

We have 2 wireless access points and 2 ethernet access points that are wired to the switch.

On the upstairs wireless AP, 5G is orange. 2.4G is green. No lights on Air or CTL. PWR is Green.

On the downstairs wireless AP, 5G, 2.4G, and PWR are all green. CTL has a faint green (but I think that is the glow from the PWR light. AIR has no light.

Sgatjens

Hi @cames801

Based of the information you shared, it seems like you are presetting the routing code issue.

Symptoms

-Websites not loading
-Devices getting disconnected or having problems working as intended.
-Network dropping at random points in time.
-Smart devices not being able to connect to the internet.

-Unleashed dashboard sometimes not showing as "Connected" on the Internet tab.

-Slow connectivity

CLI output:

ICX7150-C12 Router>

The main (white) box in your cabinet is the switch (ICX 7150-12CP) And the boxes on the ceiling are the Wireless Access Points

1-This guide show you how to track the IP address of the Switch

3-Here are the steps how to fix the ‘routing code’ step by step (2 guides)

In simple words write the following commands and hit enter to accept each command:

ICX7150-C12 Router#enable
ICX7150-C12 Router#copy flash flash secondary
ICX7150-C12 Router#boot system secondary yes

Here are the guides:

1-Here is the guide on how to access through the console and pre-install the necessary software

How to console in an ICX-7150-12c
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

2-Once you are log in you can follow up the Routing code guides to fix the issue that are on the step ‘3’

Kind regards,

Sofia Gätjens

cames801

This worked for me. Thank you.