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Unable to reset switch

bemacha

Good afternoon,

I have thoroughly exhausted all options regarding my issue, to include resetting the switch dozens of times using the hard reset instructions here: https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483 and also the instructions given to another user with the exact same issue here: https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Unable-to-follow-steps-in-Software-Recovery-Instructions/td-p/67383/page/5.

Whenever I try to access the switch via PuTTY, I cannot establish a connection because the COM port on my laptop isn't recognizing the device. I am using a USB-C to USB connection, as recommended by the above articles and I have already tried both PORT 15 and PORT 13, per the above articles to troubleshoot. I believe the problem is the same, where I will require RMA. Neither console ports are responding.

Please see the below pictures.

Port 13.jpg Port 15.png

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Accepted answers

bemacha

Thank you, this was indeed the problem. After disabling the windows firewall, I was able to ping the IP and push the firmware updates as needed.

For anyone in the future that happens to come across this issue, I'd like to outline here the steps I went through after countless hours of research on this forum to save you some time. Hopefully it helps.

Issue I experienced: I purchased a Lennar home about a month ago and was new to the internet cabinet/ruckus smart home setup, so had to learn everything basically from scratch. The previous owner stated he had factory reset all of the wireless access points, but that actually wasn't the case. Additionally, after about a week or so, the access points lost PoE entirely and wouldn't illuminate any lights at all. This became frustrating because my ISP's router wouldn't propagate a strong enough Wi-Fi signal to even reach the second floor of the home.

My diagnostic process after many hours of research:

1. Start out by doing yourself a few favors to save a tremendous amount of time. You're going to need the following items: USB-C to USB-A cable (i ordered one off Amazon), RJ-45 Ethernet cable, and most importantly, USB DRIVERS for the USB-C to USB-A cable to actually communicate via COM port between the switch and your PC. Without the drivers, you will never see a COM port in your 'device manager' available. Download them here https://support.ruckuswireless.com/software/1414-brocade-ruckus-7150-usb-serial-driver-windows and refer to the pictures in this thread for help/step-by-step. Also disconnect everything from your switch and only have an Ethernet cable from the console port to your PC (see pictures above) plus the USB C cable connected from the switch to your laptop.

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

3. Disable windows firewall: Once you establish a COM port in PUTTY, you must disable Microsoft Defender in order to ping/communicate between the switch and your PC. See here: https://support.microsoft.com/en-us/windows/turn-microsoft-defender-firewall-on-or-off-ec0844f7-aebd-0583-67fe-601ecf5d774f

4. Once you have the firmware updated on your switch, or in the process of updating it, you may be prompted for a password. Try this: https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-Do-You-Connect-To-The-Ruckus-Unleashed-User-Interface-if/m-p/70938

5. If everything goes well, plug in ONE wireless access point and use the mobile app to configure it. I found this process to be so much easier than using a PC or a browser.

All of the information you need is here on the forums, but much of it is buried and difficult to find. Keep trying. Best of luck!

All comments

Jayavidhya

Hi @bemacha

Greetings of the day,

Thanks for your information,

For console connection please check whether you have installed the software so the PC or Workstation can read the cable correctly. If not please install the software as mentioned below.

Make sure to download the zip drive for the file below & "extract all". Once it's extracted, run the file ,driver should be installed.

Link:https://support.ruckuswireless.com/software/1414-brocade-ruckus-7150-usb-serial-driver-windows

Link: silabs.com/developers/usb-to-uart-bridge-vcp-drivers?tab=downloads

Also please let us know the LED status of the switch and the access points.

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

Best regards,

Jayavidhya

Lennar Home Community

bemacha

Hello,

I downloaded the USB drivers you suggested and observed no change in the COM port. The LED lights are as follows: SYST = Orange. PWR = GREEN

No power is being supplied to any of the access points, no lights on for any of them.

bemacha

Update, I was able to correct the COM PORT issue but now I’m getting a ‘ping failed; host 192.168.0.2 is not alive’ in PUTTY. I have confirmed my IPV4 settings.

I can ping 192.168.0.2 from power shell but not from PuTTy.

Jayavidhya

Hi @bemacha

Thanks for your response,

If the switch has green and amber lights on SYS and PWR LED its means that the switch is stuck in boot mode issue. Also based on the images you have shared it seems like you are getting ping failed error while following the software recovery process.

To solve this issue please try the same troubleshooting steps by turning off the windows firewall. Here I share the guide on how to turn off windows firewall.

Guide to turn off Windows firewall

https://support.microsoft.com/en-us/windows/turn-microsoft-defender-firewall-on-or-off-ec0844f7-aebd-0583-67fe-601ecf5d774f

Please read the guide carefully before starting the steps.

How to perform a Software recovery on an ICX7150 switch

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

Ruckus ICX Recovery tutorial video

https://www.youtube.com/watch?v=RHriOYYD_iI&t=7s

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

Best regards,

Jayavidhya

Lennar Home Community

bemacha

Thank you, this was indeed the problem. After disabling the windows firewall, I was able to ping the IP and push the firmware updates as needed.

My diagnostic process after many hours of research:

5. If everything goes well, plug in ONE wireless access point and use the mobile app to configure it. I found this process to be so much easier than using a PC or a browser.

All of the information you need is here on the forums, but much of it is buried and difficult to find. Keep trying. Best of luck!