I am unable to factory reset my ruckus 7150 C12 switch. I followed the forum steps and tried to reset 15 times today (this is in addition to the 10+ times I have tried in the last year). I have reviewed the recommended solution to be, replace the device. How do I proceed with the support?
this is exactly what I am experiencing:
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Factory-Reset-Unsuccessful/m-p/62410#M9671
Hi @Mad-Lennar-Cust
Thank you for sharing the requested information.
Based on the troubleshooting done, your ICX-7150-C12P Switch’s Console ports are not responding. Tried different Troubleshooting steps however, the failure persists, and unable to perform the software recovery on the Switch that is stuck in the boot mode. 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:
The below link is to contact us by chat (only)
https://support.ruckuswireless.com/contact-us
Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers as Accepted solutions.
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.
To be clear, after the factory reset attempts the Ruckus ICX 7150-C12P unit that shows a solid green light (PWR) and a solid amber light (SYST)
Hi Team,
Thank you for posting your query !!!
I understand that you are unable to factory reset the 7150c12 unit and you already tried the steps many times, Butthe issue remains the same.
I see you are from Lennar Homes For Lennar accounts we have a separate page where you can always feel free to reach us and post your queries.
To post your query in Lennar homes please refer to the below link for your reference and someone from the Lennar team will reach out:
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/bd-p/lennar
I hope this information helps you
Please feel free to leave us a message if any concerns
Note: Please feel free to mark the post as ACCEPTED SOLUTIONS if its addressed your query.
Thanks
test
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 working.
I see from the picture you shared, that there is an Amber and Green light on the Switch. That means the Switch is stuck in boot mode.
As you already tried rese with a paperclip. Please try it multiple times. If that doesn’t work, you have to perform the software recovery on the Switch.
Please refer to the below RUCKUS Lennar Knowledge base self-help article for the process.
/kb/articles/4-fixing-ruckus-switch-with-an-amber-orange-light-on-syst-green-light-on-pwr-no-lights-on-aps
Please follow the process and let me know if you need help at any point during the process.
Thank you for your reply. I do not have a device that I can directly hardwire with, unless I can use a docking station as a port? I did try with the usb-c.
Thank you for the response and the update.
We need a Windows laptop/PC for the software recovery process. Could you please use the same if you have one or can be arranged?
Thank you again for your understanding.
Hi @DRAdams ,
As per the case description, I understand that your RUCKUS switch is having solid amber light.
As you have performed reset multiple times, the only option is to perform Software recovery.
Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to perform the Software recovery:
We also suggest upgrading your switch to the latest stable version to avoid this issue in the future.
Please follow the articles and let me know if you have any queries in this regard.
Thank you again for your patience.
Pinky Rajendran
hello,
This information provided did not clear up the issue.
Hello @DRAdams ,
Greetings!
Thank you for the information shared.
Could you please confirm if the reset was performed using a paper clip multiple time?
Also, have you performed software recovery following the self help article shared in the previous post?
If yes, could you please confirm if you are getting any error message while performing software recovery or getting stuck in the middle of the process?
Please let us know the answers to ALL the above queries or let us know if you have any queries in this regard.
