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Access point not working

Hello - I’ve had issues with my internet for almost 2 weeks now. My upstairs access point is not working at all. Power light flashing. Have tried to reset that specific access point and the entire Rukus box in the basement multiple times. Can’t get any internet upstairs. The rest of the house (main floor and basement) have intermittent issues. I’m constantly having to disconnect and reconnect the devices on it. It was not working when we got back from vacation and I know there was a very bad storm while we were gone, so I’m guessing there might have been a power surge or something. I’ve already spent over an hour on the phone with AT&T and we don’t think the problem is on their end. Please help - thanks.

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imran.sanadi@commscope.com

Hello @AM

Greetings!

Thank you for reaching out to RUCKUS Lennar Home Community.

I trust this message finds you well.

We appreciate the information provided regarding the intermittent Internet connectivity through your RUCKUS setup.

To assist you further, could you please provide clarification on the following queries:

1. When your switch is connected to the outlet, do any lights display (amber or green)? Kindly specify which lights are illuminated. For accurate assistance, please share a picture showing the light status and the full cable connections to the switch ports, as depicted in the attached reference image.

2. Is your internet connection from the Internet Service Provider (ISP) stable and operational? You can verify this by connecting to your local router Wi-Fi or via an Ethernet cable from the router to a laptop/PC.

3. Could you inform us how many Access Points are currently linked to the switch? Additionally, please describe the light status observed on the Access Points. Feel free to refer to the attached image and share a photo illustrating the current status.

Kindly provide images of your ICX-7150-C12P switch, clearly showing the light status and cable connections to the switch ports, as well as the status of the Access Points.

You can upload these images through your RUCKUS account for our review.

Please respond with the answers to all the above queries and let us know if there are any further questions on your end.

Thank you for your patience and cooperation in resolving this matter promptly.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

imran.sanadi@commscope.com

Hi @AM

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

imran.sanadi@commscope.com

Hi @AM

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Hello, I’ve been troubleshooting by restarting the modem, switch, and access points individually. It seems like 2-3 ports are now bad. I’ve plugged two I to different ports which resolved at least 1 issue but now I’m out of ports for the last one I need to resolve. Do I need a new switch?

imran.sanadi@commscope.com

Hi @AM

Greetings!!!

Thank you for your recent correspondence and update.

This may be due to an older version of your RUCKUS ICX-7150-C12P Switch can be resolved by an upgrade and no need of replacement since it is an software issue gets resolved by upgrade.

We will check version and some configurations of your RUCKUS ICX-7150-C12P Switch to troubleshoot this issue.

To proceed with troubleshooting the issue, please follow the steps outlined below to access the Command Line Interface (CLI) and provide the necessary command outputs:

1. First, identify the current IP address assigned to the switch ICX-7150-C12P by your local router. You can use an IP scanner tool to easily locate the switch's IP address on your network. Here is a guide on how to perform this using IP Scanner free applications:

/kb/articles/10-how-to-find-the-ip-address-of-the-ruckus-devices-switch-and-aps-using-ip-scanner-free-applications

2. Once you have identified the IP address of the switch, proceed to access the Command Line Interface (CLI) of the RUCKUS ICX-7150-C12P switch. Here is a guide on how to access the CLI:

/kb/articles/8-how-to-access-the-command-line-interface-cli-of-the-ruckus-icx-7150-c12p-switch

If you can access the Command line the prompt should look like below:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

3. After successfully accessing the CLI, please execute the following commands and provide the outputs:

enable

show version

show flash

show inline power

show inline power detail

show interface brief

Please share the command outputs or screenshots if you encounter any issues or errors during these steps.

Feel free to reach out if you have any questions or require further assistance.

Thank you for your cooperation and patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

imran.sanadi@commscope.com

Hi @AM

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Hello - your response was extremely technical in nature and will take us a minute to complete (I don’t know many non-technical people that understand executing command lines). Once we have a chance to try all of these things, we will let you know. Thank you.