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Power outage messed up system

Pewbert1

After outage I submitted a request here and got some recommendations on how to resolve but it’s still not working correctly. I have attempted the things that were recommended and to a degree the WiFi is working but in others it’s not working at all. I really need someone tech savvy to come out and assess what’s wrong. I still can’t get into my ruckus app at all. The WiFi will intermittently just stop working on devices and then I have to switch to my old router for WiFi and then the same issue happens there too I really need a tech to come out and help resolve this. This is beyond my skill level to fix

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pinky_ruckus

Hi @Pewbert1,

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 setup is not working and are facing intermittent connection issues .

Could you please let us know the answers to the below queries to assist you better?

1. On your switch while it's plugged into the outlet, do you see any lights on? (Amber or green) Please let us know which lights are on. (Please refer to the below picture and share a picture of the same, showing the light status and the FULL Switch panel cable connections to the Switch ports)

2. 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 ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. Also, light the status of Access Points.

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.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Pewbert1

These are pictures of my points and switch. All appears normal but definitely not working right and I still can’t get into my unleashed app

Pewbert1

I have 2 access points. These are pics of my switch and points. No amber lights and looks normal but definitely not functioning normal. I also can’t get access to my ruckus app

pinky_ruckus

Hello @Pewbert1 ,

Thank you for sharing the pictures .

We need to check few configurations on the Switch to assist you further.

Please follow the below steps and help us with the queries,

1. To check this, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

How to find the IP Address of the RUCKUS Devices (Switch and APs) 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 we identify the IP address of the switch proceed to access remotely to the device “Command Line”

/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 should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and let me know if you have any queries in this regard.

Thank you again. We appreciate your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Pewbert1

I found the IP address of the switch, downloaded putty and attempted to login per the instructions, CLI did not show the name of the switch or router but asked me to login. I attempted to login using all the passwords provided. every configuration of the username and passwords all failed and then the CLI would immediately close thereafter. I could not gain access to the switch or router through CLI. I then also attempted to reset the switch. once reset I tried the CLI again and same thing happened. none of the passwords worked to get into the CLI. At this point I think you need to send someone out to investigate

Pewbert1

After watching the video on rebooting the switch via the cable and connection I did exactly what the video told me to do and the connection failed to even recognize that the switch was there and failed to reboot at all. I tried the hard reset and then tried again and still failed again. I was not able to reset the password.

imran.sanadi@commscope.com

Hello @Pewbert1

I hope this message finds you well.

Thank you for your response and for the update.

Could you please provide a screenshot of the error you encounter when attempting to reset the credentials, as demonstrated in the video shared in our previous communication? Additionally, could you provide a photo showing the console cable connection between the switch and your laptop?

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Pewbert1

https://drive.google.com/file/d/1Oj1L6BkGA4t-etbLANLevkGOj_lqh9U4/view?usp=drive_link
here is also a video of me doing exactly what i was supposed to

imran.sanadi@commscope.com

Hi @Pewbert1

Greetings of the day!!!

Thank you for sharing the requested on a private chat.

Based on our troubleshooting efforts, we are unable to reset the username or password on your RUCKUS ICX-7150-C12P switch via a console connection. Despite executing the ‘no password’ and ‘boot’ commands, and attempting to use default credentials, the switch continues to prompt for credentials. We also tried accessing the CLI using Telnet but were unsuccessful.

Given these persistent issues, we recommend initiating a Return Merchandise Authorization (RMA) for this switch unit, which will involve replacing the unit.

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.