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Request RMA Approval Link

linda_nguyen

Hi,

Can an Engineer please provide me with an approval link for RMA request? My case # is 01863532. I received an email to provide the approval link, but the link request it in the email does not work.

My Ruckus switch/router will not reboot. Tried the pin resent method more than 15 times. Cannot perform the ethernet method. Please provide an approval for a replacement unit so I can get my Ruckus back up and running.

Thank you,

Linda

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imran.sanadi@commscope.com

Hi @linda_nguyen

I hope you’re doing well.

Thank you for your response and for providing the update.

Based on the picture you shared, I can see that the RUCKUS Switch now has a green LED for both the PWR and SYST indicators, which confirms that the Switch has returned to its normal state.

At this point, you can reconnect all the cables as they were previously configured to restore full functionality.

If you have any questions or need further assistance, please feel free to reach out.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

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imran.sanadi@commscope.com

Hi @linda_nguyen

Greetings!!!

Thank you for reaching out to the RUCKUS Lennar Home Community.

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you are encountering issues with the RUCKUS ICX-7150-C12P Switch.

We apologize for any inconvenience this has caused and are committed to assisting you promptly. Please note, that the Lennar Support Forum team works from 7.00 AM-5.00 PM EST Monday through Friday.

To better assist you, could you please provide the following information:

1. Can you confirm if there were any power outages before the issue began?
2. What is the current state of the Switch? when your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

Please log into your RUCKUS Account before uploading these photos/screenshots.

Should you have any further questions or concerns, feel free to reach out.

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

linda_nguyen

Hi Imran,

Thank you so much for responding. Sorry about all the cases being opened. I did not understand how this process works.

There was no power outage, our Ruckus just stopped working. It had the amber/yellow SYST light and the Green PWR light. I read through the forum, performed the pin reset process more than 15 times. Now all lights are blinking amber/yellow. Ruckus 1.jpg Ruckus 2.jpg Ruckus 3.jpg

imran.sanadi@commscope.com

Hi @linda_nguyen

Thank you for your response and update.

If the reset using a paper clip does not resolve the issue, the next step would be to perform a Software Recovery on the RUCKUS ICX-7150-C12P Switch. Please refer to the following RUCKUS Lennar Knowledge Base article for detailed instructions on the Software Recovery process:

/kb/articles/4-fixing-ruckus-switch-with-an-amber-orange-light-on-syst-green-light-on-pwr-no-lights-on-aps

Feel free to reach out if you need any assistance at any point during the recovery process.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

linda_nguyen

I cannot perform the software recovery because I do not have the correct cables need to do so.

linda_nguyen

Imran, I have now wasted multiple days on trying to get this resolved. If you will not approve a replacement for free (which we have a lifetime warranty - I verified that), can we just buy one? I cannot keep borrowing devices from people to get this to work. What is it going to take to get a new switch/router?