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ICX 7150-C12P No Power or LEDs - Request for RMA Replacement

lishijing0219

Hello RUCKUS Lennar Support,

My RUCKUS ICX 7150-C12P, originally installed in my Lennar home, suddenly stopped working. The switch has no power and no LED lights at all, and both RUCKUS access points connected to it are also no longer receiving power.

I have confirmed that the electrical outlet is working and have also tested the switch using another known-working outlet.

I also performed a hard reset by unplugging the power, holding the reset button, reconnecting the power while continuing to hold the reset button, and waiting for the switch to respond. Unfortunately, there are still no LED lights and the switch remains completely unresponsive.

My Frontier internet service is working properly, so the problem appears to be with the ICX 7150-C12P.

I have completed these troubleshooting steps, but the switch still has no power. Could you please assist me with a warranty/RMA replacement?

Thank you.

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Sgatjens

Hello @lishijing0219

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

I hope this message finds you well. 

We appreciate the information you provided regarding your RUCKUS ICX-7150-C12P Switch not powering on.

To proceed, we kindly request that you follow the steps outlined below:

1. Take out your Switch from the cabin. Plug your ICX-7150-C12P Switch into a functioning power outlet.

2. Capture pictures of the switch, focusing on the following:

   - The status of the lights on the switch.

   - The cord connected to the switch.

   - The switch plugged into a working power outlet.

We recommend referring to the example pictures provided below to ensure clarity in capturing the required details:

Best regards,
Sofia G.
RUCKUS | Lennar Home Community Supportc.

lishijing0219

I tested the switch using a known working wall outlet. As shown in the photo, the phone charger plugged into the same outlet has a blue light and is receiving power. However, the RUCKUS ICX-7150-C12P still has no lights and does not power on. The power cord is securely connected to the switch as shown in the second photo.

Please advise on the next step.

Sgatjens

Hello @lishijing0219
Thank you for sharing the requested information.

Based on the troubleshooting performed, your ICX-7150-C12P Switch is not responding properly.

As a result, this Switch unit appears to be defective and needs to be replaced through the RMA (Return Merchandise Authorization) process.

To initiate the replacement, Please use the private chat option to respond so we can proceed further. For your reference, I have included a screenshot below.

Best regards,
Sofia G.
RUCKUS | Lennar Home Community Support.

lishijing0219

Hi, thank you again for arranging the replacement unit. I have two questions.

One, I need to return my faulty unit. Where can I find the prepaid return shipping label? Will it be included with the replacement or sent separately by email?

Two, what warranty coverage will the replacement unit have? Will it continue to have the same lifetime warranty or replacement coverage as my original unit? If the replacement fails in the future, would it still be eligible for another warranty replacement?

Thank you again for your help.

Best regards,

Shijing.

lishijing0219

i just received my new router today. Thx for the fast delivery. But i didn't find the return label for my faulty unit in the delivery box or the shipping confirmation email. Can u help me the locate the return label Please. Thanks.

Sgatjens

Hello @lishijing0219
Sure, let me contact the RMA team so they can send you the return label.

Sofia G
RUCKUS Lennar Support

Sgatjens

Hello @lishijing0219
RMA team sent you the return label via email. Could you please check? Thank you

Sofia G
RUCKUS Lennar Support

Sgatjens

Hello @lishijing0219

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.

Best regards,
Sofia G.
RUCKUS | Lennar Home Community Support

lishijing0219

the faulty unit has been sent. Thx for the return label.