topic Re: R510 Unleashed Access Point not powering on in RUCKUS Support for Lennar Homes

R510 Unleashed Access Point not powering on

Bhusarik — Sat, 15 Jul 2023 02:06:55 GMT

Hi,

I called customer service to request an RMA but they referred me to the community page to get an engineer approval. Can I please receive help with my access point?

We have an R510 unleashed access point in our house along with a ICX 7150-C12P. We just had very bad weather in IL within our area and we encountered a power outage causing the switch & AP to shut off. The switch seems to be in working condition as our modem/router are turned on. I have read through all the forums and tested all the troubleshooting methods I was able to source with no success in powering the AP on. Looking forward to help.

Thank you!

Re: R510 Unleashed Access Point not powering on

Vineet_nejwala — Sun, 16 Jul 2023 03:20:11 GMT

Hi @Bhusarik

I am assuming this is a Lennar home. Kindly note we have a dedicated team for Lennar support hence in future please route this query on Lennar support, for now I would be moving this query to correct queue.

Best Regards

Vineet

Re: R510 Unleashed Access Point not powering on

Bhusarik — Sun, 16 Jul 2023 21:20:40 GMT

Hi vineet,

Yes, this is within a Lennar home. Thank you for correcting my post. What is the best way to track my resolution with an engineer to process an RMA?

Thank you

Re: R510 Unleashed Access Point not powering on

Vineet_nejwala — Mon, 17 Jul 2023 03:13:48 GMT

Hi Bhusarik,

I have routed your query to Lennar queue and an TSE would assist you soon today further.

Best Regards

Vineet

Re: R510 Unleashed Access Point not powering on

Imran_ruckus — Mon, 17 Jul 2023 15:44:20 GMT

Hi @Bhusarik

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I could understand that your RUCKUS setup is not working, after a power outage.

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. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from Router to a laptop/PC).

3. 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 and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: R510 Unleashed Access Point not powering on

Bhusarik — Sat, 29 Jul 2023 01:36:28 GMT

Hi Imran,

Thank you for the instructions. Apologies for the delay, I will work on uploading this information to pursue next steps.

Thank you

Re: R510 Unleashed Access Point not powering on

Bhusarik — Sat, 29 Jul 2023 02:33:03 GMT

Hi Imran,

See the attached photos you requested. The switch has amber and green illuminated and none of the status lights at the access point are illuminated. I only had this one access point connected and it was mounted to the ceiling on our main floor. (Switch and Modem/Router are in basement).

The internet from our ISP works great (yellow Ethernet). I replaced our Xfinity gateway with a NETGEAR Nighthawk Modem/Router C7000v2 without any connectivity issues.

Thank you

Re: R510 Unleashed Access Point not powering on

Imran_ruckus — Mon, 31 Jul 2023 16:35:23 GMT

Hi @Bhusarik

Greetings!!!

Thank you for the detailed information you shared.

As you mentioned and we can see from the pictures you shared there are lights on PWR and SYST, if there is an amber/orange light on the "SYST" and a green light on the "PWR" on the Switch (as it is in the below picture). Meaning the Switch is stuck in the boot mode.

Basically, due to the power outage/ power spike, the switch went to a state that we call ‘boot mode’ that is not able to boot up properly.

Please follow the below steps to fix this issue:

As you mentioned that you tried reset, once again we will try to reset the Switch as described below:

1. Please try to disconnect from the Power outlet the ICX-7150 and reconnect.

2. Please try to press the reset button using a paper click or a small stick

Remove power from the switch.
Press and hold the Reset button while applying power to the switch.
After all the system LEDs flash amber, release the Reset button.

Below is the Guide and Videos link for your reference:

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE7.html

Video link: https://www.youtube.com/watch?v=6jHMTdo_hK4

IF RESET IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES (Like 10-15 times) AS DESCRIBED ABOVE.

IF RESET DOESN’T WORK: Please follow the below steps.

If the reset does not make any difference, we need to perform a software recovery since it can be that the image flash is corrupted in basic words the unit is not able to boot up properly and need re-install the image to boot up properly.

Below is the Guide and Video Link to perform the Software recovery process:

Please refer to the below guide and Video link:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483

Video Link: https://www.youtube.com/watch?v=Ql22blH_CGo

Please let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: R510 Unleashed Access Point not powering on

Bhusarik — Tue, 08 Aug 2023 22:31:28 GMT

Hi,

I have tried to perform the reset on the switch but it continues to boot up with both the amber and green lights.

The website link you provided to the document is no longer valid, and the video link provided does not show me what else to do after trying to reset.

What are next steps?

Thank you

Re: R510 Unleashed Access Point not powering on

Bhusarik — Tue, 08 Aug 2023 22:36:28 GMT

Following up to my previous reply; the link DOES work, I needed to load a different browser.

however, the steps within that guide are far beyond my computer abilities. I will give it a try when I can get my desktop in the basement, near the switch. I do not have a laptop for this next step.

Re: R510 Unleashed Access Point not powering on

Imran_ruckus — Tue, 08 Aug 2023 23:42:46 GMT

Hi @Bhusarik

Greetings!!!

Thank you for the response.

Apologies for the inconvenience.

Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via this community forum support model only.

Please note, this forum is on best effort basis.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

If the reset does not work, we need Laptop to perform the software recovery process to resolve this issue as explained in the troubleshooting post.

We request you arrange for the Laptop to perform these steps. However, if you continue to have difficulty following the steps, I recommend that you seek outside help or a technician.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.