topic Re: BAD BOX in RUCKUS Support for Lennar Homes

BAD BOX

nicoledias — Thu, 17 Aug 2023 16:57:46 GMT

The boxes are bad and won't turn on. Please help!

Re: BAD BOX

Imran_ruckus — Thu, 17 Aug 2023 17:11:23 GMT

Hi @nicoledias

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 device setup is not working.

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

1. Was this working before or is it a new installation? If it worked before, was there any power outage before you started facing this issue?

2. 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)

3. 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).

4. 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,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: BAD BOX

nicoledias — Fri, 18 Aug 2023 00:46:26 GMT

1. Was already working.

2. Switched is plugged in and Indo n

ot see any lights.

3. Internet is working fine.

4. There are 3 access points with no lights.

Re: BAD BOX

Imran_ruckus — Fri, 18 Aug 2023 15:01:26 GMT

Hi @nicoledias

Greetings!!!

Thank you for the information you shared.

Could you please try to check by replacing another Power cord with the Switch? In case the current power cord had damaged.

Also, please 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.

Please check and 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.

Re: BAD BOX

nicoledias — Fri, 18 Aug 2023 22:54:45 GMT

I tried 15 times and it doesn’t not work!

Re: BAD BOX

Imran_ruckus — Fri, 18 Aug 2023 23:58:38 GMT

Hi @nicoledias

Greetings!!!

Thank you for the response and the information you shared.

May I know if you tried to replace the Switch power cord and check once? In case the Switch power cord is damaged.

If yes, could you please plug your ICX-7150-C12P Switch into a working power outlet and send us PICTURES and VIDEO of it showing the light status, and cord connected to the Switch and power outlet? Please refer to the below pictures as an example.

Please use the below link to upload a VIDEO:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

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.

Re: BAD BOX

nicoledias — Tue, 22 Aug 2023 14:39:03 GMT

Re: BAD BOX

nicoledias — Tue, 22 Aug 2023 14:41:09 GMT

This router is dead and I need for a tech to come out ASAP to install a new router. My neighbours are even having issues. HELP!!!!!

Re: BAD BOX

Imran_ruckus — Tue, 22 Aug 2023 15:20:07 GMT

Hi @nicoledias

Greetings!!!

Thank you for sharing the requested PICTURES.

As mentioned in my previous post, could you please upload a VIDEO on the drive link showing the working Power Outlet connected to the Cord and the Switch? (Please refer to the below screenshot)

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.

Re: BAD BOX

nicoledias — Tue, 22 Aug 2023 18:42:27 GMT

Re: BAD BOX

nicoledias — Tue, 22 Aug 2023 18:45:52 GMT

Re: BAD BOX

Imran_ruckus — Tue, 22 Aug 2023 20:50:53 GMT

Hi @nicoledias

As mentioned previously, could you please upload a VIDEO on the drive link showing the working Power Outlet connected to the Cord and the Switch?

Please use the below link to upload a VIDEO:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

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.

Re: BAD BOX

nicoledias — Thu, 11 Jan 2024 17:26:22 GMT

I have done this several times and you guys do not respond or you say you didn't get it. It has been 1 year since this box has worked and I would like for you guys to send a new one please.

Re: BAD BOX

nicoledias — Thu, 11 Jan 2024 17:28:51 GMT

I sent a video with the box plugged in showing that the box is dead as a door nail. I don't know what happen to it but we haven't been able to use our smart services and internet as originally provided because the box is busted. Please send a new one.

Re: BAD BOX

Imran_ruckus — Thu, 11 Jan 2024 17:44:36 GMT

Hi @nicoledias

Greetings!!!

Thank you for the response.

Apologies, I cannot see your Video uploaded on the drive.

Please use the below link to upload a VIDEO:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

Please confirm once uploaded.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.