topic Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve! in RUCKUS Support for Lennar Homes

APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Fri, 01 Sep 2023 22:34:49 GMT

Perhaps from a power outage, the APs have lost power and internet from Ruckus switch. Doorbell (ring) dead.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Fri, 01 Sep 2023 22:38:19 GMT

Can I RMA! This is the 4th time this season there is an outage. Please help asap as Doorbell and Security camera outage.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Imran_ruckus — Fri, 01 Sep 2023 22:59:25 GMT

Hi @Karupasu

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.

Please note, that this issue may happen frequently when your RUCKUS ICX-7150-C12P Switch is on an old version, and it requires an upgrade to avoid this issue in the future. And I will assist you with the upgrade after getting some information.

And we apologize, we cannot RMA without trying troubleshooting steps.

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

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)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let us know the answers to above query 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: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Fri, 01 Sep 2023 23:07:32 GMT

Just sent. Here it is again.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Fri, 01 Sep 2023 23:08:23 GMT

I appreciate the quick response Imran!

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Imran_ruckus — Fri, 01 Sep 2023 23:39:04 GMT

Hi @Karupasu

Thank you for the information you shared.

I see from a previous case of yours multiple reset/reboots resolved this issue with Switch reverting back to its normal state. Could you please try the same so that I can assist you with upgrading the Switch to a new stable version to avoid this issue in the future?

As I can see from the picture 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 resetting, 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 THE RESET IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES (Like 10-15 times) AS DESCRIBED ABOVE.

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: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Sat, 02 Sep 2023 01:40:55 GMT

I tried this multiple times. The amber lights across the panel remain blinking for ever and don’t come out of that loop.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Sat, 02 Sep 2023 01:41:44 GMT

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Sat, 02 Sep 2023 02:29:23 GMT

attached is after about 30 min. Still blinking. This is #13 th attempt.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Imran_ruckus — Mon, 04 Sep 2023 15:26:37 GMT

Hi @Karupasu

Greetings!!!

Thank you for the response and the update.

Apologies, if reset with a paper clip doesn’t work, we must proceed with software recovery of the Switch. Please unplug all the attached ethernet cables from the Switch ports and connect software recovery cables with power cord, proceed with the process.

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 and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Mon, 04 Sep 2023 18:11:22 GMT

Hi Imran: I am an engineer and still I find it so difficult to understand and execute this. The issue I am reporting is at my parents place and they are not Tech savvy. We have mostly MacBooks and looks like this needs a windows machine with ethernet card. Can you help replace this instead.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Mon, 04 Sep 2023 18:15:05 GMT

I spent 2 hours with an old window machine we had. And finally realized it doesn’t have an Ethernet card to set IP address

for the machine.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Imran_ruckus — Mon, 04 Sep 2023 19:12:52 GMT

Hi @Karupasu

Greetings!!!

Thank you for the response.

Apologies, as this is a software issue that can be resolved by software recovery process, we cannot replace/RMA the Switch as per our policies.

We have a guide link in the same software recovery guide I shared, previously and refer to other steps which are the same for both Windows and MAC. (Please refer to the below screenshot)

Please refer to the video below for TFTP configuration on MAC.

https://www.youtube.com/watch?v=iviyd91HntU

Please make sure the console into the RUCKUS ICX-7150-C12P Switch first in a separate terminal screen before turning on the Mac internal TFTP server.

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: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Tue, 05 Sep 2023 20:30:38 GMT

Hi Imran: I was able to get one of our friends who had done a firmware upgrade to help out. However the Router is still in the same hung status. Let me know what info you need and next steps

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Imran_ruckus — Tue, 05 Sep 2023 21:52:02 GMT

Hi @Karupasu

Greetings!!!

Thank you for the response and the update.

Could you please let me know the error you are getting when trying the software recovery to the RUCKUS ICX-7150-C12P Switch? Please share the screenshot of the same.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Wed, 06 Sep 2023 01:02:59 GMT

The update was OK - no errors. The router is still hung after the update.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Wed, 06 Sep 2023 13:48:02 GMT

Good morning: Can you send me a number I can call you on. We have been without security systems working for almost 2 weeks. Need help getting this resolved ASAP.

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Imran_ruckus — Wed, 06 Sep 2023 15:06:34 GMT

Hi @Karupasu

Greetings!!!

Thank you for the response.

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

As mentioned previously, we do not require an update. Software recovery to the Switch is required as it is stuck in boot mode.

Please share a screenshot or if there is any error during the software recovery process. Sharing the guide once again below.

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: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Karupasu — Wed, 06 Sep 2023 21:09:14 GMT

Hi Imran: like I said the firmware update itself completed cleanly; there is no screenshot to share of errors.

the router however it still hung in the same state. I have shared a picture above.

please let me know what other info you need. Thanks much for your responsiveness

Re: APs have lost power again! Repeated Ruckus switch restarts did not resolve!

Imran_ruckus — Wed, 06 Sep 2023 22:30:10 GMT

Hi @Karupasu

Thank you for the response and the information you shared.

Please note, that it is not possible to Upgrade the Switch which is stuck in a boot mode with an amber/orange light on the "SYST" and a green light on the "PWR" on Switch.

If you have your Switch with the above-mentioned light status, we need to apply software recovery to the Switch as described in the guide shared in my previous post.

Please proceed with the software recovery to the Switch and share a screenshot with the details if you are stuck at any point during the process.

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.