topic Ruckus 7150 not powering in RUCKUS Support for Lennar Homes

Ruckus 7150 not powering

Tpad — Sun, 03 Sep 2023 22:41:38 GMT

Hello,

We have Lennar home with Ruckus network. I need assistance, my Ruckus 7150 switch it is dead and all Status lights and POE plugs are not powering APS. I have tried everything In messages posts including resetting it 15-20 times, unplugging it and replugging to different power outlets, connecting laptop to switch, but nothing works. I am not familiar with rebooting the switch and can’t get it to appear in laptop with C usb connection to try.

Can someone help on how to get a replacement and/or recommend a different brand switch with POE compatibility with Ruckus APs?

I appreciate your assistance,

Tony

Re: Ruckus 7150 not powering

Chandini — Mon, 04 Sep 2023 10:01:21 GMT

Hi Tpad

Thank you for reaching us

Could you please help us with picture of front panel of the switch ?
Could you also help us with picture of LED lights on the AP ?
Do you have access to switch using console ?

Could you please try the below software recovery on the switch once and see if this helps you to recover the switch

Link to software recovery:

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

Below is the datasheet link to 7150 switch series :

https://www.ruckusnetworks.com/products/ethernet-switches/icx7150/

From the above datasheet below are the two models that will help you with PoE

You can also run through the datasheet and choose the switch based on your requirement.

I hope this helps.

Thanks

Re: Ruckus 7150 not powering

Tpad — Mon, 04 Sep 2023 16:56:36 GMT

It was working fine but approximately a month ago it stopped. The switch and Ruckus aps are not working. We have Xfinity internet service and it is working but Ruckus switch Status lights and Poes are not powering Aps. I have reset it 15-20 times as noted in Lennar Ruckus community chats and nothing has worked. I attached my laptop through C usb but Ruckus does not function on laptop to try to attempt reset. I have reviewed several chats and talked with Lennar neighbors that this Ruckus switch is causing a lot of similar issues and most are frustrated with lack of Ruckus support to address the issues. Can you help address power issue’s maybe in-person at your Sunnyvale, CA business address because my tech skills are limited and over the phone or on-line support will not work. I believe my Ruckus is under warranty, so I prefer that you just send me a new Ruckus switch which hopefully will work and address my issues and frustration.

Re: Ruckus 7150 not powering

Imran_ruckus — Mon, 04 Sep 2023 21:46:14 GMT

Hi @Tpad

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, and Access Points do not have power.

Could you please let me 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 the 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: Ruckus 7150 not powering

Tpad — Tue, 05 Sep 2023 01:10:41 GMT

Hello Imran,

hope you are well.

I have tried to reset the switch approximately 20 time’s following instructions provided by you and your colleagues but it doesn’t work. The Status lights and light’s POE connected to APs do not light up and APs remain off. It is frustrating and it makes it worse that we have to get support through community chats rather than over the phone or in-person service. I have a few pictures of switch with only some lights in.

Re: Ruckus 7150 not powering

Imran_ruckus — Tue, 05 Sep 2023 15:28:57 GMT

Hi @Tpad

Greetings!!!
Thank you for the response and the detailed information you shared.

Apologies for the inconvenience. Please do not worry, I will help you in resolving this issue Today.

Could you please, let me know the current light status of the RUCKUS ICX-7150-C12P Switch as there are different light statuses in the pictures you shared (Please refer below.

Also, as I see from the picture you shared, seems like the ethernet cable which is coming from the Router or Modem/Router combo is plugged into the wrong port on the Switch panel. It must be plugged into any 1 in-12 ports as shown in the below screenshot. Please unplug the ethernet cable and plug it into the correct port.

Please check, help us with the above-requested information, 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: Ruckus 7150 not powering

Tpad — Tue, 05 Sep 2023 16:26:25 GMT

Hello Imran,

hope you are well.

in the picture where it shows yellow and green lights switch is resetting. In the second picture two lights are green it has finished resetting and these are the only lights flashing on switch.

The grey Ethernet cable is coming from Xfinity modem and plugged input Ruckus switch (I believe C-2). Once switch is done resetting the light on grey cable lights up. This is the original hook up we were instructed to do when we moved in and Ruckus system (switch and Aps) were working fine. Is Xfinity cable modem supposed to be plugged into a different port?

The blue cables are connected to APs and they do not have any lights on similar to Status lights.

Maybe switch is just not working and needs hands on repair by experts such as you. I work near Ruckus business in Sunnyvale and can easily drop by and pay for repairs. Or maybe you can recommend a place such Best Buy or somewhere to fix switch. Or different brand switch that can work with Ruckus APs since they are wired in our house, it can be our “secret “ to avoid any consequences from your bosses. This going back and forth on chats is kind of silly and inconvenient.
What happened to good old fashion customer service,

I appreciate your assistance, thanks.

Tony

Re: Ruckus 7150 not powering

Imran_ruckus — Tue, 05 Sep 2023 16:53:27 GMT

Hi @Tpad

Thank you for the response and the detailed information you shared.

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

As your RUCKUS Switch has 2 Green lights, it means it’s in a normal state. However, we may have to check ports and some other information to resolve this issue. Please follow the below steps to check the same and help us with the queries.

Please follow the below steps and help us with the queries,

1. To check this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

How to find my Ruckus “Devices IP address” using free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Devices-IP-address-using-free-applications/td-p/47027

2. Once we identify the IP address of the switch proceed to access remotely to the device “Command Line”

How to remotely access to 'ICX 7150-C12P' or 'access points' "Network devices":

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

show inline power
show interface brief

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and let me know if you have any queries in this regard.

Thank you again. We appreciate your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus 7150 not powering

Imran_ruckus — Tue, 05 Sep 2023 16:55:01 GMT

Hi @Tpad

And please unplug and plug the ethernet cable coming from Xfinity Router, as described in my previous post.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus 7150 not powering

Tpad — Tue, 12 Sep 2023 19:24:24 GMT

Hello Imran,

Hope all is well.

I am frustrated and cannot get this switch to work. I have reset it more that 50 times and tried to connect it to my computer through C usb drive and it does not work and/or connect. You can look at photos I attached.

Rather that continue this lovely sing and dance on this ridicules ineffective group chat, can you check if switch is under warranty and if I can return and get another one, refurbished or new. Or suggest a computer shop in Bay Area such as Sunnyvale or San Jose that can assist with "magic" in person services and take a hands on approach. Nothing about you, I am sure you are great at your job but this going back and forth is not resolving me issues. It sounds like many neighbors are having same issues and Ruckus has been unable to resolve their issues.

Please, to avoid wasting our time, just check to see if I can get a new, refurbished, and/or replacement that is all I need. Then, we can get over this painfully useless chit chat and move one. That is how you can save the day and really assist me.

Come on be a real hero today!!!!

Thanks,

Re: Ruckus 7150 not powering

Imran_ruckus — Tue, 12 Sep 2023 23:49:24 GMT

Hi @Tpad

Thank you for the response and the information.

I truly Apologize for the inconvenience caused.

Please note warranty is not covered for such issues, as this is a software issue that can be fixed with the troubleshooting steps.

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

And this forum is on a best-effort support basis.

Please do not worry, I will help you resolve this issue.

Could you please confirm your RUCKUS ICX-7150-C12P Switch light status at present?

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: Ruckus 7150 not powering

Tpad — Wed, 13 Sep 2023 01:01:22 GMT

Hello Imran,

Hope you are well. Yeah, I’m trying to have patience but it hard when I don’t speak the tech language.

I tried to connect switch to my computer and status lights are not on. When I reset switch all lights blink yellow including status lights but only lights currently on in photos remain on. Status lights and lights for POE plugs don’t light up or work. Also, switch does not come up on computer when plugged in through C usb drive. I tried windows and Mac and neither computer detected switch. I added a photo of APs which I plugged into the switch to show lights are not working.
How can I reset switch if there is no way to connect to it? Can I use Xfinity modem or network to connect to it?
Do you recommend I get Ant-man suit shrink and get into switch and maybe you can guide me to fix the issue? I’m being sarcastic but don’t know what else to do.

do have any sorcery, wizards, or jeti skills to use your mind to fix it from wherever you are?

The **bleep** force is not with me here, Luke!!!!

???????

thanks.

Re: Ruckus 7150 not powering

Imran_ruckus — Wed, 13 Sep 2023 15:20:49 GMT

Hi @Tpad

Greetings!!!

Thank you for the response and the information you shared.

Apologies again for the inconvenience.

Let me guide you. When you connect a USB type C cable between the Switch and the Laptop as you have connected in the picture you shared, could you please open the Device Manager? And share a screenshot showing the COM ports information. (Please refer to the below screenshot)

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus 7150 not powering

Tpad — Thu, 14 Sep 2023 20:09:44 GMT

Hello Imrun

hope all is well. Still having issues.

here’s are photos from trying to reset to checking device drive.

Switch not working, don’t know what else to do?

thanks

Re: Ruckus 7150 not powering

Imran_ruckus — Thu, 14 Sep 2023 21:09:47 GMT

Hi @Tpad

Greetings!!!

Thank you for the detailed information you shared.

As I can see from a 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.

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 use ethernet cable (both ends RJ45 plugs) and USB to type C cable both together as described in steps 2 & 3 in the above guide link. Request you follow the same and perform the software recovery 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.