topic Re: Unable to follow steps in Software Recovery Instructions in RUCKUS Support for Lennar Homes

Unable to follow steps in Software Recovery Instructions

liljazz2007 — Tue, 05 Sep 2023 14:50:53 GMT

I am following the instructions in https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483 and when I get to the device manager, I do not see any COM# listed under Ports (COM & LPT). I tried adding legacy hardware in device manager and I get error code 34. I am unable to run putty, as I get an error. I think something may be wrong with the usb-c port on the switch, as I have tried several different cables. Other usbs connect to my laptop without issue.

Re: Unable to follow steps in Software Recovery Instructions

Imran_ruckus — Tue, 05 Sep 2023 15:44:04 GMT

Hi @liljazz2007

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 understand that you are trying the software recovery process for the RUCKUS ICX-7150-C12P Switch, which is stuck in boot mode and unable to access it via Putty.

Could you please share a Picture showing the software recovery cable connection between the Switch and the Laptop/PC?

And please help us with a screenshot of the Device Manager showing the COM ports.

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

Please let me know the answers to the above queries and 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: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Tue, 05 Sep 2023 15:53:16 GMT

Re: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Tue, 05 Sep 2023 15:55:08 GMT

Re: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Tue, 05 Sep 2023 16:39:20 GMT

How much longer for a response?

Re: Unable to follow steps in Software Recovery Instructions

Imran_ruckus — Tue, 05 Sep 2023 17:24:20 GMT

Hi @liljazz2007

Thank you for the response and the information you shared.

As the pictures you shared are not so clear, 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 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: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Tue, 05 Sep 2023 23:07:55 GMT

Here are very clear photos of what you asked for.

Re: Unable to follow steps in Software Recovery Instructions

Imran_ruckus — Wed, 06 Sep 2023 00:00:09 GMT

Hi @liljazz2007

Thank you for the response and sharing the requested information.

I believe there is some issue with your Laptop COM drivers, or they may require a update.

Have you tried to reset the Switch by using a paper clip?

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.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Wed, 06 Sep 2023 00:39:47 GMT

I have tried what you presented over 50 times at this point. I have to do those steps every time the switch loses power during a power outage. Those steps usually work but this time it isn’t working, there is something wrong with the switch. I’ve tried other computers and I get the same issue. All of my drivers are updated on all computers. The switch needs to be replaced. The ruckus tech I spoke to in 2021 said he updated the switch’s software/firmware so I wouldn’t have this problem but I’ve had it for over a year every time the power goes out. The same goes for others in my neighborhood. They all said they got bad boxes, which I believe I have. This switch box has a lifetime warranty and you all need to replace it.

Re: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Wed, 06 Sep 2023 15:11:00 GMT

Any response?

Re: Unable to follow steps in Software Recovery Instructions

Imran_ruckus — Wed, 06 Sep 2023 15:16:06 GMT

Hi @liljazz2007

Greetings!!!

Thank you for the information you shared,

This issue is because of the older version on your RUCKUS Switch, which we have to upgrade once we bring the Switch to the normal by software recovery process.

Apologies, as per our policies we cannot replace the unit as this is a software issue that can be resolved with the troubleshooting steps.

Please note, 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.

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

Please share the error you are getting with the other laptop/PC.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Wed, 06 Sep 2023 15:30:32 GMT

This is not an acceptable response. I’ve tried to follow your steps and my software was updated a year ago, so it shouldn’t be that outdated to cause such a problem. Please escalate this to a manager. This is a defective box.

Re: Unable to follow steps in Software Recovery Instructions

Imran_ruckus — Wed, 06 Sep 2023 15:36:07 GMT

Hi @liljazz2007

Thank you for the response.

Apologies, as mentioned before this forum is on a best best-effort basis support. And we do not have escalation policies.

Please share the error you are getting with the other laptop/PC so that we can proceed further.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Wed, 06 Sep 2023 19:49:01 GMT

Two questions:

1. Is there another switch you recommend to replace this one with?

2. Am I able to use the RJ45 to DB9 included to perform the software recovery?

Re: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Wed, 06 Sep 2023 20:00:09 GMT

This person

This person has the same issue as me and you guys are replacing his machine. Why isn't my machine being replaced? Sounds like discrimination.

Re: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Wed, 06 Sep 2023 20:02:11 GMT

Something is definitely wrong with the management port on this switch.

Re: Unable to follow steps in Software Recovery Instructions

Imran_ruckus — Wed, 06 Sep 2023 20:15:30 GMT

Hi @liljazz2007

Thank you for the response.

Apologies, the screenshot you shared is for a different case issue. However, sometimes before approving RMA we share steps and interact on private messages with the users to avoid unnecessary posts on the case.

We have not tested with RJ45 to DB9 for software recovery process. However, you can give it a try as DB9 Serial ports converts it into An RJ45.

I would suggest you perform software recovery by unplugging all the cables attached to the Switch, except 2 Software recovery and a power cord.

If still you are getting the same result, I request you please download the MobaXterm app similar to Putty and perform the same operation once again there. (Please refer to the below screenshots)

Below is the link to download the MobaXterm application:

Mobaxterm: https://mobaxterm.mobatek.net/download-home-edition.html

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

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to follow steps in Software Recovery Instructions

FortunatoX — Sat, 09 Sep 2023 19:49:31 GMT

Hello,

I have been in the same situation as @liljazz2007 and other frustrated Lennar Home-Ruckus users

I can't access the switch console. I have performed the software recovery step guide carefully and patiently for 17 times.

The Pc reads COM# but when I start performing the Software recovery process with Putty or Mobax both apps show connection error with the port of the Switch Console and the promt ICX7150-12 Router> ICX7150-24P Switch> does not initiate.

All USB and RJ45 ports are working fine they have been tested. as I said I have been doing this process carefully and patiently for 17 times

Re: Unable to follow steps in Software Recovery Instructions

Imran_ruckus — Mon, 11 Sep 2023 15:21:52 GMT

Hi @FortunatoX

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!

As you are getting ICX7150-12 Router Prompt, this is a different issue than this post and can be fixed easily.

As this case is raised by @liljazz2007

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Unable to follow steps in Software Recovery Instructions

liljazz2007 — Mon, 11 Sep 2023 17:34:01 GMT

I am still getting the same errors. What is the solution?