topic Re: Switch Power issue in RUCKUS Support for Lennar Homes

Switch Power issue

JJT694 — Wed, 27 Sep 2023 16:30:22 GMT

After a power outage last evening my Ruckus unit has NO power throughout the unit. The power to the cord is there and that is were it stops.

Please advise.

Joe Turner

Re: Switch Power issue

Jayavidhya — Wed, 27 Sep 2023 16:58:31 GMT

Hi @JJT694

Greetings of the day,

Based on your description it seems like your RUCKUS switch is not powering up. To understand the root cause of the issue please let us know the below details.

Please share the LED status of the switch using the below guide. Also please attach the image of the switch showing the cable connections of the devices.

RUCKUS LED lights

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-973C8AE8-837A-41C7-9811-BAEF6ADEF3D3.html

Here is where you can upload the image/photo :

you can also drag it to the chat.

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Switch Power issue

JJT694 — Wed, 27 Sep 2023 17:00:26 GMT

Jay,

THERE ARE NO LIGHTS LIT.

There is no power going through the unit.

Joe

Re: Switch Power issue

Jayavidhya — Wed, 27 Sep 2023 17:32:17 GMT

Hi @JJT694

Thanks for your response.

Please try to factory reset the switch ICX- 7150 by using the below steps and check the LED status of the switch.

Try to disconnect the ICX-7150 from the power outlet and try to reconnect it.

Once you are done with the above step 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.

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

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Switch Power issue

JJT694 — Wed, 27 Sep 2023 17:48:30 GMT

Jay I completed all as directed. No Lights appear lit on the RUCKUS unit.

Re: Switch Power issue

Jayavidhya — Wed, 27 Sep 2023 18:33:30 GMT

Hi @JJT694

Thanks for your response.

Please try checking the power by replacing the power cord with another in the switch. Also please share the image of the switch showing no lights on it as mentioned below.

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Switch Power issue

JJT694 — Wed, 27 Sep 2023 20:46:23 GMT

Jay,

I have sent the photos as requested. I believe the power controller in the unit is bad.

A new unit will be needed.

As the pictures show the outlet is on the power through the cord is good but nothing out of the unit to the system.

Re: Switch Power issue

Jayavidhya — Wed, 27 Sep 2023 21:04:02 GMT

Hi @JJT694

It seems like you haven't attached any pictures in the previous post. Please login to the RUCKUS account before uploading the images.

Here is where you can upload the image/photo :

you can also drag it to the chat.

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Switch Power issue

JJT694 — Wed, 27 Sep 2023 21:13:40 GMT

Re: Switch Power issue

Jayavidhya — Thu, 28 Sep 2023 13:33:46 GMT

Hi @JJT694

Sorry for the inconvenience.

To approve RMA we need the image of the switch directly plugged into the power supply as shown in the below picture.

Also please share the video of the switch showing no light status and to upload the video using the below link.

Here I attach the link to upload the video.

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

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Switch Power issue

JJT694 — Thu, 28 Sep 2023 17:56:25 GMT

I have sent a request for access to the google drive

Re: Switch Power issue

JJT694 — Thu, 28 Sep 2023 19:24:29 GMT

Jay,

I have tried on multiple platforms to send the video and the pictures. NOW I am getting an email saying that the items are undeliverable.

THERE MUST BE A BETTER WAY. This is now 2 days to get the dame unit replaced.

Give me an email an I will send both the video and pictures. I have requested you to acknowledge receiving my replies and I cant get that.

This is ridicules.

Joe

Re: Switch Power issue

Imran_ruckus — Thu, 28 Sep 2023 19:46:27 GMT

Hi @JJT694

Greetings!!!

Apologies for the inconvenience caused.

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 a working power outlet.

Please use the below link to upload a VIDEO and PICTURES:

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Switch Power issue

JJT694 — Thu, 28 Sep 2023 20:01:49 GMT

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

This is the link

Please acknowledge receiving.

Re: Switch Power issue

Imran_ruckus — Thu, 28 Sep 2023 20:08:10 GMT

Hi @JJT694

Thank you for sharing the requested PICTURES and a VIDEO.

Based on the troubleshooting done, your ICX-7150-C12P Switch is not powering up, and when plugged into a power outlet there is no power to the Switch. Also, you tried to reset the Switch. And you confirm that the Switch is plugged into a well-known outlet/power source. However, the failure persists. This Switch unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL), and paste it into the chat to start the unit replacement.

Please follow the steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided below:

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

NOTE: Please feel free to mark the post as ACCEPTED SOLUTIONS.

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: Switch Power issue

JJT694 — Thu, 28 Sep 2023 20:17:53 GMT

Imran,

Will you be sending the RMA or will the New unit ship to me then have an RMA tag in it for the return of the old unit.??

Re: Switch Power issue

Imran_ruckus — Thu, 28 Sep 2023 20:23:29 GMT

Hi @JJT694

Thank you for the response.

As mentioned in my previous post, please submit an RMA request via Chat.

You will receive a new RUCKUS ICX-7150-C12P Switch unit and the same courier executive will pick up the old/defective unit you have.

If you have any questions regarding the RMA process, please feel free to ask the queries on the same RMA chat link where you submit the RMA request.

Thank you again for your understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.