topic Re: How can i get a new device sent to me? in RUCKUS Support for Lennar Homes

How can i get a new device sent to me?

cmitchell1327 — Tue, 17 Oct 2023 23:52:36 GMT

Tried all the troubleshooting steps after a power outage almost 6 months ago. I have tried Tried to manually reboot using steps provided in this forum, and still offline. I would like to discuss how i can get a new device, or a pass to get some legitimate phone support please.

Re: How can i get a new device sent to me?

Imran_ruckus — Wed, 18 Oct 2023 00:02:48 GMT

Hi @cmitchell1327

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Apologies, we cannot proceed with replacement/RMA without troubleshooting or checking the hardware details.

Could you please help me with a detailed description of the issue you have with the RUCKUS device to assist you further?

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: How can i get a new device sent to me?

cmitchell1327 — Wed, 18 Oct 2023 14:26:37 GMT

Hi Imran,

I believe i have the same issue as many others where after a power outage about 6 months ago, my ruckus has not worked properly. Wifi looks like it is working but the internet essentially doesnt work. We've tried multiple reboots and multiple different steps and suggestions posted in these forums with no luck. I tried to follow the steps on this article - https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Limited-No-internet-since-brief-power-outage/td-p/58651

And also found no luck. I cannot find the link i found a couple months ago that asked me to update the boot sequence by logging directly into my IP address and trying to change the boot sequence.. The note says you may have to do this 15-20 times, and at this point i feel i did it closer to 50 and nothing has changed upon boot up. I am not an IT technician and do not have the resources or physical ability to physically jack in and recode the device. I would really appreciate if i could get some legitimate phone support, or a new device sent to me so we can properly connect to the internet in my Lennar home.

Re: How can i get a new device sent to me?

Imran_ruckus — Wed, 18 Oct 2023 16:24:40 GMT

Hi @cmitchell1327

Greetings!!!

Thank you for the detailed information you shared.

Apologies we cannot proceed with replacement without following the troubleshooting steps. However, I will help you to get the issue resolved in the best possible way.

Could you please let us know the answers to the below queries 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 me know the answer to above query 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: How can i get a new device sent to me?

cmitchell1327 — Thu, 19 Oct 2023 23:35:48 GMT

Thank you, Imran. Please see attached. Everything looks like it would work properly and devices connect with no problems, but the internet does not work on those devices. All internet searches time out as if there is no internet, even though all devices will register as "connected".

Re: How can i get a new device sent to me?

cmitchell1327 — Thu, 19 Oct 2023 23:42:40 GMT

Here is a photo with the entire switch and plugs as requested.

Re: How can i get a new device sent to me?

Imran_ruckus — Thu, 19 Oct 2023 23:59:49 GMT

Hi @cmitchell1327

Greetings!!!

Thank you for the response and the information you shared.

As per the light status of the RUCKUS ICX-7150-C12P Switch seems to be normal.

This issue may happen when the Switch runs on the Routing code (SPR). The Switch should run on the Switching code (SPS) to avoid these issues for Lennar home users. If the Switch boots up on the other partition (Due to a power outage/power spike) which may be running on a ‘Routing Code’ results in causing this issue. To check the same and fix it please follow the below process and help me 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 for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: How can i get a new device sent to me?

cmitchell1327 — Fri, 20 Oct 2023 00:23:03 GMT

Hi Imran,

I do not have the ability to download new applications to this computer to follow the steps provided. Is there another way that i can try to do this?

I mentioned in a different response but I was already able to follow another set of steps from another thread on here to log directly into my IP address to try and change the startup sequence and it never sticks when i restart.

I am not an IT technician, can i please get someone on the phone or a way to resolve this with the resources i have available?

Re: How can i get a new device sent to me?

Imran_ruckus — Fri, 20 Oct 2023 15:20:27 GMT

Hi @cmitchell1327

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 session. We will be exclusively supporting customers via this community forum support model only.

Please note, this forum is on best effort basis.

Could you please download an IP Scan application on your Smartphone or Laptop (if possible) and try to access the Switch on a Web browser?

You should see the Switch Dashboard as shown in the below screenshot to confirm it’s a Switch IP Address.

Please check the other IP Addresses from the IP scan results, by the name of Ruckus Wireless or Brocade Communications to confirm the IP address of the Switch and try to login.

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: How can i get a new device sent to me?

cmitchell1327 — Sat, 21 Oct 2023 01:05:50 GMT

Imran,

I do not have the ability to download new applications on my laptop or my smart phone. I do not have the technical expertise or the resources to do what you are asking me to do. Is there another way to do this?

Re: How can i get a new device sent to me?

cmitchell1327 — Sat, 21 Oct 2023 16:29:25 GMT

Can someone please assist me with the resources I have available? I have been trying to follow these online steps for months and still do not have a working ruckus device. Please stop punishing me for your faulty product

Re: How can i get a new device sent to me?

Imran_ruckus — Mon, 23 Oct 2023 15:22:56 GMT

Hi @cmitchell1327

Greetings!!!

Thank you for the response.

Apologies for the inconvenience.

As mentioned, 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 the forum is on a best-effort basis.

As mentioned in the previous post, you can just try to access the Switch on a web browser by finding its IP address.

We have tried to create the guides as non-technical as possible so that they are not much difficult to follow. However, if you continue to have difficulty following the steps, we would recommend that you seek outside help or a technician.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: How can i get a new device sent to me?

cmitchell1327 — Mon, 23 Oct 2023 16:38:27 GMT

Can you send me all the steps i need at once?

If i am able to log directly into the switch IP address without downloading any new applications, what are the next steps? This is really dissapointing support, and i know its not your fault, but if there is feedback that can be provided, i would give negative stars for this support.

Re: How can i get a new device sent to me?

cmitchell1327 — Mon, 23 Oct 2023 17:58:41 GMT

Imran can you please help me get a replacement device? I have tried to follow these steps numerous times over the past few months and i am having such a hard time getting through these steps.. I am asking as nicely as i possibly can to please allow an exception for a replacement device, or to allow someone to speak with me on the phone so i can try and troubleshoot this? I understand that this forum is best effort basis and the guides are supposedly easy to follow, but i am really struggling. Please help me.

Re: How can i get a new device sent to me?

cmitchell1327 — Mon, 23 Oct 2023 17:59:08 GMT

Re: How can i get a new device sent to me?

Imran_ruckus — Mon, 23 Oct 2023 20:41:03 GMT

Hi @cmitchell1327

Thank you for the response.

Please click on the Switch and try to access the IP address on a web browser that there on the ‘ICX Switch is Connecting’ page. (Please refer to the below screenshot as an example)

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: How can i get a new device sent to me?

Imran_ruckus — Thu, 26 Oct 2023 18:43:30 GMT

Hi @cmitchell1327

Thank you for your patience.

As we discussed on the private chat and based on the troubleshooting done, and we saw that the RUCKUS ICX-7150-C12P Switch is not able to get the connection, 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 (CHAT ONLY)

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

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

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

Thank you again and we appreciate your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.