topic Re: Power Outage caused issue with switch, access points not working in RUCKUS Support for Lennar Homes

Power Outage caused issue with switch, access points not working

rocket73h — Sat, 21 Oct 2023 15:16:57 GMT

See the photos. I have an ICX 7150-C12P with two access points.
There are no lights on either access point.
The power light on the switch is green; the SYS light is amber.
The system has been operational for more than two years before this incident.
IMPORTANT: If I have to reset my network settings, I need to know how to do this, too.

Re: Power Outage caused issue with switch, access points not working

rocket73h — Sun, 22 Oct 2023 21:50:42 GMT

Update: FYI, I have tried to reset the switch 10 - 12 times using the instructions from this post to no avail: https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Access-points-has-no-power-after-power-outage/td-p/65710

Re: Power Outage caused issue with switch, access points not working

Sgatjens — Mon, 23 Oct 2023 15:19:08 GMT

Hi @rocket73h

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:

First, we will try to reset the Switch as described below: (try at least 4-5 times)

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-82F9-6EB600879EE...

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.

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-re...

Video Link: https://www.youtube.com/watch?v=Ql22blH_CGo

Please note, we must use ethernet cable (both ends RJ45 plugs) and USB to type C cable both together as described in steps 2 & 3 in the guide link.

NOTE:
To access by console must install a driver so that the workstation/pc/desktop or laptop can recognize the cable

Make sure to download the zip drive for the file below & "extract all". Once it's extracted, run the file ,driver should be installed.

Link:https://support.ruckuswireless.com/software/1414-brocade-ruckus-7150-usb-serial-driver-windows

Link: silabs.com/developers/usb-to-uart-bridge-vcp-drivers?tab=downloads

How to console in the ICX-7150-12CP 'Ruckus Switc

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12CP-Ruckus-Switch/td-p/46759

Feel free to contact me if you have questions.

Kind regards,
Sofia Gätjens

Re: Power Outage caused issue with switch, access points not working

rocket73h — Thu, 26 Oct 2023 04:28:27 GMT

Hi Sofia, Thank you for this information. As I mentioned in my update on 10-22, I tried the reset about 10 times but it didn't correct the issue.

Regarding the next steps from your reply above that begin with..."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."

I feel that this and the rest of the suggestion is unrealistic to expect an average person who isn't a network technician to perform. I could slog through all this and spend more hours of my time trying to bring this piece of equipment back to life, but I know one of your technicians could easily access it remotely and fix it in minutes. I know this is true because a Ruckus tech support person did just that for me a couple of years ago when I bought this home and the switch had issues. It took 15 minutes but that was before Ruckus designated us Lennar Smart Home owners as a lesser class of customer.

While I know you are trying to help, this is a disappointing and unsatisfactory support experience that requires me to have a level of knowledge about networks that the average person just doesn't have. Frankly, an easier solution for me than to go through all this is to buy a replacement switch from a manufacturer that doesn't care whether I live in a Lennar Smart Home or not. Not really the desired outcome of support to lose a customer but I'm afraid that's what this has come to. Again, I know you're doing the best you can given the limitations Ruckus has placed on you but I can't accept this as a solution. Best regards.

Re: Power Outage caused issue with switch, access points not working

Sgatjens — Thu, 26 Oct 2023 15:49:10 GMT

Hi @rocket73h

Hope you are doing fine. I understand your frustration about this. Since we really want to help you as much as possible we will replace the switch.

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.

Kind regards,

Sofia Gätjens