topic Re: Power outage no AP LED lights in RUCKUS Support for Lennar Homes

Power outage no AP LED lights

dsmith160 — Fri, 03 Nov 2023 22:27:34 GMT

Power outage no AP LED lights. Switch/Hub ICX 7150 C12P has LED's SYST orange & PWR LED green. No other LED's on. Status area no LED's lights on for STAT, SPD, ID or PoE. Don't know how long to press reset. No output coming from any of the ports, that I tried. Unplugged at outlet, letting the unit cool for 30 minutes, still nothing. AP shows no signs of getting power. No lights at all. Not able to open Unleashed Home on my cell phone. Asks for Configure.Me-XXXX my Wifi does not find or show file. Can't open Typical Install or Gateway Install or Manage Network. When I login I get message that says: Unable to reach Unleashed Network. Please make sure device is connected to the Unleashed Network, Yes or No.

Re: Power outage no AP LED lights

Imran_ruckus — Fri, 03 Nov 2023 23:57:43 GMT

Hi @dsmith160

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared.

As per the case description, I understand that your RUCKUS ICX-7150-C12P Switch has Green and Orange LEDs with no power on Access Points.

As you mentioned there are lights on the 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. This is the reason your RUCKUS ICX-7150-C12P Switch is unable to transmit power (PoE- Power over Ethernet) to the Access Points or on its ports.

Please follow the below VIDEO steps to fix this issue:

Video link: https://www.youtube.com/watch?v=6jHMTdo_hK4

IF THE RESET IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES (Like 10-15 times) AS DESCRIBED IN THE ABOVE VIDEO. As we have seen it working sometimes after trying multiple times in many cases. If the reset with a paperclip works, the SYST and PWR lights should turn GREEN.

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: Power outage no AP LED lights

dsmith160 — Sat, 04 Nov 2023 16:48:02 GMT

Hi Imran, I held the reset button per the video instructions, now the 7150 is constantly flashing orange lights with the exception of the power light. It's flashing green, after 2 minutes all stopped flashing with the exception of the SYST light (orange) & power light (green). I've tried this several times as you asked and still the same result. This is the same video you asked me to watch for the other 7150 with the same result. It does not factory reset.

Re: Power outage no AP LED lights

Imran_ruckus — Mon, 06 Nov 2023 15:13:52 GMT

Hi @dsmith160

Greetings!!!

Thank you for the response and the update.

As you already did on another post, please follow the below process once again.

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 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.

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: Power outage no AP LED lights

dsmith160 — Mon, 06 Nov 2023 16:39:25 GMT

Imran, ICX does not work, I don't see Com ports in my device manager. I connected all the cables, and it just doesn't work. No Com ports.

Re: Power outage no AP LED lights

dsmith160 — Tue, 07 Nov 2023 16:22:59 GMT

Re: Power outage no AP LED lights

Hi @dsmith160

Thank you for the response and the information you shared.

There must be a COM port when the Switch is connected to the Laptop with the software recovery cables.

As this was the same issue with your previous Switch, we suspect this is an issue more on the Laptop side. We request and suggest using another Windows laptop/PC for the software recovery process.

Please check and let me know if you are stuck at any point during the process.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

dsmith160

‎11-06-2023

Lol, Imran, I thought the same as well and have actually tried 2 other computers.

My wife's, my dautghter's, as well as mine. All 3 run windows 11 and I've connected the switch to each. Not 1 shows or displays Com 1 nor Com 3. Believe me if they did, I'd be more than happy to be done with this. I don't how else to plainly explain this. Like the image(s) I've already shared. The switch when connected to each PC and when device manager is launched, there's no Com ports to connect to. There's "ONLY".... Universal Serial Bus Controllers & USB Connector Managers folders, NO COM PORTS. I have provided everything you've asked for Imran, including viewing ALL the URL links you repeatly send to me for the same issue I've experienced with the prior ICX7150. I've gone through the same process over and over with no fix. When you RMA by replacing the previous switch, problem solved, I'm not understanding why with the exact same power out issue you continue to ask me to perform the same steps, that simply have proven not to work instead of issuing an RMA for a refurbish replacement unit? Quiet simply put your suggested fixes "don't work". I really wish they would!

Dallas

Re: Power outage no AP LED lights

dsmith160 — Tue, 07 Nov 2023 16:27:19 GMT

Morning Imran Sanadi, what would you like me to do next? I'm waiting for a reply from you. I replied to your email and copied it to this forum. Waiting to hear from you.

Re: Power outage no AP LED lights

Imran_ruckus — Tue, 07 Nov 2023 23:59:00 GMT

Hi @dsmith160

Greetings!!!

Thank you for the response.

Apologies for the delayed response.

Please help us with the PICTURES and VIDEO consisting of the following process mentioned below:

Single Video should consist of –

1. Showing Physical cables setup between the Switch and the Laptop.

2. Showing Device Manager COM port information.

Please use the below link to upload a VIDEO:

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: Power outage no AP LED lights

dsmith160 — Wed, 08 Nov 2023 00:35:00 GMT

Imran, I sent you the pictures in the new forum thread yesterday. You already have them. Please re check. I provided those pictures before you sent the email asking for me to try different computer. Which I also did. I tried 3 computers using windows 11. I sent picture of the device manager showing the ICX-7150 connection to the computers does not display COM ports 1 & 3.

Have you looked at my forum and email relies to you?

The new case is for a different ICX-7150. I shared that with you and you said to open a new case in the forum which I did. The serial number for this new case is FEK3845R01X. Check it against the RMA switch I sent back. They are not the same.

You already have the pictures you're asking for you just need to read your email from me and the NEW case forum thread.

Dallas

Re: Power outage no AP LED lights

Imran_ruckus — Wed, 08 Nov 2023 14:54:54 GMT

Hi @dsmith160

Greetings!!!

Thank you for the response.

Please note, this is a new post and as per our process, we need all the required information since we have approved RMA for another Switch you mentioned in the last post.

As mentioned in my previous post please share a clear VIDEO showing all the details we shared in the previous post.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Power outage no AP LED lights

dsmith160 — Wed, 08 Nov 2023 18:10:17 GMT

Hey Imran, I sent the videos as you requested to:

Single Video should consist of –

1. Showing Physical cables setup between the Switch and the Laptop.

2. Showing Device Manager COM port information.

Please use the below link to upload a VIDEO:

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

I could not shoot just one video. Let me know if they are what you're wanting. Like I shared with you many times before I've followed and competed all that you've asked. I say again Device Manager on 3 computers that I connect the ICX-7150 switch "Does not display COM ports 1 or 3.

Re: Power outage no AP LED lights

Imran_ruckus — Wed, 08 Nov 2023 21:33:34 GMT

Hi @dsmith160

Greetings!!!

Thank you for the response and the update.

As I observed from one of the videos you shared, your drivers in the Device Manager are not updated, that may be the reason you are unable to see the COM ports information.

Could you please update the same and try once again? (Please refer to the below screenshot)

Please check and let me know if that works.

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Power outage no AP LED lights

dsmith160 — Wed, 08 Nov 2023 23:54:42 GMT

Re: Power outage no AP LED lights

dsmith160 — Wed, 08 Nov 2023 23:55:41 GMT

Re: Power outage no AP LED lights

dsmith160 — Wed, 08 Nov 2023 23:56:28 GMT

Re: Power outage no AP LED lights

Imran_ruckus — Thu, 09 Nov 2023 16:10:49 GMT

Hi @dsmith160

Thank you for the information you shared.

Based on the troubleshooting done, you confirmed, and we saw that after the reset, booting up the Switch, and trying the software recovery process, the failure persists with no response from the console port. 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

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

Did I answer your query? If yes, hit the Kudos button and also accept the answers as an Accepted solution.

Thank you again and we appreciate your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Power outage no AP LED lights

dsmith160 — Thu, 09 Nov 2023 16:26:43 GMT

Thank you, Imran Sanadi!