topic Re: Defective ICX 7150-C12P: Requesting Replacement in RUCKUS Support for Lennar Homes

Defective ICX 7150-C12P: Requesting Replacement

lawdog1982 — Mon, 27 Nov 2023 14:07:55 GMT

Case #0159230, SN: FEK3236N0J1. Switch is defective with no power. Stopped working spontaneously. Requesting replacement.

Re: Defective ICX 7150-C12P: Requesting Replacement

Jayavidhya — Mon, 27 Nov 2023 14:40:06 GMT

Hi @lawdog1982

Greetings of the day,

Thanks for the information provided.

For further troubleshooting steps please let us know the LED status of the switch and the access points using the below guide.

R510 LED lights

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

RUCKUS LED lights

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

Also please share the image of the switch and the access points showing the LED status and the cable connections.

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: Defective ICX 7150-C12P: Requesting Replacement

lawdog1982 — Mon, 27 Nov 2023 14:56:37 GMT

There are no LED lights active on the switch because it won't power on. Since there's no power on the switch there's no LED lights active on any of the access points.

Re: Defective ICX 7150-C12P: Requesting Replacement

Jayavidhya — Mon, 27 Nov 2023 15:35:03 GMT

Hi @lawdog1982

Thanks for your response.

Please try to perform the factory reset process again by using the below steps and let us know the result.

1-Please try to disconnect from the Power outlet the ICX- 7150 and reconnect it.

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.

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE...

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

Also please share the image of the switch and the access points with no light status and the cable connections.

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: Defective ICX 7150-C12P: Requesting Replacement

lawdog1982 — Mon, 27 Nov 2023 16:13:54 GMT

The switch will not power on, therefore, it will not perform a reset.

Re: Defective ICX 7150-C12P: Requesting Replacement

lawdog1982 — Mon, 27 Nov 2023 16:44:46 GMT

Re: Defective ICX 7150-C12P: Requesting Replacement

Jayavidhya — Mon, 27 Nov 2023 17:56:44 GMT

Hi @lawdog1982

Thanks for your response.

You can perform factory reset even if your switch is in no power state. So please perform the factory reset by using the below steps.

1-Please try to disconnect from the Power outlet the ICX- 7150 and reconnect it.

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.

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE...

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

Please plug your ICX-7150-C12P switch into a power outlet and send us a picture and video of the switch showing the light status and the power cord as mentioned below.

Please use the below 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: Defective ICX 7150-C12P: Requesting Replacement

lawdog1982 — Mon, 27 Nov 2023 19:10:32 GMT

I've attempted a reset as described with no success. I've uploaded a video per your request. It shows the switch connected to a power source with no activity. LEDs flash once amber and that's it.

Re: Defective ICX 7150-C12P: Requesting Replacement

Jayavidhya — Mon, 27 Nov 2023 19:27:51 GMT

Hi @lawdog1982

Please try replacing the power cord with another one and check whether the switch is getting powered on or not.

If the switch is not powered on then we can proceed with the RMA process.

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Defective ICX 7150-C12P: Requesting Replacement

lawdog1982 — Mon, 27 Nov 2023 19:36:04 GMT

Are you kidding me? The switch is clearly defective. Power is being fed through the cord or else the LEDs wouldn't light up. The fact that they are amber and then fail to go green and fail to indicate activity is proof the switch is dead. I'm not spending money on a power cord. Your company can send me one or just accept the fact that the switch is dead and begin the RMA process for a replacement.

Re: Defective ICX 7150-C12P: Requesting Replacement

Jayavidhya — Mon, 27 Nov 2023 20:14:12 GMT

Hi @lawdog1982

As the video you have uploaded was not clear please try to upload the clear video of the switch plugged into a power outlet as mentioned in the previous posts.

Best regards,

Jayavidhya

Lennar Home Community

Re: Defective ICX 7150-C12P: Requesting Replacement

lawdog1982 — Mon, 27 Nov 2023 20:21:53 GMT

Another video uploaded.

Re: Defective ICX 7150-C12P: Requesting Replacement

Jayavidhya — Mon, 27 Nov 2023 21:03:23 GMT

Hi @lawdog1982

Thanks for the information,

Based on the troubleshooting done, seems that the switch and the access points are not powering up even after factory reset, checking cable connections, this unit should be RMA (return merchandise authorization) in simple words replace 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 unit replacement.

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

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

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Defective ICX 7150-C12P: Requesting Replacement

lawdog1982 — Mon, 27 Nov 2023 21:17:36 GMT

Thank you. I followed your instructions and it has created another case for me after verifying my contact and shipping info. Is that correct?

Re: Defective ICX 7150-C12P: Requesting Replacement

Jayavidhya — Tue, 28 Nov 2023 13:16:33 GMT

Hi @lawdog1982

Yes it is, as you have already contacted RMA team they will help you out on further process. Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community