topic Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23 in RUCKUS Support for Lennar Homes

RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

MContreras — Mon, 18 Dec 2023 16:29:00 GMT

Ruckus ICX 7150-C12P suddenly stopped working the morning of Sunday December 17, 2023. I found similar postings related to performing a restart https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-ICX-7150-C12P-not-booting-up-after-a-power-outage/td-p/73075 and followed the steps, with the additional suggestion to try multiple times (15+) without sucess. Unit flashes amber lights for a second and that is it.

No power surge or internet connection associated issues, the Ruckus unit just sopped working.

We are the original owners of Lennar home that was purchased in May 2018.

Please assist in resolving the issue.

Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

Imran_ruckus — Mon, 18 Dec 2023 16:48:32 GMT

Hi @MContreras

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I understand that your RUCKUS setup is not working.

Could you please let us know the answers to the below queries to assist you better?

1. If it worked before, was there any power outage before you started facing this issue?

2. 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)

3. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from the Router to a laptop/PC).

4. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. Also, light the status of Access Points.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let me know the answers to ALL the above queries or 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: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

MContreras — Mon, 18 Dec 2023 21:01:17 GMT

Thank you for your quick response. Below I am providing answers to the questions and the requested switch and access points photos to validate issue encountered.

1. No power outage was encountered prior to reported issue.

2. Switch is plugged to a working outlet. No switch lights are on. See Rokus pictures 1, 2, and 3.

3. Yes, Internet is stable and working.

4. Response is provided in 4 parts. 4a. Three (3) access points are connected to the switch. 4b. Switch light status - not on. 4c. No lights are on. 4d. pictures of the three (3) access points attached. Access point: bedroom, Access point: Hall and Access point: upstairsMContreras Access point UpstairsMContreras Access point HallMContreras Ruckus switch connected to power source.MContreras Access point BedroonMContreras Ruckus switch status lights not onMContreras Ruckus switch status lights not on.

Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

Imran_ruckus — Mon, 18 Dec 2023 21:15:59 GMT

Hi @MContreras

Greetings!!!

Thank you for the response and the information you shared.

Could you 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 working power outlet? Please refer to the below pictures as an example.

Please use the below link to upload a VIDEO:

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

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: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

MContreras — Mon, 18 Dec 2023 21:28:04 GMT

Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

MContreras — Mon, 18 Dec 2023 21:28:55 GMT

This is so frustrating! now I am having issues uploading the video!!

The unit is not working (period)

Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

Imran_ruckus — Mon, 18 Dec 2023 21:34:47 GMT

Hi @MContreras

Thank you for the response.

Please remove the RUCKUS ICX-7150-C12P Switch from the cabin. Just connect it with a power cord with a working power outlet. Record a VIDEO and upload the same on the DRIVE link shared in my previous post.

Thank you again for your understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

MContreras — Tue, 19 Dec 2023 01:32:53 GMT

Trying to upload the video, but getting error message, "you do not have permission to upload to this folder"

Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

Imran_ruckus — Tue, 19 Dec 2023 14:00:29 GMT

Hi @MContreras

Greetings!!!

Thank you for the response and the update.

Apologies for the inconvenience.

Could you please try to upload it now?

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

MContreras — Tue, 19 Dec 2023 16:53:13 GMT

Thank you, Imran.

Video has been uploaded. Please review and provide feedback and next step to follow.

Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

Imran_ruckus — Tue, 19 Dec 2023 17:28:18 GMT

Hi @MContreras

Greetings of the day!!!

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 in, it flashes an amber light and then goes dark. 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

Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers 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: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

MContreras — Tue, 19 Dec 2023 18:16:08 GMT

Thank you Imran

I have started the RMA process and a case number has been open.

Re: RUCKUS ICX 7150-C12P Stopped working on Dec 17, 23

Imran_ruckus — Tue, 19 Dec 2023 19:09:57 GMT

Hi @MContreras

Thank you for the response and the update.

Great!!! Good to know that the RMA is now initiated.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.