topic Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING in RUCKUS Support for Lennar Homes

RUCKUS ICX 7150-C12P HAS STOPPED WORKING

JSTYLEZ25 — Thu, 21 Dec 2023 22:04:52 GMT

I am the original owner of my Lennar home (purchased in 2018) and my Ruckus ICX 7150-C12P has stopped working. It stopped working back in September 2023. I only found this forum recently and tried the suggestion from similar posts like mine to reboot the Ruckus unit according to the Youtube Video link. When I tried rebooting the Ruckus by pressing the RESET button and plugging the Ruckus back in, nothing happened. No lights flashed/turned on when I plugged the Ruckus back into a working electrical outlet. I tried multiple times, as suggested in the similar posts, but still nothing happened.

The Ruckus unit has 2 Access Points connected to it in my home:

1) First Floor Living Room**

2) Second Floor Hallway**

(** I tried uploading photos to this post but pressing the "INSERT/EDIT IMAGE" button did not give me any options to attach any files)

The Internet Router in my home is working because my family is still getting a WiFi signal, but any devices connected via the Access Points are not working (Alexa, Ring Doorbell, House Thermostat).

Could you please start the process to get the Ruckus unit RMA so I can get a replacement unit?

Any assistance would be greatly appreciated since the Ruckus has not been working since September 2023.

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

Imran_ruckus — Fri, 22 Dec 2023 13:53:37 GMT

Hi @JSTYLEZ25

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. 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 HAS STOPPED WORKING

JSTYLEZ25 — Tue, 02 Jan 2024 00:45:21 GMT

Hello,

Here are the answers to your questions:

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

There was no power outage before the issue started.

The pictures below are multiple angles showing that no lights are on when the switch is powered on.

Plugged in Ruckus with no status lights on

There are 2 Access Points in my home that are connected to the switch. Pictures of the 2 access points are below.

2nd Floor Access Point - Lights Off1st Floor Access Point - Lights Off

After seeing all of these photos, I hope you are able to send a new RUCKUS ICX 7150-C12P unit to my home, so I can get my Alexa, Ring Doorbell, House Thermostat and other devices back online.

Regards.

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

Jayavidhya — Tue, 02 Jan 2024 13:10:23 GMT

Hi @JSTYLEZ25

Thanks for your response,

Please let us know whether you have tried replacing the another power cord with the switch as mentioned below. Also please try to login to the account to upload the image.

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

Best regards,

Jayavidhya

Lennar Home Community

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

Jayavidhya — Tue, 02 Jan 2024 16:30:41 GMT

Hi @JSTYLEZ25

Also please upload the video of the switch showing the no light status after replacing the power cord.

Here I attach the drive link for uploading the video.

https://drive.google.com/drive/folders/1yuQnbjc0n4PtYr_9fq_wW5BLOXXI71CK

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

Best regards,

Jayavidhya

Lennar Home Community

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

JSTYLEZ25 — Sat, 06 Jan 2024 22:59:29 GMT

Hello,

Where would I find a replacement power cord for the Ruckus ICX 7150-C12P switch? Is the power cord unique to the device or can I simply use a power cord from another electrical device?

Please advise.

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

Jayavidhya — Mon, 08 Jan 2024 13:13:31 GMT

Hi @JSTYLEZ25

Thanks for your response,

You can use the power cord which fits the devices and check the power connection to the devices. Also please share the image and video of the switch showing the replaced one connected to the switch.

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

Best regards,

Jayavidhya

Lennar Home Community

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

JSTYLEZ25 — Wed, 10 Jan 2024 21:51:25 GMT

Hello,

Below are photos of the Ruckus switch with a different power cord and plugged into a working outlet.

Switch with different power cord 1Switch with different power cord 2

As you can see from the photos, there are no lights lit up on the switch.

Also, I am unable to access the google drive that was provided because I do not have access to the drive. Please see attached image below:

Please let me know if there is a different link, an email address or some alternative method I can send the video to you.

Please advise. Regards.

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

Jayavidhya — Mon, 15 Jan 2024 13:18:13 GMT

Hi @JSTYLEZ25

Thanks for your response,

Sorry for the inconvenience. Please try to upload the video using the below link.

https://drive.google.com/drive/folders/1zf6963fKckagA6Q-4YWZ8l9qjK8aLs_z?q=parent:1zf6963fKckagA6Q-4YWZ8l9qjK8aLs_z

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

Best regards,

Jayavidhya

Lennar Home Community

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

JSTYLEZ25 — Tue, 16 Jan 2024 06:47:48 GMT

Hello,

I am not able to upload any file to the link you provided:

DRIVE - Google Drive

When I try to drag and drop a file into the folder, the following error message shows up on the screen (see attached):

Can you please confirm the email address that you gave permission to upload files into that folder: jstylez25@yahoo.com or jstylez25@gmail.com?

Please provide a means for me to upload the video. I have the video saved on my desktop of my computer, so whatever is easiest to get the video to you, please let me know.

Regards.

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

Jayavidhya — Tue, 16 Jan 2024 12:33:56 GMT

Hi @JSTYLEZ25

Thanks for your response,

Based on the troubleshooting done, seems that the switch and the access points are not powering up, 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: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

JSTYLEZ25 — Mon, 22 Jan 2024 04:29:11 GMT

Hello,

I have received my replacement RUCKUS ICX 7150-C12P unit. The new unit has been installed and is working. I did not receive a Return Shipping Label (RSL) with the replacement unit, so I responded via email to Ruckus Customer Support, and they did send me an RSL.

Regards,

JSTYLEZ25

Re: RUCKUS ICX 7150-C12P HAS STOPPED WORKING

Jayavidhya — Mon, 22 Jan 2024 13:38:28 GMT

Hi @JSTYLEZ25

Thanks for your update,

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

Best regards,

Jayavidhya

Lennar Home Community