topic Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset. in RUCKUS Support for Lennar Homes

Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

tvalbritton — Thu, 18 Jan 2024 06:25:32 GMT

I'm visiting my daughter who has a Lennar home and asked me to take a look at her networking cabinet as she was saying her wifi isn't broadcasting any longer. I asked her what happened and she said that a friend accidently unplugged the 7150 and it stopped working. When i looked at it the Syst light was amber and the pwr light was green. I tried to update the firmware but with limited laptops available at her house i tried a factory reset and now the switch is stuck blinking amber on all lights except the pwr light which is green. Any suggestions/help would be awesome.

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

Jayavidhya — Thu, 18 Jan 2024 12:57:49 GMT

Hi @tvalbritton

Greetings of the day,

Thanks for the detailed description of the issue.

For further troubleshooting steps 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.

Also please try the factory reset process again using the below steps and let us know the LED status of the switch.

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

2- 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-82F9-6EB600879EE7.html

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

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

tvalbritton — Thu, 18 Jan 2024 15:26:48 GMT

Thank you for your response. The switch has been disconnected from the network cabinet. Ive reset it multiple times using the method you mentioned the most recent last night and after 8 hours i still have blinking amber lights. See attached picture. There are no lights on the access points since they're not getting power from anything.

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

Jayavidhya — Thu, 18 Jan 2024 15:48:02 GMT

Hi @tvalbritton

Thanks for your response,

To solve this issue please try to perform the software recovery process using the below guide.

Please read the guide carefully before start the steps.

How to perform a Software recovery on an ICX7150 switch

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483

Ruckus ICX Recovery tutorial video

https://www.youtube.com/watch?v=RHriOYYD_iI&t=7s

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

tvalbritton — Thu, 18 Jan 2024 18:07:49 GMT

thank you for the guides but i'm still stuck with getting this switch operating. I've tried on both a mac and a PC and neither machine seems to recognize the switch when plugged in either by rj45 or USB c. I'm not sure if it's because its stuck in this restart loop after resetting the switch. The lights on the front of the switch continue to blink amber. I've tried unplugging and then only having the amber light on syst on and the green pwr light on and still the mac and PC aren't recognizing the switch. I've downloaded the latest drivers per the guides and still nothing.

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

Jayavidhya — Thu, 18 Jan 2024 18:41:29 GMT

Hi @tvalbritton

Thanks for your information,

For console connection please check again whether you have installed the software so the PC or Workstation can read the cable correctly. If not please install the software as mentioned below.

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

Also please make sure the cable is in good condition so that both ends and connectors look good.

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

tvalbritton — Thu, 18 Jan 2024 19:10:42 GMT

ive downloaded the drivers multiple times and still nothing, confirmed the cables worked by trying them on other devices. In Windows under device management nothing shows under port so I'm unable to see what com the switch is showing it's not connecting. I tried on MacOS and downloaded the drivers and then attempted to terminal into the switch and nothing is showing as connected either. I tried factory resetting the switch(unplugged switch, pressed reset button then powered on release reset once amber lights flashed and the switch remained flashing) i tried connecting via USB while lights were flashing and nothing. pressed reset while powered on and got the one solid amber on syst and green pwr and tried connecting via USB c and nothing.

I've tried rj45 connected to a 6 in 1 adapter that connects to the computer via USB 3.0 and nothing also.

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

Jayavidhya — Thu, 18 Jan 2024 20:00:47 GMT

Hi @tvalbritton

If accessing via console cable is not working please try accessing the CLI by finding the IP address of the devices.

I will leave you a guide how to perform an IP scanner on your local network to identify the switch IP address very easily.

How to find my Ruckus “Devices IP address” using free applications

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Devices-IP-address-using-free-applications/td-p/47027

2-Once we identified the IP address of the switch proceed to access remote to the device 'command Line'

How to remotely access to 'ICX 7150-12P' or 'access points' "Network devices"

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

If you can access to the Command line should look like this:

ICX7150-BOOT>

“setenv ipaddr 192.168.0.3” (assign an IP address to the switch, As you see I just change the last digit instead 2 as my computer I used 3)

"setenv gatewayip 192.168.0.2" (default gateway of your network, which will be your own computer as well)

“setenv netmask 255.255.255.0” (net mask belonging to the network, matching with the same found from the CMD)

“setenv serverip 192.168.0.2” (enter the IP address of the TFTP server, means the computer wire to the Switch on the management port)

"printenv" (check the values you recently change)

- Enter command saveenv to save the changes

"saveenv"

“ping 192.168.0.2” (ping to test connectivity to your network Computer IP)

Once you have entered the commands please follow the below link to continue the process.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

tvalbritton — Thu, 18 Jan 2024 20:13:33 GMT

The factory reset would have cleared the IP i think, but i downloaded the program as mentioned and all my other devices and IP's on the network showed up but the Ruckus did not. The lights on the front are still blinking amber after the factory reset.

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

Jayavidhya — Thu, 18 Jan 2024 20:53:00 GMT

Hi @tvalbritton

Thanks for your response, v

Please provide an image/photo where you are trying to connect via console from ICX 7150 - C12 P (USB type C to USB ) to PC.

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

tvalbritton — Thu, 18 Jan 2024 22:21:05 GMT

Here is a picture of the switch plugged into the laptop. Also shows the lights on the front of the switch.

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

Jayavidhya — Fri, 19 Jan 2024 12:41:00 GMT

Hi @tvalbritton

Thanks for your response,

Please let us know whether you have rebooted the computer after installing the driver. If not please try to reboot the computer once and reconnect the cable from the computer to the Switch.

if the issuer persists, please share the picture of the connections from the device manger to the computer showing all the cables connected to the ports of 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 lost power and not working, stuck on factory reset.

tvalbritton — Fri, 19 Jan 2024 15:47:55 GMT

Here is the device manager, nothing additional adds onto it when the ruckus is plugged in.

The laptop has been updated and rebooted.

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

Jayavidhya — Fri, 19 Jan 2024 17:14:25 GMT

Hi @tvalbritton

Based on the troubleshooting done, you confirmed, and we saw that after the reset, booting up the Switch, and after trying the software recovery process, 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 below 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

Thank you again.

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

tvalbritton — Fri, 19 Jan 2024 17:07:21 GMT

i'm confused now since the message about this being ok'd to rma has been edited and deleted and now i'm getting a message that the RMA has not been ok'd.

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

Imran_ruckus — Fri, 19 Jan 2024 17:15:47 GMT

Hi @tvalbritton

Apologies for the inconvenience.

Please try now.

Thank you for your patience.

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

tvalbritton — Fri, 19 Jan 2024 17:18:56 GMT

I got a message from the rma group about it being denied and have tried to respond to the email. Do i need to resubmit an rma request now?

Re: Ruckus ICX 7150 - C12P lost power and not working, stuck on factory reset.

Imran_ruckus — Fri, 19 Jan 2024 17:20:11 GMT

Hi @tvalbritton

Yes, please resubmit the RMA request.

Thank you again.