topic Re: Ruckus icx7150 c12P switch stopped working. in RUCKUS Support for Lennar Homes

Ruckus icx7150 c12P switch stopped working.

RA24 — Fri, 12 Jan 2024 17:02:01 GMT

Description: SWITCH STOPPED WORKING ALLTOGETHER. TRIED CONNECTING INTERNET CABLE TO DIFFERENT PORTS BUT NO CONNECTIVITY. ACCESS POINTS POWERED THROUGH POE STOPPED WORKING DUE TO SWITCH STOPPED WORKING

Re: Ruckus icx7150 c12P switch stopped working.

Imran_ruckus — Fri, 12 Jan 2024 17:24:04 GMT

Hi @RA24

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 ICX-7150-C12P Switch PoE is not working.

Please let us know the answers to the below queries to assist you better.

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)

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

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

Please let me know the answer to the above query 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: Ruckus icx7150 c12P switch stopped working.

RA24 — Fri, 12 Jan 2024 18:47:59 GMT

Re: Ruckus icx7150 c12P switch stopped working.

Imran_ruckus — Fri, 12 Jan 2024 18:57:23 GMT

Hi @RA24

Greetings!!!

Thank you for the response.

As per the light status of the RUCKUS ICX-7150-C12P Switch, it is stuck in the boot mode.

Please refer to the below Lennar RUCKUS Knowledge Base self help guide, to troubleshoot this issue.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-RUCKUS-Switch-with-an-Amber-Orange-light-on-quot-SYST/ta-p/71998

Please refer to the above guide and let me know if you are stuck at any point in the process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus icx7150 c12P switch stopped working.

RA24 — Fri, 12 Jan 2024 23:16:45 GMT

I tried both reset options but no changes to the switch. I do not want to keep spending my time in this trouble shooting. Since the product is still under warranty, can you send a technician to fix this? Alternatively, send me a new switch and I will ship this back.

Re: Ruckus icx7150 c12P switch stopped working.

RA24 — Sun, 14 Jan 2024 12:57:35 GMT

@imran_ruckus

following up on this again. can you please help me escalate this issue?

Re: Ruckus icx7150 c12P switch stopped working.

RA24 — Thu, 18 Jan 2024 23:46:42 GMT

I get this error when connecting to PuttyCOM3 Putty error

Re: Ruckus icx7150 c12P switch stopped working.

Imran_ruckus — Fri, 19 Jan 2024 13:58:25 GMT

Hi @RA24

Greetings!!!

Thank you for the response and the update.

Please help us with a screenshot of the Device Manager showing the COM ports and a picture of software recovery cables connected between the Switch and the laptop.

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 icx7150 c12P switch stopped working.

RA24 — Sat, 20 Jan 2024 14:52:19 GMT

Added pictures you requested. Hope we can get to addressing the main issue- Switch design is not working properly. gets stuck in boot process. Its taking more than a week and I do not feel that Ruckus team is willing to provide timely solution.

Re: Ruckus icx7150 c12P switch stopped working.

Imran_ruckus — Mon, 22 Jan 2024 12:58:39 GMT

Hi @RA24

Greetings!!!

Thank you for the response and the update.

Could you please download the below drives and check the COM port details once again?

Please 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

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 icx7150 c12P switch stopped working.

RA24 — Wed, 24 Jan 2024 00:51:35 GMT

Additional hurdles after updating COM port drives.

This is getting really annoying to spend this much time in fixing Ruckus' boot problem (which is clearly not working as intended).

Re: Ruckus icx7150 c12P switch stopped working.

Imran_ruckus — Wed, 24 Jan 2024 12:50:02 GMT

Hi @RA24

Greetings!!!

Thank you for the response and the update.

Please enter the below commands and try once again.

enable

reload (This command will reboot the Switch)

y (Wait until the Switch comes up after reboot and restart Putty, perform next commands)

Please close the putty and restart it once again, restart the software recovery process from setenv IP configuration.

Please let me know if that works.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus icx7150 c12P switch stopped working.

RA24 — Thu, 25 Jan 2024 00:21:46 GMT

This did not work either.

after spending almost 7 hours of my time over 13 days since reporting this issue, I am giving up.

This process has been extremely painful and equally frustrating. I will never recommend RUCKUS to any of my network. I will also be providing this feedback to broader community.

Re: Ruckus icx7150 c12P switch stopped working.

Imran_ruckus — Thu, 25 Jan 2024 14:30:30 GMT

Hi @RA24

Greetings!!!

Thank you for the response and for sharing the requested information in private message.

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 multiple times, 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

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 and we appreciate your patience.

Best regards,

Imran Sanadi

Lennar Home Community.