topic Re: Acces points not working causing thermostat, ring and other devices not to work in RUCKUS Support for Lennar Homes

Acces points not working causing thermostat, ring and other devices not to work

Mel — Tue, 23 Jan 2024 02:01:11 GMT

Our access points went blank. Not sure when or how. There’s no lights on the one upstairs or downstairs. The main ruckus box shows green lights (none amber). Because of this, things like the downstairs thermostat, ring doorbell and other things are not working either. There’s also a black box named kevo that is not working. We tried resetting, unplugging and plugging back. Nothing seems to work. I have never touched these boxes for anyhting before and I don’t understand them. Please help…

Re: Acces points not working causing thermostat, ring and other devices not to work

Imran_ruckus — Tue, 23 Jan 2024 12:41:58 GMT

Hi @Mel

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 Access Points are not powering up and your RUCKUS ICX-7150-C12P Switch is in a normal state with Green lights on PWR and SYST.

This issue may be due to the ports of the Switch getting disabled. Please refer to the below RUCKUS Lennar Knowledge Base self-help guide to troubleshoot this issue.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/NO-Power-on-Access-Points-and-ICX-7150-C12P-Switch-with-GREEN/ta-p/72186

Please follow the process as explained in the above guide and let me know if you need any help during the process.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Acces points not working causing thermostat, ring and other devices not to work

Mel — Tue, 23 Jan 2024 21:46:03 GMT

After I put the IP address on the web is asking for a username and password. I tried a list of options on one of the forums and is not working.

Re: Acces points not working causing thermostat, ring and other devices not to work

Mel — Tue, 23 Jan 2024 23:11:38 GMT

Ok so I was able to perform the commands on the CLI and went back to confirm and this is what I got. Nothing is working still…

Re: Acces points not working causing thermostat, ring and other devices not to work

Imran_ruckus — Wed, 24 Jan 2024 12:41:05 GMT

Hi @Mel

Greetings!!!

Thank you for the response and the update.

Could you please share the screenshots of the below commands?

Note: Hit Enter to accept each command

enable

show version

show flash

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

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Acces points not working causing thermostat, ring and other devices not to work

Mel — Sat, 27 Jan 2024 02:32:57 GMT

Screenshot attached…

Re: Acces points not working causing thermostat, ring and other devices not to work

Imran_ruckus — Mon, 29 Jan 2024 12:18:00 GMT

Hi @Mel

Greetings!!!
Thank you for the response and the information you shared.

As I see from the screenshot you shared, your RUCKUS ICX-7150-C12P switch is on an older 8061a version which is causing this issue. We suggest you upgrade your Switch to a recommended stable version. Please refer to the below RUCKUS Lennar Knowledge Base self-help guide for the upgrade process.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-upgrade-RUCKUS-ICX-7150-C12P-from-Non-Unified-Forwarding/ta-p/71353

Please follow the above process and let me know if you need any help during the Upgrade process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Acces points not working causing thermostat, ring and other devices not to work

Mel — Thu, 01 Feb 2024 23:05:06 GMT

I am trying to use a MAC and I am not able to do the upgrade. I have tried multiple things and all I was able to do was download the files. nothing else. I need further help on this matter.

Re: Acces points not working causing thermostat, ring and other devices not to work

Imran_ruckus — Mon, 05 Feb 2024 12:06:16 GMT

Hi @Mel

Greetings!!!

Thank you for the response and the update.

Please try to upgrade your RUCKUS ICX-7150-C12P Switch using option-1 by a USB flash drive.

Note: The USB/flash drive should be in FAT32 format, and it should be a STANDAR A USB.

Please let me know if you need help during the process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Acces points not working causing thermostat, ring and other devices not to work

Mel — Mon, 06 May 2024 15:43:10 GMT

My Mac Notebook does not have USB port. I have not been able to do anything. I need further assistance.

Re: Acces points not working causing thermostat, ring and other devices not to work

Imran_ruckus — Mon, 06 May 2024 15:48:58 GMT

Hi @Mel

Greetings!!!

Thank you for the response and the update.

You need to upgrade using the Switch USB Port.

Please refer to the upgrade guide (option 1 upgrade by a USB flash drive).

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-upgrade-RUCKUS-ICX-7150-C12P-from-Non-Unified-Forwarding/ta-p/71353

Note: The USB/flash drive should be in FAT32 format, and it should be a STANDARD A USB.

Please let me know if you need help during the process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Acces points not working causing thermostat, ring and other devices not to work

Mel — Mon, 06 May 2024 23:13:39 GMT

I am getting this message

Re: Acces points not working causing thermostat, ring and other devices not to work

Mel — Mon, 06 May 2024 23:24:09 GMT

I am getting this message after message on terminal “syncing image to flash. Do not switch over or power down the unit (65536 bytes per dot)…”

Re: Acces points not working causing thermostat, ring and other devices not to work

Imran_ruckus — Tue, 07 May 2024 12:38:03 GMT

Hi @Mel

Greetings of the day!!!

Thank you for sharing the update and the information you shared.

Based on the troubleshooting done, your ICX-7150-C12P Switch ports are not working. We tried to enable them from the CLI with no luck. When tried to upgrade the Switch there is PoE fatal error which is a indication of the corrupt kernal of the Switch and a hardware issue. 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:

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.