topic 3 lights are not lit on my AP in RUCKUS Support for Lennar Homes

3 lights are not lit on my AP

KLopez — Wed, 14 Feb 2024 01:28:16 GMT

I have 3 lights that are not lit on the AP and I have restarted it on the actual box in my tech cabinet and reset it as well.

Re: 3 lights are not lit on my AP

Sgatjens — Thu, 15 Feb 2024 14:53:40 GMT

Hi @KLopez

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, and Access Points do not have power.

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

Was this working before or is it a new installation? If it worked before, was there any power outage before you started facing this issue?
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 us know the answers to ALL the above queries or let us know if you have any queries in this regard.

Thank you again for your patience.

Kind regards,

Sofia Gätjens

Re: 3 lights are not lit on my AP

KLopez — Wed, 14 Feb 2024 20:27:14 GMT

Hello Sophia, I am not at home so I will answer the best I can before I upload a picture. You referenced and attached picture but there is none in this email.

There was a power outage about 3 weeks ago and nothing has been the same. There are two Ruckus’s in my house, one on each floor and of course the main box in my tech cabinet. The upstairs ruckus only has the power light on a blinking one on the CTL; none of the other lights are on. I reset the main box already last week by unplugging it and plugging it back in. Once power was restored the lights on the ceiling unit didn’t change so I reset it with the button. That didn’t change anything either. The downstairs ceiling unit does not have all 5 lit, only 4 and the middle light is the one that’s missing. This is an existing unit and was brand new in 2020. My ex husband is the one that set it all up and I haven’t had any issues until now but I can no longer ask him for his help. So here I am. I will upload pictures once I get home.

Re: 3 lights are not lit on my AP

KLopez — Thu, 15 Feb 2024 03:59:40 GMT

Re: 3 lights are not lit on my AP

KLopez — Thu, 15 Feb 2024 17:44:59 GMT

Nope, that is not correct. I have already answered the questions that I can in my original and previous email including pictures.

Re: 3 lights are not lit on my AP

Yarenis — Thu, 15 Feb 2024 21:22:21 GMT

Hi @KLopez

Thanks for the information provided, so far we can see the Access Point is powering up, however, is not getting an IP address, at this point, the best will be gaining access to the Switch and checking from there, I believe the orange connection in the RUCKS ICX7150 Switch is the connection from your ISP and the Switch, so please try to reset that connection, if the power light on both APs still blinking green, we still no getting an IP address from the ISP router so, let me add the guides that will allow you to gain access to the Switch and ones you gain access, you will run a list of commands and share the information with us.

— This guide will show you how to gain access to the Switch.

How to console in the ICX-7150-12CP 'Ruckus Switch'

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12c-using-a-Windows-Machine/td-p/46759

RUCKUS ICX 7150 USB TYPE C CONSOLE (tutorial video for ICX)

https://www.youtube.com/watch?v=YXR4xhkw3q8

(Tutorial for MAC)

https://www.youtube.com/watch?v=1AcJokMm78U

Now you have access to the Ruckus ICX7150 Switch, please run the next commands and share the results.

show lldp neighbors

show lldp neighbors detail

show version

show run

show arp

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired

COMMSCOPE

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10:00 AM to 7:00 PM CST | Sat & Sun- Off

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Re: 3 lights are not lit on my AP

KLopez — Wed, 21 Feb 2024 21:13:04 GMT

Sadly, this did not work. All applications and such were downloaded but it would not recognize the direct connection to the ruckus when using the cable and after all of the instructions were complete. I’m wondering if it’s better if the whole thing is shut down since it’s not working. I don’t know if it’s a bad cable, or AP or the main box. I need help.

Re: 3 lights are not lit on my AP

Sgatjens — Thu, 22 Feb 2024 15:12:45 GMT

Hi @KLopez

Could you please attempt to use a different USB type C cable? Additionally, could you please record the steps you are performing and share the recording with us?

Please use the below link to upload a VIDEO:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz

Kind regards,

Sofia Gätjens

Re: 3 lights are not lit on my AP

KLopez — Thu, 22 Feb 2024 18:40:10 GMT

I used two different C cables and I had a tech company out yesterday and they ran the steps but couldn’t get past a password that has somehow been put into place that no one knows. I do not have a video and will not be paying him to come back out to take one. He tried a few different tactics but since he couldn’t get to the configuration part for lack of an unknown password, that stopped progress and the AP never booted back up other than the power light and the one next to it. I’m thinking it’s a bad AP. This process should not be this extensive for something so simple as the product not working and all of a sudden stopped working. The neighbors don’t use your product either because it didn’t work for them and now I’m understanding. I’m pretty disappointed.

Re: 3 lights are not lit on my AP

Imran_ruckus — Thu, 22 Feb 2024 18:58:27 GMT

Hi @KLopez

Greetings!!!

Apologies for the inconvenience caused.

Could you please unplug and plug the ethernet cables of the Access Points from the Switch ports? You can plug them into any 1 in-12 ports as highlighted in the below screenshot.

Please plug them into any other ports as described above and see if that works.

For more information on the AP light status, please refer to the below link.

https://docs.commscope.com/bundle/unleashed-200.9-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

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: 3 lights are not lit on my AP

KLopez — Thu, 22 Feb 2024 19:46:36 GMT

That has already been done. There is nothing else to be done. What do I do now?

Re: 3 lights are not lit on my AP

Imran_ruckus — Thu, 22 Feb 2024 20:03:22 GMT

Hi @KLopez

Greetings!!!

Thank you for the response and the update.

Apologies for the inconvenience.

We may need to check some Switch configurations. Could you please help me with the below details? Please follow the below steps to access CLI and get the output of the below-mentioned commands.

Please follow the below steps and help us with the queries,

1. To check this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on 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 identify the IP address of the switch proceed to access remotely to the device “Command Line”

How to remotely access to 'ICX 7150-C12P' 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 the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and 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: 3 lights are not lit on my AP

KLopez — Fri, 23 Feb 2024 01:30:50 GMT

I am not going to be my own technician for this. Is it under warranty and can a service tech come out? If not, I will need to discontinue using your product as it no longer works.

Re: 3 lights are not lit on my AP

Imran_ruckus — Fri, 23 Feb 2024 14:28:04 GMT

Hi @KLopez

Greetings!!!

Apologies for the inconvenience, effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email or remote session. We will be exclusively supporting customers via this community forum support model only.

This forum is on best best-effort support basis.

Please note, as per the Switch and AP light status, they are behaving normally. We may need to check the Switch configuration to fix this issue. Please help us with the command output shared in my previous post. This is a software issue that can be fixed following the troubleshooting steps and as per the policies the replacement is not covered for the software issues or without troubleshooting.

Please follow my previous post and help us with the requested information to assist you further.

However, if you continue to have difficulty following the steps, we recommend that you seek outside help or a technician.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

Thank you again for your understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.