topic Re: Faulty equipment, need an RMA in RUCKUS Support for Lennar Homes

Faulty equipment, need an RMA

BillRamos — Wed, 28 Feb 2024 18:37:55 GMT

No internet or wifi starting 3 AM this morning. I unplugged the Ruckus ICX-7150-C12P and am able to connect hardwired to the internet. If I plug it back in I lose the hardwired connection and still no wifi.

Re: Faulty equipment, need an RMA

Imran_ruckus — Wed, 28 Feb 2024 18:52:12 GMT

Hi @BillRamos

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: Faulty equipment, need an RMA

BillRamos — Wed, 28 Feb 2024 19:24:47 GMT

Re: Faulty equipment, need an RMA

BillRamos — Wed, 28 Feb 2024 19:32:18 GMT

Hi,

In order:

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

→No, all was fine until 3-330 AM this morning. I am an early riser to get work done. No internet, no work done.

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)
→Switch shows all green: STAT - SYST, PWR. Then green at the two Cat5s going to the Access Points.

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)
→Two (2) Access Points showing green 5G, 2.4G, and PWR

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.
→Photos attached and uploaded.

Re: Faulty equipment, need an RMA

Imran_ruckus — Wed, 28 Feb 2024 19:41:14 GMT

Hi @BillRamos

Thank you for the response and the detailed information you shared.

As per the light status of the RUCKUS ICX-7150-C12P Switch and Access Points, they are in a normal state.

Please unplug ALL the ethernet cables from the Switch ports then plug them into any other 1 in-12 ports. (Please refer to the below screenshot). Then reboot (Unplug and plug from the power outlet) your RUCKUS ICX-7150-C12P Switch once.

Please check and let me know if it works.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Faulty equipment, need an RMA

BillRamos — Wed, 28 Feb 2024 20:56:57 GMT

I've done as instructed. Same green lights on the switch but now the AP has a red light at PWR.

Re: Faulty equipment, need an RMA

BillRamos — Wed, 28 Feb 2024 20:59:16 GMT

As I hit send the PWR turned green, then the rest did as well.

Re: Faulty equipment, need an RMA

BillRamos — Wed, 28 Feb 2024 21:00:31 GMT

If all the lights show it should be working correctly. Might it need a firmware update? If so, I don't know how to do that.

Re: Faulty equipment, need an RMA

Imran_ruckus — Wed, 28 Feb 2024 21:04:57 GMT

Hi @BillRamos

Thank you for the response and the update.

Yes, you can upgrade the Switch and the Access Points.

However, before that could you please confirm if everything is now working as before?

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Faulty equipment, need an RMA

BillRamos — Wed, 28 Feb 2024 21:24:33 GMT

No, still not working. Green lights on everything but no wifi.

If I leave the switch plugged in I have no hardwire connection.

Re: Faulty equipment, need an RMA

BillRamos — Thu, 29 Feb 2024 01:40:08 GMT

Help?

Re: Faulty equipment, need an RMA

Imran_ruckus — Thu, 29 Feb 2024 12:06:43 GMT

Hi @BillRamos

Greetings!!!

Thank you for the response and the update.

We may need to check some configurations on the Switch via CLI.

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 access the Command Line Interface (CLI) of the RUCKUS ICX-7150-C12P Switch

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-access-the-Command-Line-Interface-CLI-of-the-RUCKUS-ICX/ta-p/74450

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

show inline power
show interface brief

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: Faulty equipment, need an RMA

BillRamos — Thu, 29 Feb 2024 12:20:44 GMT

I have Advance IP scanner. It shows the following:

Ruckus-Unleashed.home 192.168.1.30 Ruckus Wireless 4C:B1:CD:28:6B:D0
ICX7150-C12-Router.home 192.168.1.103 Ruckus Wireless C0:C5:20:9D:D9:DB
192.168.1.181 192.168.1.181 Ruckus Wireless 4C:B1:CD:2A:BF:B0

Screenshot of the above:

I installed Putty but it opens to the following, not the same as the screenshot provided:

I am more than happy to pay to have someone remote into my system and or walk me through the steps to sort this out. I'd rather keep this and update the firmware than trade it in but I need to do something ASAP. I am an attorney and have clients waiting on me to be able to work.

HELP!

Re: Faulty equipment, need an RMA

Imran_ruckus — Thu, 29 Feb 2024 13:07:14 GMT

Hi @BillRamos

Greetings!!!

Thank you for the information you shared.

Please use ICX7150-C12-Router.home IP address and try to log into the Putty CLI as described below.

You could try the SSH Or Telnet option to log in to CLI (Putty) as described in the same guide- Please refer below

SSH- Port 22

Telnet – Port 23 (If SSH doesn’t work)

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

show inline power

show interface brief

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 for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Faulty equipment, need an RMA

BillRamos — Thu, 29 Feb 2024 15:08:15 GMT

I installed Putty but it opens to a different window. See the attached. It is not the same as the screenshot provided. If these are the same, I am missing the step that explains how to go from the attached window screenshot to the one you share in your instructions.

Re: Faulty equipment, need an RMA

Imran_ruckus — Thu, 29 Feb 2024 15:18:15 GMT

Hi @BillRamos

Thank you for the response and the update.

As you are using the PuTTY Key Generator is the reason for this window.

Please use the PuTTy application to get access to the Switch CLI.

Please refer to the below link to download the same.

Putty download link:https://www.putty.org/

Please 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: Faulty equipment, need an RMA

BillRamos — Thu, 29 Feb 2024 15:26:34 GMT

Please see the attached video.

I have clicked on that link and downloaded Putty. After it installs it opens up to the window I've shared with you.
Putty link

Re: Faulty equipment, need an RMA

Imran_ruckus — Thu, 29 Feb 2024 15:31:44 GMT

Hi @BillRamos

Thank you for the response and the update.

Please search PuTTY in Windows search box and start PuTTy app. (Please refer to the below screenshot)

Please 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: Faulty equipment, need an RMA

BillRamos — Thu, 29 Feb 2024 16:16:22 GMT

Hi,

Figured it out. See attached. Still no good. I tried with SSH and Telnet.

Please keep in mind that if the Rickus is plugged in I have no hardwired connection.

Re: Faulty equipment, need an RMA

Imran_ruckus — Thu, 29 Feb 2024 16:44:42 GMT

Hi @BillRamos

Greetings!!!

Thank you for the response and the information you shared.

Could you please log into the RUCKUS ICX-7150-C12P Switch on a web browser using the same IP address you are using on PuTTy?

You should see the Switch Dashboard as shown in the below screenshot to confirm it’s a Switch IP Address.

Please confirm and 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.