topic Re: Erik Pascua Support Issue in RUCKUS Support for Lennar Homes

Erik Pascua Support Issue

erikdgreat13 — Sun, 25 Feb 2024 17:05:29 GMT

Hello,

I need support on my ruckus device. I cannot connect to the internet.

Re: Erik Pascua Support Issue

Imran_ruckus — Mon, 26 Feb 2024 12:08:29 GMT

Hi @erikdgreat13

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, with no Internet access.

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

1. 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?

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. 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 me know the answers to ALL the above queries 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: Erik Pascua Support Issue

erikdgreat13 — Sat, 02 Mar 2024 16:27:37 GMT

1. Was this working before or is it a new installation? Working before If it worked before, was there any power outage before you started facing this issue? Yes, power outage

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) system light is on as yellow, pwr light is on as green

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)

There are two access points connected. There are no lights turned on on the access points.

Re: Erik Pascua Support Issue

Imran_ruckus — Mon, 04 Mar 2024 12:50:41 GMT

Hi @erikdgreat13

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

As I see from the screenshot you shared, there is an Amber/Orange light on SYST and a Green light on PWR. It means that your RUCKUS ICX-7150-C12P Switch is stuck in boot mode. Please refer to the below RUCKUS Lennar Knowledge base self-help guide to troubleshoot the issue.

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

Also, please note. seems like the Orange color ethernet cable which is coming from the ISP’s (Internet Service Provider’s) Router or Modem/Router combo is plugged into the wrong port on the Switch panel. It must be plugged into any 1 in-12 ports as shown in the below screenshot. Please unplug the ethernet cable and plug it into the correct port.

Please follow the above boot mode process 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: Erik Pascua Support Issue

erikdgreat13 — Tue, 05 Mar 2024 07:13:58 GMT

Imran,

I moved the orange ethernet cable as you said. I also tried to resetting the switch multiple times but the lights just keeps flashing orange and does not stop.

If I need to do the software recovery process, can I perhaps schedule a tech phone call to help me guide through it? I looked at the video and it seems like a very extensive process.

Please advise.

Re: Erik Pascua Support Issue

Imran_ruckus — Tue, 05 Mar 2024 12:19:37 GMT

Hi @erikdgreat13

Greetings!!!

Thank you for the update and the information you shared.

Apologies, 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.

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

Please do not worry and proceed with the software recovery process. I will help you if you are stuck at any point during the process. Please follow the step-by-step process explained in the software recovery guide.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.