topic Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power in RUCKUS Support for Lennar Homes

Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Tue, 12 Mar 2024 15:33:43 GMT

This is a repeated issue. The ruckus closes the case with no resolution. The unit is at my residence and by the time we receive a response I am at work. The same issue keeps repeating and the same answers I get, to reset.

In brief, the unit gets to reboot mode every time we lose power. The STAT amber light is on and the POWER green light is on. There are five access points connected. This is repeated many times. My home network is not working for a few weeks. Please advise

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

Imran_ruckus — Tue, 12 Mar 2024 17:33:33 GMT

Hi @helbastawisy

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 is getting stuck on boot mode frequently.

Please note, this issue happens repeatedly after a power outage when your Switch is on an older version. To avoid this, you may need to upgrade your Switch to a recommended stable version.

Before we assist you with an upgrade we need to get the Switch into the normal state by resetting the with a paper clip (as you mentioned) or software recovery.

Please follow the below RUCKUS Lennar Knowledge Base self-help article 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 let me know once the Switch comes back to its normal state to assist you with the upgrade of the same.

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: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Tue, 12 Mar 2024 19:38:58 GMT

Thanks, Imran.

I tried to reset it again. All lights keep flashing in Amber and it stays like this for a couple of hours. When it stops it goes back to the same booting mode. Please advise

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

Imran_ruckus — Tue, 12 Mar 2024 20:41:22 GMT

Hi @helbastawisy

Thank you for the response and the update.

Please try to reset the Switch multiple times.

If reset doesn't work, please perform the software recovery on the Switch as explained in the same guide shared in my previous post.

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: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Tue, 12 Mar 2024 22:37:45 GMT

Imran,

I tried multiple times and all lights keep amber flashing. The other option requires a special cable that I do not have. I tried a multiport adapter but it is not showing on the computer screen. What else a regular user can do to get his equipment fixed? Please advise.

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

Imran_ruckus — Wed, 13 Mar 2024 12:31:24 GMT

Hi @helbastawisy

Greetings!!!

Apologies, if reset with a paper clip doesn't work the only option is software recovery of the Switch. And you need an ethernet cable (both ends RJ45 plugs) and USB to type C cable both together as described in steps 2 & 3 in the guide link. Refer to the below screenshot.

You can use the same ethernet cable connected between the Switch and the ISP Router or connected to the Access points/other devices on the Switch ports.

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: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

Imran_ruckus — Fri, 15 Mar 2024 20:46:14 GMT

Hi @helbastawisy

Greetings of the day!!!

Hope you are doing good.

Could you please update on the status of the issue? To assist you further.

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

Thank you.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Sat, 16 Mar 2024 09:36:58 GMT

Thanks, Imran for the follow-up.

I got a cable as required but unfortunately, I am not able to get it done. This needs vertical IT skills, at my age, I do not have them. I keep trying and asking my friends for help but it is hard. Let me try more to see if my friend would be able to get it done.

Thanks, again. Please keep the case open as it may take us time to get it done.

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Sat, 16 Mar 2024 10:23:51 GMT

This is were we fail. I can not get to "Ports" on the "Device Manager"? Any help?

Thanks

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Sat, 16 Mar 2024 11:52:06 GMT

This is were I missed up now.

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Sat, 16 Mar 2024 13:04:31 GMT

Hello, Imran - The switch is on. Exit the boot mode. After I connect the cables and re-power it is back again to Boot mode. Complete waste of time. What to do?

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Sat, 16 Mar 2024 13:07:31 GMT

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

Imran_ruckus — Mon, 18 Mar 2024 12:42:01 GMT

Hi @helbastawisy

Thank you for the response and the update.

As it is asking for the login username/password (refer to the below screenshot), please enter the same and then perform the software recovery process.

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: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Mon, 18 Mar 2024 17:43:14 GMT

Actually, I did. Enter user name and password, below the posted picture. I finish, but when connected wires and placed it in place I enter again reboot mode. The problem as is, software recovery, did not work. Every time we loose power we enter reboot mode. Now what to do, reset ?

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

Imran_ruckus — Mon, 18 Mar 2024 20:53:03 GMT

Hi @helbastawisy

Thank you for the response and the update.

Please reset the Switch as described in the below and perform software recovery process once again.

Here are the short guides: (Sharing console guide once again below as a step-by-step process)

How to console in the ICX-7150-C12P:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12CP-Ruckus-Switch/td-p/46759

Video link as a reference: https://www.youtube.com/watch?v=XJS28DWbHM4

Restart (Unplug and plug from the power outlet) the Switch by keeping the Switch CLI open on the laptop with the software recovery cables.

1. Start a CLI session over the serial (console access) interface to the RUCKUS ICX device.

2. Enter OS mode. This uses a key combination and drops below the Fastron operating system

Key Combination: Ctrl+y, release, tap 'm', tap 'Enter'

OS>

3.just write reset

OS>reset

4.While the system is booting, before the initial system prompt appears,
enter b to enter the boot monitor mode.

Enter 'b' to stop at boot monitor: 0

In this part, you have to press B before the counter ends.

5. Enter no password. (You cannot abbreviate this command.)

ICX7650-Boot> no password
00 00 00 00
OK! Skip password check when the system is up.

6. Enter boot. This command causes the device to bypass the system password
check.

ICX7650-Boot> boot

7.After the console prompt reappears, assign a new password.

Reset your new credentials as mentioned in the steps below:

Edit the current or create a new password and username by using the below commands:

enable

configure terminal

device(config)# username super password pass

Where the username is ’super’ and password ‘pass’

In order to allow the correct authentication please run the following commands:
Device(config)#crypto key generate rsa

device(config)# aaa authentication login default local

Now you could try using your new credentials to log in on CLI. (If new credentials do not work, please wait for some time and try again later)

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: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Tue, 19 Mar 2024 02:09:02 GMT

Thanks, Imarn.

I am not sure if Ruckus thinks that the client is their employee and has the time to waste. I am planning to file a complaint with BBB against Ruckus.

Meanwhile, please hold for me till the weekend so I can have time to go through this process again.

Stay well.

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

Imran_ruckus — Tue, 19 Mar 2024 12:26:13 GMT

Hi @helbastawisy

Greetings!!!

Thank you for the response and the update.

Apologies, as per the company policies we must try the recommended troubleshooting steps.

Please note, 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.

Could you please share a Picture showing the software recovery cable connections between the Switch and 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: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Sun, 24 Mar 2024 11:44:24 GMT

Imran,

The reset works. I'm not sure how long this will be. If the problem arises again. What to do? I hope I don't have to waste much time this time, and that Ruckus accepts responsibility so that the resolution can be swift.

The Ruckus Unleashed application does not. It keeps telling me, "You are not connected to the Unleashed network." "Go to the settings."

I am on my network; what should I do?

Thanks,

Re: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

Imran_ruckus — Mon, 25 Mar 2024 12:26:41 GMT

Hi @helbastawisy

Greetings!!!

Thank you for the detailed information you shared.

The boot mode issue usually happens when your Switch is on an older version, to avoid this you may need to upgrade your RUCKUS ICX-7150-C12P Switch to a stable version. Please refer to the below RUCKUS Lennar Knowledge base self-help upgrade guide.

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

And I understand that you are unable to log into the RUCKUS Unleashed application on your Smartphone.

This is a known issue when your RUCKUS Access Points are on an older version which doesn’t let you log into the Unleashed application. To assist you in upgrading your RUCKUS Access Points please help us with the below details.

Please log in to your Unleashed system on a LAPTOP WEB BROWSER using the Master AP IP Address OR https://unleashed.ruckuswireless.com/ to upgrade the RUCKUS Unleashed Access Points.

Please make sure you are connected to the RUCKUS Wi-Fi Network to access the same.

If you don’t know the login username/password, please try using the default username and passwords provided below.

Once you are able to log into the Unleashed system, please refer to the below RUCKUS Lennar Knowledge Base self-help articles and upgrade your RUCKUS Unleashed Access Points to the suggested version.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Upgrade-process-of-the-RUCKUS-Unleashed-R510-Access-Points-to-a/ta-p/75029

Once you upgrade your ALL Access Points, please uninstall the Unleashed application and install the updated one. And try to log in.

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: Repeated Issue with no Resolution - ICX 7150 keep getting to boot mode every time we lose power

helbastawisy — Wed, 27 Mar 2024 13:01:54 GMT

Thanks, Imran.

I upgraded the App and it is working. Thanks

Is there a setting for automatic upgrades for both the switch and the AP?