topic Re: Access Point does not have power in RUCKUS Support for Lennar Homes

Access Point does not have power

jpreynol — Mon, 13 May 2024 19:50:14 GMT

My access point does not have any power as all the lights are not displayed. The switch appears to be working though.

Re: Access Point does not have power

Imran_ruckus — Mon, 13 May 2024 20:29:21 GMT

Hi @jpreynol

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 have no power.

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

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)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let me know the answers to the above queries and 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: Access Point does not have power

jpreynol — Mon, 13 May 2024 20:32:36 GMT

Hello, was working before.

Re: Access Point does not have power

Imran_ruckus — Mon, 13 May 2024 20:37:37 GMT

Hi @jpreynol

Thank you for the response and the information you shared.

I see from the picture you shared, that your RUCKUS ICX-7150-C12P Switch has an Orange/Amber light on SYST and Green on PWR. This means the Switch is stuck in the boot mode.

Please refer to the below RUCKUS Lennar Knowledge base self-help article explaining the process to get this issue resolved.

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

Please follow the process and let me know if you need help at any point during the process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Access Point does not have power

Imran_ruckus — Mon, 13 May 2024 21:02:55 GMT

Hi @jpreynol

Thank you for the response.

Please respond on this post, not on the guide article.

When all the lights on the Switch flash amber after some time PWR and SYST lights should turn green. That indicates the Switch is back in its normal state.

If the flashing doesn't stop for a long time, please try to reset the Switch with a paper clip multiple times as described in the guide.

Even if that doesn't work, the only option left is performing the software recovery on the Switch.

Please perform the software recovery as describe in the same article and let me know if you need help at any point during the process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Access Point does not have power

jpreynol — Tue, 14 May 2024 19:16:29 GMT

Where is the guide for Mac. The page says:1: A Windows’s computer or MAC(The console access in this example is for Windows, but you can check the next guide to use a MAC (MAC console access section).

But then there isnt a link for MAC

Re: Access Point does not have power

jpreynol — Tue, 14 May 2024 20:20:22 GMT

On a Mac per How to console in the ICX-7150-12CP 'Ruckus Switch' I am receiving denied "

zsh: permission denied: /dev/cu.Bluetooth-Incoming-Port"

Also the link you sent is for Windows I need for MAC. It says "1: A Windows’s computer or MAC(The console access in this example is for Windows, but you can check the next guide to use a MAC (MAC console access section" Where is the next guide? There is not a link provided

Re: Access Point does not have power

Imran_ruckus — Tue, 14 May 2024 21:01:05 GMT

Hi @jpreynol

Thank you for the response and the update.

Please perform the software recovery process on a Windows laptop/PC.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Access Point does not have power

jpreynol — Tue, 14 May 2024 21:09:12 GMT

I don’t have a windows pc hence why I am using a Mac. How is that a responsible response. This is clearly a ruckus issue

Re: Access Point does not have power

jpreynol — Tue, 14 May 2024 23:43:43 GMT

Jason Reynolds <jreynol@gmail.com>

4:39 PM (3 minutes ago)

to Ruckus

This is unacceptable customer service at this point. All I have are Macs in my household and the forum told me to use a windows based computer. This is a ridiculous response. Ruckus' stance first is "for Lennar Homes customers will no longer be handled by phone or email." Therefore this forum is the only way to resolve an issue for those living in a Lennar Home. The support is inadequate at best. Next once I use the forum I am told I need to purchase a laptop or desktop that is Windows based to rectify the issue. This a dangerous precedent for Ruckus. Ruckus has a fiduciary responsibility to provide adequate support and to not expect customers to purchase windows based computers just to solve their own companies problems.

I am well aware of the issues Lennar Home owners are experiencing because you Ruckus decided to make it public information with a forum.

Either provide an adequate resolution or I am going to sue.

Re: Access Point does not have power

Imran_ruckus — Wed, 15 May 2024 12:17:20 GMT

Hi @jpreynol

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.

Please note that this forum is on best best-effort support basis.

As per our part of the process and policies we must check all the recommended troubleshooting steps for the issue. This is a software issue and can be fixed following the software recovery. The warranty is not covered for software issues.

Let me check internally what best we can offer. Meanwhile, we recommend that you seek outside help or a technician.

Thank you again for your understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Access Point does not have power

Imran_ruckus — Fri, 17 May 2024 20:14:16 GMT

Hi @jpreynol

Greetings of the day!!!

Thank you for sharing the requested information on the private chat.

Based on the troubleshooting done, you confirmed, and we saw that after the reset, booting up the Switch, and after trying the software recovery process, the failure persists. 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.

Re: Access Point does not have power

BlowBoatTech — Wed, 11 Sep 2024 12:52:00 GMT

test

Re: Access Point does not have power

BlowBoatTech — Fri, 06 Sep 2024 19:49:53 GMT

test

Re: Access Point does not have power

Imran_ruckus — Fri, 06 Sep 2024 19:44:47 GMT

Hello @BlowBoatTech

I hope this message finds you well.

Apologies, You are posting responses in a case thread that has already been closed. Additionally, I noticed that there is another open case with no response from you, despite previous follow-ups.

Please address your queries in the appropriate case thread for effective resolution. You can find your case at the following link:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Re-No-power-to-AP-s-from-switch/m-p/96184#M21578

Thank you for your understanding and cooperation.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community