topic Re: APs don't power and ring bell and thermostats don't have internet access in RUCKUS Support for Lennar Homes

APs don't power and ring bell and thermostats don't have internet access

NP — Mon, 20 May 2024 18:15:10 GMT

My APs don't power up and ring bell and thermostats don't have internet access. Tried resetting the Ruckus device hundreds of times but failed.

I wonder there this needs the whole system replaced.

Thank you!

Re: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Mon, 20 May 2024 18:19:43 GMT

Hi @NP

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

Apologies for the inconvenience caused.

As per the case description, I understand that your RUCKUS setup is not working and Access Points have no power.

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)

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 ALL 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: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Fri, 24 May 2024 20:43:51 GMT

Hi @NP

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it. Please help us with the requested queries.

Your prompt response would be greatly appreciated.

Thank you for your attention to this matter.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: APs don't power and ring bell and thermostats don't have internet access

NP — Tue, 28 May 2024 14:48:50 GMT

1. There could be a power outage but I don’t know definitely. It was not working when I got back from work.

2. No light is on, pictures attached earlier.

Thank you!

Re: APs don't power and ring bell and thermostats don't have internet access

NP — Tue, 28 May 2024 14:52:54 GMT

The 3 devices sitting on the device have lights on but ICX and AP don’t..

Re: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Tue, 28 May 2024 14:53:13 GMT

Hi @NP

Greetings!!!

Thank you for the response and the details.

As described in my initial post, please share a picture of the RUCKUS ICX-7150-C12P Switch showing the light status and cable connections.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Tue, 28 May 2024 15:49:05 GMT

Hi @NP

Thank you for the response and the information you shared.

Please plug your ICX-7150-C12P Switch into a working power outlet and send us PICTURES and a VIDEO of it showing the light status, and cord connected to the Switch and a working power outlet. Please refer to the below pictures as an example.

Please use the below link to upload a VIDEO: (Refer to the EXAMPLE Videos from the drive)

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

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: APs don't power and ring bell and thermostats don't have internet access

NP — Tue, 28 May 2024 20:27:01 GMT

Please see the device connected to a working outlet (no light at device input and no light on the status indicating led light on the device. The Ruckus device is dead.

Re: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Tue, 28 May 2024 20:35:09 GMT

Hi @NP

Thank you for your response.

I kindly request you to refer to my previous communication and proceed with uploading the pictures and a video onto the drive, showcasing the switch connected to the functional power outlet.

For reference, please consult the EXAMPLE videos available from the provided drive link and ensure that the recorded video of your switch follows a similar format.

Once again, I appreciate your cooperation and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Fri, 31 May 2024 20:16:36 GMT

Hi @NP

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Your prompt response would be greatly appreciated.

Thank you for your attention to this matter.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: APs don't power and ring bell and thermostats don't have internet access

NP — Mon, 03 Jun 2024 15:31:54 GMT

Your link to Google drive doesn’t let me upload the video. But as you see in the pictures, the Ruckus

device is connected to working outlet but it doesn’t power up (led indicating power status is dark) and the device is dead.

Re: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Mon, 03 Jun 2024 17:33:43 GMT

Hi @NP

Thank you for the response and the information you shared.

Please use the below link to upload a VIDEO: (Refer to the EXAMPLE Videos from the drive)

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

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: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Wed, 05 Jun 2024 14:13:56 GMT

Hi @NP

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Your prompt response would be greatly appreciated.

Thank you for your attention to this matter.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Fri, 07 Jun 2024 20:54:56 GMT

Hi @NP

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Your prompt response would be greatly appreciated.

Thank you for your attention to this matter.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: APs don't power and ring bell and thermostats don't have internet access

NP — Thu, 13 Jun 2024 14:56:21 GMT

Video was uploaded to google drive many days ago. I can’t disconnect the device from wall and connect somewhere else as it has so many connections and I don’t want to mesh up but the device is/was connected to a working outlet as displayed by light. Also you can see in the pictures.I’ve tried in other working outlets in multioutlet power strip next to the device. The Ruckus device is dead as evident from pictures and video. Not sure why you are insisting to upload video and pictures again and again.

Thank you!

Re: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Thu, 13 Jun 2024 15:57:40 GMT

Hi @NP

Greetings!!!

Thank you for the response.

Apologies for any inconvenience caused. According to our established process and policies, we require clear video footage and pictures to proceed with the assessment. Additionally, there might be a necessity to remove the Switch from its current location from the cabin.

Kindly shoot a video similar to the EXAMPLE Video provided in the link.

In the video, please ensure to capture the following:

1. Show the plug of the ICX-7150-C12P Switch being connected to a working outlet.
2. Simultaneously, display the light status on the switch.

Please use the below link to upload a VIDEO:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

Thank you once again for your cooperation and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: APs don't power and ring bell and thermostats don't have internet access

NP — Tue, 14 Jan 2025 17:27:19 GMT

I uploaded a video a few days ago and notified but have not heard back. Thanks lease update me!

Re: APs don't power and ring bell and thermostats don't have internet access

Imran_ruckus — Tue, 14 Jan 2025 18:08:04 GMT

Hi @NP

Greetings!

Thank you for reaching out to the RUCKUS Community forums.

As this case has been closed due to a lack of response, we kindly ask that you submit a new request with the relevant details.

We appreciate your understanding.

Best regards,
RUCKUS Lennar Homes Support Team