topic Re: Had a power surge last night at my Kenner home and now I have no working equipment in RUCKUS Support for Lennar Homes

Had a power surge last night at my Lenner home and now I have no working equipment

sjanik — Fri, 07 Jun 2024 01:56:40 GMT

My switch seems to be okay with green lights but my phone can’t find the wifi name anymore. My 1st floor access point has a solid red light and the 2nd floor has a solid CTL green light and a green flashing PWR light. I tried factory reset but nothing has changed

Re: Had a power surge last night at my Kenner home and now I have no working equipment

Imran_ruckus — Thu, 06 Jun 2024 13:24:22 GMT

Hello @sjanik

Greetings!

Thank you for reaching out to RUCKUS Lennar Home Community.

We appreciate the information provided regarding the issues you're experiencing with your RUCKUS setup following a power outage.

To better assist you, could you please provide us with a picture of your ICX-7150-C12P Switch? We kindly request that the picture captures the cable connections to the Switch ports, as shown in the example picture provided below:

Prior to uploading the photos, please ensure you are logged in to your RUCKUS account. You can then proceed to upload the image for our review.

Once we receive the requested image, we will be better equipped to provide you with further assistance.

If you have any queries or require additional clarification, please do not hesitate to reach out.

Thank you for your cooperation and patience as we work to resolve this matter.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Had a power surge last night at my Kenner home and now I have no working equipment

sjanik — Fri, 07 Jun 2024 01:41:03 GMT

I attached two pictures of the Ruckus ICX and also a picture of the 1st floor access point with solid red light and the 2nd floor access point with solid green CTL light and slow flashing green PWR light

1st floor R5102nd Floor R510

Re: Had a power surge last night at my Kenner home and now I have no working equipment

Imran_ruckus — Fri, 07 Jun 2024 16:34:11 GMT

Hello @sjanik

Warm greetings to you! I trust this message finds you well.

Thank you for your response and the detailed information provided.

To address the connectivity issue with your RUCKUS Access Points (APs), I recommend the following steps:

1. Please unplug the ethernet cables connecting your RUCKUS Access Points (APs) from the current ports on the RUCKUS ICX-7150-C12P Switch.

2. Plug these ethernet cables into any other available 1-in-12 ports on the switch, as illustrated in the screenshot provided.

3. After repositioning the cables, proceed to reboot the RUCKUS Switch by unplugging it from the power outlet and then plugging it back in.

4. Once the switch has rebooted, please verify the internet connectivity status.

Please follow these steps and confirm if they resolve the issue.

Thank you once again for your cooperation and patience. Should you require further assistance, please do not hesitate to reach out.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Had a power surge last night at my Kenner home and now I have no working equipment

sjanik — Fri, 07 Jun 2024 20:32:39 GMT

I completed the steps and it did not fix the issue

Thanks,

Re: Had a power surge last night at my Kenner home and now I have no working equipment

Imran_ruckus — Fri, 07 Jun 2024 20:48:44 GMT

Hi @sjanik

Thank you for your response and update.

We apologize for any inconvenience caused.

To proceed with further investigation and troubleshooting, we require certain Switch configuration information via the Command Line Interface (CLI) of the Switch.

Please follow the steps outlined below to access the CLI and provide the output of the specified commands:

1. Begin by identifying the IP address of the Switch to access the CLI. You can utilize an IP scanner on your local network to easily identify the switch IP address. A guide on how to perform this task can be found here:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-find-the-IP-Address-of-the-RUCKUS-Devices-Switch-and-APs/ta-p/77863

2. Once the IP address of the switch is identified, proceed to access the Command Line Interface (CLI) of the Switch. You can refer to this guide for detailed instructions:

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

Upon successful access to the CLI, the prompt should resemble one of the following:
- ICX7150-C12 Router>
- ICX7150-C12 Switch>

Please execute the following commands once logged in to the CLI and share the output:
1. enable
2. show version
3. show flash
4. show inline power
5. show interface brief

Kindly provide the output of the above commands or share screenshots if you encounter any issues or errors during the process.

Should you have any further inquiries or require assistance, please do not hesitate to reach out.

We appreciate your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Had a power surge last night at my Kenner home and now I have no working equipment

sjanik — Fri, 07 Jun 2024 22:00:08 GMT

Hello,

I am unable to access the CLI. I get the below message on the attached screenshot. I verified that i have the correct IP address by confirming the mac address of the Ruckus switch

Re: Had a power surge last night at my Kenner home and now I have no working equipment

sjanik — Sat, 08 Jun 2024 15:31:24 GMT

Update:

Last night my second floor AP started to work and broadcast my wifi. The first floor AP still has the solid red light.

Thanks,

Re: Had a power surge last night at my Kenner home and now I have no working equipment

Imran_ruckus — Mon, 10 Jun 2024 12:59:06 GMT

Hello @sjanik

Greetings!!!

Thank you for your response and the update.

To further troubleshoot the Access Point with the Red PWR LED, I recommend connecting it to an external 12VDC power adapter separately, without utilizing the Switch PoE port cable. You can typically find a suitable 12VDC adapter connected to your ISP's Router or Modem-Router combo device, as depicted in the provided screenshot.

Once connected, please attempt to reset the Access Point physically following the instructions outlined in the following resource:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Access-Points-Ruckus/td-p/47056

After resetting the Access Point, observe if there are any changes in the LED status.

Additionally, for guidance on setting up Ruckus Unleashed using the web interface, you may refer to the following YouTube video:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Thank you once again for your patience and understanding as we work towards resolving this issue.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Had a power surge last night at my Kenner home and now I have no working equipment

sjanik — Mon, 10 Jun 2024 21:57:01 GMT

Hello,

I plugged in a 12vdc adapter and tried resetting the access point with no luck. The PWR light is still solid red and never changed.

Thanks

Re: Had a power surge last night at my Kenner home and now I have no working equipment

Imran_ruckus — Tue, 11 Jun 2024 12:44:04 GMT

Hello @sjanik

Greetings!!!

Thank you for your response and the information provided.

We kindly request that you connect your RUCKUS R510 Access Point (AP) to a functional power outlet and share both pictures and a video showcasing the light status, the cord connected to the AP, and its connection to a working power outlet. Please refer to the example pictures provided below for guidance.

For the video upload, we have created a designated link for your convenience. You can access it via the following link: (Refer to the EXAMPLE VIDEOS from this drive link)

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

If you have any questions or need further clarification, please don't hesitate to reach out.

Thank you once again for your patience and cooperation.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community.

Re: Had a power surge last night at my Kenner home and now I have no working equipment

sjanik — Tue, 11 Jun 2024 15:20:52 GMT

Hello,

I uploaded a video and pictures as requested. Please confirm you received them?

thanks,

Re: Had a power surge last night at my Kenner home and now I have no working equipment

Imran_ruckus — Tue, 11 Jun 2024 15:46:24 GMT

Hi @sjanik

Thank you for your prompt response.

Apologies, I am unable to view the videos and pictures uploaded on the drive.

Could you kindly re-upload them to the drive link that I previously provided?

I appreciate your patience and understanding in this matter.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Had a power surge last night at my Kenner home and now I have no working equipment

sjanik — Tue, 11 Jun 2024 16:27:03 GMT

Hello I converted them from heic to jpg files and re-uploaded.

thanks,

Re: Had a power surge last night at my Kenner home and now I have no working equipment

Imran_ruckus — Tue, 11 Jun 2024 17:13:38 GMT

Hi @sjanik

Thank you for your previous response.

Regrettably, I am still unable to access the videos and pictures uploaded to the drive link previously shared. Could you please confirm and share the drive link to which you are uploading them?

I appreciate your ongoing patience and assistance in resolving this matter.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Had a power surge last night at my Kenner home and now I have no working equipment

sjanik — Tue, 11 Jun 2024 17:24:24 GMT

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz

hopefully I did it correctly this time

Re: Had a power surge last night at my Kenner home and now I have no working equipment

Imran_ruckus — Tue, 11 Jun 2024 18:02:16 GMT

Hi @sjanik

Thank you for the response and the information.

Based on the troubleshooting done, and you confirm after performing the reset of the Access Point, and checking all the connectivity and connections, the failure persists. And this is the only ONE access point that isn’t working with Red PWR LED on it even after checking with an external power adapter it behaves the same. This ONE Access Point 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 picture, copy the link and share it via chat from the link provided below:

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.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.