topic Re: No Power AP R510 in RUCKUS Support for Lennar Homes

Re: No Power AP R510

Ruckus2 — Tue, 11 Jun 2024 21:15:41 GMT

Hi there. I have now received two replacement units. Both units also had no power despite connecting to the POE and 12 volt plug. The same 12 volt plug has no problem powering other devices, so I know the plug is working fine.

What else can be done besides continuing to receive new units? Is there a possible technical issue here?

Re: No Power AP R510

Imran_ruckus — Wed, 12 Jun 2024 13:29:04 GMT

Hello @Ruckus2

Greetings!!!

Thank you for your response and the update.

As per the case description, I understand that your RUCKUS Access Points are not powering up.

To 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

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

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

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: No Power AP R510

Imran_ruckus — Thu, 13 Jun 2024 12:42:55 GMT

Hi @Ruckus2

Greetings!!!

I hope this message finds you well.

I am writing to kindly request information regarding the details mentioned in my previous communication. Your prompt response would greatly facilitate our progress.

Thank you once again for your cooperation.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: No Power AP R510

Ruckus2 — Thu, 13 Jun 2024 14:27:37 GMT

Hi there,

When plugging in the new replacement units, with either POE or 12 volt, none of them light up.

Other devices I own power up just fine with the 12 volt plug, so it appears to be something to do with the AP’s.

Re: No Power AP R510

Imran_ruckus — Thu, 13 Jun 2024 14:53:24 GMT

Hi @Ruckus2

Greetings!

Thank you for your prompt response and the provided information.

I would appreciate it if you could confirm the number of Access Points experiencing issues. As per our records, ONE Access Point underwent the RMA process on the 22nd of last month.

Your confirmation on this matter would be greatly appreciated.

Thank you once again for your patience and cooperation.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: No Power AP R510

Ruckus2 — Thu, 13 Jun 2024 15:16:52 GMT

Yes, only one unit. I have received 3 replacement units and none will power on. No lights when plugged in.

Re: No Power AP R510

Imran_ruckus — Thu, 13 Jun 2024 16:40:43 GMT

Hello @Ruckus2

Thank you for your response and the information provided on the private chat.

We kindly request that you connect your ALL RUCKUS R510 Access Points (APs) one by one to a functional power outlet and share both pictures and a single video showcasing the light status, the cord connected to the APs, 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)

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.

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: No Power AP R510

Ruckus2 — Thu, 13 Jun 2024 17:07:49 GMT

I will not be able to do this until later. I want to clarify I have done this and I can assure you the units are not powering up.

Phone support would be a much better route to troubleshoot at this point. I am extremely limited on time and need to resolve this asap.

Re: No Power AP R510

Imran_ruckus — Thu, 13 Jun 2024 17:11:25 GMT

Hi @Ruckus2

Thank you for your prompt response.

We apologize for any inconvenience caused.

Upon reviewing the videos and confirming the issues, we will proceed with forwarding the request for an RMA approval once again.

We sincerely appreciate your understanding and cooperation.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: No Power AP R510

Imran_ruckus — Fri, 14 Jun 2024 14:47:30 GMT

Hello @Ruckus2

Greetings!

I hope this message finds you well.

I'm reaching out to kindly request an update on the matter we discussed previously.

Your prompt response would be greatly appreciated.

Thank you.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: No Power AP R510

Imran_ruckus — Tue, 18 Jun 2024 14:29:48 GMT

Hello @Ruckus2

Greetings!

I hope this message finds you well.

I'm reaching out to kindly request an update on the matter we discussed previously.

Your prompt response would be greatly appreciated.

Thank you.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: No Power AP R510

Ruckus2 — Tue, 18 Jun 2024 20:43:47 GMT

I wanted to update and let you know I am having someone local help me troubleshoot technical issues. I will reply once I have a resolution.

Thank you.

Re: No Power AP R510

Imran_ruckus — Tue, 18 Jun 2024 20:47:15 GMT

Hi @Ruckus2

Thank you for your response and update.

I kindly request that you keep me informed of any developments so that we can promptly resolve this matter.

Thank you once again.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: No Power AP R510

Imran_ruckus — Fri, 21 Jun 2024 20:17:06 GMT

Hi @Ruckus2

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.

If we do not receive a response from you within 24 hours from the timestamp of this message, your case will proceed to closure.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: No Power AP R510

Ruckus2 — Sat, 22 Jun 2024 20:49:05 GMT

Hi there,

The replacement unit works, but only when it is plugged into both the POE as well as the 12 volt at the same time.

Are you able to provide a solution to make it so the AP only works utilizing the POE for power?

Thank you.

Re: No Power AP R510

Imran_ruckus — Mon, 24 Jun 2024 14:50:41 GMT

Hi @Ruckus2

Greetings!!!

Thank you for your recent correspondence and update.

We may need to check some configurations of your RUCKUS ICX-7150-C12P Switch to troubleshoot this issue.

To proceed with troubleshooting the issue, please follow the steps outlined below to access the Command Line Interface (CLI) and provide the necessary command outputs:

1. First, identify the current IP address assigned to the switch ICX-7150-C12P by your local router. You can use an IP scanner tool to easily locate the switch's IP address on your network. Here is a guide on how to perform this using IP Scanner free applications:

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 you have identified the IP address of the switch, proceed to access the Command Line Interface (CLI) of the RUCKUS ICX-7150-C12P switch. Here is a guide on how to access the CLI:

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

If you can access the Command line the prompt should look like below:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

3. After successfully accessing the CLI, please execute the following commands and provide the outputs:

enable

show version

show flash

show inline power

show inline power detail

show interface brief

Please share the command outputs or screenshots if you encounter any issues or errors during these steps.

Feel free to reach out if you have any questions or require further assistance.

Thank you for your cooperation and patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: No Power AP R510

Imran_ruckus — Wed, 26 Jun 2024 19:26:48 GMT

Hi @Ruckus2

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: No Power AP R510

Imran_ruckus — Fri, 28 Jun 2024 14:15:30 GMT

Hi @Ruckus2

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: No Power AP R510

Imran_ruckus — Tue, 02 Jul 2024 20:26:00 GMT

Hi @Ruckus2

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.

If we do not receive a response from you within 24 hours from the timestamp of this message, your case will proceed to closure.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community