topic Re: Reset Not Working in RUCKUS Support for Lennar Homes

Reset Not Working

bullseyeward3 — Tue, 09 Jul 2024 20:15:46 GMT

I’ve attempted to reset the Ruckus ICX 7150-C12P with no success. What is my next step?

Re: Reset Not Working

pinky_ruckus — Tue, 09 Jul 2024 21:00:59 GMT

Hello @bullseyeward3 ,

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 you tried to perform a reset on the Switch and it didn’t work.

May I please know if you are getting stuck at any point and if you have used the paper clip to perform the reset ?

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to hard reset the Switch

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Process-for-performing-a-physical-factory-reset-hard-reset-on/ta-p/80783

Please follow the process as explained in the article and let me know if you have any queries in this regard.

Also, please confirm if you performed reset multiple times.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Reset Not Working

bullseyeward3 — Tue, 09 Jul 2024 23:02:17 GMT

Thank you Pinky. When I reset the switch, all the lights flash continuously for up to 15 minutes. I unplug it then plug back in only to have the same two lights lit (green/orange).

Re: Reset Not Working

pinky_ruckus — Wed, 10 Jul 2024 14:03:32 GMT

Hello @bullseyeward3 ,

Greetings!

Thank you for the response.

I understand that you are facing issues while performing a reset on the Switch.

Could you please confirm if you have performed reset multiple times (like 10 to 15 mins) as mentioned in the article?

Also, have you performed software recovery after performing reset?

Please share the light status of the Switch for us to assist you further.

Please share the requested information and let us know if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Reset Not Working

bullseyeward3 — Wed, 10 Jul 2024 16:35:58 GMT

Re: Reset Not Working

bullseyeward3 — Wed, 10 Jul 2024 16:37:02 GMT

Reset has been attempted at least 10 times to no avail. Unfortunately I don't have a laptop to enable the software recovery option. Thank you, Bill

Re: Reset Not Working

pinky_ruckus — Wed, 10 Jul 2024 16:51:58 GMT

Hi @bullseyeward3 ,

Thank you for sharing the picture.

I understand that the status lights on the Switch is Amber and the PWR light is Green which means that the Switch is stuck in the boot mode.

May I please know if you have performed reset o Switch multiple times and if the reset still doesn’t work, have you performed software recovery?

If yes, could you please mention the point where you are getting stuck. If you could share screenshot, we could look into the matter and assist you accordingly.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Reset Not Working

bullseyeward3 — Wed, 10 Jul 2024 17:04:11 GMT

The reset option has been attempted a minimum of 10 times....

As stated, I don't have a laptop to perform the software recovery action. Bill

Re: Reset Not Working

pinky_ruckus — Wed, 10 Jul 2024 18:26:57 GMT

Hello @bullseyeward3 ,

Thank you for the response and information.

I understand that you does not have a laptop to perform software recovery. Kindly requesting you to arrange a laptop to perform software recovery.

We have tried to create the guides as non-technical as possible so that they are not difficult to follow. However, if you continue to have difficulties, we would recommend that you seek outside help or a technician.

Thank you again for understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Reset Not Working

bullseyeward3 — Wed, 10 Jul 2024 19:17:00 GMT

These are way too complicated for me - can I send this device back to be refurbished? I'm OK with paying shipment.

Re: Reset Not Working

pinky_ruckus — Wed, 10 Jul 2024 19:33:21 GMT

Hello @bullseyeward3 ,

Thank you for the response.

The issue happened since the Switch went in to the boot mode and this will be fixed once the software recovery is completed.

Apologies, as per our policies we cannot replace the unit as this is a software issue that can be resolved with the troubleshooting steps.

We will be exclusively supporting customers via this community forum support model only.

And this forum is on a best best-effort basis support.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Reset Not Working

inphobia — Wed, 10 Jul 2024 22:07:38 GMT

first of: not a "lennar homes" user. but i got curious after seeing several of these "my 7150 c12p stopped working".

so i had a look through what the available material and think i was able to piece it together, but i'm not sure if it's very clear to less technical users.

the article "RUCKUS Lennar Knowledge Base Self-help Guides - Visit Here Before You Post" - https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/RUCKUS-Lennar-Knowledge-Base-Self-help-Guides-Visit-Here-Before/td-p/74988
was quite well hidden. perhaps it can be stickied in the lennar section so it always shows up at the top of the forum?

the guides under https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/tkb-p/lennar_tkb seem to cover most needs, but i seldom see links to perhaps one of the more relevant kb's:
https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-upgrade-RUCKUS-ICX-7150-C12P-from-Non-Unified-Forwarding/ta-p/71353
this one has an explicit mention that you should upgrade to "To avoid the Switch getting stuck on the boot mode frequently due to power outage/spike."

also very well hidden, but if all possible troubleshooting fails (but you are expected to try all options provided, which includes connecting to the console) you might still be able to get it rma'd:
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Factory-Reset-Ruckus-7150-C12/m-p/78314#M17957
that user did show photos of him doing all suggested steps in detail.

Re: Reset Not Working

bullseyeward3 — Thu, 11 Jul 2024 13:28:27 GMT

With all due respect Pinky, the software recovery is not able to be completed by this owner due to lack of a laptop. At this point I have no other choice but to return the device. As a customer of a Ruckus I would expect a process allowing the defective product to be returned for refurbishment. Especially considering I am willing to pay for shipping.

Re: Reset Not Working

pinky_ruckus — Tue, 16 Jul 2024 19:56:32 GMT

Hello @bullseyeward3 ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

I would like to know if you require further assistance since our last correspondence. Should you have any questions or if the status of your case has changed, please let me know by responding to this post.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Reset Not Working

bullseyeward3 — Wed, 17 Jul 2024 14:05:41 GMT

My switch is not working so no this forum provided no solution to me. I've responded via private message and received no communication. Very frustrating given the device has a lifetime warranty. I will be sending a note to Commscope shortly.

Re: Reset Not Working

pinky_ruckus — Wed, 17 Jul 2024 15:41:01 GMT

Hi @bullseyeward3 ,

Apologies for the inconvenience caused.

Based on the discussion we had through the private message, we understand that you are unable to complete the software recovery process successfully and as your ICX-7150-C12P Switch is not working , you tried to complete the reset process However, 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,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Reset Not Working

pinky_ruckus — Mon, 22 Jul 2024 14:22:47 GMT

Hello @bullseyeward3 ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Reset Not Working

pinky_ruckus — Tue, 23 Jul 2024 13:43:41 GMT

Hello @bullseyeward3 ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Reset Not Working

bullseyeward3 — Tue, 23 Jul 2024 14:35:13 GMT

No further assistance required. Thank you, BW