topic Re: I need Warranty support after Ruckus ICX 7150 has suffered a hardware failure. in RUCKUS Support for Lennar Homes

I need Warranty support after Ruckus ICX 7150 has suffered a hardware failure.

Reospark — Tue, 08 Nov 2022 00:11:30 GMT

Lennar Home. My ICX 7150 has failed. Probably due to the power outage. I need a new one. I tried to file a claim. After entering all the information I received an automated response that my serial # is not registered. Is there a way to speak with a human?

Re: I need Warranty support after Ruckus ICX 7150 has suffered a hardware failure.

Yarenis — Tue, 08 Nov 2022 12:36:43 GMT

Hi @Reospark

Note:We do not have email, phone or remote access support, Lennar customers only receive support through the community forums, Please read the guides carefully before start the troubleshooting.

1:is the Switch no longer powering up, if that is the case, please ensure that the issue is not the power outlet.

2:If your switch have the next symptoms, please follow up the next guide.

The Switch will not provide power to any PoE device.

Will not be any connectivity to the devices connected to the Switch.

The ISP router will work fine.

Console access will be the only access available.

System light yellow/orange

1:How to console in the ICX-7150-12CP 'Ruckus Switch'

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12c-using-a-Windows-Machine/td-p/46759

RUCKUS ICX 7150 USB TYPE C CONSOLE (tutorial video)

https://www.youtube.com/watch?v=YXR4xhkw3q8

2:How to perform a Software recovery on an ICX7150 switch

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483

Re: I need Warranty support after Ruckus ICX 7150 has suffered a hardware failure.

Reospark — Tue, 08 Nov 2022 03:12:16 GMT

One of my expert neighbors, who is a configuration architect, came over and plugged into it and confirmed the hardware is shot. I need a new Ruckus. Is there a way to find out if I have any warranty coverage?

Re: I need Warranty support after Ruckus ICX 7150 has suffered a hardware failure.

Vásquez_Fer — Tue, 08 Nov 2022 12:43:30 GMT

Hi @Reospark

Hope you are doing great !

We can't confirm if it's a hardware or software failure without doing some troubleshooting.

Without this information we cannot proceed with a unit replacement either.

1-Could you please indicate which color is the system light ?

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-973C8AE8-837A-41C7-9811-BAEF6ADEF3D3.html '7'

2-If the unit is not powering up at all ( no lights at all ) have you tried another power cord/power outlet ?

Best regards

Fernando Vasquez

Re: I need Warranty support after Ruckus ICX 7150 has suffered a hardware failure.

Reospark — Wed, 09 Nov 2022 20:39:04 GMT

Hi Vasquez

I do not know what happen to my last reply.

But this is what I said. There are no lights on Ruckus device. There is nothing I can check on the device. It is dead. the power source/receptacle is good. It has 120 vac. I did utilize another receptacle to make sure. The Ruckus still did not power up.

Because the unit hardware has failed I cannot run diagnostics.

Please advise where I go from here. How do I resolve this problem?

Thanks

Re: I need Warranty support after Ruckus ICX 7150 has suffered a hardware failure.

Vásquez_Fer — Wed, 09 Nov 2022 20:47:37 GMT

HI @Reospark

Thanks for the update no worries at all !

Based on your troubleshooting you have done , since there are no lights on the ICX 7150-12P, ensured is connected to a well know power outlet this unit must be RMA ( return merchandise authorization ) in simple words replace it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post and paste it into the chat to start unit replacement.

https://support.ruckuswireless.com/contact-us

Best Regards

Fernando Vasquez

Re: I need Warranty support after Ruckus ICX 7150 has suffered a hardware failure.

Reospark — Wed, 09 Nov 2022 23:08:19 GMT

I have established a case. I went back into the chat and tried to input my information for the RMA. I checked and rechecked my shipping information. However it keeps giving me an error message and I can't see any errors. So Fetch just keeps asking me for the shipping info. I don't even know if I should be doing that or if, now that I have a case established, I will receive communications from Support. I find this whole process very challenging and frustrating for me. Can you help me out?

Re: I need Warranty support after Ruckus ICX 7150 has suffered a hardware failure.

Yarenis — Thu, 10 Nov 2022 00:26:06 GMT