topic Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes in RUCKUS Support for Lennar Homes

Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

llfreedman — Wed, 24 Jul 2024 12:35:58 GMT

Lennar home user. Never had any issues with my switch and access points for five years. Appears switch is suddenly failing. Ports will power off after a couple minutes every time I try to reboot. The switch box is also pretty hot. I think its.dying. help!!!!

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

nicole — Wed, 24 Jul 2024 13:07:34 GMT

Hello @IIfreedman 🙂

Your switch may be failing, as indicated by the fact that it is overheating and cutting off ports. What you can do is as follows:

To check if it helps, unplug the switch from the power source, give it a few minutes, and then connect it back in.
Make sure every cable is secure and undamaged.
To avoid overheating, make sure the switch is in a ventilated area.
Look for and install any firmware upgrades,
It may have to be replaced if the issue continues and the switch stays hot.

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

llfreedman — Wed, 24 Jul 2024 14:04:17 GMT

Hi Nicole — Thanks for the response. I have tried to unplug and let it cool off many times. Unfortunately, the same issue continues to happen. Cables are all secure and undamaged.

I also don't believe it's a firmware issue because it does work a little bit, but then in less than an hour the ports lose power/internet. I went down the whole firmware rabbit hole, doesn't sound like that's the issue.

Hoping Ruckus can chime in here because I do have a lifetime warranty.

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

pinky_ruckus — Wed, 24 Jul 2024 14:06:55 GMT

Hello @llfreedman ,

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

From the case description, I understand that your Ruckus setup is not working and Switch is overheating and turning off.

We would request you to please perform hard reset on the Switch using a paper clip.

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.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

llfreedman — Wed, 24 Jul 2024 14:09:56 GMT

Hi Pinky — Thanks so much for the response. Unfortunately, I tried it but had the same issue 😞

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

pinky_ruckus — Wed, 24 Jul 2024 14:41:12 GMT

Hi @llfreedman ,

Thank you for the response.

Could you please let us know the answers to the below queries to assist you better?

1) 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. Also, light the status of Access Points.

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,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

llfreedman — Wed, 24 Jul 2024 21:59:08 GMT

Hi Pinky - Attached are the pictures. The cord connected to the router is green, ethernet cord going to the smart things box is yellow, and the three access ports are not lit up. The ports will light up for a few minutes, sometimes even longer, and then inevitably go out.

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

Imran_ruckus — Thu, 25 Jul 2024 14:49:08 GMT

Hi @llfreedman

Greetings!!!

Thank you for your recent correspondence and update.

From the picture you shared, I see the light status and connections of your RUCKUS ICX-7150-C12P Switch are in a normal state.

To proceed further, 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

show ip address

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: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

llfreedman — Thu, 25 Jul 2024 14:55:14 GMT

Hi Imran — I respectfully disagree that "light status and connections of your RUCKUS ICX-7150-C12P Switch are in a normal state."

None of the three (3) port lights are on and green like they should be in a normal state. All three ports are connected yet there is no light or power going to them. I don't believe it's a setting issue as it works perfectly fine intermittently and then shuts off. They will be green for a few minutes and then power off randomly. Sometimes they stay green and work for about an hour and then shut off.

Morever, I just connected a different switch I was forced to purchase (even though this is supposed to be a lifetime warranty), and it worked perfectly without having to adjust any settings...

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

Imran_ruckus — Thu, 25 Jul 2024 15:06:42 GMT

Hello @llfreedman

Thank you for your response.

I apologize for any inconvenience caused.

I was referring to the SYST and PWR lights, not the port lights.

The issue typically arises from older versions of the Switch software, causing ports to frequently enter a disabled state. This can usually be resolved by performing a software upgrade.

I am here to assist you in resolving this issue. If an upgrade does not resolve the issue, we are prepared to replace the equipment as needed.

Please provide the information mentioned in my previous message so that we can proceed accordingly.

Thank you for your patience and cooperation.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

llfreedman — Thu, 25 Jul 2024 15:58:25 GMT

Thanks for the explanation; that does make sense. Honestly, I really don't have the time or expertise to upgrade firmware/software myself on complicated network switches. Is there some way we could schedule a technician to come out? Many thanks

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

Imran_ruckus — Thu, 25 Jul 2024 16:05:06 GMT

Hi @llfreedman

Thank you for the response.

Please check your private texts for further steps and reply there itself. (Refer to the below screenshot- it will be at right top corner on the this website portal)

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

Imran_ruckus — Tue, 30 Jul 2024 12:37:12 GMT

Hi @llfreedman

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue on the private Chat so that we may proceed further with resolving it. Please refer to my previous post.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

Imran_ruckus — Thu, 01 Aug 2024 14:16:10 GMT

Hi @llfreedman

Greetings!

I trust this message finds you well.

I kindly request an update on the status of the issue on the private Chat so that we may proceed further with resolving it. Please refer to my previous post.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

llfreedman — Thu, 01 Aug 2024 14:24:04 GMT

I don't see any private messages. The mailbox icon is not there.

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

Imran_ruckus — Thu, 01 Aug 2024 14:30:06 GMT

Hi @llfreedman

Thank you for the response.

Please log into your RUCKUS Account on the community portal and check.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

llfreedman — Thu, 01 Aug 2024 14:31:55 GMT

This is so frustrating. I don't know what that means... I'm on the Ruckus Lennar pages and I'm logged in through Ruckus at the top right of the page.

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

Imran_ruckus — Thu, 01 Aug 2024 14:43:56 GMT

Hi @llfreedman

Thank you for the update.

I apologize for any inconvenience this may have caused. Please allow me some time to address the issue, and I will update you accordingly.

Thank you once again for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Sudden Issues with Ruckus Switch ICX 7150 - ports turn off after couple minutes

Imran_ruckus — Mon, 05 Aug 2024 12:58:24 GMT

Hi @IIfreedman

Greetings!!!

I trust this message finds you well.

I kindly request an update on my previous private chat.

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