topic Re: Struggling with Ruckus ICS 7150-12p in RUCKUS Support for Lennar Homes

Struggling with Ruckus ICS 7150-12p

echo_81 — Thu, 25 Jul 2024 18:36:40 GMT

We had a recent power outage in our Lennar complex and the access point within the home (and one of the neihbors) were not working. My neighbor was able to power reset and up & running.

I have been able to power reset these systems and they reboot effectively. This time it has not worked and seems that my Ruckus ICS 7150-12P is stuck in boot mode with an orange light for SYST and a green light for power.

Its been almost 2 weeks with me struggling with this thing. I spent hours looking over similar posts about this topic and following the tips - I have tried resetting the device following the video from Ruckus literally tens of times. Following reset process, the "orange lights flash for hours" and nothing happens.

I have attempted the putty/MobaXterm process with usb-c & ethernet connection to no avail - can't seem to put in a "com" from the "ports" - yes tried different pcs and cables.

Frankly, all this has led to me wasting hours and at this point it is beyond my understanding and abilities.

Can someone please explain to me how to get this device out of boot mode and working. Please do not refer me to another post I have looked over the other posts on this form and it has not led to any success.

Thanks in advance.

Re: Struggling with Ruckus ICS 7150-12p

Imran_ruckus — Thu, 25 Jul 2024 18:51:35 GMT

Hi @echo_81

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 your RUCKUS ICX-7150-C12P Switch is stuck in boot mode with PWR and SYST lights has Green and Amber lights respectively.

As you already tried hard resetting, please perform it multiple times as described in the below RUCKUS Lennar Knowledge Base self-help article.

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

If reset doesn’t work software recovery is the only option. Before you proceed with the software recovery please download the below-mentioned drives on your laptop.

- RUCKUS ICX-7150 USB Serial Driver (Windows): https://support.ruckuswireless.com/software/1414-brocade-ruckus-7150-usb-serial-driver-windows

- Silicon Labs USB to UART Bridge VCP Drivers: silabs.com/developers/usb-to-uart-bridge-vcp-drivers?tab=downloads

Once you install the drivers connect both the software recovery cables (Please note, we must use ethernet cable (both ends RJ45 plugs) and USB to type C cable both together) between the Switch and laptop then check for COM port details. Below is the RUCKUS Lennar Knowledge Base self-article for the same.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-RUCKUS-Switch-with-an-Amber-Orange-light-on-quot-SYST/ta-p/71998

Please follow these instructions carefully. Should you have any questions or concerns during this process, please do not hesitate to reach out.

Thank you for your cooperation and patience.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Struggling with Ruckus ICS 7150-12p

echo_81 — Thu, 25 Jul 2024 19:23:54 GMT

Imran - thanks fro quick acknowledgement.

My Bad - I should have elaborated in my post I have tried this drive stuff as well.

Did not work for me and yes it pushed on my "limited technical abilities".

I happened to be talking to my neighbor a few minutes ago and she told me she had to send her unit back in 2023 under similar circumstances. Is there such an option for me?

Thanks again.

Re: Struggling with Ruckus ICS 7150-12p

Imran_ruckus — Thu, 25 Jul 2024 20:05:12 GMT

Hi @echo_81

Thank you for your prompt response and for providing the information.

In accordance with our policies, we cannot proceed with a replacement of the Switch without first conducting the necessary troubleshooting steps.

Could you please provide the following:
1. Screenshots of the installed drive and the COM port details from the Device Manager.
2. A photograph showing the connections of the software recovery cable between the Switch and the laptop.

We appreciate your patience and understanding in this matter.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Struggling with Ruckus ICS 7150-12p

echo_81 — Thu, 25 Jul 2024 21:29:36 GMT

Ouch - did not expect this response. This is frustrating. I am on the road and will tend to it when I return.

That said, I ask that you escalate this to your management.

In the meantime I'm going to spend my time calling the corporate leadership at Lennar to wake them up for this wonderful gift they give their homeowners - perhaps they can send someone out and replace this thing.

I ask that you escalate this to your appropriate leadership

Let me drop Well let me work on that and have my son come over with windows PC again so we can take the

Re: Struggling with Ruckus ICS 7150-12p

Imran_ruckus — Fri, 26 Jul 2024 12:27:18 GMT

Hello @echo_81

Greetings!!!

I hope this message finds you well.

Thank you for the information you provided.

Apologies for the inconvenience. I would like to inform you that, as of November 2022, RUCKUS will no longer provide support for Lennar Homes customers through phone, email, or remote sessions. Support will now be exclusively offered through our community forum only.

Which operates on a best-effort basis. Please note that there is no escalation policy for this community support model.

Additionally, RUCKUS does not offer on-site technical support for Lennar Homes.

We have made efforts to ensure that our guides are as user-friendly as possible. We encourage you to follow these guides and proceed with troubleshooting.

Should you encounter any issues or errors, please share screenshots or provide details of the problem, and we will assist you as best as we can to resolve the issue.

Thank you for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Struggling with Ruckus ICS 7150-12p

Imran_ruckus — Tue, 30 Jul 2024 12:39:10 GMT

Hi @echo_81

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.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Struggling with Ruckus ICS 7150-12p

Imran_ruckus — Fri, 02 Aug 2024 14:35:32 GMT

Hi @echo_81

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.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Struggling with Ruckus ICS 7150-12p

Imran_ruckus — Mon, 05 Aug 2024 12:59:39 GMT

Hi @echo_81

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