topic Re: boot mode reset in RUCKUS Support for Lennar Homes

Re: boot mode reset

cspringer — Tue, 23 Jul 2024 21:13:30 GMT

Crystol has hired Geek Squad to come out and assist with the troubleshooting of her Ruckus system. We attempted to perform the factory reset and were unsuccessful in doing so. We were never able to get the unit to display or broadcast the setup wifi to connect to the device and perform first time setup of the device. We attempted usb flash drive factory reset and were still unsuccessful in getting the unit back to factory settings. Also attempted to use the factory reset button multiple times as Crystol has attempted as well all getting the same result. When I arrived at her home the Access point has power light on on the access point but no other lights. Tried moving ports on the switch and got ctl light and power light on but were still unable to access the switch to setup the wifi as she had before.

Re: boot mode reset

Imran_ruckus — Wed, 24 Jul 2024 12:27:47 GMT

Hi @cspringer

Greetings!!!

Thank you for reaching out to the RUCKUS Lennar Home Community.

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you are encountering issues with factory reset.

To assist you further we need the current status of your RUCKUS system. Please help me with the below queries.
1. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

2. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

Please upload these photos to your RUCKUS account before proceeding.

Should you have any further questions or concerns, feel free to reach out.

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: boot mode reset

Imran_ruckus — Fri, 26 Jul 2024 12:37:03 GMT

Hi @cspringer

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: boot mode reset

Imran_ruckus — Tue, 30 Jul 2024 12:36:14 GMT

Hi @cspringer

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: boot mode reset

cspringer — Wed, 31 Jul 2024 22:18:06 GMT

this is all thats plugged inif you try to reboot it turns to amber for awhile but never lets the reboot happen

here are the photos.... nothing is connected. We had to move everything since it failed to allow a reboot. I hired Geek Squad to come to my home and reboot and they also stated above that its not working properly. Please let me know what to do to get this back online

Re: boot mode reset

Imran_ruckus — Thu, 01 Aug 2024 12:42:41 GMT

Hi @cspringer

Greetings!!!

Thank you for the response and the detailed information you shared.

As per the light status of the RUCKUS ICX-7150-C12P Switch, it seemss to be in a normal status.

As I see from the picture you shared, seems like the ethernet cable which is coming from the ISP’s (Internet Service Provider’s) Router or Modem/Router combo is plugged into the wrong port on the Switch panel. It must be plugged into any 1 in-12 ports as shown in the below screenshot. Please unplug the ethernet cable plug it into the correct port and reboot (unplug/plug from the power outlet) your Switch and ISP Router once then try to connect to the Internet via Access Points.

Please check and let me know if that works.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: boot mode reset

Imran_ruckus — Fri, 02 Aug 2024 14:34:43 GMT

Hi @cspringer

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: boot mode reset

cspringer — Fri, 02 Aug 2024 16:25:15 GMT

OK moved it over like you said and now its back to one amber light. How do I reconnect from an access point? This is why I had Geek Squad out because I dont know about any of this. You'll need to fully explain everything. I moved the wire over and unplugged and plugged back in and here is where I am. Please advise

Re: boot mode reset

Imran_ruckus — Fri, 02 Aug 2024 16:39:31 GMT

Hello @cspringer

Thank you for your response and the update.

Based on the picture you provided, it appears that your switch is stuck in boot mode with an Amber SYST indicator.

Please refer to the following RUCKUS Lennar Knowledge Base self-help article for troubleshooting guidance:

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

Kindly follow the steps outlined in the article and let me know if you encounter any difficulties.

Thank you for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: boot mode reset

cspringer — Fri, 02 Aug 2024 16:47:27 GMT

what in the world???? PLEASE GO BACK AND LOOK AT THIS HISTORY!!!!

I've been trying to state this was the issue and yes I hired Geek Squad to come to my home and even they could not reboot this clearly explained to you by them in the reply above on 7/23/24 when they were in my home! Why in the world are you sending back down that same path??? This Ruckus is defective! I cannot believe I am STILL getting the run around from you all This is absolutely the worst.

Re: boot mode reset

Imran_ruckus — Fri, 02 Aug 2024 17:16:58 GMT

Hello @cspringer

Thank you for providing the information.

I recommend attempting a physical factory reset multiple times, as outlined in our RUCKUS Lennar Knowledge Base self-help article accessible through this link and VIDEO:

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

Video link: https://www.youtube.com/watch?v=6jHMTdo_hK4

If the initial reset attempts do not resolve the issue, please try resetting your switch multiple times (approximately 10-15 times) using the method described in the article. In some cases, repeated attempts have successfully resolved similar issues. Upon successful reset, the SYST and PWR lights should turn GREEN.

Please proceed with these reset steps and let me know if the switch comes back to a normal state with Green SYST LED.

Thank you for your patience and cooperation in this matter.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: boot mode reset

cspringer — Fri, 02 Aug 2024 17:23:26 GMT

Thats already been done 16xs... maybe more. Amber lights are blinking all the way across the board! see photo now what do you want me to do? Ive already paid $150 for Geek Squad to come out with the same results and AGAIN was mentioned in response on7/23/24. Why is this so difficult for you to undertstand? It wont reboot and wont factpry reset!!!!

Re: boot mode reset

cspringer — Fri, 02 Aug 2024 17:29:32 GMT

Can I please get a supervisor to look over this history of this back and forth???? This is actually insane to me that this is still happening, and we only go round and round. If you aren't going to replace this defective RUCKUS then just state that now so that I may move onto to another company and device! I want to know today what RUCKUS is going to do because I am finished with this back and forth. It truly is only wasting my time sending me back to the beginning and telling me to do the same thing over and over, especially when I called out a professional with the same results. I have zero patience left

Re: boot mode reset

Imran_ruckus — Fri, 02 Aug 2024 17:31:54 GMT

Hello @cspringer

Thank you for your response.

Please note that, in accordance with our policies, we must follow the necessary troubleshooting steps for the current situation.

Since your switch is now stuck in boot mode again, it is essential to follow the outlined steps to address the issue.

I will review this and get back to you shortly.

Thank you for your patience.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: boot mode reset

cspringer — Fri, 02 Aug 2024 17:44:06 GMT

What I am telling you is that we've done this reboot 100xs plus trying to get this tosimply reboot I called an outside company out as well. THEY verified and said this unit will not reboot and will not factory reset. Ive tried to reboot 20xs just today It will not work! This is nothing more than chasing a tail in a never ending circle. My question is when is enough enough? How many times do I need to hire someone to come out to try and fail because the unit is bad and has failed? You can look back to the 7/23/24 remarks left by the professional hired thru Best Buy a large company! Hes installed Ruckus and has seen when units fail. This is a bad box. You cant just keep having us do the same thing over and over with the same result and keep sending us directions to do it again and again. Please get a supervisor involved today.... if you refuse to replace or help me with a new unit I am not doing this another round.

Re: boot mode reset

Imran_ruckus — Fri, 02 Aug 2024 17:45:38 GMT

Hello @cspringer

Thank you for your response.

I will review this and get back to you shortly.

Thank you again.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: boot mode reset

cspringer — Sat, 03 Aug 2024 03:00:25 GMT

Can I please get an update from you on where this situation stands? It has been going on for so long now and if Ruckus isn't going to replace this faulty box I'd like to know asap so that I can get this Ruckus removed and research another company. Please can I get a response and update without sending me to reboot this box again. That is over now. Thank You

Re: boot mode reset

Imran_ruckus — Mon, 05 Aug 2024 12:31:39 GMT

Hi @cspringer

Greetings of the day!!!

Thank you for your patience.

Based on the troubleshooting conducted, it appears that your ICX-7150-C12P switch is frequently getting stuck in boot mode. Despite performing hard resets and software recovery multiple times, the issue persists.

Given the ongoing failure, it is recommended that the switch be replaced. This process is referred to as a Return Merchandise Authorization (RMA).

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,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: boot mode reset

cspringer — Mon, 05 Aug 2024 21:13:39 GMT

Hi and thank you for handling this issue.

I went into the chat and added my address but it said successful and then nothing else. Can you verify that I have done what needed to be done? How will I know when its shipped and when to look for the product?

Re: boot mode reset

Imran_ruckus — Tue, 06 Aug 2024 12:32:02 GMT

Hi @cspringer

Greetings!

Thank you for your response.

Apologies. As our primary focus is on assisting with technical queries in the forums, we may not be fully informed about this matter.

If you have any RMA related queries, please use the same chat link provided.

Thank you for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community