topic Re: Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage in RUCKUS Support for Lennar Homes

Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage

Jim82 — Tue, 06 Aug 2024 18:37:20 GMT

Good Morning,

My name is Eric. We recently had a power outage in our area after a thunderstorm. The next morning, there was no wifi in the house despite the router working. I followed the community guidelines to do a hard reset on my ruckus unleashed multiple times but with no success. Is there anything else we could do. Our Ruckus was connected to extension cord with power surge protection and which was also plugged to a GCFI plug.

Is there anything else I could do?

Re: Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage

Imran_ruckus — Tue, 06 Aug 2024 18:48:37 GMT

Hi @Jim82

Greetings!!!

Thank you for reaching out to 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 with the internet connectivity after a power outage.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

To better assist you, could you please provide the following information:
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. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
3. 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: Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage

Jim82 — Tue, 06 Aug 2024 19:07:04 GMT

No lights illuminated (green or amber). This is the same on the ruckus ICX and the two extenders. No power. We have frontier for our internet. We currently have internet directly through frontier router.

2. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.

As stated above, our provider is Frontier and we are getting at this time a stable internet

3. 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.

we have 2 access points. No power and no lights on any of them

Re: Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage

Imran_ruckus — Tue, 06 Aug 2024 19:29:51 GMT

Hello @Jim82

Greetings!!!

Thank you for providing the information.

Based on the details you've shared, it appears that your RUCKUS ICX-7150-C12P Switch is not operational.

Could you please let me know if you tried to power it up using a different working power cord with different working power outlets? If no, please try it once.

If that doesn't work even with a working power cord, I recommend again 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 steps and let me know if the switch powers on successfully afterward.

Thank you for your patience and cooperation in this matter.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage

Imran_ruckus — Thu, 08 Aug 2024 12:54:33 GMT

Hi @Jim82

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. Please let me know the if you followed the steps shared in my previous post and its result.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage

Jim82 — Thu, 08 Aug 2024 14:56:58 GMT

Hello,

I tried multiple time to hard reset my equipment. However it does not work.

Please let me know what to do

Re: Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage

Imran_ruckus — Thu, 08 Aug 2024 15:02:15 GMT

Hi @Jim82

Greetings!!!

We appreciate the information you provided regarding your RUCKUS ICX-7150-C12P Switch not powering on.

We kindly request that you follow the steps outlined below:

1. Take out your Switch from the cabin. Plug your ICX-7150-C12P Switch into a functioning power outlet.

2. Capture both pictures and a video of the switch, focusing on the following:

- The status of the lights on the switch.

- The cord connected to the switch.

- The switch plugged into a working power outlet.

We recommend referring to the example pictures provided below to ensure clarity in capturing the required details:

Please use the provided link to upload a video. We advise referencing the EXAMPLE VIDEO in the Google Drive link provided to ensure consistency in the recording:

Kindly shoot a video similar to the EXAMPLE Video provided in the link.

In the video, please ensure to capture the following:

1. Show the plug of the ICX-7150-C12P Switch being connected to a working outlet.

2. Simultaneously, display the light status on the switch.

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

Should you have any queries or require further assistance, please do not hesitate to reach out. We are here to help.

Thank you for your cooperation, patience, and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage

Jim82 — Thu, 08 Aug 2024 17:59:58 GMT

I have just uploaded the images and videos in the google doc.

Thanks

Re: Ruckus ICX 7150-C12P + R510 Extenders (x2): No Power after power outage

Imran_ruckus — Thu, 08 Aug 2024 19:29:14 GMT

Hi @Jim82

Greetings of the day!!!

Thank you for sharing the requested PICTURES and a VIDEO.

Based on the troubleshooting done, your ICX-7150-C12P Switch is not powering up, and when plugged in, the LEDs remain dark. And you confirm that the Switch is plugged into a well-known outlet/power source. 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,

Imran Sanadi

RUCKUS Lennar Home Community.