topic Re: Access Points with no power after outage in RUCKUS Support for Lennar Homes

Access Points with no power after outage

Rachael — Wed, 07 Aug 2024 15:11:30 GMT

Hello,

I had a power outage last night, but when the power turned back on my Ruckus R510 Access Points did not turn back on. I do have internet access through my internet providers router (Cox). I have unplugged my ruckus CX 7150-C12P several times and plugged back in. The CX 7150-C12P does have a green light indicating that there is power. The access points to not have any lights turned on. I’ve tried accessing my network through the unleashed app, but I get an error and am unable to. Please help me restore power to my access points. Thank you!

Re: Access Points with no power after outage

Imran_ruckus — Wed, 07 Aug 2024 15:53:11 GMT

Hi @Rachael

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 your RUCKUS Access Points have no power 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:
As you mentioned you have Green light on the Switch, kindly let me know about the SYST light . Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

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: Access Points with no power after outage

Rachael — Wed, 07 Aug 2024 16:04:34 GMT

Hey Imran!
yes no problem. I did some digging on other posts and I think part of the issue is that it is stuck in boot mode. I did follow all of the steps listed in other posts, by unplugging and also resetting, but none of that has worked. The lights still show with green for power and amber for the other setting and there are no lights on either of my access points (2)

Re: Access Points with no power after outage

Imran_ruckus — Wed, 07 Aug 2024 16:28:28 GMT

Hi @Rachael

Thank you for your response and the detailed information provided.

Regarding the reset attempt, could you please confirm if you have tried it multiple times? If not, we recommend performing the reset again.

For additional guidance, please refer to the RUCKUS Lennar Knowledge Base article on troubleshooting: https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-RUCKUS-Switch-with-an-Amber-Orange-light-on-quot-SYST/ta-p/71998

If resetting the device with a paper clip does not resolve the issue, the next step would be to perform a software recovery on the switch, as outlined in the article.

Should you encounter any difficulties or require further assistance during this process, please do not hesitate to reach out.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Access Points with no power after outage

Rachael — Wed, 07 Aug 2024 16:36:46 GMT

Hey Imran,

I have tried resetting with a paperclip 10-15 times and that does not work. Can you provide step by step instructions for the next step in troubleshooting? With images and a video if available?

thank you!

Re: Access Points with no power after outage

Imran_ruckus — Wed, 07 Aug 2024 16:41:42 GMT

Hi @Rachael

Thank you for the response.

As mentioned in my previous post, if resetting the device with a paper clip does not resolve the issue, the next step would be to perform a software recovery on the switch.

Please refer to the same article for the step-by-step process on software recovery process.

Please let me know if you need help or are stuck at any point during the process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Access Points with no power after outage

Rachael — Wed, 07 Aug 2024 17:22:59 GMT

Thank you Imran. I do not have an Ethernet port on my computer: I wouldn’t be able to follow those steps exactly

Re: Access Points with no power after outage

Imran_ruckus — Wed, 07 Aug 2024 17:34:47 GMT

Hi @Rachael

Thank you for your response and the information provided.

We apologize for any inconvenience this may have caused.

Please note that using both a USB Type-C and an Ethernet cable is mandatory for the software recovery process. If your laptop does not have an Ethernet port, we recommend using an external Ethernet adapter, as illustrated in the screenshot below.

If you have any further questions or need additional assistance, please do not hesitate to reach out.

Thank you for your understanding and patience.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Access Points with no power after outage

Imran_ruckus — Fri, 09 Aug 2024 13:09:03 GMT

Hi @Rachael

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: Access Points with no power after outage

Rachael — Fri, 09 Aug 2024 14:22:40 GMT

Hey Imran,

I had to order adapters to complete the next step in the process. It will be here on Saturday and I will have an update on if the software update was successful or not then. Thank you for checking in.

Re: Access Points with no power after outage

Imran_ruckus — Fri, 09 Aug 2024 14:53:40 GMT

Hi @Rachael

Thank you for your response and the update.

Please keep me informed of any progress. Should you encounter any difficulties during the process, do not hesitate to reach out—I am more than happy to assist.

We appreciate your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Access Points with no power after outage

Rachael — Sun, 11 Aug 2024 04:04:54 GMT

Hello Imran,

the software update didn’t work. I have a MacBook and the instructions say to make updates through the terminal. When I try following the guide it’s not displaying what the instructions say it should.

Re: Access Points with no power after outage

Rachael — Sun, 11 Aug 2024 04:05:37 GMT

Re: Access Points with no power after outage

Rachael — Mon, 12 Aug 2024 04:26:22 GMT

Hey Imran,

it didn’t work on my mac. I had a friend come over and bring his PC. We followed all instructions, tried multiple Ethernet cables and adapters to make sure those weren’t the issues. When opening putty nothing is happening and the screen remained blank. all steps were followed exactly and we tried multiple times. I am trying to add images, but it says I have exceeded the size. This is an expensive piece of equipment and it is impacting my ability to work from home. The only point of customer service should Not be through a forum. This is terrible. Please ensure that this issue is resolved.

Re: Access Points with no power after outage

Imran_ruckus — Mon, 12 Aug 2024 12:40:55 GMT

Hi @Rachael

Greetings!!!

Thank you for the update.

Apologies for the inconvenience caused.

Could you please download/install the Switch drivers and try to access Putty and follow the software recovery process once again?

- 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

If it is not working even after the above steps, please share a picture showing the software recovery cable connection between the RUCKUS ICX-7150-C12P Switch and the laptop/PC.

Please help me with above queries and let me know if you have any queries.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Access Points with no power after outage

Rachael — Mon, 12 Aug 2024 14:22:05 GMT

Hey Imran,

this does not work and I am not a technician. This has been completed and it does not work.

Re: Access Points with no power after outage

Imran_ruckus — Mon, 12 Aug 2024 15:48:00 GMT

Hi @Rachael

Greetings!!

Thank you for sharing the requested information on private chat.

Based on the troubleshooting done, your ICX-7150-C12P Switch is stuck on boot mode and not working with physical resets multiple times. You tried to perform software recovery with different devices with no luck and 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.

Re: Access Points with no power after outage

Rachael — Tue, 13 Aug 2024 22:04:07 GMT

Hey Imran,

I have received my RMA and my lights are now all green and power has been restored to the access points. I see my network back on my list of WiFi options but I am unable to connect to it. It just keeps spinning on my phone and I’ve tried to forget and rejoin but that doesn’t do the trick. I’ve provided screenshots. Please assist.

Re: Access Points with no power after outage

Rachael — Wed, 14 Aug 2024 02:25:25 GMT

Hey Imran,

I wanted to provide additional information as I’ve continued to read through other forums and follow the steps, but have not been able to resolve the issue still.

I followed the instructions to access my ap and find the IP address for my new ruckus but was unable to locate it. I’ve downloaded the fing app and entered every single device IP address into my browser and none pull up any sort of ruckus log in.

I then go into the unleash app and try changing the login destination but it says that it is unable to find it. I do not remember the password for the ruckus app but when I try to reset the password it tells me that I am not connected to a ruckus network which I can not do because my device will not connect and I can not find the appropriate IP address.

also noting that there are green lights on both of my access points and I have tried rebooting my router and also deleting and reading the ruckus app.

Re: Access Points with no power after outage

Imran_ruckus — Wed, 14 Aug 2024 12:05:06 GMT

Hi @Rachael

Greetings,

We apologize for any inconvenience, but please be advised that the RMA process for this case/post thread has been completed and the matter is now closed.

To facilitate further assistance, we kindly request that you submit a new case/post on the Lennar Community portal, including a detailed description of the issue.

Thank you for your understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community