topic Power outage messed up system in RUCKUS Support for Lennar Homes

Power outage messed up system

Pewbert1 — Tue, 20 Aug 2024 22:17:51 GMT

After outage I submitted a request here and got some recommendations on how to resolve but it’s still not working correctly. I have attempted the things that were recommended and to a degree the WiFi is working but in others it’s not working at all. I really need someone tech savvy to come out and assess what’s wrong. I still can’t get into my ruckus app at all. The WiFi will intermittently just stop working on devices and then I have to switch to my old router for WiFi and then the same issue happens there too I really need a tech to come out and help resolve this. This is beyond my skill level to fix

Re: Power outage messed up system

pinky_ruckus — Wed, 21 Aug 2024 13:24:43 GMT

Hi @Pewbert1,

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 setup is not working and are facing intermittent connection issues .

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)

2. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

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 us know the answers to ALL the above queries or let us know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Power outage messed up system

Pewbert1 — Wed, 21 Aug 2024 15:14:28 GMT

These are pictures of my points and switch. All appears normal but definitely not working right and I still can’t get into my unleashed app

Re: Power outage messed up system

Pewbert1 — Wed, 21 Aug 2024 15:17:55 GMT

I have 2 access points. These are pics of my switch and points. No amber lights and looks normal but definitely not functioning normal. I also can’t get access to my ruckus app

Re: Power outage messed up system

pinky_ruckus — Wed, 21 Aug 2024 15:34:35 GMT

Hello @Pewbert1 ,

Thank you for sharing the pictures .

We need to check few configurations on the Switch to assist you further.

Please follow the below steps and help us with the queries,

1. To check this, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

How to find the IP Address of the RUCKUS Devices (Switch and APs) 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 we identify the IP address of the switch proceed to access remotely to the device “Command Line”

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 should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and let me know if you have any queries in this regard.

Thank you again. We appreciate your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Power outage messed up system

Pewbert1 — Wed, 21 Aug 2024 18:14:54 GMT

I found the IP address of the switch, downloaded putty and attempted to login per the instructions, CLI did not show the name of the switch or router but asked me to login. I attempted to login using all the passwords provided. every configuration of the username and passwords all failed and then the CLI would immediately close thereafter. I could not gain access to the switch or router through CLI. I then also attempted to reset the switch. once reset I tried the CLI again and same thing happened. none of the passwords worked to get into the CLI. At this point I think you need to send someone out to investigate

Re: Power outage messed up system

pinky_ruckus — Thu, 22 Aug 2024 13:38:04 GMT

Hello @Pewbert1 ,

Thank you for the response.

From the above response you shared, I understand that you are able to get the IP address of the Ruckus Switch.

Could you please use the same IP address to login to the web browser and confirm if you are able to access the Switch dashboard?

You should observe the Switch Dashboard, which should be visible upon accessing the appropriate IP address, as illustrated in the screenshot below.

Please let us know if you are able to access the dashboard with the obtained IP address.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Power outage messed up system

Pewbert1 — Thu, 22 Aug 2024 17:53:56 GMT

Hi there,

I attempted to login or reach the dashboard using the ip address in the url bar but get an issue or error that says “this site can’t be reached”

Re: Power outage messed up system

pinky_ruckus — Fri, 23 Aug 2024 16:43:16 GMT

Hello @Pewbert1,

Thank you for the response.

From the pictures you shared, it 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.

1. Please unplug the ethernet cable and plug it into the correct port then reboot (unplug and plug from the power outlet) and try to IP scan once again after connecting the correct port.

It should be plugged into one of the 12 ports as shown in the below screenshot.

2. If you are unable to login to the Switch through web browser using the IP address, I would request you to please connect through console cable from the Switch to your laptop.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to console in the ICX-7150-12CP 'Ruckus Switch

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12CP-Ruckus-Switch/m-p/46759

Please check 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: Power outage messed up system

pinky_ruckus — Mon, 26 Aug 2024 19:17:11 GMT

Hello @Pewbert1 ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

I would like to know if you require further assistance since our last correspondence. Should you have any questions or if the status of your case has changed, please let me know by responding to this post.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Power outage messed up system

Pewbert1 — Wed, 28 Aug 2024 14:42:51 GMT

Hi there,

I attempted to access the switch via cable serial interface. I downloaded the required software including the drivers and putty and when I connected through putty and got to the CLI i attempted to login to the switch after rebooting and restarting the switch and when I tried all the passwords and logins nothing worked. I even reset the switch to factory settings and attempted to do the same process i just described and still was unable to gain access to the switch. BTW these instructions for any average homeowner are far to complicated to be completed. I consider myself a tech savvy person and this is unreasonable for anyone to be able to complete unless they were an IT specialist.

Re: Power outage messed up system

pinky_ruckus — Wed, 28 Aug 2024 16:12:23 GMT

Hello @Pewbert1 ,

Thank you for the response.

I understand that you are still facing issues accessing CLI connecting through console cable as well.

Could you please confirm if you have connected the Ethernet cable to one of the 12 ports as mentioned in the previous post? ( as referred in the below picture)

I would request you to please refer to the below You tube video in recovering the Switch password.

https://www.youtube.com/watch?v=0ynKwSTpd_A

Once you recovered the Switch password, edit the current or create a new password and username by using the below commands:

enable

configure terminal

device(config)# username super password pass

Where the username is ’super’ and password ‘pass’

In order to allow the correct authentication please run the following commands:
Device(config)#crypto key generate rsa

device(config)#aaa authentication login default local

device(config)#aaa authentication web-server default local

Now you could try using your new credentials to log in on CLI. (If new credentials do not work, please wait for some time and try again later)

Please let us know if you have any queries in this regard.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Power outage messed up system

Pewbert1 — Wed, 28 Aug 2024 23:20:11 GMT

After watching the video on rebooting the switch via the cable and connection I did exactly what the video told me to do and the connection failed to even recognize that the switch was there and failed to reboot at all. I tried the hard reset and then tried again and still failed again. I was not able to reset the password.

Re: Power outage messed up system

Imran_ruckus — Thu, 29 Aug 2024 12:35:30 GMT

Hello @Pewbert1

I hope this message finds you well.

Thank you for your response and for the update.

Could you please provide a screenshot of the error you encounter when attempting to reset the credentials, as demonstrated in the video shared in our previous communication? Additionally, could you provide a photo showing the console cable connection between the switch and your laptop?

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Power outage messed up system

Pewbert1 — Thu, 29 Aug 2024 15:40:51 GMT

https://drive.google.com/file/d/1Oj1L6BkGA4t-etbLANLevkGOj_lqh9U4/view?usp=drive_link
here is also a video of me doing exactly what i was supposed to

Re: Power outage messed up system

Imran_ruckus — Thu, 29 Aug 2024 20:03:37 GMT

Hi @Pewbert1

Greetings of the day!!!

Thank you for sharing the requested on a private chat.

Based on our troubleshooting efforts, we are unable to reset the username or password on your RUCKUS ICX-7150-C12P switch via a console connection. Despite executing the ‘no password’ and ‘boot’ commands, and attempting to use default credentials, the switch continues to prompt for credentials. We also tried accessing the CLI using Telnet but were unsuccessful.

Given these persistent issues, we recommend initiating a Return Merchandise Authorization (RMA) for this switch unit, which will involve replacing the unit.

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.