topic Re: ICX7150-C12P stuck in boot mode in RUCKUS Support for Lennar Homes

ICX7150-C12P stuck in boot mode

Del2024 — Tue, 27 Aug 2024 05:35:27 GMT

The switch light stays amber. Performed reset per instructions on line but still stuck in boot mode. Please help.

Re: ICX7150-C12P stuck in boot mode

pinky_ruckus — Tue, 27 Aug 2024 13:08:36 GMT

Hi @Del2024

Greetings!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

From the case description, I understand that the status lights on the Switch is Amber and the PWR light is Green which means that the Switch is stuck in the boot mode.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to fix the issue when the Switch is in boot mode.

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

Also, I understand that you have followed the steps online and still stuck in boot mode

May I please know if you have performed reset on Switch multiple times and if the reset still doesn’t work, have you performed software recovery?

If yes, could you please mention the point where you are getting stuck. If you could share screenshot, we could look into the matter and assist you accordingly.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: ICX7150-C12P stuck in boot mode

Del2024 — Tue, 27 Aug 2024 17:50:58 GMT

Hi Pinky,

Thank you for following up. Yes, I followed the instructions from online and still did not fix the problem and the light remained amber.

Here's what I've done:

1. Disconnected the power cord to the unit and reconnect after 10 seconds. Push the reset button with a pin. All lights lit up then status light remained amber in color and Supply at Green.

2. Disconnect the power cord and push the reset button with a pin while holding it down plugged the power cord back in and released the pin after the lights flash... Still the status light remained in amber color.

3. Disconnect the power for a good hour and reconnect... Still stuck at boot mode (status light amber).

Please help. Attached is the picture with the serial number and model number of my unit.

Thanks,

Del

Re: ICX7150-C12P stuck in boot mode

pinky_ruckus — Tue, 27 Aug 2024 18:13:19 GMT

Hello @Del2024 ,

Thank you for the response.

I understand that you are facing issues while performing a reset on the Switch.

Could you please confirm if you have performed reset multiple times (like 10 to 15 mins) as mentioned in the article?

Also, have you performed software recovery after performing reset?

Please share the requested information and let us 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: ICX7150-C12P stuck in boot mode

Del2024 — Tue, 27 Aug 2024 18:21:09 GMT

Hi Pinky,

Yes, I've done the reset multiple times as mentioned in the article and also the software recovery.. I think the unit is just not responding at all. I was talking to my neighbor if they experienced this type of problem since they have the same unit like ours and he said they had the same problem a while back after a power outage and could not recover from it so they ended up replacing his unit. The unit came with the house when we bought it and the builder was Lennar.

Thanks,

Del

Re: ICX7150-C12P stuck in boot mode

pinky_ruckus — Tue, 27 Aug 2024 18:49:39 GMT

Hello @Del2024 ,

Thank you for the response.

The issue happened since the Switch went in to the boot mode and this will be fixed once the software recovery is completed.

Please share the screen shot of the point where you getting stuck while performing the Software recovery. Also, please share a picture of the software recovery cable connections between Switch and laptop.

Apologies, as per our policies we cannot replace the unit as this is a software issue that can be resolved with the troubleshooting steps.

We will be exclusively supporting customers via this community forum support model only.

And this forum is on a best best-effort basis support.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: ICX7150-C12P stuck in boot mode

Del2024 — Tue, 27 Aug 2024 20:46:24 GMT

Hi Pinky,

I thought you meant from the Ruckus Unleashed app for the software that you were talking about. Is there another software you use to debug it? if so, please provide the software and instructions.

Thanks

Del

Re: ICX7150-C12P stuck in boot mode

pinky_ruckus — Tue, 27 Aug 2024 22:49:55 GMT

Hello @Del2024 ,

Thank you for the response.

As you mentioned that you have performed reset multiple times, the only option left is software recovery.

we need to perform a software recovery since it can be that the image flash is corrupted in basic words the unit is not able to boot up properly and need to re-install the image to boot up properly.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to fix the issue when the Switch is in boot mode.( reset process and software recovery is explained in this article)

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 the steps mentioned in the article and mention the point where you are getting stuck. If you could share screenshot, we could look into the matter and assist you accordingly.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: ICX7150-C12P stuck in boot mode

Del2024 — Tue, 27 Aug 2024 23:48:44 GMT

Hello,

Wow..I just saw the instructions of the recovery software and I am absolutely lost just by scrolling through it, and you expect an ordinary non-techy guy to get this job done? are there any actual on-site support we can just have to get this done? Please advise.

Thanks,

Del

Re: ICX7150-C12P stuck in boot mode

pinky_ruckus — Wed, 28 Aug 2024 13:51:46 GMT

Hello @Del2024 ,

Thank you for the response.

I understand that you require further assistance on fixing the issue.

We have tried to create the guides as non-technical as possible so that they are not much difficult to follow.

We request you follow the guide and proceed. Please share the screenshots of the errors (if any) or please let us know if you are stuck at any point of troubleshooting. We will help with it to proceed to resolve the issue.

Please follow the steps as mentioned in the article and let us know if you are getting stuck at any point.

Thank you for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: ICX7150-C12P stuck in boot mode

pinky_ruckus — Mon, 02 Sep 2024 14:34:47 GMT

Hello @Del2024 ,

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: ICX7150-C12P stuck in boot mode

pinky_ruckus — Wed, 04 Sep 2024 15:42:54 GMT

Hello @Del2024 ,

Greetings!

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

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

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: ICX7150-C12P stuck in boot mode

pinky_ruckus — Fri, 06 Sep 2024 15:17:44 GMT

Hi @Del2024 ,

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.

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,
Pinky Rajendran

RUCKUS Lennar Home Community