topic Re: Ruckus box needs to be replaced after lightning strike in RUCKUS Support for Lennar Homes

Ruckus box needs to be replaced after lightning strike

mikib973 — Tue, 20 Aug 2024 15:58:25 GMT

After a lightning strike across the street, my ruckus box stopped working. It’s been reset multiple times and nothing. This has happened before, 3 years ago, and the box needed to be replaced. I called and was told to post this here and I should get a response from a tech.
thx
ruckus ICX 7150-C12P

SN: *****

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Tue, 20 Aug 2024 16:01:50 GMT

Hi @mikib973

Greetings!!!

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

I hope this message finds you well.

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

To proceed, we kindly request that you follow the steps outlined below:

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.

If hard reset doesn't work, please proceed with the below process:

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 box needs to be replaced after lightning strike

mikib973 — Tue, 20 Aug 2024 22:59:06 GMT

Ok did multiple resets and a factory reset. Still not working. Where should I send the pics and video?

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Wed, 21 Aug 2024 12:23:11 GMT

Hi @mikib973

Greetings!!!

As mentioned in my previous post, 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 box needs to be replaced after lightning strike

mikib973 — Wed, 21 Aug 2024 13:31:55 GMT

I’ve tried to upload the videos and can’t. Is there an email I can send them to?

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Wed, 21 Aug 2024 13:37:00 GMT

Hi @mikib973

I hope you're doing well.

Please use the same drive to upload the video. Simply drag and drop the files into the drive.

Let me know if you encounter any issues or if you need further assistance.

Thank you for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus box needs to be replaced after lightning strike

mikib973 — Wed, 21 Aug 2024 13:46:35 GMT

I’m using my iPhone and can’t drag and drop. And I don’t have access to a computer at the moment.

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Wed, 21 Aug 2024 14:12:57 GMT

Hi @mikib973

Thank you for your response.

I apologize for any inconvenience, but this is currently the only method available for us to review the video. Alternatively, you can provide a link to your drive with the video file.

Thank you for your understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Fri, 23 Aug 2024 13:07:08 GMT

Hi @mikib973

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: Ruckus box needs to be replaced after lightning strike

mikib973 — Fri, 23 Aug 2024 17:38:03 GMT

The status is the same. It’s still not working. I can’t upload the video from my phone to the link provided. I will have to wait to use my wife’s laptop because apparently there’s no other way for me to send u this video or email that I can send it to. I’m out of town for the weekend and won’t see my wife until Monday and will try to upload it then.

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Mon, 26 Aug 2024 12:26:30 GMT

Hi @mikib973

I hope this message finds you well.

Thank you for your update.

I look forward to receiving the video so that we can proceed accordingly.

I appreciate your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Wed, 28 Aug 2024 12:31:44 GMT

Hi @mikib973

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: Ruckus box needs to be replaced after lightning strike

mikib973 — Thu, 29 Aug 2024 00:49:39 GMT

The videos and photos are on the Google drive.

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Thu, 29 Aug 2024 12:31:10 GMT

Hello @mikib973

I hope this message finds you well.

Thank you for providing the videos and pictures.

From the materials you’ve shared, in one of the videos it appears that when both the PWR and SYST LEDs are green, that means the switch is in a normal operational state. Please confirm if this is currently the case.

However, I noticed that in one of the videos, all LEDs were blinking amber, which suggests that the switch may be experiencing issues with rebooting. In this situation, performing a software recovery of the switch is recommended. Please refer to the RUCKUS Lennar Knowledge Base article linked below for detailed instructions on the software recovery process:

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 outlined procedure, and do not hesitate to reach out if you require any assistance during the process.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus box needs to be replaced after lightning strike

mikib973 — Thu, 29 Aug 2024 17:48:20 GMT

I tried resetting multiple times and got nothing. I’m going to need to have a friend help out because I’m not computer savvy enough to do all these step that are required to re flash the switch. I’ve got pictures of the top of the box that shows what looks like burn marks on the grates. Not sure if re flashing will help it because it looks like it’s fried. I don’t know what else I need to do, this box obviously needs to be replaced.

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Thu, 29 Aug 2024 18:03:33 GMT

Hi @mikib973

Thank you for your response and the update.

Please be aware that this issue is known and is related to software. It can be resolved through the Software Recovery process. Please note this forum is on best-effort support basis and as a part of process we need to perform the required troubleshooting steps.

If reset with a paper clip doesn't work, kindly follow the steps outlined in the article shared in my previous post for the software recovery process.

We have designed the guides to be as user-friendly as possible to facilitate ease of use.

Please proceed with the guide and let us know if you encounter any errors or if you are having difficulty at any point. Sharing screenshots of any errors or details of where you are stuck will help us provide you with the necessary assistance to resolve the issue.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Mon, 02 Sep 2024 13:05:42 GMT

Hi @mikib973

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: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Wed, 04 Sep 2024 12:36:25 GMT

Hi @mikib973

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: Ruckus box needs to be replaced after lightning strike

Imran_ruckus — Thu, 05 Sep 2024 14:07:39 GMT

Hi @mikib973

Thank you for sharing the VIDEOS and PICTURES on the drive.

As per the light status of the RUCKUS ICX-7150-C12P Switch in the below picture, they seem to be in a normal status.

However, 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 and plug it into the correct port, reboot (unplug and plug from power source) your ISP Router once and try to connect to the Internet via Access Points.

Please confirm and 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: Ruckus box needs to be replaced after lightning strike

mikib973 — Thu, 05 Sep 2024 16:01:47 GMT

Still doesn’t work. Either replace this thing or I’m done with it. Not worth the hassle that I’ve had to go through and continue to go through.