topic Re: Device stuck in router mode in RUCKUS Support for Lennar Homes

Device stuck in router mode

skj — Tue, 15 Nov 2022 13:46:07 GMT

I reached out to Ruckus Lennar Support before November when I had a chance to speak to a customer support rep via phone and email. During the original call, the I was informed that our device was "stuck in router mode" and the easiest fix would be request a new device as ours was still covered under warranty. Doing so would just require switching out the devices and shipping the original back. The other option was to get online via TeamViewer with a rep so they can do a manual fix - this was not an option at the time since I didn’t have access to a non-Apple laptop according to the rep. Now that neither of those are an option, (1) does this mean our warranty is no longer honored? and (2) how can I fix my device to switch out of router mode? We’ve had this issue for over a while now and as someone who works fully remote, it has been a big problem. I would appreciate a quick fix.

Re: Device stuck in router mode

Vásquez_Fer — Tue, 15 Nov 2022 14:07:03 GMT

Hi @skj

The issue is that the switch has 2 images ( flash ) , 1 switching & 1 routing, by some power outage or reboot , can make the unit start executing the routing code 'SPR' as a preference which would do the same with a replacement of same unit.

As the unit is not damaged (hardware or software) and we have not completed the troubleshooting steps we could not proceed with a replacement of the unit.

1-We can try Factory reset the unit with the following steps :

Please try to press the reset button using a paper click or a small stick

Remove power from the switch.
Press and hold the Reset button while applying power to the switch.
After all the system LEDs flash amber, release the Reset button.

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE7.html

Video link:https://www.youtube.com/watch?v=6jHMTdo_hK4

2-If the previous step does not work we must locate the IP of the Switch (the ip address is a logical address indicated by your router to the devices at your house) which should be identified.

How to find my Ruckus “Devices IP address” using free applications

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Devices-IP-address-using-free-applications/td-p/47027

3-After that we must remotely access to device, I leave a guide on how to access to the switch

Here is a quick guide how to access via CLI of the devices

How to remotely access to 'ICX 7150-12P' or 'access points' "Network devices"

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

If you can access to the Command line should look like this

ICX7150-C12 Router>

4-Here is a quick guide to understand how to fix the 'routing code issue' but basically you need only need to run the following commands once you are on the command line 'CLI'

Note: Hit Enter to accept each command

enable

copy flash flash secondary

boot system flash secondary yes

example:

ICX7150-24P Router>enable (hit enter to accept the command)
ICX7150-24P Router#copy flash flash secondary (hit enter to accept the command and wait : until the flash finished )
ICX7150-24P Router#boot system flash secondary yes ( hit enter to accept the command : the switch will reboot )

How to Fix Routing code issues on Lennar Home users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users/td-p/47305

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-solve-the-routing-code-issue-in-your-ICX7150-Switch/td-p/47335

5-If the access via IP address is not possible here is a guide how to access using a console cable ( usb to usb type C )

How to console in the ICX-7150-C12P

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12c-using-a-Windows-Machine/td-p/46759

Once you are log in the ICX-7150-C12P please follow up the same steps that are on point '4'

Best Regards

Fernando Vasquez

Re: Device stuck in router mode

Vásquez_Fer — Tue, 15 Nov 2022 14:05:31 GMT

@skj

Also, if you connect your PC directly to your router via Ethernet or Wi-Fi (ISP internet provider device) as a workaround while you can follow any of the steps provided

Best Regards

Fernando Vasquez

Re: Device stuck in router mode

skj — Wed, 16 Nov 2022 16:48:23 GMT

The first two steps:

Remove power from the switch.
Press and hold the Reset button while applying power to the switch.

It says to remove power from the switch but reset while applying power. Does this mean I unplug then replug into the power source?

Re: Device stuck in router mode

Vásquez_Fer — Wed, 16 Nov 2022 17:18:15 GMT

Hi @skj

Correct ! Also you can try the video link way

Best Regards

Fernando Vasquez

Re: Device stuck in router mode

skj — Fri, 25 Nov 2022 16:44:27 GMT

The first option for factory resetting the device did not work and I cannot get past step 3 of connecting to the access point. Is there anyone can help me over the phone have it done remotely?

Re: Device stuck in router mode

Vásquez_Fer — Fri, 25 Nov 2022 16:45:37 GMT

Hi @skj

Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via this community forum support model.

If you need something to be clarify on the process, please let us know

Best Regards

Fernando Vasquez

Re: Device stuck in router mode

skj — Fri, 25 Nov 2022 16:59:47 GMT

I've downloaded Putty and Mobaxterm, trying both the SSH and Telnet solutions listed. I've even tried on Mac's terminal. None of the solutions are working as intended as it does not connect to the device. Please provide a solution.

Re: Device stuck in router mode

Vásquez_Fer — Fri, 25 Nov 2022 17:11:53 GMT

Hi @skj

Did you find the IP address of your Ruckus Switch and how ?

Please sent us a screenshot , where to make sure is the Ruckus ICX 7150-C12P

Also you can try accessing via console using a USB type C cable to USB or Rj45 to USB

How to console in the ICX-7150-C12P

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12c-using-a-Windows-Machine/td-p/46759

Best Regards

Fernando Vasquez

Re: Device stuck in router mode

skj — Sun, 04 Dec 2022 04:51:14 GMT

I have the IP address from the previous support call with a Ruckus rep. I've also double checked the address was correct by entering it in the URL and checking that the connection was linked to our network information.

We've tried the new USB type C cable to USB connection, which got us furthest in our attempts so far, but still was unsuccessful. It asks for the login credentials, but does not allow any input in the entry line.

Can we please talk to someone on the phone or have a new device sent? This issue has come up twice in the last year, with this latest occurrence causing poor connectivity issues for over 3 months now. We live in a "smart" home but none of our devices function correctly due to the broken connection.

No Response to my previous post about device stuck in router mode

skj — Mon, 26 Dec 2022 18:05:53 GMT

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Device-stuck-in-router-mode/td-p/48353

I have received no response to my previous post. Please a moderator or internal employee respond to that post so I can keep attempting to fix my internet issue.

I have had about 2mbps> download speeds and 1mbps> upload speeds for 5 months now.

If Ruckus is not providing support over the phone or in person to all Lennar Home Customers, they should at least be proactive in this nightmare of a forum.

Re: Device stuck in router mode

skj — Mon, 26 Dec 2022 18:03:33 GMT

please provide next instructions.

Re: Device stuck in router mode

skj — Mon, 26 Dec 2022 18:04:12 GMT

please see my next comment i have posted over two weeks ago.

Re: Device stuck in router mode

Yarenis — Mon, 26 Dec 2022 18:25:19 GMT

Hi @skj

If the console connection is not being detected, please share a picture while the Switch is connected to the computer with the USB type C cable and the COM or serial connection while it is not being detected.

Note: my coworker has requested the picture of the connections as well, because if the connection has not defected, we need to confirm in case an RMA needs to be approved, this is why he did not respond if the information requested was not provided

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired | Lennar Home Community

Re: No Response to my previous post about device stuck in router mode

Yarenis — Mon, 26 Dec 2022 18:23:37 GMT

Hi @skj

Merging the post.

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired | Lennar Home Community

Re: Device stuck in router mode

skj — Mon, 26 Dec 2022 18:26:06 GMT

I will attempt to do that now.

As you also can see I was unsure what the mod meant by "Please sent us a screenshot , where to make sure is the Ruckus ICX 7150-C12P" as that is a sentence that makes no sense.

Re: Device stuck in router mode

Yarenis — Mon, 26 Dec 2022 18:29:41 GMT

Hi @skj

Understand, please if the connection still undetected, kindly share that picture showing the COM connection in the computer device manger tap, and the connection between the computer and the Switch using the USB type C cable.

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired | Lennar Home Community

Re: Device stuck in router mode

skj — Mon, 26 Dec 2022 18:47:17 GMT

This is how far I am able to get to via console connection.

It will not let me enter anything for the password line.

If this is not the screenshot you are needing from me you will have to be more clear on what it is that you need me to send a photo of.

Re: Device stuck in router mode

Yarenis — Mon, 26 Dec 2022 19:35:24 GMT

Hi @skj

Just type the password and hit enter(you will not see what you are typing), let me add a bundle of passwords in case yours don't work.

Note: the user is lower case, can be admin or super.

Usernames: Passwords:

admin sp-admin

super Lennar

lennar

ruckus

Ruckus!

Ruckus1

admin

password

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired | Lennar Home Community

Re: Device stuck in router mode

skj — Mon, 26 Dec 2022 21:11:53 GMT

I tried all of the combinations. admin with the listed passwords and super with the listed passwords. None of them have worked and they all say log in failed.