topic Re: Reset Not Working in RUCKUS Support for Lennar Homes

Reset Not Working

jdm0505 — Tue, 10 Sep 2024 03:49:16 GMT

I’ve attempted to reset the Ruckus ICX 7150-C12P with no success. What is my next step? Attemped Reset as outlined in documentation. Pin in reset while unplugged, plug in, wait until reboot lights appear. I've attempted this about 15-20 times now and it never makes it past the blinking yellow lights.

Re: Reset Not Working

Imran_ruckus — Tue, 10 Sep 2024 12:48:52 GMT

Hi @jdm0505

Greetings!!!

Thank you for reaching out to the 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 you are encountering issues with the RUCKUS ICX-7150-C12P Switch reset.

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:
What is the current status of the Switch? When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

Please log into your RUCKUS Account before uploading these photos/screenshots.

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: Reset Not Working

jdm0505 — Tue, 10 Sep 2024 15:04:13 GMT

Before Reset, the PWR light is green but SYST is yellow. After reset it's all flashing yellow lights but it stays in this state indefinitely. I want to attach images but unlike your sample image there doesn't appear to be any option to add images.

Re: Reset Not Working

jdm0505 — Tue, 10 Sep 2024 15:06:04 GMT

Sorry for the double reply the images option appeared after I posted the last one.

Re: Reset Not Working

Imran_ruckus — Tue, 10 Sep 2024 15:44:14 GMT

Hi @jdm0505

I hope this message finds you well.

Thank you for providing the information and the screenshot. Based on the screenshot, the amber light on the "SYST" indicates that the RUCKUS ICX-7150-C12P Switch appears to be stuck in boot mode.

Please try hard reset multiple times and check if the SYST LED turns green which is a normal indication. If that doesn't work please proceed with Software Recovery.

To address this issue, please refer to the following RUCKUS Lennar Knowledge Base article for troubleshooting guidance:

Fixing RUCKUS Switch with an Amber/Orange Light on "SYST"

Please follow the instructions in the article, and let me know if you require any further assistance during the process.

Thank you once again for your patience.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Reset Not Working

jdm0505 — Tue, 10 Sep 2024 17:30:26 GMT

I have attempted the pin reset about 15-20 times. As for the software recovery. There appears to be a lot of command level coding involved with that and way out of my wheelhouse to comprehend. I don't have any idea how those applications work or how to understand what is happening with them. I do not think it a fair ask to have to rebuild the software outside of plug and play as I am not a programmer by any stretch.

Re: Reset Not Working

Imran_ruckus — Tue, 10 Sep 2024 18:03:17 GMT

Hi @jdm0505

Thank you for your response.

I apologize for any inconvenience caused.

Please be aware that, effective November 2022, Ruckus Support for Lennar Homes customers is exclusively provided through this community forum. We no longer offer support via phone, email, or remote sessions, and on-site support is not available.

Our support through this forum is provided on a best-effort basis. However, I will assist you at each step of the process if you encounter any difficulties.

We strive to make our guides as user-friendly as possible. Please follow the provided article for software recovery. If you encounter any errors or difficulties, please share screenshots or let us know where you’re getting stuck, and we will assist you in resolving the issue.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Reset Not Working

jdm0505 — Tue, 10 Sep 2024 18:19:43 GMT

This was clearly written for technicians and engineers, reading the guide and watching the VERY confusing video that trails off into engineer and programming language, I have completely lost track of what files from the third party sites are the correct ones as there's many listed, The recommended files in the guide don't even exist on the links provided. Not sure how this is considered an easy to use guide? This is literally like reading a foreign langauge. While I understand you've stopped supporting Lennar homeowners, I would ask that we somehow arrange a presetup RMA on this as the software option is wildly confusing and doesn't line up with the instructions provided.

Re: Reset Not Working

Imran_ruckus — Tue, 10 Sep 2024 18:25:50 GMT

Hi @jdm0505

Thank you for your response.

Please follow the software recovery process step by step and let us know where you encounter difficulties. As this issue is related to software, it can only be resolved through the troubleshooting steps outlined and is not eligible for RMA according to company policies.

As mentioned our support through this forum is provided on a best-effort basis. I will assist you at each step of the process if you encounter any difficulties.

However, if you continue to have difficulty following the steps, we recommend that you seek outside help or a technician.

Thank you again for your understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Reset Not Working

jdm0505 — Tue, 10 Sep 2024 18:33:38 GMT

Please provide me direct links to the files needed as the provided links provide a long list of options none of which are the mentioned ones in the guide as far as I can find. Some of your links even point to 404. This guide is broken.

Re: Reset Not Working

Imran_ruckus — Tue, 10 Sep 2024 20:58:43 GMT

Hi @jdm0505

Thank you for your response.

Please use the following link to download the TFTP application: (first TFTP link from the guide)

Download TFTP Application

The remaining information in the guide is provided in a step-by-step format, and all other links are functioning. Please follow the process and let me know if you are stuck at any point during the process.

Thank you again for your understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Reset Not Working

jdm0505 — Thu, 12 Sep 2024 04:36:56 GMT

I downloaded everything and realized I do not have ethernet connection available on any of my devices they are all only USB-c devices and no ethernet connectivity. The software recovery is not able to be completed by this owner due to lack of a ethernet on computers. At this point I have no other choice but to return the device. As a customer of a Ruckus I would expect a process allowing the defective product to be returned for RMA as these are supposed to have a lifetime warranty and not just through a community forum. I will likely have to reach out to commscope. I have tried to work with RUCKUS I am just saddened it has come to this as while this worked I enjoyed it but this is not proper support but leaving the customers in the dust.

Re: Reset Not Working

Imran_ruckus — Thu, 12 Sep 2024 12:28:17 GMT

Hi @jdm0505

Greetings!!!

Thank you for your response.

Apologies for the inconvenience.

As mentioned, this issue is related to software, it can only be resolved through the troubleshooting steps outlined and is not eligible for RMA according to company policies. RMA is covered for only Hardware issues or we cannot approve it without trying the recommended troubleshooting steps.

You can use an external ethernet adapter for the process. (refer to the below screenshot)

Please share the screenshots if stuck at any point during the software recovery.

However, if you continue to have difficulty following the steps, we recommend that you seek outside help or a technician.

Thank you again for your understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Reset Not Working

jdm0505 — Thu, 12 Sep 2024 19:02:58 GMT

Your guide recommends standard usb, i only have usb c on laptops and to be fair, as mentioned, this would be buying hardware in hopes that it works. This is unnecessary hardware. I am concerned that you (RUCKUS) is willing to make an exception for others that don't have the hardware but not me and am being told to go purchase hardware and then go learn how to program. This is a serious letdown on the warranty. Please see this, they were not forced to go buy a new computer https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Reset-Not-Working/m-p/82364/page/3

Re: Reset Not Working

Imran_ruckus — Thu, 12 Sep 2024 19:13:55 GMT

Hi @jdm0505

Thank you for your response.

Please be aware that we conducted troubleshooting steps through private chat for the link you shared and do not approve RMAs until these steps have been completed.

Kindly follow the provided troubleshooting steps, and let me know if you encounter any issues during the software recovery process.

Thank you for your understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Reset Not Working

jdm0505 — Thu, 12 Sep 2024 19:14:56 GMT

I have encountered an issue. I do not have the available hardware to complete this process. Purchasing new hardware for a software install is not viable.

Re: Reset Not Working

Imran_ruckus — Thu, 12 Sep 2024 20:59:33 GMT

Hi @jdm0505

I apologize. As previously mentioned, this forum provides support on a best-effort basis. We are unable to proceed without completing the necessary troubleshooting steps.

If you continue to experience difficulties, we recommend seeking assistance from a technician or external support.

Thank you for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community