topic Re: Internet issues after power outage in RUCKUS Support for Lennar Homes

Internet issues after power outage

DubV52 — Mon, 16 Sep 2024 20:52:51 GMT

We lost power a few nights ago and ever since our internet has not been working. Router, modem and signal to the house have all been checked and confirmed are working. The ICX switch is up and running but is not providing the connectivity we had before. Loading issues, very slow etc.. I also tried following the steps that were posted for similar issues and not having success with Putty.

Re: Internet issues after power outage

pinky_ruckus — Mon, 16 Sep 2024 21:04:04 GMT

Hi @DubV52 ,

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 you are facing slow connectivity and load issues after the power outage.

This issue is because your switch is running on the Routing code (SPR). The Switch should run on the Switching code (SPS) for Lennar home users. Due to a power outage/power spike, the Switch boots up on the other partition which may be running on a ‘Routing Code’ results in causing this issue.

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

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-RUCKUS-ICX-7150-C12P-Switch-Routing-Code-SPR-issue-using/ta-p/71538

Please follow the process as explained in the article and let me know if you have any queries in this regard.

Please 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: Internet issues after power outage

DubV52 — Mon, 16 Sep 2024 21:46:04 GMT

I tried following this before posting my issue. I downloaded Putty onto my Windows computer. I cannot get past this step and need further assistance.

Re: Internet issues after power outage

pinky_ruckus — Tue, 17 Sep 2024 14:02:13 GMT

Hello @DubV52 ,

Greetings!!!

Thank you for the response.

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

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>

Once you can access CLI like this, you can follow the article shared in the previous post.

Please 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: Internet issues after power outage

DubV52 — Tue, 17 Sep 2024 14:38:33 GMT

I already downloaded the app Fing. Again that is not my issue. The issue is using Putty. I cannot get past this part of the process. I received multiple errors when trying to get into that using SSH or Telnet and your process doesn’t provide info on how to correct the errors. If this is a known issue with your product why can’t you all put in an update to fix this. I can’t imagine someone who has little computer knowledge trying to figure this out.

Re: Internet issues after power outage

pinky_ruckus — Tue, 17 Sep 2024 15:47:59 GMT

Hello @DubV52 ,

Thank you for the response.

I understand that you have accessed the IP address of the Switch using Fing app.

Once we identify the IP address of the Switch proceed to access the RUCKUS ICX-7150-C12P Switch using a Web Browser.

Please click on Login option and try to access the Switch GUI using the login credentials.

Switch default credentials will be as mentioned below.

Username: super

Password: sp-admin

If the above credentials don’t work, you can try the default credential combinations below as well.

These usernames and passwords are key sensitive, please use capital letters where necessary.

Please 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: Internet issues after power outage

DubV52 — Tue, 17 Sep 2024 15:57:24 GMT

I have done this and tried every password combination at the log in prompt. None of them work.

Re: Internet issues after power outage

pinky_ruckus — Tue, 17 Sep 2024 16:10:56 GMT

Hello @DubV52 ,

Thank you for the response.

I understand that you tried all of the default password combinations; however, it didn’t work.

I would request you to please login to CLI of the Switch using the Telnet option.

We do not need any login credentials to access CLI using the Telnet option.

FIGURE 3 Accessing CLI using the Telnet option

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

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Once you are able to access the CLI of the switch, you may follow the article posted in the previous post to fix the SPR issue.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Internet issues after power outage

DubV52 — Tue, 17 Sep 2024 16:17:47 GMT

Tried this also, I've read the directions, this was actually the first method I tried to avoid using the password option. I filled out the fields as you highlighted in yellow click Open. I then get an error that says Network error: Connection refused.

Re: Internet issues after power outage

pinky_ruckus — Tue, 17 Sep 2024 16:52:28 GMT

test

Re: Internet issues after power outage

pinky_ruckus — Tue, 17 Sep 2024 16:56:55 GMT

Hello @DubV52 ,

Thank you for the response.

I understand that you are unable to login to CLI through Telnet and showing the Connection refused error as the Telnet is not enabled on the Switch.

I would request you to please try to access the switch via the console and use the CLI to perform a password reset. Once you have successfully reset the password, you can fix the Routing code issue.

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

Once you have access to CLI using the console cable, please refer to the below video which will help you to reset your password on the Switch.

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

Please follow the article and video and let me know if you have any queries in this regard.

Thank you again for your patience.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Internet issues after power outage

DubV52 — Tue, 17 Sep 2024 17:23:05 GMT

I do not have either of the cables required to access via console so now what? This is becoming extremely time consuming and beyond frustrating that you all expect a homeowner with no experience in these types of things to self teach through videos and links. There is no option for over the phone support? If this is the type of support to expect on your product Lennar is doing us no favors by installing these in our home.

Re: Internet issues after power outage

pinky_ruckus — Tue, 17 Sep 2024 17:47:33 GMT

Hello @DubV52 ,

Thank you for the response.

You may use the same ethernet cable for console that is connected between ISP router and Switch.

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

This forum is on best best-effort support basis.

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

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Internet issues after power outage

DubV52 — Wed, 18 Sep 2024 00:14:45 GMT

I used the cable you suggested and connected it to the port on the Ruckus and the corresponding port on my laptop as you indicated in the diagram. Are the driver installs you provided the same for this type of cable connection when not using USB? I followed the download steps for that and used Putty an MobaXterm and they are not recognizing the connection. I feel that is due to this not being a USB.

Re: Internet issues after power outage

pinky_ruckus — Wed, 18 Sep 2024 14:36:40 GMT

Hello @DubV52 ,

Thank you for the response.

Could you please share the pictures of the connection ports on the Switch and the connection from the Switch to the laptop?

Also, please share the screenshot if you are getting stuck at any point.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Internet issues after power outage

DubV52 — Wed, 18 Sep 2024 14:55:46 GMT

Re: Internet issues after power outage

DubV52 — Wed, 18 Sep 2024 15:00:41 GMT

Here is the screen shot in MobaXterm where it is supposed to find the serial port and it doesn’t. I downloaded the Windows drivers that were provided and stated they installed successfully but again I am not using a USB connection so not sure if those drivers will work?

Re: Internet issues after power outage

pinky_ruckus — Wed, 18 Sep 2024 16:57:42 GMT

Hello @DubV52 ,

Thank you for the response and for sharing the screenshots.

Once again, please make sure to download the zip drive for the file below & "extract all". Once it's extracted, run the file, the driver should be installed using the 2 links below.

Link 1: https://support.ruckuswireless.com/software/1414-brocade-ruckus-7150-usb-serial-driver-windows

Link 2: silabs.com/developers/usb-to-uart-bridge-vcp-drivers?tab=downloads

Could you please unplug and plug your Switch from the power outlet and check the COM port details in the Device Manger from the Control Panel?

COM port details should be with the silicon lab name in the device manager.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Internet issues after power outage

DubV52 — Thu, 19 Sep 2024 14:52:24 GMT

When selecting the Run option from the zip folder after having extracted the files, I am getting this error. CANNOT COMPLETE THE DEVICE DRIVER INSTALLATION WIZARD the device driver installation wizard was unable to find any drivers designed for your machine.

However if I go into the folder of extracted files and double click on CP210xVCPInstaller_x64 it runs an installation wizard and goes through successfully. I accept terms and then I get Completing the Installation of the CP210x USB to UART Bridge Driver were successfully installed on your computer.

Needless to say even with this saying successfully installed, the Device Manager does not show Port in the list of options.

What would happen if I reset the switch all together, would that allow me to start over like day 1 when we first set this up and would that fix this coding issue? If I do that, do the extenders have to be rest as well?

Re: Internet issues after power outage

pinky_ruckus — Thu, 19 Sep 2024 16:28:07 GMT

Hello @DubV52 ,

Thank you for the response.

I would request you to please reset the Switch and check if you can see the COM port details of the Switch with the Silicon lab name in the Device manager.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to hard reset the Switch

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Process-for-performing-a-physical-factory-reset-hard-reset-on/ta-p/80783

Please follow the process as explained in the article 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.