topic Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet in RUCKUS Support for Lennar Homes

Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 16:23:55 GMT

My breakers we changed out and now my WAP in the ceiling is not powering on

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Yarenis — Wed, 16 Nov 2022 17:02:11 GMT

Hi @Visitor

The WAPs depends on a Switch which is the one that provides power, this must be in a cabinet, by default should be the same brand (Ruckus) model ICX7150-12P Switch, may look like the next image:

Follow up the next troubleshooting steps:

1:Ensure the ICX 7150 Switch is getting power, if no, please test another power outlet.

2:In the ICX7150 Switch check if the System light is green, the next image will provide you the location of the ports including the system:

3:The ICX7150 Switch must provide power to other devices in the house such as the doorbell or even cameras, so make sure if the only devices affected are the WAPs or all of them.

4:If all the devices connected to the Switch are no getting power, but if you connect a computer directly to the switch with an Ethernet cable which just required data traffic works fine, could be that the ICX7150 have disables the PoE(power over Ethernet) so this must be enabled back, let me add the option to enable it via web GUI, this what you require.
A:Connect the computer from directly to the ICX7150 Switch with an Ethernet cable in one of the 12 port mark with yellow in the next image.

B:once the computer is connected you need to find out the Switch IP address, you can use the next guide to search for the ICX 7150 IP address:

How to find my Ruckus “Device's 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

B:once you locate the IP address of the Switch:paste the IP address in the URL bar in your web browser, and hit log in, you can test the next default user and password if it does no work, let me add another set of combinations.

Default User: super

Default Password: sp-admin

Usernames: Passwords:

Admin sp-admin

Super Lennar

lennar

ruckus

Ruckus!

Ruckus1

admin

password

C: Now you are in, let enable PoE:

Click port>inline power>configure inline power>enable> from ports 1/1/1 to 1/1/12>apply>save

Note: the next image will provide the steps too.

Note: if after checking connection and enable PoE the issue persisted, or the Switch is not even powering up, please provide the results.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 17:39:17 GMT

Ok so i can tell u that the only one not getting power from the switch is the WAP - while i appreciate the instructions u provided - I am a bit simple when it comes to this - so do i need to connect my computer to the Switch at this point - im confused? I was told it sounds like a power surge frome the breaker replacement could have reset the signal/connectio. Between the switch and wap

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Yarenis — Wed, 16 Nov 2022 17:55:20 GMT

Hi @Jlolejnik

Ok, if you know that the only device connected to the same Switch that is not receiving power is the WAP, we can confirm that the Switch is ok, so you can do the following.

1:Test if the port where the WAP is connected is OK by connecting one of the working devices to the same port, if it works it will confirm that the port is OK, if not you will need to access the Switch following step 4 to re-enable PoE in case it was disabled.

2:Now if the same port works fine, but not with the WAP, we have to make sure that the problem is not the Ethernet cable, so you should remove the WAP from the ceiling and try it with another Ethernet cable, if still not responding the WAP is damage.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 17:59:20 GMT

Thank you - the port lights up when i connect anything else to it - just not the WAP - so i will have to try the removal of the WAP and try it with another cable - may not be until later today (after work) - if the WAP is bad how do i go about ordering a new one?

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Yarenis — Wed, 16 Nov 2022 18:14:29 GMT

Hi @Jlolejnik

Don't worry if after checking the WAP with another cable the problem persists, we can repair it, however it will be necessary to send the WA, and we will or try to repair it, if we can't, we will replace it.
Test the WAP tomorrow and let me know the result and I will give you more details of the process in case it is damaged.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 19:56:42 GMT

So i took the WAP down and tried one of the other connectors to it and it still didnt power up

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Yarenis — Wed, 16 Nov 2022 20:07:36 GMT

Hi @Jlolejnik

Perfect,

Based on your troubleshooting you have done, since the WAP is no responding, this unit must be RMA (return merchandise authorization) means replace it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post and paste it into the chat to start unit replacement.

https://support.ruckuswireless.com/contact-us

Note: Please mark the post as ACCEPTED SOLUTIONS

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 20:36:16 GMT

ok so I went to chat and requested an RMA - they requested my contact info and that is it - I have no idea what is going on - are they going to call me - send me a new unit - how do I send back the existing unit - turn around time????

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 20:58:09 GMT

So the response I got back directed me back here - not that my equipment will be replaced - I am going in circles here. I just need to get this replaced as soon as possible. Question - can the R510 be replaced with an R610?

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Yarenis — Wed, 16 Nov 2022 21:01:07 GMT

Hi @Jlolejnik

Sure, they are the ones that will provide you with more data, usually as part of the information they request or have, is your email, so that will be their Method to contact you.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 21:07:48 GMT

they didn't request my email - that asked that I go and post on the Lennar page - I already did all of that with you - I feel like I am going in circles - can I order an R510 or R610 separately if I keep getting pushback?

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Yarenis — Wed, 16 Nov 2022 21:11:30 GMT

Hi @Jlolejnik

The AP can be replaced only for the same, now do you know the name of the person who assisted you on the chat, so I can reach him, normally when they start the process to replace the unit, they create a ticket ID, if you have the ticket, please provide to me the number or the name, now hope you have chosen chat, because there is also an option for RMA, but those are for enterprise clients.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 21:21:09 GMT

I did go through Chat - but there was no name on the Chat itself. The case #01406642 - and I just received a response for Sujit Das -

Request you to provide the confirmation chat response from engineer on community forum for validation and we can proceed with the RMA of the unit.

But that is it - I have no idea of next steps or when to expect anything

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Yarenis — Wed, 16 Nov 2022 21:50:41 GMT

Hi @Jlolejnik

I got in contact with Sujit, he will continue with the RMA under case #01406642, and he will reach you via email.

Note: Please mark the post as ACCEPTED SOLUTIONS

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 21:41:18 GMT

thank you - I just need to understand what I need to do and when I can expect a replacement - I work form home and I have things like my thermostat tied to it as well - so need it as soon as possible.

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Yarenis — Wed, 16 Nov 2022 21:51:05 GMT

Hi @Jlolejnik

Sure, I got in contact with Sujit, he will continue with the RMA under case #01406642, and he will reach you via email.

Note: Please mark the post as ACCEPTED SOLUTIONS

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 21:54:36 GMT

I will happily mark the post at Accept as Solution - but do we know the timeframe of when I can expect the replacement?

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Yarenis — Wed, 16 Nov 2022 22:07:24 GMT

Hi @Jlolejnik

Yes, honestly can take up to 10 business day, because with the WAPs, we need to receive the AP, and then we sent the replacement or if we fix it the same AP., now as soon we receive the AP, we check the unit and if it is not reparable, we sent the replacement and that will take less than 10 days, Sujit will give more details.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Wireless WAP IS NOT POWERING ON no lights and not connecting to internet

Jlolejnik — Wed, 16 Nov 2022 22:33:41 GMT

ok but that has not been shared with me - how can I get on top of sending mine back if they don't provide me with the info - Sujit needs to give me info so I can get this going