topic Network is gone/switch won’t reset in RUCKUS Support for Lennar Homes

Network is gone/switch won’t reset

Shanalee — Wed, 06 Nov 2024 20:07:59 GMT

Title kind of says it all. I’ve reset a bunch of times.

Re: Network is gone/switch won’t reset

Imran_ruckus — Wed, 06 Nov 2024 20:12:15 GMT

Hi @Shanalee

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 issue with the RUCKUS ICX-7150-C12P Switch.

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:

1. Can you confirm if your RUCKUS setup was previously operational, and if there were any power outages before the issue began?
2. 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.

3. Is your internet connection from the ISP stable and functioning? You can verify this by connecting to your local router's Wi-Fi or through an ethernet cable from the router to a laptop/PC.
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

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

Please help me with ALL the above queries and 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: Network is gone/switch won’t reset

Shanalee — Wed, 06 Nov 2024 20:27:59 GMT

it was previously operational before a power outage yesterday.

originally there was one green and one orange light. Now after I’ve tried to reset, the one green light is there and there are many blinking orange lights.

It does not appear that any of the lights on the access point are lit

Updating Media

Re: Network is gone/switch won’t reset

Shanalee — Wed, 06 Nov 2024 20:28:18 GMT

Re: Network is gone/switch won’t reset

Imran_ruckus — Wed, 06 Nov 2024 20:34:02 GMT

Hi @Shanalee

Thank you for your response and confirmation.

An amber light on the SYST indicator typically indicates that your RUCKUS ICX-7150-C12P switch is stuck in boot mode and is not supplying power to the Access Points.

To assist you in resolving this, please refer to the following RUCKUS Lennar Knowledge Base self-help article for troubleshooting steps:

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

As you tried to hard reset the Switch, please try it multiple times. If the reset with a paperclip works, the SYST and PWR lights should turn GREEN.

If reset doesn't work, the next step would be to perform the Software Recovery of the Switch as described in the above Knowledge Base article. Please follow the same and let me know for assistance at any step.

Should you encounter any challenges or need further assistance during the process, please don’t hesitate to reach out.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Network is gone/switch won’t reset

Shanalee — Wed, 06 Nov 2024 21:32:06 GMT

Nothing has worked and I’m looking at the software fix. I am not equipped to do this

Re: Network is gone/switch won’t reset

Shanalee — Wed, 06 Nov 2024 21:43:27 GMT

The one laptop I have with a USB port won’t connect to the internet. So there’s that

Re: Network is gone/switch won’t reset

Shanalee — Wed, 06 Nov 2024 22:02:23 GMT

Nothing is working!!

Re: Network is gone/switch won’t reset

Shanalee — Wed, 06 Nov 2024 22:04:31 GMT

I realize this is 2nd nature to you. But your step by step instructions actually don’t work

does not actually automatically recognize

Re: Network is gone/switch won’t reset

Shanalee — Wed, 06 Nov 2024 22:17:45 GMT

Hello??!!

Re: Network is gone/switch won’t reset

Imran_ruckus — Thu, 07 Nov 2024 12:06:10 GMT

Hi @Shanalee

Greetings!!!

Thank you for the response and the update.

Please share a screenshot of your laptop screen at the step you are stuck on. Additionally, share a picture showing the Software Recovery cable connection between the Switch and the laptop.

Please note, 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.

Please share the requested information and let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Network is gone/switch won’t reset

Shanalee — Thu, 07 Nov 2024 12:25:17 GMT

So here’s several of my problems:

the initial instructions say I can use a USB - C cable, however, when I get far enough, there are instructions for an Ethernet cable (which I do not have)

it also says that several steps aren’t necessary for a Mac and that Mac specific instructions can be found “in the next guide”, which is nowhere to be found.
so which is it? Do I follow these random instructions? Is there a Mac specific? Do I need an Ethernet cable?

also, why is it that we’re forced to communicate by this forum and take on tasks that we are unfamiliar rather than actual customer support

Re: Network is gone/switch won’t reset

Imran_ruckus — Thu, 07 Nov 2024 13:20:23 GMT

Hi @Shanalee

Thank you for the response,

Please use the private chat option to respond so we can proceed further. For your reference, I have included a screenshot below.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: Network is gone/switch won’t reset

Imran_ruckus — Tue, 12 Nov 2024 12:06:24 GMT

Hi @Shanalee

Greetings!!!

To assist with obtaining console access on a Mac, please refer to the following video:

Video on Console Access for Mac

Additional video: https://www.youtube.com/watch?v=ZUREx-161H4

Kindly disregard the drivers demonstrated in the video. Instead, please download and install the drivers listed below before accessing the switch via the Mac terminal:

Mac iOS System Solution:

Install the necessary drivers to enable communication with the switch (ICX-7150-C12P) using a USB Type-C to console cable.

Drivers:

Once done, please try Software Recovery process and let me know if you have any further questions.

Thank you for your patience.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Network is gone/switch won’t reset

Imran_ruckus — Thu, 14 Nov 2024 13:08:41 GMT

Hi @Shanalee

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: Network is gone/switch won’t reset

Shanalee — Thu, 14 Nov 2024 13:58:44 GMT

It has not been resolved. I have a full time job. One in which I actually have to go in to do my job rather than posting “fixes” on a community forum. Therefore, I don’t have a lot of time to also do your job.

Re: Network is gone/switch won’t reset

Imran_ruckus — Thu, 14 Nov 2024 14:05:16 GMT

Hi @Shanalee

Greetings!

Please use the private chat option to respond so we can proceed further. For your reference, I have included a screenshot below.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: Network is gone/switch won’t reset

Imran_ruckus — Mon, 18 Nov 2024 12:25:58 GMT

Hi @Shanalee

Greetings!

Please use the private chat option to respond so we can proceed further. For your reference, I have included a screenshot below.

Thank you once again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: Network is gone/switch won’t reset

Imran_ruckus — Wed, 20 Nov 2024 12:08:49 GMT

Hi @Shanalee

Greetings!!!

I trust this message finds you well.

I kindly request an response on Private chat.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Network is gone/switch won’t reset

Shanalee — Wed, 20 Nov 2024 12:11:11 GMT

Where’s the private chat?