topic Re: Request RMA Approval Link in RUCKUS Support for Lennar Homes

Request RMA Approval Link

linda_nguyen — Sat, 09 Nov 2024 21:23:12 GMT

Hi,

Can an Engineer please provide me with an approval link for RMA request? My case # is 01863532. I received an email to provide the approval link, but the link request it in the email does not work.

My Ruckus switch/router will not reboot. Tried the pin resent method more than 15 times. Cannot perform the ethernet method. Please provide an approval for a replacement unit so I can get my Ruckus back up and running.

Thank you,

Linda

Re: Request RMA Approval Link

Imran_ruckus — Mon, 11 Nov 2024 12:12:13 GMT

Hi @linda_nguyen

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.

We apologize for any inconvenience this has caused and are committed to assisting you promptly. Please note, that the Lennar Support Forum team works from 7.00 AM-5.00 PM EST Monday through Friday.

To better assist you, could you please provide the following information:

1. Can you confirm if there were any power outages before the issue began?
2. What is the current state 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: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 16:41:50 GMT

Hi Imran,

Thank you so much for responding. Sorry about all the cases being opened. I did not understand how this process works.

There was no power outage, our Ruckus just stopped working. It had the amber/yellow SYST light and the Green PWR light. I read through the forum, performed the pin reset process more than 15 times. Now all lights are blinking amber/yellow.

Re: Request RMA Approval Link

Imran_ruckus — Mon, 11 Nov 2024 16:56:54 GMT

Hi @linda_nguyen

Thank you for your response and update.

If the reset using a paper clip does not resolve the issue, the next step would be to perform a Software Recovery on the RUCKUS ICX-7150-C12P Switch. Please refer to the following RUCKUS Lennar Knowledge Base article for detailed instructions on the Software Recovery process:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-RUCKUS-Switch-with-an-Amber-Orange-light-on-quot-SYST/ta-p/71998

Feel free to reach out if you need any assistance at any point during the recovery process.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 17:09:37 GMT

I cannot perform the software recovery because I do not have the correct cables need to do so.

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 17:26:09 GMT

I also do not have a laptop or pc. I only have an ipad.

Re: Request RMA Approval Link

Imran_ruckus — Mon, 11 Nov 2024 17:47:03 GMT

Hi @linda_nguyen

Thank you for your response and update.

I apologize for the inconvenience. Please note that a Windows laptop and the appropriate cables are required for the Software Recovery process.

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.

If you continue to experience difficulties following the steps, we recommend seeking assistance from an external source or a technician. Please note that RUCKUS does not have an on-site support team available for Lennar Homes.

Please do let us know one you require assistance with the process. We are happy to help you.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 18:14:41 GMT

OK, we were able to get a laptop and the cables from a neighbor. We are trying the software recovery process now. Crossing our fingers it works! Will update you.

Re: Request RMA Approval Link

Imran_ruckus — Mon, 11 Nov 2024 18:52:31 GMT

Hi @linda_nguyen

Thank you for your response and update.

Of course—please share screenshots if you encounter any issues or get stuck at any point during the process.

Thank you once again for your patience and understanding. It is greatly appreciated.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 20:19:38 GMT

OK, went through the software recovery process. It did not work.

Re: Request RMA Approval Link

Imran_ruckus — Mon, 11 Nov 2024 20:46:28 GMT

Hi @linda_nguyen

Thank you for the response and the update.

Could you please let me know at what step during the Software Recovery process you are stuck on? and share a screenshot of the error (if any). Additionally please share a picture showing the Software Recovery cable connection between the Switch and the laptop.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 22:14:03 GMT

Trying it again on a borrowed pc. I got as far as unzipping the ICX7150 file folder. But there is no "Boot" folder. Only Firmware, Images, MIBs and Signatures.

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 22:25:16 GMT

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 22:25:35 GMT

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 22:39:03 GMT

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 23:21:37 GMT

Imran, I have now wasted multiple days on trying to get this resolved. If you will not approve a replacement for free (which we have a lifetime warranty - I verified that), can we just buy one? I cannot keep borrowing devices from people to get this to work. What is it going to take to get a new switch/router?

Re: Request RMA Approval Link

linda_nguyen — Mon, 11 Nov 2024 23:33:34 GMT

Re: Request RMA Approval Link

Imran_ruckus — Tue, 12 Nov 2024 12:00:19 GMT

Hi @linda_nguyen

Thank you for your response and the update.

From the screenshot you shared, it appears that you have downloaded a different image file (08095P). As outlined in the Software Recovery Guide, please ensure you use the 08090k image. You can download it from the following link:
Download 08090k Image

Additionally, I noticed that one of the cables is connected to an incorrect port on the switch. Kindly reconnect the cable to the appropriate port as shown in the screenshot below.

Please make these adjustments and try the process again. Let me know how it goes.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Request RMA Approval Link

linda_nguyen — Tue, 12 Nov 2024 20:37:42 GMT

I am stuck again. I cannot locate my COM #. I am not sure if I configured the TFTP server application correctly. Can you tell by these screen shots? I am not tech savy and do not understand what to do after I chose the server interface.

Re: Request RMA Approval Link

Imran_ruckus — Tue, 12 Nov 2024 20:43:02 GMT

Hi @linda_nguyen

Greetings!!!

Thank you for the response and the update.

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

Once installed restart your laptop and try to locate the COM port details under 'Ports (COM & LTP)' with cables connected between the Laptop and the Switch (Refer to the below screenshot), Please check and let me know if that works.

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.