topic How do I get a TAC for a RMA?? in RUCKUS Support for Lennar Homes

How do I get a TAC for a RMA??

Wendypmc — Tue, 12 Nov 2024 12:12:33 GMT

My switch is defective and needs to be replaced. I was told to come back here and ask for a TAC for my RMA?

Re: How do I get a TAC for a RMA??

Imran_ruckus — Tue, 12 Nov 2024 12:14:40 GMT

Hi @Wendypmc
Greetings!!!

Thank you for contacting the RUCKUS Community forums.

Could you please let me know if this is a Lennar Home RUCKUS setup?

Please confirm.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: How do I get a TAC for a RMA??

Wendypmc — Tue, 12 Nov 2024 13:18:36 GMT

Hello. This is a Lennar home but not a new set up. The switch has failed. I received an email stating:

Ruckus will process a replacement for the defective switch. However, we need an approval from Ruckus TAC for this.

If you haven't requested for RMA approval, You can find the Ruckus Support for Lennar Homes at ‘https://community.ruckuswireless.com/’ and select ‘Ruckus Lennar Support’ or by searching for it in your search engine of choice.

Once the engineer approves the RMA request, they will share the steps on how to claim replacement.

Re: How do I get a TAC for a RMA??

Imran_ruckus — Tue, 12 Nov 2024 14:43:50 GMT

Hi @Wendypmc

Greetings!!!

Thank you for reaching out to 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.

Apologies, as per our policies we cannot replace the Switch without checking the details.

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.

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

Please help mw 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: How do I get a TAC for a RMA??

Wendypmc — Tue, 12 Nov 2024 15:27:39 GMT

Hello

I’ve completed all of what is being asked multiple times over the last few days but this process is a challenging. The system did work well before the power outage.

As mentioned a few times the lights do not come on at the extender ports. The status lights do NOT illuminate.

I’ve tried multiple ports and attempted to reset over 20 times as initially indicated.

Could you please send me the TAC for the RMA so I can get this (already determined) defective switch replaced?

Thank you

Re: How do I get a TAC for a RMA??

Imran_ruckus — Tue, 12 Nov 2024 15:32:02 GMT

Hi @Wendypmc

Thank you for your response and update.

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

This forum is on best best-effort support basis.

Before RMA we need to check the possible Troubleshooting steps. 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: How do I get a TAC for a RMA??

Wendypmc — Tue, 12 Nov 2024 17:29:25 GMT

How do I do that? I continue to go through multiple steps and then inevitably receive the canned “ apologies, effective Nov 2022” response. I would like to move forward with this request to receive the replacement. What is the step by step process to request the replacement? I have posted on multiple spots within the “Lennar support” pages. Any better guidance and support would be greatly appreciated.

Re: How do I get a TAC for a RMA??

Imran_ruckus — Tue, 12 Nov 2024 17:41:07 GMT

Hi @Wendypmc

Thank you for your response.

Please note that we cannot proceed with an RMA without attempting the recommended troubleshooting steps. As mentioned previously, this forum operates on a best-effort support basis.

The issue you are experiencing is software-related and can be resolved by following the troubleshooting steps provided. According to company policy, replacements are only applicable to hardware defects, not software issues.

I kindly request you to follow the Software Recovery steps outlined in the article shared in my previous message. If you encounter any challenges during the process, please feel free to reach out, and I will assist you.

If the issue persists despite following the recovery steps, we can then consider forwarding the RMA request.

We have designed the guides to be as user-friendly and non-technical as possible. However, if you continue to experience difficulties, we recommend seeking assistance from a technician or outside support.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: How do I get a TAC for a RMA??

Wendypmc — Tue, 12 Nov 2024 19:44:47 GMT

Sur

Sir

i had completed all of those steps last night after being informed to do so and researching through this group. These actions and my response is why the switch was deemed defective and the rep stated I needed the TAC for the RMA. I have worked every angle to attempt to recover, review in these posts, and complete additional research but nothing has resulted in the switch rebooting or working. Could you please send me the approval / TAC for replacement?

Thank you

Re: How do I get a TAC for a RMA??

Imran_ruckus — Tue, 12 Nov 2024 20:14:44 GMT

Hi @Wendypmc

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: How do I get a TAC for a RMA??

Wendypmc — Wed, 13 Nov 2024 01:17:05 GMT

Sir

I completed all steps outlined below and in prior chats last night. As I mentioned, I was informed that all I need was a TAC for the RMA and the replacement was approved. Could you please send me the TAC?

no corrective measures are working and the system will not reboot.

I have completed everything laid out in the YouTube video for the ICX software. I did not take pictures at the time as I was following directions and nothing stated to take pictures along the way. I am not going through all of it a second time.

I also completed all of the below:

Process on how to diagnose if it’s a Routing code issue on CLI and how to fix it:

1. First, we must identify the ‘current’ IP address assigned to the Switch by your local Internet Service Provider (ISP) Router to the RUCKUS ICX-7150-C12P Switch. Here is the guide on on How to find the IP Address of the RUCKUS Devices (Switch and APs) using IP Scanner free applications

FIGURE 1 Switch Dashboard on a web browser to confirm it’s a Switch IP Address

2. Once we identify the IP address of the Switch proceed to access remotely the device “Command Line Interface” (CLI). Here is the guide on How to access the Command Line Interface (CLI) of the RUCKUS ICX-7150-C12P Switch

Once you access the Command line (CLI), it should look like the prompts below:

SSH@ICX7150-C12 Switch> (Accessing CLI using SSH option)

telnet@ICX7150-C12 Switch> (Accessing CLI using Telnet option when SSH doesn’t work)

SSH@ICX7150-C12 Switch> (Switch – Indicate NO Routing Code issue)

Please enter the below commands once you log in to CLI to check the same:

Note: Hit Enter to accept each command

ICX7150-12P Router>enable

ICX7150-12P Router#show version

ICX7150-12P Router#show flash

There should be a similar output of the command with the SPR code as highlighted in FIGURE 2 to diagnose if it’s a Routing Code (SPR) issue.

FIGURE 2 CLI Command output showing Routing Code issue

Solution:

If there is a similar output with SPR, please Enter the below commands in CLI to fix this issue:

Note: Hit Enter to accept each command

ICX7150-12P Router#enable

ICX7150-12P Router#copy flash flash secondary

ICX7150-12P Router#boot system flash secondary yes

Example VIDEO:

VIDEO LINK AS REFERENCE: https://www.youtube.com/watch?v=Eem1IBgYaWc

ICX7150-12P Router>enable (hit enter to accept the command)
ICX7150-12P Router#copy flash flash secondary (hit enter to accept the command and wait: until the flash finished)
ICX7150-12P Router#boot system flash secondary yes (hit enter to accept the command: the switch will reboot)

Once the RUCKUS ICX-7150-C12P switch reboots and comes online, should fix the issue. We can confirm by checking the version and other details by performing the same commands mentioned above.

Please post a query in RUCKUS Lennar Support if you need any assistance in this regard OR any other issues with the Lennar Home RUCKUS devices.

Re: How do I get a TAC for a RMA??

Wendypmc — Wed, 13 Nov 2024 02:58:14 GMT

Sir

i just received yet another confirmation that a replacement will be sent for the proven defective switch if you could provide me TAC. This process has been extremely and increasingly frustrating. I have done everything in my ability to prove this switch is defective within this forum even after being told a replacement was approved. Could you please send me the TAC for the RMA to replace my switch?

The second photo is what the link takes me to. This system seems to have its own challenges. Your support in this matter is greatly appreciated.

Re: How do I get a TAC for a RMA??

Imran_ruckus — Wed, 13 Nov 2024 12:02:40 GMT

Hi @Wendypmc

Thank you for the response and the update.

Please note, I am one of the TAC Engineers from Lennar team. As mentioned earlier as per the company policies we cannot approve RMA without trying Software Recovery process. This is not a Routing Code issue you mentioned. Once again sharing the article link below.

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

If you tried the Software Recovery process already, 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: How do I get a TAC for a RMA??

Imran_ruckus — Fri, 15 Nov 2024 12:08:48 GMT

Hi @Wendypmc

Thank you for the response and the update.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: How do I get a TAC for a RMA??

Imran_ruckus — Mon, 18 Nov 2024 12:27:16 GMT

Hi @Wendypmc

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: How do I get a TAC for a RMA??

Wendypmc — Mon, 18 Nov 2024 12:59:31 GMT

Sir

I’ve stated that I have completed the requirements days ago while doing what I was initially instructed to do via the forum, yet proof via picture is now required. That will make me complete all steps again and I am not going to do that for a second time. The unit is broken and will not reset. I have posted on my community chat of all Lennar homes. All who have had this same problem have required a replacement after conducting all of the “resets” instructed. Additionally all suggest moving to a different product specifically because the customer support without a phone call or email response is not customer friendly. I kindly ask once again for a TAC for the RMA. If not I’ll move on to a new brand product and remove ruckus from my home.

Re: How do I get a TAC for a RMA??

Imran_ruckus — Mon, 18 Nov 2024 13:02:57 GMT

Hi @Wendypmc

Thank you for the response.

Apologies, as per our policies we need the all the details before RMA. As mentioned in my previous post if you tried the Software Recovery process already, 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: How do I get a TAC for a RMA??

Imran_ruckus — Wed, 20 Nov 2024 12:11:22 GMT

Hi @Wendypmc

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: How do I get a TAC for a RMA??

Wendypmc — Wed, 20 Nov 2024 12:58:10 GMT

Imran

I understand you’re stating there are policies that require pictures. These policies also eluded to requiring take action prior to engaging directly (which I did). Those initial directions I followed did NOT state to take pictures or document the steps taken. I followed all directions I could find and as I stated on 12 Nov, the system still failed to reboot and is deemed inoperable. Also as mentioned the initial customer service concurred and stated the system would be replaced with the caveat that I needed a TAC for the RMA. This secondary process of engaging via this chat mechanism is not helpful and not customer friendly. I did, what I believe as a customer, is above and beyond my part to attempt to salvage this switch. At this point, and as stated in my last post, this system is now not useful to me and I will replace it unless a replacement is sent to me. I’ve spoken to many other Lennar home owners in my neighborhood and everyone had stated this process is overly convoluted and not customer friendly therefore they have opted to replace their equipment when it failed. Of the 86 homes that were build with Ruckus equipment installed 52 of them have replaced their equipment. This shows that the product and service is not sustainable and that Ruckus has minimal desire to stand by their product.

Re: How do I get a TAC for a RMA??

Wendypmc — Wed, 20 Nov 2024 15:57:56 GMT

Hi Imran

Im not sure why I’m being asked to use the private chat function. Could you explain the rationale? The forum and all direction states to use this method for communication as per multiple emails that I receive “Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via a community forum support model and hence no phone calls or emails will be accepted. You can find the Ruckus Support for Lennar Homes at https://community.ruckuswireless.com/ and select ‘Ruckus Lennar Support’ or by searching for it in your search engine of choice.

You will need to create an account on the forum to receive support.” I do believe this is the community forum portion of the site.

Additionally, the message asks again for the same information I have explained repeatedly.