topic Re: Ruckus ICX 7150-C12P not working after power outage in RUCKUS Support for Lennar Homes

Ruckus ICX 7150-C12P not working after power outage

kevinraphael — Mon, 21 Nov 2022 03:13:59 GMT

I know that there are many similar posts, but I honestly do not understand how to proceed. I don't know any access codes or log-in information for the Ruckus App. The last time I had trouble with the system, a Ruckus technician was able to help me quickly over the phone. Not having that kind of access anymore is a huge letdown for Lennar customers.

After the brief power outage (literally less than a second), our Verizon Fios back was up and running right away, but the Ruckus devices are all dark. The only lights I see are a yellow light and a green light on the main device in the closet. All other ceiling mounted devices are totally dark. We had to redirect our smart devices to the Verizon modem/router because our Ruckus connection was not appearing anywhere.

Please advise us how to proceed.

Thanks,

Kevin

Re: Ruckus ICX 7150-C12P not working after power outage

Yarenis — Mon, 21 Nov 2022 16:34:22 GMT

Hi @kevinraphael

Thanks for the details provided, according to your description your Switch is stuck in boot mode, to fix it we have prepared a guide, let me add the guide.

How to perform a Software recovery on an ICX7150 switch

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483

Password Recovery on a Ruckus ICX(Tutorial video)

https://www.youtube.com/watch?v=XJS28DWbHM4

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Ruckus ICX 7150-C12P not working after power outage

kevinraphael — Mon, 21 Nov 2022 17:17:28 GMT

With all due respect, do you honestly expect the average homeowner to be able to understand the directions you sent? Is there a tech on your end who wants extra cash to be able to complete this remotely? Or, is there a national contractor capable of handling this that you can recommend?

Re: Ruckus ICX 7150-C12P not working after power outage

Yarenis — Mon, 21 Nov 2022 17:31:19 GMT

Hi @kevinraphael

We have tried to create all guides as non-technical as possible; however, I know Lennar has a list of technicians who can visit your home and fix it for you.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Ruckus ICX 7150-C12P not working after power outage

daniel_deusterm — Fri, 25 Nov 2022 17:36:02 GMT

This is false. I contacted Lennar about the issue I'm currently facing. They do not have a list of techs that can help.

Re: Ruckus ICX 7150-C12P not working after power outage

Yarenis — Fri, 25 Nov 2022 17:44:13 GMT

Hi @daniel_deusterm

I understand that the steps may be somewhat new, however, we have tried to keep the guides as non-technical as possible, so that they are easy to follow; however, if you continue to have problems, I would recommend that you seek for external help or a technician.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Ruckus ICX 7150-C12P not working after power outage

daniel_deusterm — Fri, 25 Nov 2022 17:55:25 GMT

Despite your best efforts to make the guides easy to follow, they are not. I've been asking for tech help which you no longer provide. Fine. Is there a company you can recommend for real tech support?

Re: Ruckus ICX 7150-C12P not working after power outage

Yarenis — Fri, 25 Nov 2022 17:58:59 GMT

Hi @daniel_deusterm

I know there is a company named geek squad that works with Lennar clients, I think they have technicians in all the state.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired