topic Re: After power outage, ICX 7150-C12P will not get past boot, requesting RMA in RUCKUS Support for Lennar Homes

After power outage, ICX 7150-C12P will not get past boot, requesting RMA

gablackburn — Thu, 12 Dec 2024 03:52:44 GMT

As title says, power outage caused device to be stuck in 'boot mode', PWR is green, SYST is amber/yellow/orange.

I've spent 5+ hours here trying solutions and have opened 40+ tabs at a minimum, many in triplicate.

I've tried the reset at least 20 times with no luck.

It will not connect/console to a PC. I've tried two different PCs with the same result.

1. I've tried multiple USB-A to USB-C cables,

2. Multiple USB-C to USB-C cables,

3. Multiple RJ45 cables,

4. I've made sure to try both RJ ports #13 AND #15 as there's conflicting information on different links so I made sure to use both.

5. I've downloaded and redownloaded the CP210 drivers and rebooted the computers after driver updates.

When connected I go to [Control Panel|Devices], it does not see the Ruckus device. It is not possible to run any software/hardware updates on it as no COM port recognizes it. I've uploaded a photo as it seems everyone is asked for a photo regardless, also a screen shot proving I've downloaded and unzipped the .ZIP files.

I troubleshoot software and hardware on a daily basis so I'm confident I've tried every possibility here.

I would like to request an RMA.

Zip files extracted

Amber SYST

Please let me know what the next steps are.

GAB

Re: After power outage, ICX 7150-C12P will not get past boot, requesting RMA

Imran_ruckus — Thu, 12 Dec 2024 12:12:43 GMT

Hi @gablackburn

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 when trying to perform Software Recovery on the RUCKUS ICX-7150-C12P Switch

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

I see from a picture you shared, that you have only used ethernet cable (orange) along with that there should be a console cable, please note, we must use ethernet cable (both ends RJ45 plugs) and USB to type C cable both together as described in steps 2 & 3 in the guide link. (Refer to the below screenshots)

Once again, 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.

Please let me know if it works after the above process and let me know if you have any queries in this regard.

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: After power outage, ICX 7150-C12P will not get past boot, requesting RMA

gablackburn — Thu, 12 Dec 2024 13:00:21 GMT

No offense but I am starting to believe Imran is a United Healthcare type bot which provides a standard response meant to delay delay and finally deny in order to get end users to give up. If you're a real person, I apologize, but I'll then ponder if you thoroughly read and comprehended my post.

I receive the same canned response I've read in 5 other posts so I knew what to expect. I'm told to use specific USB cables yet my steps 1 & 2 address that. I'm told which ethernet cables to use yet my step 3 addresses that as I explained I've tried multiple cables AND ports. You tell me to download and extract drivers so I assumed my screen grab of my download folders plus my explanation addresses that.

The picture of the unit was just "A" picture I took at that moment, it was to show the lights configuration, NOT the 25 other wired configurations I had already tried up until that. I didn't believe sending photos of all the configurations would've been helpful as they have the same result. No combination of wires, ports worked. The unit will not connect to my deviceS.

How do I get an RMA for this device? Or can someone contact me directly and I'll do a screen share.

GAB.

Re: After power outage, ICX 7150-C12P will not get past boot, requesting RMA

Imran_ruckus — Thu, 12 Dec 2024 13:29:55 GMT

Hi @gablackburn

Thank you for your response.

That the process you need to follow to proceed further.

To proceed, please share a screenshot of the image showing the software recovery cable connections, along with a screenshot of the Device Manager displaying the COM port details.

Kindly note that, as of November 2022, Ruckus Support for Lennar Homes customers is no longer available via phone, email, or remote session. We now provide support exclusively through this community forum on a best-effort basis.

This issue appears to be software-related and can be troubleshooted to reach a resolution. As per company policy, we cannot approve an RMA without first attempting the recommended troubleshooting steps that we assist.

Thank you again for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: After power outage, ICX 7150-C12P will not get past boot, requesting RMA

gablackburn — Thu, 12 Dec 2024 17:53:50 GMT

Images showing proof the drivers have been re-installed for the 3rd time. Note that Windows Explorer shows these are folders, NOT .ZIP files. Yes, I extracted the zips.

Installing the .INF fileRunning the EXEFinish

Computer is rebooted.

Tests using different cables (USB A/C and USB C/C) and different RJ45s and different ports. Proof I have eliminated the possibility of defective cables and laptop ports being the cause.

2 sets each USB A/C & USB C/C3 sets of RJ45 cables

When the 7150 is plugged in (USB + RJ45), Windows 11 does not indicate that a new device was detected regardless of which cable combination I use. No bing, no sound, no indicator in the system tray.

USB A to C

USB C to C in port #1

USB-C to C, different cable, different USB C port

Yes, the other cables were tested as well but I feel the need to show them all is redundant.

This is a screen shot of the command prompt requesting a list of COM devices connected. As you can clearly see, no devices connected.

Screen shot of command window showing no device connected

On the right is the Device Manager window in Windows 11 showing no device found.

I understand your need to exhaust every avenue and to verify the steps have been done, but this is clearly a hardware issue which I assumed I made clear with my first post. I cannot run updates on the 7150 if my computers cannot see it.

Can we finally begin the process of an RMA please?

GAB

Re: After power outage, ICX 7150-C12P will not get past boot, requesting RMA

Imran_ruckus — Thu, 12 Dec 2024 18:01:44 GMT

Hi @gablackburn

Thank you for the response and the detailed information.

Please try to access CLI using PuTTY application, I see you are using command prompt.

To regain console access, please follow the instructions provided in the article linked below: How to Console into the ICX-7150-C12P

Please check and let me know if you see CLI command prompt on PuTTY.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: After power outage, ICX 7150-C12P will not get past boot, requesting RMA

gablackburn — Thu, 12 Dec 2024 18:49:33 GMT

THE. DEVICE. CAN. NOT. BE. SEEN. BY. THE. COMPUTER.

Please explain how I can set the COM port in PuTTY if the computer doesn't know the 7150 is connected? For your benefit I used the command prompt to PROVE the device is not recognized.

But, for your busy work to make me believe we're making progress, here are the results. For safe measure, I tried to connect to 6 ports. Shockingly all were unsuccessful.

And yes, the 7150 was connected to the computer while trying to connect in PuTTY. Here is your proof to save us another email cycle.

it really is connected

Can we finally begin the process of an RMA please?

Or can this be elevated?

Re: After power outage, ICX 7150-C12P will not get past boot, requesting RMA

Imran_ruckus — Thu, 12 Dec 2024 18:57:24 GMT

Hi @gablackburn

Greetings of the day!!!

Thank you for sharing the requested PICTURES and the information.

Based on the troubleshooting done, your ICX-7150-C12P Switch is stuck in boot mode, unable to Recover the software. Tried multiple times even with hard reset. However, the failure persists. This Switch unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

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

Please follow the steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided:

The below link is to contact us by chat (only)

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

Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers as Accepted solutions.

Please let me know if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.