topic Re: Ruckus ICX 7150-C12P not rebooting in RUCKUS Support for Lennar Homes

Ruckus ICX 7150-C12P not rebooting

MuraliC — Mon, 16 Dec 2024 03:35:34 GMT

Hello,

The Ruckus ICX 7150-C12P stopped working. It used to work before, but suddenly it got stuck in the boot load state (Amber on SYST and Green on PWR). This happened, maybe about few months back, but I was busy, and having a direct wireless router access, I didn't pay attention to fixing it. Now, I tried to do factory reset multiple times, but the switch is not completing the boot process. Now all the STATUS and SYST lights are blinking Amber (except PWR, which is green). Even after about an hour, they are still blinking Amber.

I was trying to verify the CLI logs - but the driver provided isn't for Mac with Apple Silicon (MacBook pro - M4 pro). I'm looking to have it replaced, if possible.

Switch Model: Ruckus ICX 7150 - C12P
Serial #: FEK3834R0G8

Re: Ruckus ICX 7150-C12P not rebooting

pinky_ruckus — Mon, 16 Dec 2024 13:56:05 GMT

Hi @MuraliC ,

Greetings!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

From the case description, I understand that the status lights on the Switch is Amber and the PWR light is Green which means that the Switch is stuck in the boot mode.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to fix the issue when the Switch is in boot mode.

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

We suggest using a Windows laptop, that would be an easy process for performing software recovery.

If you cannot use a Windows laptop, please try getting console access as described in the below link: We have instructions for MAC as well.

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,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Ruckus ICX 7150-C12P not rebooting

MuraliC — Tue, 17 Dec 2024 04:03:21 GMT

Hello Pinky,

Thank you for taking time to explain. I tried installing the driver multiple times with different levels of security settings. But all the times, the driver is ending in the disabled software section. Upon research, I found that the driver developers have to provide proper certificate for Mac to enable the application/driver and execute.

During the driver installation process, I got the alert indicating:

“CP210xVCPDriver” would like to use a new driver extension

You can enable this extension in Login Items & Extensions. Driver extensions run in the background and can monitor hardware accessories connected to your Mac.

I went into the System Preferences > General > Login Items & Extensions

Allow in Background section

Allowed the Silicon Laboratories Inc application to run in the background

Extensions section

Click the symbol, and enabled CP210xVCPDriver from com.silabs.cp210x

But still, I see the application in the disabled state. I did restart the system after installing the driver as well.

System Information > Software > Disabled Software:

52444FG85C - com.silabs.driver.CP210xVCPDriver:
Version: Unknown
Reason: No User Consent
Date Disabled: Unknown

Current Security Level is set allow applications from Anywhere

Re: Ruckus ICX 7150-C12P not rebooting

pinky_ruckus — Tue, 17 Dec 2024 14:39:56 GMT

Hello @MuraliC ,

Thank you for the response.

I understand that you are facing issues while installing the drivers on your Mac laptop.

Could you please confirm if you have access to a Windows laptop or if you can arrange a Windows laptop to complete the software recovery process?

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Ruckus ICX 7150-C12P not rebooting

MuraliC — Tue, 17 Dec 2024 23:11:25 GMT

@pinky_ruckus, unfortunately no. But, if it under warranty - is it possible to request a replacement? It is already taking too much time, and I have plans of setting up small office network setup, as soon as possible.

Thank you!

Re: Ruckus ICX 7150-C12P not rebooting

pinky_ruckus — Wed, 18 Dec 2024 13:37:19 GMT

Hello @MuraliC ,

Thank you for sharing the information on a private chat.

Based on the troubleshooting done, your ICX-7150-C12P Switch is stuck in bootmode and tried to complete the software recovery. However, you were unable to complete the software recovery as you were unable to install the drivers. 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,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Ruckus ICX 7150-C12P not rebooting

MuraliC — Wed, 18 Dec 2024 20:43:50 GMT

Thank you! I contacted through Chat and provided this post details, and received a confirmation email indicating that a case was opened (with priority P3). But it doesn't mention any timelines. What is the average resolution time? And once I get the RMA, how soon will I get the actual device?

Re: Ruckus ICX 7150-C12P not rebooting

pinky_ruckus — Wed, 18 Dec 2024 22:00:10 GMT

Hello @MuraliC ,

Thank you for the response.

Once the RMA process is started, you will receive an email from the RMA team with the shipping details of the replacement Switch.

The replacement Switch will be shipped within 2 to 3 business days.

Please wait for an email from the RMA team.

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community