topic Re: Defective Ruckus System in RUCKUS Support for Lennar Homes

Defective Ruckus System

MoLennarHome — Tue, 07 Jan 2025 20:02:42 GMT

Hello,

After a power outage, my Ruckus system for my Lennar home no longer works. I followed the step-by-step guide for the System Reset as well as for the Flash Recover; however, nothing works. There is no light on any of the 3 access-point-routers in my home, and the primary router that is connected to my actual Internet port does not work. I need this problem fixed as soon as possible. How do I get a technician to my home to fix this? I would greatly appreciate the help.

Re: Defective Ruckus System

Imran_ruckus — Tue, 07 Jan 2025 20:16:17 GMT

Hi @RobertCostigan

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 your RUCKUS Access Points are not powering ON after a power outage.

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.

This forum is on a best-effort support basis.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes. However, do not worry I will assist you step-by-step.

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

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

MoLennarHome — Tue, 07 Jan 2025 20:30:49 GMT

Re: Defective Ruckus System

MoLennarHome — Tue, 07 Jan 2025 20:32:00 GMT

I have uploaded 3 photos above. I took a video as well but it will not let me upload it.

Re: Defective Ruckus System

Imran_ruckus — Tue, 07 Jan 2025 20:57:47 GMT

Hi @MoLennarHome

Greetings!!!

Thank you for the response and the information shared.

From the picture you shared, I see an Amber/Yellow light on the SYST LED of the RUCKUS ICX-7150-C12P Switch. This means the Switch is stuck in boot mode.

To troubleshoot this issue, please refer to the below RUCKUS Lennar Knowledge Base self-help article.

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

Please let me know if you are stuck at any point following the steps.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Defective Ruckus System

MoLennarHome — Tue, 07 Jan 2025 21:03:34 GMT

Thank you for responding. However, if you read my initial message, you would have seen that I've already tried both the "Reset" method as well as the "Software Recovery Process" method. Nothing is working. This is why I requested the help. Please advise how I can get this problem fixed as soon as possible.

Re: Defective Ruckus System

Imran_ruckus — Wed, 08 Jan 2025 12:39:53 GMT

Hi @MoLennarHome

I hope this message finds you well.

Thank you for your prompt response and the update.

As you mentioned that you have already attempted the Software Recovery, could you please clarify at which step you encountered difficulties? Additionally, kindly provide pictures of the software recovery cable connections between the laptop and the switch, as well as any relevant screenshots from the recovery process.

We truly appreciate your patience and cooperation.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Defective Ruckus System

MoLennarHome — Wed, 08 Jan 2025 16:08:43 GMT

Hello, I am not near my computer at home at the moment. Please allow me some time to send you these photos.

Re: Defective Ruckus System

Imran_ruckus — Wed, 08 Jan 2025 16:42:11 GMT

Hi @MoLennarHome

Thank you for the response and the update.

Sure, please share the requested information at your convenience.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Defective Ruckus System

Imran_ruckus — Fri, 10 Jan 2025 13:24:02 GMT

Hi @MoLennarHome

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: Defective Ruckus System

MoLennarHome — Fri, 10 Jan 2025 15:56:59 GMT

Hello, I have been unable to attend to this issue due to other commitments. Please do not close this request - I am trying my best to get back to it. I still have the issue and need help fixing it. I will update you as soon as I am able to attend to it again.

Re: Defective Ruckus System

MoLennarHome — Fri, 10 Jan 2025 15:58:36 GMT

Please clarify this: when I am pressing the reset button, should the Ruckus port be unplugged, or should it remain plugged when I am pressing the reset button?

Re: Defective Ruckus System

Imran_ruckus — Fri, 10 Jan 2025 16:04:08 GMT

Hi @MoLennarHome

Thank you for the response and the update.

Sure, please share the requested information at your convenience.

For the hard reset process, please refer to the below RUCKUS Lennar Knowledge Base self-help article and the Video.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Process-for-performing-a-physical-factory-reset-hard-reset-on/ta-p/80783

Video: https://www.youtube.com/watch?v=6jHMTdo_hK4

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.

Re: Defective Ruckus System

MoLennarHome — Fri, 10 Jan 2025 16:12:18 GMT

The video does not address this. Please confirm whether I have to unplug the port and press reset, or whether I have to leave the port plugged in while pressing reset.

Re: Defective Ruckus System

Imran_ruckus — Fri, 10 Jan 2025 16:20:40 GMT

Hi @MoLennarHome

Thank you for your response.

I’m not entirely certain which port you are referring to. Could you kindly provide further clarification?

Thank you again for your patience.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Defective Ruckus System

MoLennarHome — Fri, 10 Jan 2025 18:18:44 GMT

The Ruckus port in the video you sent me. The equivalent that sits in my home - it has a reset button. However, it is unclear whether the reset button is pressed while the Ruckus port is plugged or unplugged. I need clarity on this.

Re: Defective Ruckus System

Imran_ruckus — Fri, 10 Jan 2025 20:54:55 GMT

Hi @MoLennarHome

Thank you for the response and the update.

Please check the response below:

1. Locate the reset button.

2. Power off the switch.

3. Press and hold the reset button

4. Power on the switch

5. Release the reset button

6. Wait for the reset process to complete

7. Verify the reset

Explanation of the same above mentioned points has been explained in the article mentioned below, please refer to the same.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Process-for-performing-a-physical-factory-reset-hard-reset-on/ta-p/80783

Thank you again for your understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Defective Ruckus System

MoLennarHome — Fri, 10 Jan 2025 21:39:04 GMT

Thank you for understanding. The reset option is not working, so I am trying the second option again. I am stuck at the part where we must configure the IP address. It is not giving me the same prompts as the instructions. Please see the image enclosed...this is an extremely complex thing to expect a homeowner to do. Why can't I have an expert do this for me? Why are you subjecting me to all this? I paid for this system and for you not to have a technician fix it is egregious.

Re: Defective Ruckus System

MoLennarHome — Fri, 10 Jan 2025 21:40:31 GMT

Re: Defective Ruckus System

MoLennarHome — Fri, 10 Jan 2025 22:12:49 GMT

I have been at this for a long time over the course of many days. Your explanations are terrible and confusing. I am not a computer programmer. I don't understand what putty and microlab are. I don't even know if you've forced me to download viruses in my computer. Please, it cannot be that difficult to put me in contact with someone that can fix my damaged Ruckus port. This is a design defect on Ruckus' end, not mine. This can be fixed in a much easier way than me having to get a degree in computer science. Please have some mercy and get me real help rather than directing me through this complex process that a layperson cannot navigate, and which is loaded with poorly explained material.