topic Re: Ping is not alive and "can't get Kernel image" error in RUCKUS Support for Lennar Homes

Ping is not alive and "can't get Kernel image" error

Shome — Wed, 15 Jan 2025 00:04:55 GMT

I have Lennar home. ICX-7150 switch is not working with amber/green light after power failure. I to reset it by pressing reset button but the lights became blinking. So, I turned off the firewall and followed the software recovery guidelines in the forum. However, I got the "Ping is not alive" error. So, I followed another guidelines from the forum (https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-host-192-168-0-x-is-not-alive-not-alive-error-during-the/ta-p/72117) but the light didn't turn green and I got "Can't get Kernel image" error. Please advise on how to fix the switch. FYI, my internet and router are working.

Thanks.

Re: Ping is not alive and "can't get Kernel image" error

Imran_ruckus — Wed, 15 Jan 2025 12:22:23 GMT

Hi @Shome

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 with the RUCKUS ICX-7150-C12P Switch that is stuck in boot mode and the Software Recovery process isn’t working.

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:

1. Could you please share a screenshot of the command line showing the error after fixing the ‘not alive’ issue?

2. Please share a picture showing the Software Recovery cable connections between the RUCKUS ICX-7150-C12P Switch and the laptop.

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

Help with 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: Ping is not alive and "can't get Kernel image" error

Imran_ruckus — Fri, 17 Jan 2025 12:42:14 GMT

Hi @Shome

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: Ping is not alive and "can't get Kernel image" error

Shome — Fri, 17 Jan 2025 17:20:16 GMT

Hi Imran,

Thanks for the response. I cannot attach any pictures on this forum even though I have logged in. There is no camera button to attach pictures. There is URL button but there are no camera, video, and emoticon buttons. I took screenshots of my computer and cable connections before I sent my first message thinking I could attach them. However, this forum didn’t allow me to attach any pictures.

Anyway, I have followed the instructions on this forum when I got ping error message (https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-host-192-168-0-x-is-not-alive-not-alive-error-during-the/ta-p/72117). However, when I did it, I got “Bad Kernel Image” error at the end.

The cable connections from my computer to the switch are correct. I followed exactly what requested in the guidelines for the cable connections (https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483). I had Ethernet cable connected from my computer to the switch. Also I had USB cable connected from my computer to the switch.

FYI, my firewall on the computer was also turned off.

I think the switch is broken and needs to be replaced.

Thanks.

Re: Ping is not alive and "can't get Kernel image" error

Imran_ruckus — Fri, 17 Jan 2025 18:46:01 GMT

Hi @Shome

Greetings!

Thank you for your prompt response and the detailed information.

When logged in, you should be able to upload the pictures without any issues. However, if you encounter any difficulties, please use the following Google Drive link to upload the requested pictures.

https://drive.google.com/drive/folders/1bi2LOVqXDZvv_SU188gEc5_vwTt4jhfD

Thank you once again for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Ping is not alive and "can't get Kernel image" error

Shome — Sat, 18 Jan 2025 01:00:15 GMT

Hello Imran,

I was and am logged in. As mentioned before, there are no emoticon, camera, and video buttons. The buttons stops at URL upload only. I will try to upload the pictures on the google drive tomorrow so that you could see. As I mentioned before, I connected my computer to the switch correctly. I followed all the guidelines in this forum for software recovery and my computer saw the Ethernet connection. The problem is the switch itself. It is broken. I noticed other people had same issues with me regarding Kernel image error and it was due to broken switch.

Thanks.

Re: Ping is not alive and "can't get Kernel image" error

Shome — Sat, 18 Jan 2025 15:45:20 GMT

Hi Imran,

I am able to send images when I sent the message from my computer instead of ipad. Please see attached pictures for the cable connections.

Below is the screenshot for the ping is not alive error.

Below is the screenshot of the "Can't get Kernel image" error when I tried to follow this guidelines (https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-host-192-168-0-x-is-not-alive-not-alive-error-during-the/ta-p/72117). The guidelines said to still try it even when I got ping is not alive error. Here is the screenshot:

Thanks.

Re: Ping is not alive and "can't get Kernel image" error

Imran_ruckus — Mon, 20 Jan 2025 13:00:38 GMT

Hi @Shome

Greetings of the day!!!

Thank you for your response and PRIVATE CHAT and sharing the requested PICTURES and a VIDEO.

Based on the troubleshooting done, your ICX-7150-C12P Switch is stuck in boot mode, hard reset, and Software Recovery is not working. Tried multiple times. 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.

Re: Ping is not alive and "can't get Kernel image" error

Shome — Mon, 20 Jan 2025 15:10:10 GMT

Hi Imran,

Thanks for the response. I will contact through the link you provided me.

Thanks.

Re: Ping is not alive and "can't get Kernel image" error

Imran_ruckus — Mon, 20 Jan 2025 15:29:45 GMT

Hi @Shome

Thank you for your response.

Please feel free to reach out if you require any further assistance.

I appreciate your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: Ping is not alive and "can't get Kernel image" error

Shome — Tue, 28 Jan 2025 03:19:55 GMT

Hi Imran,

Thanks for your help. I just want to let you know that I installed the new switch on the weekend. It works now.

Thanks for responding to my post.

Re: Ping is not alive and "can't get Kernel image" error

Imran_ruckus — Tue, 28 Jan 2025 12:18:38 GMT

Hi @Shome

Thank you for the response.

Great!!! Good to know that the issue is now resolved.

We appreciate your time and patience on this case.

Thank you again for contacting RUCKUS Lennar Home Community and feel free to contact us for future queries.

Have a great day ahead!!!

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

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.