topic Re: Ruckus ap not powering up in RUCKUS Support for Lennar Homes

Ruckus ap not powering up

RobertCostigan — Tue, 07 Jan 2025 19:25:35 GMT

Power went off in house and now lights aren’t one and devices aren’t powered on

Re: Ruckus ap not powering up

Imran_ruckus — Tue, 07 Jan 2025 19:47:46 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.

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: Ruckus ap not powering up

Imran_ruckus — Tue, 07 Jan 2025 20:42:09 GMT

Hi @RobertCostigan

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: Ruckus ap not powering up

RobertCostigan — Tue, 07 Jan 2025 21:10:09 GMT

Tried both steps and still not powering up

Re: Ruckus ap not powering up

RobertCostigan — Tue, 07 Jan 2025 21:57:56 GMT

I am requesting a call back from a tech to troubleshoot. 619-829-5009

Re: Ruckus ap not powering up

RobertCostigan — Tue, 07 Jan 2025 22:04:24 GMT

Requesting call back 619-829-5009

Re: Ruckus ap not powering up

RobertCostigan — Tue, 07 Jan 2025 22:47:00 GMT

Requesting callback 619-829-5009

Re: Ruckus ap not powering up

RobertCostigan — Wed, 08 Jan 2025 02:31:05 GMT

Still requesting assistance from tech support 619-829-5009

Re: Ruckus ap not powering up

Imran_ruckus — Wed, 08 Jan 2025 12:18:15 GMT

Hi @RobertCostigan

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: Ruckus ap not powering up

RobertCostigan — Wed, 08 Jan 2025 18:31:25 GMT

I had issues with the hard reset as it did nothing and when it came to the software recovery it didn’t prompt anything on the putty app

Re: Ruckus ap not powering up

Imran_ruckus — Wed, 08 Jan 2025 19:07:19 GMT

Hi @RobertCostigan

Thank you for the response and the update.

1. 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.

2. The IP scan is not required for the Software Recovery process, as the Switch IP address is not needed. However, please note that the switch will not obtain an IP address since it is currently stuck in boot mode. For detailed instructions, kindly refer to the Software Recovery process carefully outlined in the link below.

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

3. 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.

Let me know if you have any queries.

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus ap not powering up

RobertCostigan — Wed, 08 Jan 2025 20:51:01 GMT

went through full recovery mode and putty still didnt work. usb connected from laptop to switch and ethernet same as well

Re: Ruckus ap not powering up

Imran_ruckus — Wed, 08 Jan 2025 21:01:34 GMT

Hi @RobertCostigan

Thank you for the response and the update.

Could you please let me know if you have configured the IP address for the Device Manager network adapters and performed 'setenv' commands as described in the guide? (Refer to the below screenshots)

If you have performed the above steps, please share the screenshots of the same.

Please check and let me know.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus ap not powering up

RobertCostigan — Wed, 08 Jan 2025 21:03:00 GMT

Re: Ruckus ap not powering up

Imran_ruckus — Wed, 08 Jan 2025 21:10:43 GMT

Hi @RobertCostigan

Thank you for the response.

As mentioned in my previous post, could you please let me know if you have configured the IP address for the Device Manager network adapters and performed 'setenv' commands as described in the guide? (Refer to the below screenshots)

If you have performed the above steps, please share the screenshots of the same.

Please check and let me know.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus ap not powering up

RobertCostigan — Thu, 09 Jan 2025 01:32:13 GMT

yes i configured through the steps, please see below:

Re: Ruckus ap not powering up

RobertCostigan — Thu, 09 Jan 2025 03:08:28 GMT

Would it be possible to send a new device that is updated. A neighbor that lives in my community had the same issue and Ruckus sent him a new switch because the ones that were installed had two separate firmwares.

Re: Ruckus ap not powering up

Imran_ruckus — Thu, 09 Jan 2025 12:15:29 GMT

Hi @RobertCostigan

Greetings!!!

Thank you for the response and the update.

Apologies, as per the company policies we cannot proceed with the replacement for software-related issues or without trying the recommended troubleshooting steps.

Could you please share the below screenshots of your setup?

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus ap not powering up

RobertCostigan — Thu, 09 Jan 2025 15:46:06 GMT

I understand that this is the policy, however i have been 2 days without the use of my switch and access points and i have done these steps several times. at what point will a tech reach out to talk this over the phone to rectify the issue? contact info 619-829-5009

please see below screenshots as requested:

Re: Ruckus ap not powering up

Imran_ruckus — Thu, 09 Jan 2025 16:12:04 GMT

Hi @RobertCostigan

Thank you for the response and the update.

Please configure the Default Gateway IP address as '192.168.0.2' as described in the guide. (Refer to the below screenshot)

Once done, please start the Software Recovery process once again from 'setenv' commands.

Please let me know how it goes.

Thank you for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.