topic Re: ICX-7150-C12P - Connectivity Issues after Power Outage in RUCKUS Support for Lennar Homes

ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Tue, 04 Feb 2025 01:56:06 GMT

Recently had a power outage few weeks ago and after the power returned, the internet has been unstable every 30-60 seconds. It is a Lennar home that has the ICX-7150-C12P switch with three R510 APs connected to an AT&T Fiber Modem (BGW320-505).

Ethernet and Wi-Fi connection is stable but it's the internet that times out every 30-60 seconds. Websites will not load sometimes, Ring doorbell will time out after 30-60 seconds when viewing live feed, and Teams/Zoom/Wi-Fi calls will disconnect randomly.

When logging into the unleashed network, it shows the internet is disconnected with a red "x" under DNS.

Steps I have taken so far to diagnose:

Reset the switch and updated the firmware to switch firmware for both primary and secondary boot.
Reset the APs and updated the firmware.
Multiple power resets and connecting one AP at a time.
Verified the switch boot is in switch mode.
Verified that when I connect directly to the AT&T network (ethernet or Wi-Fi), the connection is always solid with no internet timeouts.

My suspicion is the switch is faulty. I have pictures of the setup in case that can help.

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Tue, 04 Feb 2025 02:04:45 GMT

Ports 1-3 are used by R510 APs.
Port 11 is connection to the AT&T router/modem.

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

Imran_ruckus — Tue, 04 Feb 2025 12:28:57 GMT

Hi @at25

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 intermittent internet connectivity.

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

Please unplug the ethernet cable of port 11 of the Switch that comes from the ISP (Internet Service Provider’s) Router and plug it back into any other available 1-in-12 ports as highlighted in the below screenshot. Once done, please reboot (unplug and plug from the power outlet) your ISP Router once and once it comes up, check the internet connection stability via RUCKUS.

Please let me know how it goes.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Tue, 04 Feb 2025 15:41:20 GMT

Hi Imran!

Thank you for the quick reply. I changed it to port #12 and I am still experience the same issue. Before the power outage, it used to be connected to C1 when it operated normally.

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

Imran_ruckus — Tue, 04 Feb 2025 16:07:11 GMT

Hi @at25

Thank you for your recent correspondence and update.

We may need to check some configurations of your RUCKUS ICX-7150-C12P Switch to troubleshoot this issue.

To proceed with troubleshooting the issue, please follow the steps outlined below to access the Command Line Interface (CLI) and provide the necessary command outputs:

1. First, identify the current IP address assigned to the switch ICX-7150-C12P by your local router. You can use an IP scanner tool to easily locate the switch's IP address on your network. Here is a guide on how to perform this using IP Scanner free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-find-the-IP-Address-of-the-RUCKUS-Devices-Switch-and-APs/ta-p/77863

2. Once you have identified the IP address of the switch, proceed to access the Command Line Interface (CLI) of the RUCKUS ICX-7150-C12P switch. Here is a guide on how to access the CLI:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-access-the-Command-Line-Interface-CLI-of-the-RUCKUS-ICX/ta-p/74450

If you can access the Command line the prompt should look like the below:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

3. After successfully accessing the CLI, please execute the following commands and provide the outputs:

enable

show version

show flash

show inline power

show inline power detail

show interface brief

Please share the command outputs or screenshots if you encounter any issues or errors during these steps.

Feel free to reach out if you have any questions or require further assistance.

Thank you for your cooperation and patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Tue, 04 Feb 2025 19:51:07 GMT

See screenshots of command outputs below:

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

Imran_ruckus — Tue, 04 Feb 2025 20:57:52 GMT

Hi @at25

Thank you for your response and the update.

After reviewing the command outputs, everything appears to be functioning normally.

At this stage, we recommend performing a factory reset on your Access Points. You can follow the steps outlined in the RUCKUS Lennar Knowledge Base article linked below:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Factory-reset-process-of-the-RUCKUS-R510-Access-Points-for/ta-p/73964

If you need any assistance during the process, please don't hesitate to reach out.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Tue, 04 Feb 2025 21:04:37 GMT

I performed a reset and still have the same issue. Are there settings I should configure under the switch or APs after resetting?

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

Imran_ruckus — Wed, 05 Feb 2025 12:11:19 GMT

Hi @at25

Greetings!!!
Thank you for the response.

There are no any additional configurations required.

Please follow the step-by-step process as explained in the reset article and perform again.

Thank you again for your understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Wed, 05 Feb 2025 19:46:28 GMT

I performed the reset as described in the link and I am still seeing the same issue unfortunately.

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

Imran_ruckus — Wed, 05 Feb 2025 21:01:40 GMT

Hi @at25

Greetings!!!
Thank you for the response and the update.

Please make sure to follow the below process:

As you have 3 Access Points in your setup, remove the cables of any TWO Access Points from the Switch ports, and perform the factory reset on the ONE connected access point. Once you complete it, connect the unplugged Access point cables back to the Switch ports and they will sync up with the configurations from the factory reset Access Point.

Let me know how it was performed before.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi
RUCKUS Lennar Home Community

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Thu, 06 Feb 2025 01:28:41 GMT

Hi Imran,

I disconnected all 3 APs and then connected only one and performed the reset. Finished configuration and reconnected the other 2 APs.

All 3 APs are functional and working. However, we are still experiencing intermittent internet drops every 30-60 seconds.

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

Imran_ruckus — Thu, 06 Feb 2025 12:15:31 GMT

Hi @at25

Greetings!!!

Thank you for the response and the update.

Could you please log into your ISP (AT&T) account and share a screenshot showing the information illustrated in the below screenshot?

Please share the requested screenshot.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Fri, 07 Feb 2025 05:56:06 GMT

See below:

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

Imran_ruckus — Fri, 07 Feb 2025 12:22:02 GMT

Hi @at25

Greetings!

Thank you for your prompt response and the update.

The information provided appears to be accurate.

Could you kindly perform the factory reset on the Access Points once again? This time, please use different Access Points while leaving the other two unplugged.

Additionally, we would appreciate it if you could record a brief video of the factory reset process on your laptop and upload it to the following Google Drive folder:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz

Thank you once again for your continued patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Sun, 09 Feb 2025 15:28:40 GMT

Hi Imran,

The internet is fully functional now. Before I performed a factory reset, I disconnected all Ethernet ports from the switch except for 1 AP and the gateway. I then noticed the WiFi was working flawlessly. I plugged everything back in and noticed a ethernet cable labeled D.M. (I assume this stands for demarcation which I believe is a telephone line) which I kept unplugged. When I plugged it back in, I saw the same issues. So I have it disconnected now and the system is functional.

Also, AT&T tried to help and modified the IP passthrough to include the switch MAC address. Internet still works fine but any issues with that?

Thank you for your support.

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

Imran_ruckus — Mon, 10 Feb 2025 12:51:34 GMT

Hi @at25

I hope this message finds you well.

Thank you for your response and for providing the update.

It's great to hear that the issue has been resolved.

However, I kindly request that you disable IP Passthrough. With Passthrough enabled, your devices are assigned public IP addresses by your Internet Service Provider’s router, which is not recommended. Devices should instead be assigned private IP addresses for security and optimal network performance.

Should you have any questions or need further clarification, please don't hesitate to reach out.

Thank you again for your patience.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

at25 — Mon, 10 Feb 2025 19:39:41 GMT

Sounds good, I will disable IP passthrough.

Thank you for your help!

Re: ICX-7150-C12P - Connectivity Issues after Power Outage

Imran_ruckus — Tue, 11 Feb 2025 12:18:17 GMT

Hi @at25

Thank you for the response.

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.