topic Re: ICX 7150-c12P no communication in RUCKUS Support for Lennar Homes

ICX 7150-c12P no communication

vjeanpies — Thu, 09 Jan 2025 16:27:34 GMT

I have 2 Switches SN:FEK3849Q4P4 /SN: FEK3834SOYP

The switches do not communicate through Serial /Telnet or any other connections. one switch all lights stay one the other I have Diag lights on. i have tried resetting to defaults on both switches without luck also one switch has a biuzzing noise coming from it, i am aware of lifetime warranty for hardware defects and i belive that these switches fall under those categories

Re: ICX 7150-c12P no communication

MariaC862 — Mon, 13 Jan 2025 18:10:05 GMT

Hello!

Please make sure the serial cable is a known-good cable, and confirm if its properly recognized, as sometimes is needed to download and install the drivers. Here to download the drivers.

If the issue persists, I recommend contacting our support team to open a ticket, if an RMA is needed they will guide you through it.

Thanks!

Re: ICX 7150-c12P no communication

vjeanpies — Fri, 17 Jan 2025 11:42:18 GMT

How do I contact support for lennar?

Re: ICX 7150-c12P no communication

Imran_ruckus — Tue, 21 Jan 2025 13:58:43 GMT

Hi @vjeanpies

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.

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. Can you confirm if your RUCKUS setup was previously operational and if there were any power outages before the issue began?
2. 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.

3. Could you please share the Pictures of the serial number stickers usually situated at the rear end of the RUCKUS Switch?
4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

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

Please help me with ALL 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: ICX 7150-c12P no communication

Imran_ruckus — Mon, 27 Jan 2025 12:52:40 GMT

Hi @vjeanpies

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: ICX 7150-c12P no communication

vjeanpies — Mon, 27 Jan 2025 15:07:05 GMT

the setup was originally working. I have 2 access points. I have 2 switches also. The lights show differently on each switch but the are both solid none of the access points work when attached to the switch.

Re: ICX 7150-c12P no communication

Imran_ruckus — Mon, 27 Jan 2025 15:29:16 GMT

Hi @vjeanpies

Thank you for the response and the information you shared.

Please try hard resetting the Switch multiple times (Minimum 30+ times).

Refer to the below RUCKUS Lennar Knowledge Base self-help article for the process.

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

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 no communication

vjeanpies — Mon, 27 Jan 2025 16:49:28 GMT

I have tried the reset multiple times and still no change at all

Re: ICX 7150-c12P no communication

Imran_ruckus — Mon, 27 Jan 2025 17:05:48 GMT

Hi @vjeanpies

Thank you for your response and the update.

If the reset does not resolve the issue, performing a Software Recovery on the switch will be the only next step.

For detailed instructions on how to proceed, please refer to the RUCKUS Lennar Knowledge Base article linked below:

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

Should you encounter any difficulties during the Software Recovery process, please don’t hesitate to reach out. I’ll be happy to assist you further.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: ICX 7150-c12P no communication

vjeanpies — Mon, 27 Jan 2025 23:22:08 GMT

How am I able to do a software recovery if the switch is not responding to serial or telnet connection all I get when I try to connect is a black box nothing more

Re: ICX 7150-c12P no communication

Imran_ruckus — Tue, 28 Jan 2025 12:25:45 GMT

Hi @vjeanpies

Greetings!!!

Thank you for the response and the update.

Please make sure to follow the below steps.

1. 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), There should be COM details for RUCKUS Switch with a name 'Silicon Labs' Please check and let me know if that works.

2. The IP scan or Telnet 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

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: ICX 7150-c12P no communication

vjeanpies — Tue, 28 Jan 2025 13:04:38 GMT

I have already done this process the COM port is COM8 on one switch and COM3 on the other device it is recognized but there is nothing happening in the command line. Im not able to type anything.

The devices are not stuck in boot mode they are not responding at all. How do i start an RMA?

Re: ICX 7150-c12P no communication

Imran_ruckus — Tue, 28 Jan 2025 13:35:20 GMT

Hi @vjeanpies

Thank you for your response and the update.

Please allow some time after entering the COM details, as the command line in PuTTY should appear shortly.

Kindly note that, according to our policies, RMA requests are not covered for software-related issues or if the recommended troubleshooting steps have not been attempted.

Please keep me informed of the outcome.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: ICX 7150-c12P no communication

vjeanpies — Tue, 28 Jan 2025 17:18:16 GMT

How long do you want me to wait until the command line pops up? I’m not new to this. I can give it 30 minutes and nothing shows up in the command line. It doesn’t respond. I can’t type anything in. I can’t upload any new software update. The box will not allow a full reset. It’s a brick. Please let me know what I can do to get this issue resolved thank you

Re: ICX 7150-c12P no communication

Imran_ruckus — Tue, 28 Jan 2025 19:25:58 GMT

Hi @vjeanpies

Thank you for your response and the update.

Could you kindly provide screenshots of the error message, as well as a screenshot from Device Manager showing the COM port details? Additionally, please include a picture demonstrating the Software Recovery cable connections between the switch and the laptop.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: ICX 7150-c12P no communication

Imran_ruckus — Fri, 31 Jan 2025 12:16:10 GMT

Hi @vjeanpies

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: ICX 7150-c12P no communication

vjeanpies — Fri, 31 Jan 2025 14:27:07 GMT

Please note I provided all photos in the beginning of this conversation as requested of me. I feel like I’m being told to do steps over and dragging this conversation further for no reason you guys know that this item has gone defective. Please save us from going back-and-forth, please do what’s right

Re: ICX 7150-c12P no communication

Imran_ruckus — Fri, 31 Jan 2025 20:45:57 GMT

Hi @vjeanpies

Thank you for your response and the update.

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 best best-effort support basis.

As per the company policies, we cannot proceed with the RMA for software-related issues that can be solved following the troubleshooting steps or without the required information.

As mentioned in my previous post kindly provide screenshots of the error message, as well as a screenshot from Device Manager showing the COM port details? Additionally, please include a picture demonstrating the Software Recovery cable connections between the switch and the laptop.

However, if you continue to have difficulty following the steps, we recommend that you seek outside help or a technician.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

Re: ICX 7150-c12P no communication

vjeanpies — Mon, 03 Feb 2025 04:56:01 GMT

You do not have permission to upload images. I keep getting this error message when im trying to upload the pictures you requested. please provide me the permission to upload to this chat. I had permission in the beginning and now i dont have permission. how am i able to continue with this ticket if permission is not granted?

Re: ICX 7150-c12P no communication

vjeanpies — Mon, 03 Feb 2025 04:59:21 GMT

here are the Photos requested with both my switches connected to my laptop.

one switch shows connected to COM4 and black putty screen with no communication at all.

second switch shows connected to COM8 and black putty screen with no communication at all