topic Re: Why is it so difficult to get an RMA? in RUCKUS Support for Lennar Homes

Why is it so difficult to get an RMA?

RLW — Wed, 05 Feb 2025 22:41:35 GMT

We purchased this switch included in a Lennar home in July 2020. Connected Arris Modem and Netgear Nighthawk Dual-Band router between ISP and the 7150. Have had constant problems with the unit that were initially resolved by xFinity and a very helpful Ruckus tech person who had to take control of the switch to get it to reboot. That level of service is gone and the "Community" and "YouTube" videos helped until this week. Dozens of reboot attempts have failed after switching modem ports, router LAN and the 5e cables for 6e. have entered RMS requests twice on this site by filling out all the info with an image of all LED showing yellow. All I receive are emails directing me back to this site. The unit is defective!

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Thu, 06 Feb 2025 15:30:21 GMT

Hello @RLW ,

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I understand that your RUCKUS setup is not working and unable to connect to the Internet.

Could you please let us know the answers to the below queries to assist you better?

Was there any power outage before you started facing the issue?
Please refer to the below picture and share a picture of the same, showing the light status and the FULL Switch panel cable connections to the Switch ports)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let us know the answers to ALL the above queries or let us know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Mon, 10 Feb 2025 15:00:13 GMT

Hello @RLW ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

I would like to know if you require further assistance since our last correspondence. Should you have any questions or if the status of your case has changed, please let me know by responding to this post.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

RLW — Thu, 13 Feb 2025 17:37:59 GMT

No, it has not. The ICX7150-C12P will not reboot. I do not know where the photos are going as I have sent them twice. I have an Arris Surfboard S8200 modem that can handle 1 Gig.

Port 2 on that modem is connected properly to a Netgear Nighthawk 6850 via 6e cable as I can receive WiFi directly from the router if needed.

The Netgear Nighthawk 6850 has WiFi turned off before I connect another 6e cable from any of the 4 LAN ports on the router to any of the 12 POE ports on the ICX7150-C12P.

That cable has been connected to every one of the 12 POE ports and is presently in port 12. The two Ruckus 510 AP units have also been tried in every POE port and are presently in ports 1 and 2. No green LED ever appears on any of these ports.

The boot LED panel just flashes constantly and indicates the reboot never completes.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Fri, 14 Feb 2025 15:17:16 GMT

Hello @RLW ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Mon, 17 Feb 2025 15:46:17 GMT

Hi @RLW ,

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.

If we do not receive a response from you within 24 hours from the timestamp of this message, your case will proceed to closure.

Thank you.

Best regards,
Pinky Rajendran

RUCKUS Lennar Home Community

Re: Why is it so difficult to get an RMA?

RLW — Mon, 17 Feb 2025 17:30:22 GMT

ICX7150-C12P failure to boot and provide POE to R510 APs is still unresolved. Replacing router has not made a difference. Dozens of attempts to reboot have failed. Attempt to reinstall software failed.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Mon, 17 Feb 2025 19:18:17 GMT

Hello @RLW ,

Thank you for the response.

I understand that the Ruckus setup is not working.

Could you please let us know the answers to the below queries to assist you better?

1) Was there any power outage before you started facing this issue?

2) On your switch while it's plugged into the outlet, do you see any lights on? (Amber or green) Please let us know which lights are on. (Please refer to the below picture and share a picture of the same, showing the light status and the FULL Switch panel cable connections to the Switch ports)

3) May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. Also, light the status of Access Points.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let us know the answers to ALL the above queries or let us know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Thu, 20 Feb 2025 14:06:28 GMT

Hello @RLW ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Mon, 24 Feb 2025 17:41:38 GMT

Hello @RLW ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Wed, 26 Feb 2025 14:37:42 GMT

Hi @RLW ,

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.

If we do not receive a response from you within 24 hours from the timestamp of this message, your case will proceed to closure.

Thank you.

Best regards,
Pinky Rajendran

RUCKUS Lennar Home Community

Re: Why is it so difficult to get an RMA?

RLW — Wed, 26 Feb 2025 15:34:46 GMT

I have responded multiple times on this website to your emails including images. Dozens of reset attempts using all possible POE combinations have failed. I have attempted to download the files required for a reboot to factory but the specific "boot" file does not appear so it can be downloaded! I will just go with my Netgear and TP Link devices which provide stronger and highly reliable wifi signals to my 14 devices.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Wed, 26 Feb 2025 16:48:12 GMT

Hello @RLW ,

Thank you for the response.

I understand that you are facing issues while trying to share the pictures.

Please upload the pictures and videos on the Google drive link mentioned below as you were unable to post the images in the Community portal:

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

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

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Fri, 28 Feb 2025 15:11:07 GMT

Hello @RLW ,

Thank you for the response.

From the pictures you shared, I understand that the status lights on the Switch is Amber and the PWR light is Green, which means that the Switch is stuck in a boot mode.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to fix the issue when the Switch is in boot mode.

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

Please follow the process as explained in the article and let me know if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

RLW — Sat, 01 Mar 2025 17:41:29 GMT

I only have Mac products and the "guide" never does provide help on connecting to one. Both my iMac and MacBook Pro prevent access to https://putty.org/ as it is "unsafe." I borrowed a PC laptop to attempt to follow the "Guide" provided by you but there was only an "image" file and no "boot" file to download. I have decided to not attempt to set up ethernet connections for my desktop and 4 televisions. We have adapted to using WiFi via Arris Modem, Netgear R6850 router and TP-Link extender. Signal is more consistent and stronger.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Mon, 03 Mar 2025 15:19:12 GMT

Hi @RLW ,

Thank you for the response.

I understand that you are facing issues performing Software recovery on your Mac laptop

If you cannot use a Windows laptop, please try getting console access as described in the below link: We have instructions for MAC as well.

To assist with obtaining console access on a Mac, please refer to the following video:

Video on Console Access for Mac

Additional video: https://www.youtube.com/watch?v=ZUREx-161H4

Kindly disregard the drivers demonstrated in the video. Instead, please download and install the drivers listed below before accessing the switch via the Mac terminal:

Mac iOS System Solution:

Install the necessary drivers to enable communication with the switch (ICX-7150-C12P) using a USB Type-C to console cable.

Drivers:

Once done, please try Software Recovery process and let me know if you have any further questions.

Thank you for your patience.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Wed, 05 Mar 2025 13:57:40 GMT

Hello @RLW ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Mon, 10 Mar 2025 21:51:36 GMT

Hello @RLW ,

Greetings!

This is a follow-up in reference to the case you have opened in the Ruckus Lennar Support Community.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: Why is it so difficult to get an RMA?

pinky_ruckus — Wed, 12 Mar 2025 13:36:32 GMT

Hi @RLW

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.

If we do not receive a response from you within 24 hours from the timestamp of this message, your case will proceed to closure.

Thank you.

Best regards,
Pinky Rajendran

RUCKUS Lennar Home Community