topic Re: ICX 7150-C12P Not Connecting to Internet in RUCKUS Support for Lennar Homes

ICX 7150-C12P Not Connecting to Internet

cfritsche — Mon, 17 Feb 2025 15:28:37 GMT

I have the Rukus ICX 7150-C12P that was installed in my Lennar Home. There is an amber light on the SYST indicator and the unit is not connecting to the internet. We followed the instructions that we found in the forum for updating the software using Putty and the other alternative method. However, when connecting the console cable to a computer, the Rukus switch is not communicating with the computer. We are unable to complete the software update for this reason. serial number FEK********

We are kindly requesting an RMA.

Re: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Mon, 17 Feb 2025 17:01:46 GMT

Hi @cfritsche ,

Greetings!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

From the case description, 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 the 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

Also, I understand that you have followed the steps online and still stuck in boot

May I please know if you have performed reset on Switch multiple times and if the reset still doesn’t work, could you please mention the point where you are getting stuck during Software recovery.. If you could share screenshot, we could look into the matter and assist you accordingly.

Also, please share a picture of the software recovery cable connections between Switch and laptop.

Thank you again for your patience and understanding.

Best regards, Pinky Rajendran

RUCKUS Lennar Home Community.

Re: ICX 7150-C12P Not Connecting to Internet

cfritsche — Mon, 17 Feb 2025 21:30:57 GMT

Yes, we have performed reset on the Switch multiple times and that still didn't work. When following the instructions for Software recovery, the point where we were getting stuck is when the Putty would not connect to the Switch. The Putty screen remains blank after we reset the power on the Switch multiple times.

connections on laptop USB C and Ethernetconnections on switch from laptopno response on Putty when doing a power reset

Re: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Mon, 17 Feb 2025 21:58:01 GMT

Hello @cfritsche ,

Thank you for the response and sharing the update.

I understand that you are facing issues while you are performing Software recovery after the reset.

Could you please share the screenshot once you open the Putty app?

Once we have the screenshots, we will guide you on how to proceed further.

Thank you again. We appreciate your patience and understanding.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.

Re: ICX 7150-C12P Not Connecting to Internet

cfritsche — Wed, 19 Feb 2025 01:17:06 GMT

Hello,

The screenshot of Putty that I share is exactly what we see on the screen when launching Putty. It doesn't change when resetting the switch. It stays a blank screen.

Re: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Thu, 20 Feb 2025 13:49:33 GMT

Hello @cfritsche ,

Thank you for the response.

I understand that you are getting stuck while performing the software recovery.

I would request you to please share the cable connection between the Switch and the laptop while performing software recovery. (Please see the below picture as reference)

Also, please share the screenshot of the COM port details. COM port details should be with the silicon lab name in the device manager.

I would request you to please check if both the drivers are installed as per the software recovery article.

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

Could you please restart the laptop after installing the drivers and check the COM port details in the Device Manger from the Control Panel?

Also, please wait for few minutes and check if boot> prompt is visible.

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

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: ICX 7150-C12P Not Connecting to Internet

cfritsche — Thu, 20 Feb 2025 14:23:20 GMT

Hello,

The screenshot of Putty that I share is exactly what we see on the screen when launching Putty. It doesn't change when resetting the switch. It stays a blank screen.

Re: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Thu, 20 Feb 2025 14:46:22 GMT

Hello @cfritsche ,

Thank you for the response.

I would request you to please share the cable connection while performing software recovery. (Please see the below picture as reference)

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: ICX 7150-C12P Not Connecting to Internet

cfritsche — Thu, 20 Feb 2025 21:28:21 GMT

Here is the cable connection between the Switch and the laptop:

Here is the screenshot of the COM port details and the lack of response from Putty:

Re: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Fri, 21 Feb 2025 15:39:25 GMT

Hello @cfritsche ,

Thank you for the response.

I would request you to please check if both the drivers are installed as per the software recovery article.

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

Could you please restart the laptop after installing the drivers and check the COM port details in the Device Manger from the Control Panel?

Also, please wait for few minutes and check if boot> prompt is visible.

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

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Wed, 26 Feb 2025 14:47:49 GMT

Hello @cfritsche ,

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: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Fri, 28 Feb 2025 15:14:23 GMT

Hello @cfritsche ,

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: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Mon, 03 Mar 2025 15:49:26 GMT

Hello @cfritsche ,

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: ICX 7150-C12P Not Connecting to Internet

cfritsche — Mon, 03 Mar 2025 21:50:58 GMT

Sorry for the delayed response. Yes, all drivers were installed, and the laptop was Rebooted. We waited a few minutes and the boot prompt did not appear. We are experiencing the same results as were communicated previously. All screenshots have been provided. Please kindly advise of next steps for RMA.

Re: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Mon, 03 Mar 2025 22:05:21 GMT

Hello @cfritsche ,

Thank you for the response.

For us to assist you further, could you please share the screenshot of the COM port details from the device manager and the Putty as well?

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

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

Re: ICX 7150-C12P Not Connecting to Internet

cfritsche — Mon, 03 Mar 2025 22:32:57 GMT

The screenshot of the COM port details from the device manager and the Putty were shared in previous messages. Please confirm you received.

Re: ICX 7150-C12P Not Connecting to Internet

pinky_ruckus — Tue, 04 Mar 2025 14:02:01 GMT

Hello @cfritsche ,

Thank you for sharing the information.

Based on the troubleshooting done, your ICX-7150-C12P Switch is stuck in bootmode and tried to complete the software recovery. However, you were unable to complete the software recovery as you the boot option is not visible. 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,

Pinky Rajendran

RUCKUS Lennar Home Community.