topic Re: Connection issues in RUCKUS Support for Lennar Homes

Connection issues

daniel_deusterm — Tue, 22 Nov 2022 21:04:22 GMT

We've been having intermittent outages since July '22. Everything on the ISP end is good. Last year we had our switch replaced do to faulty firmware. I cannot for the life of me figure out what the issue is. We lose connection and the equipment power cycles. Connection loss lasts anywhere from a few minutes to an hour or more. Some days are fine, other days it won't stay connected for more than a few minutes at a time. Connection loss happens on both wired and wireless.

ICX7150-C12P

3x R320

Re: Connection issues

Yarenis — Tue, 22 Nov 2022 21:22:45 GMT

Hi @daniel_deusterm

From your description, it looks like your Switch (ICX7150 Switch) may be booting from the wrong partition, let me add the guide to fix the issue.

Note: if you have access to the Unleashed Dashboard and the Switch can be seen from there, it may look like the following Image, ICX7150-C12-Router instead of ICX7150-C12-Switch.

How to Fix Routing code issues on Lennar Home users via Web GUI.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users-via-Web-GUI/td-p/47959

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Connection issues

daniel_deusterm — Tue, 22 Nov 2022 21:33:36 GMT

Ok. I have the switch address, but none of the passwords work to get into it. Please advise. Sure would be a lot easier to talk with someone on the phone and have them remote in via teamviewer.

Re: Connection issues

Yarenis — Tue, 22 Nov 2022 22:13:40 GMT

Hi @daniel_deusterm

If none of the password are working, you need to gain access via console and perform a password recovery before gain access to the Switch via web, now like you will gain access to the Switch via CLI/Console to perform the password recovery from there you can also fix the routing code issue, I will add the guide too.

Note:Lennar Home's client receive support over the forum only.

1:Software recovery steps:

Note:you may need to check the console access guide, because that will be the first step, before start the password recovery.

Password Recovery on a Ruckus ICX Tutorial video:

https://www.youtube.com/watch?v=XJS28DWbHM4&t=98s

1:Console access to the switch

2:Reset the device (power cycle the switch)

Commands:

3- Enter “b” to stop at boot monitor

Enter the next command

no password

(skips the password check when the system comes back in the next boot)

4- Enter the next command

boot

5: Set new password commands:

Enable

Config t

Enable super-user-password “password”

Wr mem

Reload

Guide to fix the routing code issue via CLI

How to Fix Routing code issues on Lennar Home users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users/td-p/47305

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-solve-the-routing-code-issue-in-your-ICX7150-Switch/td-p/47335

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Connection issues

daniel_deusterm — Wed, 23 Nov 2022 17:58:11 GMT

Will a phone charger cable work to hack into the switch?

What happens if I'm unable to figure this out? I'm SOL?

If I'm able to figure this out, how do I prevent it from happening again?

Do you offer any equipment more suitable for residential use that does not require a degree in computer science to setup and maintain?

Best regards,

Daniel

Re: Connection issues

Vásquez_Fer — Wed, 23 Nov 2022 18:05:34 GMT

Hi @daniel_deusterm

Hope you are doing well

You can try to use it the most important part is to install the software to read the cable on your PC.

Many times the type C cable that is used to charge does not work other times it does.

This problem occurs because the switch has 2 partitions, so when it is rebooted, the wrong one begins to run.

Once you have CLI ( command line ) access it is quite easy to fix this problem and prevent it

1-Here is a quick guide to understand how to fix the 'routing code issue' but basically you need only need to run the following commands once you are on the command line 'CLI'

Note: Hit Enter to accept each command

enable

copy flash flash secondary

boot system flash secondary yes

example:

ICX7150-24P Router>enable (hit enter to accept the command)
ICX7150-24P Router#copy flash flash secondary (hit enter to accept the command and wait : until the flash finished )
ICX7150-24P Router#boot system flash secondary yes ( hit enter to accept the command : the switch will reboot )

How to Fix Routing code issues on Lennar Home users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users/td-p/47305

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-solve-the-routing-code-issue-in-your-ICX7150-Switch/td-p/47335

2- How to access using a console cable (usb to usb type C )

How to console in the ICX-7150-C12P

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12c-using-a-Windows-Machine/td-p/46759

Once you are log in the ICX-7150-C12P please follow up the same steps that are on point '1'

Best Regards

Fernando Vasquez

Re: Connection issues

daniel_deusterm — Wed, 23 Nov 2022 18:30:42 GMT

What happens now if I can't do this? I don't have the correct cord.

Re: Connection issues

Vásquez_Fer — Thu, 24 Nov 2022 17:17:54 GMT

Hi @daniel_deusterm

You need to get a good one cord also I am seeing you tried to access via ssh or telnet please make sure you try all password combinations.

super/sp-admin / admin/ Lennar admin/ Ruckus1 also the same credentials you use to access to the unleashed dashboard

Best Regards

Fernando Vasquez

Re: Connection issues

daniel_deusterm — Wed, 23 Nov 2022 19:08:30 GMT

A good one cord? Any recommendations?

I haven't tried accessing anything since yesterday. I tried all password combos. None worked. Which is why you're instructing me to cable into the switch. Yes?

How do we escalate this to the point where someone can actually help me with this very real problem that I cannot solve alone?

Re: Connection issues

daniel_deusterm — Wed, 23 Nov 2022 19:17:49 GMT

What do you mean you're seeing me try to access? How are you able to monitor what I'm doing?

Re: Connection issues

Vásquez_Fer — Wed, 23 Nov 2022 19:42:10 GMT

Hi @daniel_deusterm

That sentence was based on the conversation you had with my coworker.

For console cables there are many offers on google.

Option 1 -USB standard to USB type C

Also there is another Option 2- Rj45- to USB

Here is the Correct guide with the cables that you need

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-9FB7FB94-16E9-4FB8-8BBB-8B1BDD9B7E79.html

Also here are some video links that you can use as reference :

https://www.youtube.com/watch?v=-focLKtYPk8&t=334s

https://www.youtube.com/watch?v=YXR4xhkw3q8&t=19s

Best Regards

Fernando Vasquez

Re: Connection issues

daniel_deusterm — Wed, 23 Nov 2022 20:13:37 GMT

It's a shame support from wave tech ended, they were so helpful.

How do we escalate this to the point where someone can actually help me with this beyond links to youtube videos and screenshots?

Re: Connection issues

Vásquez_Fer — Wed, 23 Nov 2022 20:22:50 GMT

Hi @daniel_deusterm

Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via this community forum support model.

If you need something to be clarify on the process, please let us know

Best Regards

Fernando Vasquez

Re: Connection issues

daniel_deusterm — Thu, 24 Nov 2022 14:37:53 GMT

yikes

Re: Connection issues

daniel_deusterm — Thu, 24 Nov 2022 14:51:54 GMT

I know how google works. I need to know what specific cable to get. What would Ruckus use to connect to the switch? I need the specific cable. Brand? Maybe a link instead of a google search screenshot. I mean come on. This is a commercial system that normally requires an IT/networking team. I need a little more help than this. My families livelihood depends on having a solid internet connection. You're killing me here.

Re: Connection issues

Yarenis — Thu, 24 Nov 2022 17:30:31 GMT

Hi @daniel_deusterm

USB to Type C for console access, and regular Ethernet for data connection, there is no brand name, just the model type required, my co-worker provides the pictures because for some customers it is easier to recognize the cables with the pictures.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Connection issues

daniel_deusterm — Thu, 24 Nov 2022 16:37:57 GMT

I already asked if any USB to Type C would work and I was told that some work and some don't. So which is it? Will any USB to Type C, like a charging cable, work or not?

f-me

Re: Connection issues

Yarenis — Thu, 24 Nov 2022 17:05:27 GMT

Hi @daniel_deusterm

Correct, all the USB type C cables are capable for data transfer as well.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Connection issues

daniel_deusterm — Thu, 24 Nov 2022 16:59:37 GMT

unbelievable

Re: Connection issues

daniel_deusterm — Fri, 25 Nov 2022 19:40:03 GMT

I finally got in. I can see that it's running SPS. So any other ideas as to how I can fix our problem?