topic Re: No power ICX 7150. Email Support Says a Forum post is the only way... in RUCKUS Support for Lennar Homes

No power ICX 7150. Email Support Says a Forum post is the only way...

Spud — Mon, 09 Jun 2025 01:09:37 GMT

Email Support told me I have to post here for assistance with my ICX-7150 that came with my Lennar home. I submitted the below case via the contact form earlier today. There was curiosity about other ruckus products when I originally sent the mail but I'm not very sure anymore after being sent here with an obviously dead switch to a forum with scam posts that have been up all day to get support.... Please help me get a forum thread ID that says my switch is dead or whatever needs to happen here. Thank You.

This email is to notify you that a support case 02014768 has been opened with Ruckus Networks for UNKNOWN SUPPORT CUSTOMER.

Your case details are below:

Case #: https://support.ruckuswireless.com/cases/02014768
Subject: No Power. 0 Lights. Tried alt Outlet and Cable. No Luck.
Description: Today 6/8/2025 at ~14:56:38 EST (Last packet logged in my OpnSense from the SW) The Ruckus ICX 7150 C12P that came with my home ceased to live. There were no power anomalies that I am aware of at that time. There have been storms in the area lately but no outages or flickering that I'm aware of. Other devices on the same power circuit continue to operate.

We noticed that our wifi had gone down and found the AP offline. Looking for the power issue there I found the Switch offline. I tried unplugging/plugging, swapping power cables, swapping power outlets, and though maybe not the best course if there are power issues with a device, holding the reset while plugging it in. No lights occur in any of those states. Not even a tease.

I have bypassed the switch to get internet to my office. The rest of the house, and Wi-Fi devices are unable to connect. It's a P3 to me but I would imagine there are much larger impacts you deal with so I'd understand a downgrade. [(Didn't expect to be downgraded from P3 email support to whatever Tier "Forum filled with scam spam" is)]

I'm just curious if there's anything else I can try? Is there any remaining warranty? If no warranty are there other similar devices available that remain compatible with the AP, are managed, and are potentially an upgrade? I have been slowly migrating to 2.5G but the ICX has valuable configuration options preventing me from using anything else as my backbone. [(I'll be certain to find something else that provides these features is forum support is my only option.)]

Thanks for any guidance you can provide.
Priority: P3The first Items to appear on the link sent to me by COMMSCOPE

Re: No power ICX 7150. Email Support Says a Forum post is the only way...

pinky_ruckus — Mon, 09 Jun 2025 13:35:06 GMT

Hi @Spud ,

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 your Ruckus Switch is not working.

Kindly shoot a video similar to the EXAMPLE Video provided in the link.

In the video, please ensure to capture the following:

1. Show the plug of the ICX-7150-C12P Switch being connected to a working outlet.

2. Simultaneously, display the light status on the switch.

Please refer to the below pictures as an example.

Please use the below link to upload a VIDEO:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

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: No power ICX 7150. Email Support Says a Forum post is the only way...

Spud — Mon, 09 Jun 2025 14:45:38 GMT

uploaded the requested video. Thank you for your prompt reply. The state of the site yesterday was worrisome. I hope you can find the absurd humor in this process. I am annoyed but appreciative. Thank you for your support. It is sincerely appreciated. PXL_20250609_143521204.TS.mp4

Re: No power ICX 7150. Email Support Says a Forum post is the only way...

pinky_ruckus — Mon, 09 Jun 2025 16:08:44 GMT

Hello @Spud ,

Thank you for sharing the video.

Based on the troubleshooting done, your ICX-7150-C12P Switch is not powering up even after connecting it to working power outlet, and when plugged in, all lights are off. However, the failure persists. 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.