topic Re: Ruckus R510 Access Point Not Turning On. Help! in RUCKUS Support for Lennar Homes

Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Tue, 06 Dec 2022 01:38:50 GMT

Didn’t get a reply to my 11/26 thread. Really need my wifi back up. Does anybody have a fix for a power outage situation where my switch still has power but the access points all turned off. The lights don’t come on. Tried to reset and unplug POE. Any suggestions?

Re: Ruckus R510 Access Point Not Turning On. Help!

sanjay_kumar — Tue, 06 Dec 2022 01:45:11 GMT

Hi @ruffwill
If all the APs are not turning on, it could be from the switch side power management as well. Can you check if the switch is providing enough power to the APs?
Try connecting only 1 AP to the switch and check?

Also, provide us some more info?
1. How many APs are connecting to the Switch?
2. Are all the APs connecting to 1 switch?
3. What is the Switch model?
4. Was this working before? Any changes which caused the issue?

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Tue, 06 Dec 2022 02:46:00 GMT

@sanjay_kumar thanks for the reply. There are 3 units connected to the switch. The switch is the ICX 7150-C12P. It was working fine before the outage.

Re: Ruckus R510 Access Point Not Turning On. Help!

sanjay_kumar — Tue, 06 Dec 2022 02:53:04 GMT

Hi @ruffwill
Can you check if the switch is providing enough power to the APs?
Try connecting only 1 AP to the switch and check?

Also, If you have a spare switch or POE adapter then we can connected the AP and check. This way we can check and isolate if the issue is with the Switch or on the AP side.

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Thu, 08 Dec 2022 13:59:15 GMT

@sanjay_kumar the power is working but the power light just flashes green with the alternate switch.

Re: Ruckus R510 Access Point Not Turning On. Help!

Vásquez_Fer — Thu, 08 Dec 2022 14:03:23 GMT

Hi @ruffwill

Hope you are doing well!

1-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?

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-973C8AE8-837A-41C7-9811-BAEF6ADEF3D3.html

2-Make sure it is plugged into a well-known outlet/power source

Best Regards

Fernando Vasquez

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Thu, 08 Dec 2022 14:08:30 GMT

@sanjay_kumar I also unplugged the other two and just left the top floor unit plugged in and it still shows now power through the Unleash switch via POE.

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Thu, 08 Dec 2022 14:20:06 GMT

@Vásquez_Fer there is a yellow light on next to SYST and a green light next to PWR.

Re: Ruckus R510 Access Point Not Turning On. Help!

Vásquez_Fer — Thu, 08 Dec 2022 14:28:33 GMT

Hi @ruffwill

Basically, due the power outage the switch went to a state that we called (boot-mode) that is not able to boot up properly.

That does not mean is broken or need to be replace 'in some cases'

1-Please try to disconnect from the Power outlet the ICX-7150 and reconnected.

2-Please try to press the reset button using a paper click or a small stick

Remove power from the switch.
Press and hold the Reset button while applying power to the switch.
After all the system LEDs flash amber, release the Reset button.

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE7.html

Video link:https://www.youtube.com/watch?v=6jHMTdo_hK4

If that does not make any difference, we need to perform a software recovery since it can be that the image flash is corrupted so in basic words the unit is not able to boot up properly and need re-install the image to boot up properly.

3-We need to access (physical) using one of the cables to the ICX-7150C12P mentioned on the below guide:

How to console in the ICX-7150-12cp

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 we are there, we can try to boot up the unit using the following commands:

Boot_primary or Boot_secondary

If that step does not work Software recovery needs to be applied

Here is the guide:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483

Video Link: https://www.youtube.com/watch?v=Ql22blH_CGo

Best Regards

Fernando Vasquez

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Thu, 08 Dec 2022 19:40:47 GMT

@Vásquez_Fer we tried those solutions and it didn’t not work. Holding down the reset button didn’t turn the lights amber.

We are now trying to install the software physically but it is not working. Is there someone we can speak to by phone?

Re: Ruckus R510 Access Point Not Turning On. Help!

Vásquez_Fer — Thu, 08 Dec 2022 19:46:59 GMT

Hi @ruffwill

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 or send us a screenshot where you are stuck

Best Regards

Fernando Vasquez

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Thu, 08 Dec 2022 21:33:23 GMT

Is it possible to send the unit back in? We spent 2 hours following the steps and it doesn’t work.

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Thu, 08 Dec 2022 21:53:46 GMT

I tried the reset first, using a tiny pushpin. It never flashed Amber, it never did anything different.
None of the console commands are working. I followed all the instructions, installed the drivers for Mac, and every command I put into Terminal is not recognized. I have attached screenshots.
This all took hours, it was extremely frustrating and nothing has changed. Do we have any options for getting relief here?

Re: Ruckus R510 Access Point Not Turning On. Help!

Yarenis — Thu, 08 Dec 2022 22:42:56 GMT

Hi @ruffwill

Can you provide me the screenshots of the errors, is because I can not see them, I have tried in two tools that I have to see the post, this is what I get.

Best regards,

Yarenis Hernández

Technical Support Engineer | L2 TAC Wired

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Fri, 09 Dec 2022 15:23:42 GMT

I can see the images here in the forum, but Im attaching links of them in my Dropbox

Image 1: https://www.dropbox.com/s/hkble44gibb0jff/Screen%20Shot%202022-12-08%20at%204.47.14%20PM.png?dl=0

Image 2: https://www.dropbox.com/s/mc8v2esc1syhj9e/Screen%20Shot%202022-12-08%20at%204.45.12%20PM.png?dl=0

Re: Ruckus R510 Access Point Not Turning On. Help!

Vásquez_Fer — Fri, 09 Dec 2022 15:36:22 GMT

Hi @ruffwill

1-Which cable are using to console the unit ( ICX 7150-C12P ) if you can sent us a picture of the connections PC-ICX it would be great.

2-Did you install the software to read or load the usb cable type correspondingly

3-Does your computer have an ethernet port? or do you have a adapter ?

Best Regards

Fernando vasquez

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Fri, 09 Dec 2022 17:28:28 GMT

1. I am using a USB-C cable to console the unit (photo: https://www.dropbox.com/s/qs9hjo2vv8tmvou/Screen%20Shot%202022-12-09%20at%2012.23.53%20PM.png?dl=0)

2. Yes, I followed the instructions and downloaded the 2 Mac drivers (they are pictured on the left side "Image 2" I sent yesterday, I included another image here, with the extended names. (https://www.dropbox.com/s/17duj46axqpe5ur/Screen%20Shot%202022-12-09%20at%2012.26.36%20PM.png?dl=0)

3. My computer does not have an ethernet port. It is a 2016 Macbook Pro

Re: Ruckus R510 Access Point Not Turning On. Help!

Vásquez_Fer — Fri, 09 Dec 2022 17:55:06 GMT

Hi @ruffwill

Could you reconnect the router to the switch port on one of the 12 ports in the middle?

After doing that could you please run an IP scanner to see if we can locate the IP address ( ip address are logical address given from your router to the network devices ) for the switch then Access via telnet or ssh option.

Here is the guide how to run an IP scanner to locate the IP address.

How to find my Ruckus “Devices IP address” using free applications

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Devices-IP-address-using-free-applications/td-p/47027

Here is a short guide how to access to the CLI of the Switch if you are able to fin the IP address. ' Below is the option for MAC PCs '

How to remotely access to 'ICX 7150-12P' or 'access points' "Network devices"

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

Let us know the result on this !

Best Regards

Fernando Vasquez

Re: Ruckus R510 Access Point Not Turning On. Help!

ruffwill — Fri, 09 Dec 2022 18:09:24 GMT

Honestly, I don't understand half of what that means...

I just followed the instructions to find an IP address on Mac, and that App either doesn't exist anymore, or is not available in my country (the United States.)

It seems like a lot to ask regular people to be able to perform these tech maneuvers.. especially when the instructions aren't always clear or correct. Is there an option to send this back in, or get a new one on the warranty?

Re: Ruckus R510 Access Point Not Turning On. Help!

Vásquez_Fer — Fri, 09 Dec 2022 19:01:17 GMT

Hi @ruffwill

Since the Management port was unresponsive and you have the evidence on a picture lets process an RMA(return merchandise authorization) in simple words replace it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post and paste it into the chat to start unit replacement.

https://support.ruckuswireless.com/contact-us

Best Regards

Fernando Vasquez