topic Re: APs showing offline in RUCKUS Support for Lennar Homes

APs showing offline

laharr2 — Mon, 19 Dec 2022 23:03:07 GMT

I have two APs showing offline and have tried researching the issue and unable to resolve on my own. Please help.

Re: APs showing offline

Yarenis — Mon, 19 Dec 2022 23:18:41 GMT

Hi @ laharr2

Please response to the next questions:

1:Are the access points powering up?

2:Are you able to see the SSI/WIF ID?

3:Are you able to connect,if you can, please describe.

4:Please share the status of the Access point's LED light, you can check the next guide to provide all the detail, please do not say right or left, just the name with status, for example, power light green solid.

Check the next guide for details:

R510 LED lights

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

R510 LED lights troubleshooting

https://docs.commscope.com/bundle/unleashed-200.10-troublshootingref/page/GUID-738984DA-2A47-4E71-A690-B6DF9023AA50.html

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired

Re: APs showing offline

Yarenis — Tue, 20 Dec 2022 00:13:00 GMT

Hi @ laharr2

We need that you remove from the ceiling the two Access Points that are not responding, and connected with a good know Ethernet cable directly to the ICX 7150 Switch, then perform a factory reset to both, now the one that is green must work as expected because it's online, the air light is normal to be off because that will work just for MESH environment, and that is not the case for Lennar houses.

Note: do not response privately

1:Remove from the ceiling, the two not working access points

2:re-connect it back to the ICX 7150 Switch with a good know Ethernet cable.

3:Perform a factory reset to both.

Physical Factory Reset an Access Points Ruckus

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Access-Points-Ruckus/td-p/47056

How to factory reset or factory default different types of Ruckus Access points?

https://support.ruckuswireless.com/articles/000012418

4:If there is no response, please share the results.

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired

Re: APs showing offline

CEJ — Tue, 20 Dec 2022 19:09:11 GMT

Yarenis, I have a similar issue. When I attach the AP directly to the switch, nothing happens. no power goes to it. Even when I do factory reset on both AP and Clip. I have been without internet for 3 days.

There is no power to 3 of the ports on my Ruckus clip. My two AP are showing no lights, not even when I remove them and attach to the clip directly.

I am not tech savvy enough to connect my computer to the switch. I have attempted to download putty and other things recommended but I get stuck using putty. It will not work. I tried removing the program and reinstalling but have the same problem. Is there any way to have an IT person remotely use my computer to update the software on my Ruckus clip??

I have confirmed that the issue is not my internet provider. The ruckus clip has two green lights on now: Power & System. Three of the ports are orange (the ones going to my APs and internet). When I reset the switch, "System" stayed orange for 60 seconds and then lit green.

Please advise. I am incredibly frustrated and have spent very much time trying to learn how to fix this on my own but have not been able to fix this issue. The device just stopped working 11/17/22. I am unsure of the cause.
Christie

Re: APs showing offline

Yarenis — Tue, 20 Dec 2022 19:53:56 GMT

Hi @CEJ

Thank you for the details provided, according to your description, it seems that your Switch (ICX7150 Switch) may be stuck in boot mode, so in order to fix it, you need to get access via console, using two connections one is for console access using the USB to type C cable (the USB will be connected on your computer and the type C on your ICX7150 Switch) now the second connection will be an Ethernet cable from your computer to the out-of-band port on your ICX 7150 Switch) don't worry the next guide explains the port locations and there are pictures about it.

Note: if you have any issue during the process, you can share the screenshot or pictures.

How to perform a Software recovery on an ICX7150 switch

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

Ruckus ICX Recovery Load boot code from boot monitor

https://www.youtube.com/watch?v=RHriOYYD_iI&t=7s

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired

Re: APs showing offline

CEJ — Tue, 20 Dec 2022 20:04:27 GMT

Thank you for your response. This is where I was saying I am getting stuck. I try to download putty and I cannot get it to work.
"Putty release.78 64 bit setup:
Change, repair, or remove installation
I click "repair"

The next message is
"warning: 1909. Could not create a shortcut putty link. Verify that the destination folder exists and that you can access it."

When I attempt to open Putty the message is
Unable to open connection to Com1
opening \\.\COM1: error 2: the system cannot find the specified file."

I do not know how to locate this file. I did extract all the files when I initially downloaded putty. I tried to uninstall it and then reinstall. I tried "repair" ....

I am stuck.

Re: APs showing offline

CEJ — Tue, 20 Dec 2022 20:24:23 GMT

I watched these videos. Way above my ability. I have been trying to figure this out for several days. I just learned what AP and switch mean.

Re: APs showing offline

Yarenis — Tue, 20 Dec 2022 20:28:21 GMT

Hi @CEJ

The Putty APP will be if you are using a Windows computer, for MAC It's directly from MAC terminal,I understand that the steps may be somewhat new, however, we have tried to create the guides as non-technical as possible, so that they are not difficult to follow; however, if you continue to have difficulty following the steps, I would recommend that you seek outside help or a technician.

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired

Re: APs showing offline

CEJ — Tue, 20 Dec 2022 20:30:49 GMT

I am using windows. I cannot get putty to work so therefore I cannot proceed. 😞

Re: APs showing offline

Vásquez_Fer — Tue, 20 Dec 2022 20:32:38 GMT

Hi @CEJ

Please use Mobaxterm option

https://mobaxterm.mobatek.net/download.html

Best Regards

Fernando Vasquez

Re: APs showing offline

CEJ — Wed, 21 Dec 2022 03:02:13 GMT

I performed a Software recovery on an ICX7150 switch. I restarted the switch, my internet was working for less than 3 minutes and then the AP lost power again.
Here are some of the messages that happened BEFORE I lost power to the AP again.

U1-MSG: PoE Info: Firmware Download on slot 1.....100 percent completed.
PoE Info: FW Download on slot 1...programming firmware...completed.
PoE Info: FW Download on slot 1...upgrading firmware...completed. Module will be reset.
PoE Info: Resetting in slot 1....
PoE Info: Resetting module in slot 1....completed.
PoE Info: Programming Ruckus defaults.....
PoE Info: Programming Ruckus defaults. Step 1: Writing port defaults on module i n slot 1....
PoE Info: Programming Ruckus Defaults: Step 2: Writing PM defaults on module in slot 1.
PoE Info: Programming Ruckus defaults. Step 3: Writing user byte 0xf4 on module in slot 1.
PoE Info: Programming Ruckus defaults. Step 4: Saving settings on module in slot 1.
PoE Info: Programming Ruckus defaults....completed.
PoE Info: PoE module 1 of Unit 1 initialization is done.
PoE: Power enabled on port 1/1/2.
PoE Fatal: Vmain (48V) fault has forced all ports on slot 0 to lose power.

U1-MSG: PoE Severe Error: PSU voltage is lower than min limit. Port 1/1/12 power ed down. RMA the PSU.
PoE Fatal: Vmain (48V) fault has forced all ports on slot 0 to lose power.

Current status: no power to AP. When I attach them to the Switch and try to reset the AP, nothing happens.

Re: APs showing offline

Yarenis — Wed, 21 Dec 2022 14:17:20 GMT

Hi @CEJ

Please run the next command show version and share the results.

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired

Re: APs showing offline

CEJ — Wed, 21 Dec 2022 17:03:52 GMT

Okay since this response- now my switch is flashing all orange lights across the whole thing. No lights at any of the ports indicating no power going to anything.

I have not run the commands you suggested yet. It will take me some time to get back to that. I have spent hours and hours on this.

Do I need a new switch? I have been without internet for 5 days now and it is negatively affecting my work.

Re: APs showing offline

Vásquez_Fer — Wed, 21 Dec 2022 17:22:38 GMT

Hi @CEJ

Please provided us the command request it , this to verify, if there are any further steps required we will let you know, if not we will proceed with a replacement.

Best Regards

Fernando Vasquez

Re: APs showing offline

CEJ — Wed, 21 Dec 2022 19:42:43 GMT

I do not have permission to upload images.
I can provide an image if you explain how to do it. I am not able to drag an drop it. Here is what my screen says:

Authentication is enabled in the device for Console/WEB/SSH.

ICX7150-C12 Switch>PoE Fatal: Vmain (48V) fault has forced all ports on slot 0 to lose power.
PoE Fatal: Vmain (48V) fault has forced all ports on slot 0 to lose power.
show version
Copyright (c) Ruckus Networks, Inc. All rights reserved.
UNIT 1: compiled on Feb 23 2021 at 00:00:27 labeled as SPS08090k
(29360128 bytes) from Primary SPS08090k.bin (Non-UFI)
SW: Version 08.0.90kT211
Compressed Primary Boot Code size = 786944, Version:10.1.15T225 (mnz10115)
Compiled on Thu Jan 31 07:08:55 2019

HW: Stackable ICX7150-C12-POE
==========================================================================
UNIT 1: SL 1: ICX7150-C12-2X1G POE 12-port Management Module
Serial #:FEK3208P11L
Software Package: BASE_SOFT_PACKAGE
Current License: 2X1G
P-ASIC 0: type B160, rev 11 Chip BCM56160_B0
==========================================================================
UNIT 1: SL 2: ICX7150-2X1GC 2-port 2G Module
==========================================================================
UNIT 1: SL 3: ICX7150-2X10GF 2-port 20G Module
==========================================================================
1000 MHz ARM processor ARMv7 88 MHz bus
8192 KB boot flash memory
2048 MB code flash memory
1024 MB DRAM
--More--, next page: Space, next line: Return key, quit: Control-cPoE Fatal: Vmain (48V) fault has forced all ports on slot 0 to lose power.
PoE Fatal: Vmain (48V) fault has forced all ports on slot 0 to lose power.
PoE Fatal: Vmain (48V) fault has forced all ports on slot 0 to lose power.

Re: APs showing offline

Vásquez_Fer — Wed, 21 Dec 2022 19:46:57 GMT

Hi @CEJ

Hope you are doing well!

Based on the troubleshooting done, and you confirm that your switch is running 8090+ version, This unit Should be 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

Re: APs showing offline

CEJ — Wed, 21 Dec 2022 20:01:21 GMT

Okay thank you for fast responses and helping me figure out this issue.