topic Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity in RUCKUS Support for Lennar Homes

Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

luckadoo11 — Fri, 23 Dec 2022 17:57:13 GMT

I need some very dummy-proof help because I know very little about home networking; I've learned some info, but I don't know a lot of the terminology. I can't find any step-by-step instructions or help with my issues.

I have been working off of the Unleashed user interface (UI) online and the Unleashed app. I am having latency and connection issues with many of the devices in my home, but all APs (R510) are connected and working. I've called Spectrum and they show that I have a good connection, fast speed, and the modem and router support the speed I am signed up for.

The switch (ICX7150-C12P) shows as Disconnected in the UI. I first noticed it last September after a power outage took everything out. I had a Lennar Unleashed rep help me and he mentioned it's ok that the switch says disconnected, but that doesn't make sense to me. Why have a switch to just sit there in disconnected status? The rep said that after the power outage, the switch flipped from something-or-other to a router. We did a factory reset and that fixed the problem, but will this happen every time we have a power outage? Is there a procedure I should do after every power outage?

How do I find out what firmware version the switch is on? I found a YouTube video on how to update the firmware, but when I try to do it online (as opposed to downloading it to a USB drive), it doesn't upload. All 3 of the APs have the most up-to-date firmware, so I'm not concerned about those.

I have looked at a lot of forums, but people use jargon I'm not familiar with, so it hasn't been a lot of help. If anyone has any helpful docs to send me, I would greatly appreciate it! Thanks in advance for all your help!!

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

Yarenis — Fri, 23 Dec 2022 18:49:07 GMT

Hi @ luckadoo11

Thank you for the details provided, unfortunately, there is a known software defect that causes the problems you have described (after a power failure the switch will boot from the wrong partition which is the secondary containing the routing code, causing all the connectivity problems), now there are two ways to fix the problem, one will be to get access to the Switch CLI (command line interface) via SSH, Telnet or console, then you can copy what is in the image on the primary partition called switching code into the secondary partitions, so if the switch is booted back from the secondary as both partitions are now running switching code you will no longer have the problem; however, it is recommended to upgrade to the code where the problems have been solved 08095g UFI, but both partitions using the switch code image, the file will look like this SPS08095gufi. bin

1:Find the IP address of the Switch:

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

2:Once you know the IP address, gain access to the Switch via Telnet, SSH, or console.

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

How to Access an ICX Switch remotely via SSH or Telnet, using a Windows computer

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Access-an-ICX-Switch-remotely-via-SSH-or-Telnet-using-a/td-p/46760

How to console in the ICX-7150-12CP 'Ruckus Switch'

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

RUCKUS ICX 7150 USB TYPE C CONSOLE (tutorial video for ICX)

https://www.youtube.com/watch?v=YXR4xhkw3q8

(Tutorial for MAC)

https://www.youtube.com/watch?v=1AcJokMm78U

3:Now you have accessed to perform an upgrade, which can be done via TFTP or using a USB

How to Upgrade a Switch ICX-7150-C12P using a USB flash drive

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Upgrade-a-Switch-ICX-7150-C12P-using-a-USB-flash-drive/td-p/46781

How to upgrade a Switch ICX7150-C12P via TFTP

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Upgrade-a-Switch-ICX-7150-C12P-via-TFTP/td-p/47187

Best regards,

Yarenis Hernández.

Technical Support Engineer | L2 TAC Wired | Lennar Home Community

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

luckadoo11 — Wed, 18 Jan 2023 16:34:25 GMT

Do I need to follow this process every time the power goes out? Is there a warranty on these devices? We built in 2020, so I don't understand why this continues to be a known issue and the company, either Ruckus or Lennar, are not doing anything about it.

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

Jayavidhya — Wed, 18 Jan 2023 18:38:16 GMT

Hi @luckadoo11

No, If you have fixed the issue through CLI, then the issue is not going to happen again. Since it is related to the software issue and you have removed the routing code image the issue will not happen again.

Best regards,

Jayavidhya

Lennar Home Community

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

luckadoo11 — Wed, 18 Jan 2023 18:41:38 GMT

I followed the instructions a few weeks ago, and the issue was resolved. However, the power went out again yesterday, and I'm having the same issues. So, no, this was not a solution.

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

Jayavidhya — Wed, 18 Jan 2023 19:27:31 GMT

Hi @luckadoo11

Please provide an image/photo where you are trying to connect via console from ICX 7150 - C12 P (USB type C to USB ) to PC. Before uploading the photos please login to the RUCKUS account and you can upload the image.

Here is a short guide for using the console connection.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12CP-Ruckus-Switch/td-p/46759

Best regards,

Jayavidhya

Lennar Home Community

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

luckadoo11 — Thu, 09 Feb 2023 22:07:04 GMT

I have spent HOURS trying to follow the multiple step-by-step instructions. I am not versed in fixing these issues and since there is no one to speak to over the phone to log into my computer, and this is a known issue caused by faulty equipment and not something I caused, I would like a replacement switch that will not have these issues.

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

Imran_ruckus — Thu, 09 Feb 2023 23:02:04 GMT

Hi luckadoo11

Greetings!!!

Thank you for the detailed information you shared,

This issue happens when the Switch runs on the Routing code. The Switch should run on the Switching code to avoid these issues. After a power Outage Switch boots up on the other partition which may be running on a ‘Routing Code’ causing this issue.

This is a known issue. Once both the partitions on the switch are on ‘Switching code’, there won’t be the same issue again, as after a Power Outage the Switch boots up on the other same 'Switching Code' partition like the previous partition that it was on before. Please follow the below process.

An identifier of this problem is that it comes out as Switch-Router in the unleashed dashboard.

There we are going to see 2 important things the

-MAC address: Physical address of the device this never changes

- An IP address is a unique address (logical) that identifies a device on the internet or a local network like your home (this can change and may not be the same as the one shown on the dashboard)

Please follow the below steps:

To fix this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

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

Once we identify the IP address of the switch proceed to access remotely to the device “Command Line”

How to remotely access to 'ICX 7150-C12P' 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

If you can access the Command line should look like this:

ICX7150-C12 Router>

Here is a quick guide for understanding how to fix the 'routing code issue' however, you only need to run the following commands once you are on the command line 'CLI'

Note: Hit Enter to accept each command

enable

show version

copy flash flash secondary

boot system flash secondary yes

(Please share the output screenshot of the ‘show version’ command)

Example:

VIDEO LINK AS REFERENCE: https://www.youtube.com/watch?v=Eem1IBgYaWc

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)

There are Two ways to fix this issue:

I) How to Fix Routing code issues on Lennar Home users via CLI

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

II) Or WEB access option

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issues-on-Lennar-Home-users-via-Web-GUI/m-p/47959#M1998

If access via IP address is not possible here is a guide on how to access to the Switch via console (cable access between your PC to the ICX 7150-C12P) in this case we need a USB type C to USB standard or Console cable Rj45 to USB.

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 logged in to the ICX-7150-C12P please follow up the same steps that are on point '3'

Please let us know if you get stuck anywhere in the process. So, that we could assist you to carry the Troubleshooting process further.

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

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

luckadoo11 — Fri, 10 Feb 2023 01:09:01 GMT

I have tried all of this already. It happened last Sept as well. At that time, a gentleman was able to log in to my laptop, and I thought he fixed the problem, but apparently he didn't because it happened again. At that time I spent 2 days trying to figure it all out myself. I thought I got it, but it happened for a third time. It was then that I initially wrote on this forum. I have put countless hours into fixing this with no luck. I am out of options at this point. I do not feel like it is my responsibility for fixing something that is a product defect. What do I need to do to get a replacement?

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

Jayavidhya — Fri, 10 Feb 2023 14:04:20 GMT

Hi @luckadoo11

We cannot replace the chassis until you confirm that the hardware is damaged.

Here is a short guide for using the console connection.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12CP-Ruckus-Switch/td-p/46759

Best regards,

Jayavidhya

Lennar Home Community

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

luckadoo11 — Sun, 12 Feb 2023 22:16:55 GMT

This is getting ridiculous. I have an icon to upload a photo, but it's not uploading. I don't have the same icon as your screen shot. I have the USB C plugged into the correct spot per your instructions. Also, when I tried to enter the boot bootrom code, it errored out.

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

Jayavidhya — Mon, 13 Feb 2023 15:14:09 GMT

Hi @luckadoo11

Here is where you can upload the image/photo :

you can also drag it to the chat

Best regards,

Jayavidhya

Lennar Home Community

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

luckadoo11 — Tue, 14 Feb 2023 16:10:36 GMT

Re: Switch and AP Help - Switch is disconnected and devices continue to drop connectivity

Jayavidhya — Tue, 14 Feb 2023 16:58:35 GMT

Hi @luckadoo11

Based on the troubleshooting done, 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 (URL) and paste it into the chat to start unit replacement.

The below link is to contact us by chat (only)

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

Best regards,

Jayavidhya

Lennar Home Community