topic Re: Access Points No Power- Lennar customer rep came out already in RUCKUS Support for Lennar Homes

Access Points No Power- Lennar customer rep came out already

Ray11214 — Fri, 13 Jan 2023 15:49:46 GMT

None of my access points are receiving power. I have verified breakers and all outlets are worming. Tried resetting and someone from Lennar came out and told me need to contact and get them replaced as when power went out probably shortaged the access points. How do i get replacements??

Re: Access Points No Power- Lennar customer rep came out already

Jayavidhya — Fri, 13 Jan 2023 16:59:30 GMT

Hi @Ray11214

Please try the below steps for better understanding of the issue.

Connect the computer to the ISP router with the ethernet cable. Run the speed test, and confirm if your speed is stable and search for websites, make sure you have no issues.
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-BAEF6ADEF3D...

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

4- Are the Access Points R510 powering up?

5- Are you having any connectivity issues like webpage not loading or slow connectivity.

Best regards,

Jayavidhya

Lennar Home Community

Re: Access Points No Power- Lennar customer rep came out already

Ray11214 — Fri, 13 Jan 2023 19:05:51 GMT

The actual Rokus is on and all lights are on. The access points on roofs are not powering on at all.

Re: Access Points No Power- Lennar customer rep came out already

kb10 — Fri, 13 Jan 2023 19:25:06 GMT

I'm having the same issue

Re: Access Points No Power- Lennar customer rep came out already

Jayavidhya — Fri, 13 Jan 2023 20:03:42 GMT

Hi @kb10

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.

Best regards,

Jayavidhya

Lennar Home Community

Re: Access Points No Power- Lennar customer rep came out already

kb10 — Sat, 14 Jan 2023 00:23:27 GMT

I am not understanding what you need a photo of.

Re: Access Points No Power- Lennar customer rep came out already

Ray11214 — Sun, 15 Jan 2023 15:10:20 GMT

Hello it will not allow me to upload pics says i dont have permission to. John from Lennar Customer Care talked to his manager Michael and came to my house and told me to reach out for replacement as the lower outage probably shorted my access points as none of the 3 are working since then. The access points are not powering on at all everything is on and working.

Re: Access Points No Power- Lennar customer rep came out already

Jayavidhya — Mon, 16 Jan 2023 17:08:58 GMT

Hi @Ray11214

Please try to gain access to your ISP router, from there you can see the devices connected, if not the other way to access the Switch will be via console access, and run the next commands.

1:gain access to the Switch via console.

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-71...

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

2:Once you gained access to the Switch, run the next commands and provide the information.

Note: if ask you for credentials, try the next combination:

Usernames: Passwords:

admin sp-admin

super Lennar

lennar

ruckus

Ruckus!

Ruckus1

admin

password

show version

show poe

show log

Best regards,

Jayavidhya

Lennar Home Community

Re: Access Points No Power- Lennar customer rep came out already

Ray11214 — Tue, 17 Jan 2023 03:29:29 GMT

Im not a computer person so not sure about these steps. A Lennar rep came out and said would be simple tell you issue about none of the access points receiving power that would simply just be replaced. Can I please have some resolution asap.

Re: Access Points No Power- Lennar customer rep came out already

Jayavidhya — Tue, 17 Jan 2023 12:52:27 GMT

Hi @Ray11214

I understand that the steps may be somewhat new, we have tried to create the guides as non-technical as possible, so that they are not difficult to follow. However, we cannot replace the chassis until you confirm that the hardware is damaged.

Best regards,

Jayavidhya

Lennar Home Community

Re: Access Points No Power- Lennar customer rep came out already

Ray11214 — Tue, 17 Jan 2023 16:05:15 GMT

I followed the steps doesnt say anything is currently connected and the access points are not on no lights no power at all.

Re: Access Points No Power- Lennar customer rep came out already

Jayavidhya — Wed, 18 Jan 2023 14:07:46 GMT

Hi @Ray11214

Thanks for your reply. However, we cannot replace the chassis until you confirm that the hardware is damaged. Please share the screenshot of the error you are getting while trying to trouble shoot the error.

Best regards,

Jayavidhya

Lennar Home Community

Re: Access Points No Power- Lennar customer rep came out already

Ray11214 — Wed, 18 Jan 2023 21:03:39 GMT

I am not getting an error message as the access points are not powering on so doesnt say anything as ruckus says not connected to service

Re: Access Points No Power- Lennar customer rep came out already

Ray11214 — Wed, 18 Jan 2023 21:04:47 GMT

Can someone just call me directly and help me this is the most frustrating thing i have ever dealt with for something that is not my issue/fault

Re: Access Points No Power- Lennar customer rep came out already

Jayavidhya — Wed, 18 Jan 2023 21:16:56 GMT

Hi @Ray11214

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.

I understand that the steps may be somewhat new, however, we cannot replace the chassis until you confirm that the hardware is damaged.
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,

Jayavidhya

Lennar Home Community

Re: Access Points No Power- Lennar customer rep came out already

Ray11214 — Wed, 18 Jan 2023 21:44:16 GMT

So if someone from Lennar came to my home and verified needs to be replaced already why is it so hard. Do you guys not communicate with one another on issues dealing with peoples home ?

Re: Access Points No Power- Lennar customer rep came out already

Ray11214 — Mon, 23 Jan 2023 12:21:06 GMT

So there is no one from Lennar that can help? All these Lennar home owners with basically same issue of power outage messing up the access points and i dont see anyone post about having a solution/resolution to it??

Re: Access Points No Power- Lennar customer rep came out already

Jayavidhya — Mon, 23 Jan 2023 12:38:58 GMT

Hi @Ray11214

We cannot replace the chassis until you confirm that the hardware is damaged. Please share the image of the switch or the screenshot of the error you are getting while troubleshooting the issue.

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

If you continue to have difficulty following the steps, I would recommend that you seek outside help or a technician.

Best regards,

Jayavidhya

Lennar Home Community