topic WAP not working in RUCKUS Support for Lennar Homes

WAP not working

ashleym921 — Fri, 20 Jan 2023 20:45:11 GMT

Hello, Ever since a power outage last month none of the WAPs in my house have been working. I have tried un-plugging the main device in the hub, but the lights on the WAPs still do not turn on. How can this be fixed?

Re: WAP not working

Six_Actual — Sat, 21 Jan 2023 03:21:58 GMT

Experiencing same issue here. Any update?

Re: WAP not working

Ray11214 — Mon, 23 Jan 2023 12:11:43 GMT

This is a joke..so many people with same issue and they want us to have a laptop/desktop try to do these things to fix it. I had someone from Lennar come and look at it and simply say it needs to be replaced just have them replace it the lower outage probably shorted the access points but the forum is only way. The forum is no help to us..good luck!

Re: WAP not working

Jayavidhya — Mon, 23 Jan 2023 13:40:59 GMT

Hi @ashleym921

Please check SYST and power the lights' status of the ICX7150 Switch, and let us know the LED status.

Also let me add more detail to understand the LED lights of your Access points.

R510 LED lights

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

Also if the SYS light in the switch is Orange/Amber, the Switch may be stuck in boot mode, please confirm if other devices that required power are getting power or if only the Access points are affected, also confirm if the Switch works for data transfer by connecting a computer if works our issue is that the ICX 7150 Switch have the PoE(power over Ethernet) disabled, so let me add both guides to fix those issues.

1:Switch is stuck in boot mode, the Switch does not transfer data or power and the SYS light is Orange/Amber, in order to fix it, you need to get access via the 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)

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-re...

Ruckus ICX Recovery Load boot code from boot monitor

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

2:If the Switch works for data but does transfer power, you need to enable the PoE,

Please follow the below guide to check and enable PoE status.

How to check the PoE status and provide the logs in case there is a failure via web access.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-check-the-PoE-status-...

Best regards,

Jayavidhya

Lennar Home Community

Re: WAP not working

ashleym921 — Mon, 23 Jan 2023 16:46:03 GMT

I have no idea how to preform any of these "checks". I will need someone from your team to come out and evaluate. Most likely, based on others from my community, these units will need to be replaced. Please let me know when someone can come out and access.

Re: WAP not working

Yarenis — Mon, 23 Jan 2023 19:42:49 GMT

Hi @ashleym921

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 | Lennar Home Community Moderator

Re: WAP not working

ashleym921 — Tue, 24 Jan 2023 14:34:41 GMT

Hello, These instructions are not easy to follow, especially when I do not even know what these parts are. Nor do I have a personal laptop to make any of these checks or connections. This is extremely terrible customer service. I need someone from your team to fix the installed units. Please let me know what phone # to call or how to set up an in person appointment to get these devices fixed or replaced.

Re: WAP not working

Jayavidhya — Tue, 24 Jan 2023 14:58:57 GMT

Hi @ashleym921

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: WAP not working

ashleym921 — Tue, 24 Jan 2023 15:08:02 GMT

This forum is clearly no help. My devices, that are your product, are no longer working and need to be replaced. I need your team to replace them. How do I set that up?

Re: WAP not working

Jayavidhya — Tue, 24 Jan 2023 15:45:28 GMT

Hi @ashleym921

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

How to console in the ICX-7150-C12P

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-71...

Best regards,

Jayavidhya

Lennar Home Community.

Re: WAP not working

Jayavidhya — Tue, 24 Jan 2023 19:32:51 GMT

Hi @Six_Actual

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

Best regards,

Jayavidhya

Lennar Home Community

Re: WAP not working

ashleym921 — Wed, 25 Jan 2023 18:06:14 GMT

Hello, I do not have a personal computer or laptop to preform these checks. That is why I have asked for one of your technicians to come to site and evaluate. Based on other comments in this forum, it seems that my units need to be replaced.

Re: WAP not working

ashleym921 — Wed, 25 Jan 2023 18:07:18 GMT

Re: WAP not working

ashleym921 — Wed, 01 Feb 2023 21:43:10 GMT

Hello, No one is replying to me on this issue. It has been weeks now. I need to schedule one of your technicians to come to site to fix the issue with your product. Please let me know how to do so.

Re: WAP not working

Vásquez_Fer — Wed, 01 Feb 2023 22:11:25 GMT

Hi @ashleym921

Sorry for the inconvenience due to the delay in responses.

Unfortunately we do not offer tech on the site and the support is exclusive through the forum, but you can seek external help from third parties that we offer these services.

If you could borrow a computer in order to complete the indicated steps, or you are stuck at some point or step indicated , it will be a pleasure to help you.

Best Regards

Fernando Vasquez