topic Re: Can you please help with this issue as soon as possible? in RUCKUS Support for Lennar Homes

Can you please help with this issue as soon as possible?

khaleelmansur — Mon, 13 Mar 2023 17:49:07 GMT

Ruckus is not working after a power Outage at home. Can you please help with this issue as soon as possible?

Re: Can you please help with this issue as soon as possible?

Imran_ruckus — Mon, 13 Mar 2023 18:10:24 GMT

Hi @khaleelmansur

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared,

As per the case description, I could understand that your RUCKUS setup is not working after a power outage.

Could you please let us know?

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. (Please refer to the below picture and share a picture of the same)

2. May I know how many Access Points are connected to the Switch?

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights. And help us with the answers to the above queries.

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

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Can you please help with this issue as soon as possible?

khaleelmansur — Thu, 16 Mar 2023 14:30:12 GMT

Hi Imran it is not fixed yet. Is it possible for you to get on a call to help fix this problem?

Re: Can you please help with this issue as soon as possible?

khaleelmansur — Thu, 16 Mar 2023 14:33:18 GMT

we have 3 access points and the switch does not respond after an outage. Please help with this and let me know if we can get on a call.

Re: Can you please help with this issue as soon as possible?

khaleelmansur — Thu, 16 Mar 2023 15:02:56 GMT

Hi Imran!

Can you please let me know if you are available for a quick call or zoom meeting to help me with this issue?

Re: Can you please help with this issue as soon as possible?

Imran_ruckus — Thu, 16 Mar 2023 15:56:56 GMT

Hi @khaleelmansur

Greetings of the day!!!

Thank you for the response and the information you shared.

I truly apologize for the inconvenience.

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.

As we can see from the picture you shared there is an amber/orange light on the "SYST" and a green light on the "PWR" on the Switch. Meaning the Switch is stuck in the boot mode.

Basically, due to the power outage/ power spike, the switch went to a state that we call ‘boot mode’ that is not able to boot up properly.

Please follow the below steps in order to fix this issue:

First, we will try to reset the Switch as described below:

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

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.

Below is the Guide and Videos link for your reference:

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 RESET DOESN’T WORK: Please follow the below steps.

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

3. We must get console access to the ICX-7150-C12P Switch as mentioned in the steps from the guide below:

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

Below are the Guide and Video Link to perform the Software recovery process:

Please refer to the below guide and Video link:

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

Please let us know once you finish this process. So that we could assist you in upgrading your Switch to the latest stable version to avoid these issues in the future.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Can you please help with this issue as soon as possible?

khaleelmansur — Thu, 16 Mar 2023 17:43:01 GMT

Hi Imran

i tried rebooting and it is still the same and could not move past. Is it possible for you to do a zoom call to do a software recovery and proceed further?

Re: Can you please help with this issue as soon as possible?

Imran_ruckus — Thu, 16 Mar 2023 18:10:37 GMT

Hi @khaleelmansur

Thank you for the response.

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

If the reset process is not working, please initiate the Software recovery process as described in the previous post.

Please do let us know if there is any help required on the troubleshooting steps or if you are stuck at any point. We are happy to help you.

Thank you again for understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Can you please help with this issue as soon as possible?

khaleelmansur — Thu, 16 Mar 2023 21:09:42 GMT

Imran do you know how long will the reboot process runs I see the system is rebooting and all the lights are blinking.

does this mean the system is rebooting still in progress?

Re: Can you please help with this issue as soon as possible?

khaleelmansur — Thu, 16 Mar 2023 21:27:52 GMT

It's been more than 10 minutes since the reboot in progress. How long does it reboot?

Re: Can you please help with this issue as soon as possible?

Imran_ruckus — Thu, 16 Mar 2023 21:35:13 GMT

Hi @khaleelmansur

Thank you for the update.

The reboot will take some time. Kindly wait for some time.

Could you please let me know if you completed the software recovery process? What command did you use for the reboot?

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Can you please help with this issue as soon as possible?

khaleelmansur — Thu, 16 Mar 2023 21:53:06 GMT

I started the reboot with the reset button. I did not do any software recovery process. Do I still need to do recovery after this reboot?

Re: Can you please help with this issue as soon as possible?

Imran_ruckus — Thu, 16 Mar 2023 22:19:50 GMT

Hi @khaleelmansur

Thank you for the update.

As mentioned earlier, if the reset process doesn’t work, please perform software recovery to the Switch as described in the earlier post.

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Can you please help with this issue as soon as possible?

khaleelmansur — Fri, 17 Mar 2023 00:29:52 GMT

Hi Imran with the reset button the reboot did not complete all the lights on the switch are blinking still after 2 hours after reset.

I don't have the cables mentioned in the video for software recovery.

Re: Can you please help with this issue as soon as possible?

Imran_ruckus — Fri, 17 Mar 2023 15:13:09 GMT

Hi @khaleelmansur

Greetings!!!

Thank you for the response.

Apologies for the inconvenience. We need to have the cables in order to perform the software recovery process. We request to arrange the cables and initiate the software recovery process.

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

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.