topic Re: Dead ICX 7150-C12P in RUCKUS Support for Lennar Homes

Dead ICX 7150-C12P

crlloyd1965 — Sat, 04 Mar 2023 01:54:56 GMT

Hello support team, I am Lennar home owner with a ruckus IXC 7150-c12p and a WAP. My unit will not stay powered on. When the power is cycled, the amber lights flashes then nothing. I've tried everything suggested on this forum with the same results. What do I need to do to get an RMA replacement?

Re: Dead ICX 7150-C12P

Imran_ruckus — Mon, 06 Mar 2023 16:37:11 GMT

Hi @crlloyd1965

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 ICX-7150-C12P Switch has a Amber lights flashing.

Could you please let us know?

For how long have you been facing this issue? And was there any Power Outage?
On your switch while it's plugged into the outlet, please let us know which lights are on. (Please refer to the below picture)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights.

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: Dead ICX 7150-C12P

crlloyd1965 — Mon, 06 Mar 2023 23:15:05 GMT

There was no power outage. The amber lights only flash on momentarily when power is applied then immediately go out. This started early Friday morning.

Re: Dead ICX 7150-C12P

Imran_ruckus — Mon, 06 Mar 2023 23:55:33 GMT

Hi @crlloyd1965

Thank you for the response and the information.

As your ICX-7150-C12P Switch is not powering up, we will try to reset the Switch first:

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 reconnected.

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 software recovery 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 me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Dead ICX 7150-C12P

crlloyd1965 — Tue, 07 Mar 2023 01:02:14 GMT

The reset does not work, I've tried this multiple times. I've read the suggested material and watched the video but I do not understand how I can connect and console this unit to do a software recovery when there is no power on the unit at all. Am I missing something? I'm have a technical background.

Re: Dead ICX 7150-C12P

Imran_ruckus — Tue, 07 Mar 2023 15:46:25 GMT

Hi @crlloyd1965

Greetings of the day!!!

Thank you for the response and the information you shared.

Below is the guide on how to console in the ICX-7150-C12P: (Also shared in the previous post)

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

Please try to console after connecting cables as described in the link and shown in the below pictures.

Could you please provide an image/photo of where you are trying to connect via console / Ethernet from ICX 7150 - C12 P (USB type C to USB) to the PC? (Physical setup) like the following example:

Before uploading the photos please login to the RUCKUS account and you can upload the image.

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: Dead ICX 7150-C12P

crlloyd1965 — Tue, 14 Mar 2023 04:00:10 GMT

I've done everything I know how to do. I need an RMA please. This unit controls all of my lighting scenes and schedules, my AC schedule and geofence, my Ring doorbell, etc. Please advise at your earliest convenience.

Thank you.

Re: Dead ICX 7150-C12P

Imran_ruckus — Tue, 14 Mar 2023 15:33:13 GMT

Hi @crlloyd1965

Greetings!!!

Thank you for the response.

I truly apologize for the inconvenience. As we cannot proceed with RMA without confirming if it is a hardware issue.

To confirm the same could you please plug your ICX-7150-C12P Switch into a power outlet and send us a picture of it? Please refer to the below picture as an example.

Before uploading the photos please login to the RUCKUS account and you can upload the image.

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: Dead ICX 7150-C12P

crlloyd1965 — Wed, 15 Mar 2023 22:57:08 GMT

I do not have the options shown in the example to attach or take the pictures. I have two pictures but no way to send them. When I log into the Ruckus site, again I have no options like shown.

Re: Dead ICX 7150-C12P

crlloyd1965 — Wed, 15 Mar 2023 22:57:49 GMT

Can you send me an address to send to please.

Re: Dead ICX 7150-C12P

Imran_ruckus — Wed, 15 Mar 2023 23:03:35 GMT

Hi @crlloyd1965

Greetings!!!

Thank you for the response.

Apologies. As we cannot proceed with RMA without confirming if it is a hardware issue.

Before uploading the photos please login to the RUCKUS account on this community portal and you can upload the image.

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: Dead ICX 7150-C12P

crlloyd1965 — Sat, 01 Apr 2023 14:28:31 GMT

Re: Dead ICX 7150-C12P

crlloyd1965 — Sat, 01 Apr 2023 14:31:07 GMT

The installer used too much velcro over the tag with the serial number. What is the next steps. I didn't dnt realize what an inconvenience not having my home network down would be.

Re: Dead ICX 7150-C12P

Imran_ruckus — Mon, 03 Apr 2023 16:16:02 GMT

Hi @crlloyd1965

Greetings of the day!!!

Thank you for sharing the requested information.

Based on the troubleshooting done, your ICX-7150-C12P Switch is not powering ON when the Switch is plugged into a well-known outlet/power source. However, the failure persists. This unit Should be RMA (Return Merchandise Authorization) in simple words replacing 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 the unit replacement.

Please follow the below steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided below:

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

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

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

Best regards,

Imran Sanadi

Lennar Home Community.