topic Re: Router not working in RUCKUS Support for Lennar Homes

Router not working

Cbarksdale — Tue, 04 Apr 2023 00:26:51 GMT

My routers will not light up

Re: Router not working

Jayavidhya — Tue, 04 Apr 2023 13:17:30 GMT

Hi @Cbarksdale

Greetings of the day,

Please provide the detailed description of the issue.

1) Please confirm the cable connection of your device from your router to the switch.

2) Also please confirm whether your switch and the access points are powering up or not.

3) Please check SYST and power the lights' status of the ICX7150 Switch.

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...

PWR:

2.4g:

5G:

Best regards,

Jayavidhya

Lennar Home Community

Re: Router not working

Cbarksdale — Tue, 04 Apr 2023 21:56:38 GMT

Hi Jayavidhya,

i am not tech savvy and I dont understand what your are asking me. I have 3 routers on my ceiling on each floor of my house. The routers normally blink orange or green. They are lit up at all. The router in my closet is lit up orange, but the small white square box nornally is lit up blue and it is flashing red/green. Is there anyway to discuss this via telephone??

Re: Router not working

Imran_ruckus — Tue, 04 Apr 2023 22:52:25 GMT

Hi @Cbarksdale

Thank you for the information you shared,

From the case description, I could understand that your RUCKUS Setup is not working.

Apologies, 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 only.

Could you please let us know?

1. Was there any Power outage just before you started facing this issue?

2. 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)

3. Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights. Also, light the status of Access Points.

Before uploading the photos, please log in to the RUCKUS account and you can upload the image.

Please let us know the answers to the above queries or if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Router not working

Cbarksdale — Tue, 04 Apr 2023 23:05:56 GMT

1.yes there was a power outage

2. On the switch i see one green light and one amber light

3. On all three of my access point no lights are on.

Re: Router not working

Imran_ruckus — Tue, 04 Apr 2023 23:57:32 GMT

Hi @Cbarksdale

Thank you for the response and the information you shared.

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.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Router not working

Cbarksdale — Wed, 19 Apr 2023 20:02:05 GMT

Even with the step by step instructions i am not tech savvy. Connecting the usb c to my home computer, downloading the software, and followings the steps are too difficult for me. Is there anyway a technician can come out to my home to complete these steps. I think it unfair that a homeowner has to complete these steps when i do not work in the tech field. Even if there is a cost i an willing to pay it. My Ring is not working because my Ruckus is not working and this is a cause for safety concerns.

Re: Router not working

Cbarksdale — Wed, 19 Apr 2023 20:06:12 GMT

Also i do not have a home computer. I only have a wok computer in which i cannot download software too, my job blocks downloading of software.

Re: Router not working

Imran_ruckus — Wed, 19 Apr 2023 20:30:30 GMT

Hi @Cbarksdale

Greetings!!!

Hope you are doing well!!!

Thank you for the response.

Apologies, 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 only.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

We have tried to create the guides as non-technical as possible so that they are not much difficult to follow.

We request you follow the guide and proceed. Please share the screenshots of the errors (if any) or please let us know if you are stuck at any point of troubleshooting. We will help with it to proceed to resolve the issue.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Router not working

Cbarksdale — Wed, 19 Apr 2023 21:17:56 GMT

So how can i do this without a home computer?

Re: Router not working

Imran_ruckus — Wed, 19 Apr 2023 23:53:17 GMT

Hi @Cbarksdale

Thank you for the response.

Could you please let me know if you tried to reset the Switch with a paper clip as mentioned in the troubleshooting post?

If the reset does not work, we need Laptop/PC to perform the software recovery process to resolve this issue as explained in the troubleshooting post.

We request you arrange for the Laptop/PC to perform these steps. However, if you continue to have difficulty following the steps, I recommend that you seek outside help or a technician.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Router not working

Cbarksdale — Thu, 20 Apr 2023 00:24:21 GMT

Yes I did the reset with the paperclip and it didn’t work. So, I will be seeking outside help, because i don’t have a computer to perform the next steps. It is unfortunate that Ruckus/Lennar installed these routers in our homes , but refuse to have live technicians available to help the home buyers. How is it that there are live technicians to install the initial set up but no live person available for troubleshooting???

Re: Router not working

Imran_ruckus — Thu, 20 Apr 2023 15:21:48 GMT

Hi @Cbarksdale

Greetings!!!

Thank you for the response.

Apologies for the inconvenience

As already mentioned, 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 only.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

We request you arrange for the Laptop/PC to perform these steps. Please share the screenshots of the errors (if any) or please let us know if you are stuck at any point of troubleshooting. We will help with it to proceed to resolve the issue. However, if you continue to have difficulty following the steps, I recommend that you seek outside help or an outside technician.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.