topic Re: Power Outage - Wireless Access Points not working in RUCKUS Support for Lennar Homes

Power Outage - Wireless Access Points not working

Mbar21 — Fri, 17 Mar 2023 22:32:58 GMT

We had a power outage and our wireless access points are no longer working. Lights are completely off and the wifi is not showing up as an option. We tried following the steps in other forum posts but have not been able to get it working. Is there a technician that can be sent out to fix this please?

Re: Power Outage - Wireless Access Points not working

Imran_ruckus — Fri, 17 Mar 2023 22:44:02 GMT

Hi @Mbar21

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared,

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.

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

From the case description, I could understand that your RUCKUS Access Points are not getting power.

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. 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.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Power Outage - Wireless Access Points not working

Bbarbeau4 — Sat, 18 Mar 2023 17:16:45 GMT

I am having the same issue after power outage. Alexa’s stopped communicating with our network and the ruckus shows amber lights on the 2.4/ 5 channels. I’ve powered on/off and tried rebooting from the ruckus app. Please advise.

Re: Power Outage - Wireless Access Points not working

tnguy521 — Sun, 19 Mar 2023 23:51:57 GMT

Hello, I'm having the same exact issue. I'm replying based on your questions above. Please advise.

1.)SYST is green and PWR is green.

2.) 2 access points (1 downstairs and 1 upstairs)

Re: Power Outage - Wireless Access Points not working

Imran_ruckus — Mon, 20 Mar 2023 15:32:53 GMT

Hi @tnguy521 & @Bbarbeau4

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well

As this case is raised by @Mbar21

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Power Outage - Wireless Access Points not working

jaureguixp10 — Wed, 22 Mar 2023 14:21:27 GMT

Hello there, I have the same issues. After the power outage, my internet does not work the same and always is unstable or does not have any connection. My modem and Router is fine, and just to be sure, I called my internet company and said my connection is fine. I also bought a new router as well but no, it still the same. I have factory reset the AP (except for the Switch) and no difference. I am starting to think the Ruckus box is the problem.

Re: Power Outage - Wireless Access Points not working

Imran_ruckus — Wed, 22 Mar 2023 15:09:07 GMT

Hi @jaureguixp10

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well

As this case is raised by @Mbar21

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Power Outage - Wireless Access Points not working

Mbar21 — Wed, 05 Apr 2023 02:52:36 GMT

There are (I think) 4 access points, i'm not sure.

Re: Power Outage - Wireless Access Points not working

Mbar21 — Wed, 05 Apr 2023 02:53:09 GMT

The amber/green lights are flashing, as shown in the pictures i just sent.

Re: Power Outage - Wireless Access Points not working

Mbar21 — Wed, 05 Apr 2023 03:06:44 GMT

Hello? is anybody monitoring this forum?

Re: Power Outage - Wireless Access Points not working

Imran_ruckus — Wed, 05 Apr 2023 15:29:51 GMT

Hi @Mbar21

Greetings of the day!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

As we can see there from the picture you shared, amber lights are flashing on the Switch.

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: Power Outage - Wireless Access Points not working

Mbar21 — Wed, 05 Apr 2023 22:11:06 GMT

I can't find the instructions for MAC users. Can you please send me the link to that? The one you sent me says "The console access in this example is for Windows, but you can check the next guide to use a MAC (MAC console access section)" but i can't find that.

Re: Power Outage - Wireless Access Points not working

Imran_ruckus — Wed, 05 Apr 2023 22:44:48 GMT

Hi @Mbar21

Thank you for the response and the update.

Please find the instructions for getting console access on a MAC device in the below-marked link.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-7150-12CP-Ruckus-Switch/td-p/46759

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: Power Outage - Wireless Access Points not working

Mbar21 — Thu, 06 Apr 2023 01:43:06 GMT

Thank you. So i've done that, but I'm not sure I understand what to do next.

Re: Power Outage - Wireless Access Points not working

Imran_ruckus — Thu, 06 Apr 2023 15:08:33 GMT

Hi @Mbar21

Greetings of the day!!!

Thank you for the response and the update.

If you have console access to your Switch, please perform the software recovery process.

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: Power Outage - Wireless Access Points not working

Mbar21 — Sat, 08 Apr 2023 02:47:34 GMT

I had the IT guy from my office help and we've re-booted and upgraded it. Now I need the ssh password for my wireless access points. can you help with that?

Re: Power Outage - Wireless Access Points not working

Imran_ruckus — Mon, 10 Apr 2023 15:21:48 GMT

Hi @Mbar21

Greetings of the day!!!

Thank you for the response and update.

Could you please let me know if you have performed the software recovery of the Switch? And please help us with the light status on the Switch panel.

May I know the reason you are trying to ssh on your Access Points? Please confirm.

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.