topic Ruckus Unit Not working. in RUCKUS Support for Lennar Homes

Ruckus Unit Not working.

kmjl — Wed, 05 Apr 2023 21:43:22 GMT

Hi, I have a main unit for my Lennar smart home that no longer works. I tried all of the reset and power reset tricks in other posts but really just need this unit repaired. It has been a bit difficult to get to this point so I really hope this post does the trick.

Thanks for any help!

Re: Ruckus Unit Not working.

Imran_ruckus — Wed, 05 Apr 2023 22:18:29 GMT

Hi @kmjl

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

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

Could you please let us know?

1. Was this working before or is it a new installation? If it worked before, was there any power outage 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. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from Router to a laptop/PC)

4. May I know how many Access Points are connected to the Switch? 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 login 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: Ruckus Unit Not working.

kmjl — Thu, 06 Apr 2023 15:36:20 GMT

Hi Imran,

Was this working before or is it a new installation? If it worked before, was there any power outage before you started facing this issue?

(ME) - yes for 2 years plus the system worked fine. I do not know of a power outage before it quit working

(Me) The status lights all flash green 1 time when first plugged in then go dark.

Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from Router to a laptop/PC)

(Me) My other items still work with Lan cable and WiFi, (Ring doorbell, laptop, etc..)

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

(Me) I have 2 of the units below in picture and maybe 5 - 6 other items. None of these have any status lights on at all.

(Me) I hope this information helps, I was unable to load video of the status lights flashing.

Thanks for any help you can give me.

Re: Ruckus Unit Not working.

Imran_ruckus — Thu, 06 Apr 2023 16:39:51 GMT

Hi @kmjl

Greetings of the day!!!

Thank you for the response and the information you shared.

Could you please try to check by replacing another Power cord with the Switch? In case the current power cord has been damaged.

Also, please 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

Please help me know the answers to the above queries or 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: Ruckus Unit Not working.

kmjl — Thu, 06 Apr 2023 17:08:13 GMT

Hi,

I did try a different cord and the reset items 1 and 2 like you asked. Still the same results.

Re: Ruckus Unit Not working.

Imran_ruckus — Thu, 06 Apr 2023 18:17:54 GMT

Hi @kmjl

Thank you for the response and information.

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.

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: Ruckus Unit Not working.

kmjl — Thu, 06 Apr 2023 19:15:34 GMT

Hi,

I will send a picture when I get home but how many more ways do I need to show it does not show any lights before we can RMA this unit in for repair? This unit is almost impossible to get repaired? Or if you just keep asking do people give up eventually? Will send picture soon.

Thanks

Re: Ruckus Unit Not working.

Imran_ruckus — Thu, 06 Apr 2023 19:23:36 GMT

Hi @kmjl

Thank you for the response.

Apologies for the inconvenience.

We need to confirm this as a part of our process before we proceed with the replacement/RMA.

Please help us with the picture plugged into the power outlet and the Switch.

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: Ruckus Unit Not working.

kmjl — Fri, 07 Apr 2023 13:45:37 GMT

Hi,

I have attached picture and hope it will help with my repair.

Re: Ruckus Unit Not working.

Imran_ruckus — Fri, 07 Apr 2023 15:22:27 GMT

Hi @kmjl

Greetings of the day!!!

Thank you for sharing the requested information.

Based on the troubleshooting done, your ICX-7150-C12P Switch is not powering up, and when plugged in, it flashes with green light and then goes dark. And you confirm that 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

NOTE: Please feel free to mark the post as ACCEPTED SOLUTIONS

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: Ruckus Unit Not working.

kmjl — Fri, 07 Apr 2023 18:18:37 GMT

Hi,

thanks for the help but what happens now that I sent the information to Ruckus?

Re: Ruckus Unit Not working.

Imran_ruckus — Fri, 07 Apr 2023 18:28:01 GMT

Hi @kmjl

Thank you for the response.

Please contact support via the chat link and follow the steps described in the previous post. And share the requested information that they ask in chat.

You will get a new Switch delivered to your address by replacing the current defective Switch.

NOTE: As mentioned in the previous post please feel free to mark the post as ACCEPTED SOLUTIONS.

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

Thank you again.

Best regards,

Imran Sanadi

Lennar Home Community.