topic Re: Switch Not Powering AP in RUCKUS Support for Lennar Homes

Switch Not Powering AP

zero32 — Mon, 24 Apr 2023 16:26:58 GMT

I've followed instructions on several posts with this same issue and have been unsuccessful in getting the Ruckus products back online. Is it possible for someone to remote in and apply the necessary tasks? I've already spoken with 3 different Ruckus employees (phone, chat, and email) and they have been less than helpful. Thank you for your time.

Re: Switch Not Powering AP

Imran_ruckus — Tue, 25 Apr 2023 16:11:17 GMT

Hi @zero32

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared,

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.

As per the case description, I could understand that your Access Points are not powering up.

As I 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 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.

Below is 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: Switch Not Powering AP

zero32 — Tue, 25 Apr 2023 20:24:57 GMT

Good afternoon,

I did the reset portion and it did not work. I also read through the rest of the instructions and watched the video guide. I am unfamiliar with performing a software recovery. Is there a way for you to remote in and get the Ruckus products functioning properly? My wife relies on your products as she works from home. We would like these done as soon as possible. Thank you for your time.

Re: Switch Not Powering AP

Imran_ruckus — Tue, 25 Apr 2023 21:51:43 GMT

Hi @zero32

Thank you for the response.

Apologies, as mentioned in the previous post, 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.

Please try to reset the Switch once again with a paper clip.

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

We have tried to create the guides as non-technical as possible and step by step, so that they are not much difficult to follow. We request to perform the Software recovery of the Switch as per the guide.

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 your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Switch Not Powering AP

zero32 — Wed, 26 Apr 2023 02:27:36 GMT

Attached are the 2 errors I encountered.

Re: Switch Not Powering AP

zero32 — Wed, 26 Apr 2023 02:55:50 GMT

I was able to connect to COM3, but the ping was not alive after several attempts.

Re: Switch Not Powering AP

Imran_ruckus — Wed, 26 Apr 2023 15:48:25 GMT

Hi @zero32

Greetings!!!

Thank you for the response and the information you shared.

As there is an error stating host is not alive

Are you turning off the Windows firewall? If not, please turn off the Windows firewall and retry the software recovery process once again.

Please refer to the below link on how to turn off the Windows firewall:

https://support.microsoft.com/en-us/windows/turn-microsoft-defender-firewall-on-or-off-ec0844f7-aebd-0583-67fe-601ecf5d774f

Please let me know if you are getting the same error or are stuck at any point in the software recovery process.

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Switch Not Powering AP

zero32 — Thu, 27 Apr 2023 04:26:52 GMT

I turned off the firewall and still encountered the same error

Re: Switch Not Powering AP

Imran_ruckus — Thu, 27 Apr 2023 15:42:06 GMT

Hi @zero32

Greetings!!!

Thank you for the response and the update.

Could you please provide an image/photo of cable connections connected to your Switch and a Laptop/PC where you are trying software recovery?

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: Switch Not Powering AP

zero32 — Fri, 05 May 2023 00:56:32 GMT

Above are the requested pictures

Re: Switch Not Powering AP

Imran_ruckus — Fri, 05 May 2023 16:08:28 GMT

Hi @zero32

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared,

Could you please let me know if you have configured your computer IP address manually and TFTP Server as described in the Software recovery guide? (Please refer to the screenshot below). If configured as per the guide, please share the screenshot of the same.

Also, as mentioned previously please make sure the Windows firewall or any firewall is in a disabled/off state for all network profiles: Domain network, Private network, and Public Network, (Please refer to the below screenshot for more information). Please check the firewall for all three options and share a screenshot for the same.

https://support.microsoft.com/en-us/windows/turn-microsoft-defender-firewall-on-or-off-ec0844f7-aebd-0583-67fe-601ecf5d774f

Please let me know if you are getting the same error or are stuck at any point in the software recovery process.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.