topic Re: How can I schedule a service call to get my RUKUS APs working again? in RUCKUS Support for Lennar Homes

How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Fri, 07 Apr 2023 21:52:55 GMT

I need internet access to work from home and urgently request help. Gary Rodzewicz (407-232-2097 or Gary.Rodzewicz@Lennar.com).

Re: How can I schedule a service call to get my RUKUS APs working again?

Imran_ruckus — Fri, 07 Apr 2023 22:03:12 GMT

Hi @Gary_Rodzewicz

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

As per the case description, I could understand that your RUCKUS Access Points are not working and there is no internet.

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.

Please let us know the answers to the below queries to assist you further.

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 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: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Sat, 08 Apr 2023 15:03:28 GMT

The Spectrum cable modem and router are both working. Both lights are green on the Rukus and the Spectrum technician was able to access it via his laptop and console cable. It appeared normal to the technician. There are no lights active on either access point and my Ring Elite doorbell is offline too. We have power outages during thunderstorms all the time. The access points stopped working at the same time as the Ring Doorbell Elite.

Re: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Sat, 08 Apr 2023 21:58:43 GMT

I am having a hard time uploading the requested pictures. What are my options for getting resolution? If I perform a factory reset on the 7150, am I shooting myself in the foot? Clearly POE is not working in my home and the 7150 appears to be the culprit. I just received a console cable but don't have any instruction to proceed.

Re: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Sat, 08 Apr 2023 22:21:53 GMT

When I access my router, neither my Ring Doorbell nor the RUKUS show as active. However, they both show up with a MAC address as inactive (no IP address assigned).

Re: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Mon, 10 Apr 2023 18:02:02 GMT

From the attached photographs,

1. There are no "STATUS" lights on (STAT SPD ID USB PoE are all 'off')

2. SYST and PWR are both 'green' MS UPDATE DIAG and CLD are all 'off'

3. PoE devices (port 2 [Ring Elite], port 4 [R510#1], and port 6 [R510#2]) status lights are 'off'

4. Non-PoE devices (ports 3,5, and 7) are 'amber'

5. Ethernet In (port 1) from router is 'green'

Re: How can I schedule a service call to get my RUKUS APs working again?

Imran_ruckus — Mon, 10 Apr 2023 18:17:24 GMT

Hi @Gary_Rodzewicz

Greetings of the day!!!

Thank you for the response and the detailed information.

Please follow the below steps and help us with the queries,

1. To check this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

How to find my Ruckus “Devices IP address” using free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Devices-IP-address-using-free-applications/td-p/47027

2. Once we identify the IP address of the switch proceed to access remotely to the device “Command Line”

How to remotely access to 'ICX 7150-C12P' or 'access points' "Network devices":

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version
show inline power
show inline power detail

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and 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: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Mon, 10 Apr 2023 22:34:56 GMT

The up scanner is not showing an IP address for the Rukus. My router does not show one either. My router shows a non-responsive MAC but no IP.

Re: How can I schedule a service call to get my RUKUS APs working again?

Imran_ruckus — Mon, 10 Apr 2023 22:53:14 GMT

Hi @Gary_Rodzewicz

Thank you for the response and the update.

Please make sure your device which runs an IP scanner is connected to the same Router Wi-Fi or Internet that is connected to your Switch, in order to display the IP address of the Switch. You could also check from the IP Scanner Mobile app as described in the same link from the previous post.

If you are still unable to get the IP address of the Switch, the only option left is to get console access to the Switch-

Here is a guide on how to access to the Switch via console (cable access between your PC to the ICX 7150-C12P) in this case we need a USB type C to USB standard or Console cable Rj45 to USB.

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

Once you are logged in to the ICX-7150-C12P please follow and perform the same commands and help with the outputs.

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: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Mon, 24 Apr 2023 00:58:50 GMT

I purchased the necessary cable to serial connect my laptop to the RUKUS console port. I was not presented with sign-on screen and have spent hours trying to make it happen. The RUKUS to router connection is green but my Advanced IP Scanner is not showing an IP address. I have been offline with my POE devices (2 Access Points and 1 Ring Elite Door Bell) for over three weeks. My ICX7150-C12P-2X1G (80-1009879-06) was installed in my home when I purchased it from Lennar four and a half years ago. The serial number is FEK3214P0AN. If this is under warranty, can I get it repaired or replaced? Please

Re: How can I schedule a service call to get my RUKUS APs working again?

Imran_ruckus — Mon, 24 Apr 2023 16:42:16 GMT

Hi @Gary_Rodzewicz

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Apologies, we cannot replace the devices for the software issue. Warranty is not covered for software issues which could be resolved by troubleshooting steps.

As described in my previous post, please access the CLI by Console access process. Getting console access does not require the IP address of the Switch. Please share the screenshots if stuck at any step or error (if any) and 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: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Sat, 29 Apr 2023 18:43:19 GMT

ICX7150-C12 Switch>enable
No password has been assigned yet...
ICX7150-C12 Switch#show version
Copyright (c) 1996-2017 Brocade Communications Systems, Inc. All rights reserved.
UNIT 1: compiled on Aug 14 2017 at 06:54:44 labeled as SPS08061a
(24723488 bytes) from Primary
SW: Version 08.0.61aT211
Compressed Boot-Monitor Image size = 786944, Version:10.1.10T225 (mnz10110)
Compiled on Sun Jun 25 09:25:15 2017

HW: Stackable ICX7150-C12-POE
==========================================================================
UNIT 1: SL 1: ICX7150-C12-2X1G POE 12-port Management Module
Serial #:FEK3214P0AN
Current License:
P-ASIC 0: type B160, rev 11 Chip BCM56160_B0
==========================================================================
UNIT 1: SL 2: ICX7150-2X1GC 2-port 2G Module
==========================================================================
UNIT 1: SL 3: ICX7150-2X10GF 2-port 20G Module
==========================================================================
1000 MHz ARM processor ARMv7 88 MHz bus
8192 KB boot flash memory
2048 MB code flash memory
1024 MB DRAM
STACKID 1 system uptime is 24 minute(s) 12 second(s)
The system started at 00:02:05 GMT+00 Sat Jan 01 2000

The system : started=cold start

ICX7150-C12 Switch#show inline power

Power Capacity: Total is 124000 mWatts. Current Free is 124000 mWatts.

Power Allocations: Requests Honored 0 times

Port Admin Oper ---Power(mWatts)--- PD Type PD Class Pri Fault/
State State Consumed Allocated Error
--------------------------------------------------------------------------
1/1/1 Off Off 0 0 n/a n/a 3 n/a
1/1/2 Off Off 0 0 n/a n/a 3 n/a
1/1/3 Off Off 0 0 n/a n/a 3 n/a
1/1/4 Off Off 0 0 n/a n/a 3 n/a
1/1/5 Off Off 0 0 n/a n/a 3 n/a
1/1/6 Off Off 0 0 n/a n/a 3 n/a
1/1/7 Off Off 0 0 n/a n/a 3 n/a
1/1/8 Off Off 0 0 n/a n/a 3 n/a
1/1/9 Off Off 0 0 n/a n/a 3 n/a
1/1/10 Off Off 0 0 n/a n/a 3 n/a
1/1/11 Off Off 0 0 n/a n/a 3 n/a
1/1/12 Off Off 0 0 n/a n/a 3 n/a
--------------------------------------------------------------------------
Total 0 0

ICX7150-C12 Switch#show inline power detail

Power Supply Data On unit 1:
++++++++++++++++++

Power Supply Data:
++++++++++++++++++

Power Supply #1:
Max Curr: 2.3 Amps
Voltage: 54.0 Volts
Capacity: 124 Watts
PoePower: 124 Watts

POE Details Info. On Unit 1 :

General PoE Data:
+++++++++++++++++

Firmware
Version
----------------
02.1.0 Build 002

Hardware
Version
----------------
UNKNOWN

Cumulative Port State Data:
+++++++++++++++++++++++++++

#Ports #Ports #Ports #Ports #Ports #Ports #Ports
Admin-On Admin-Off Oper-On Oper-Off Off-Denied Off-No-PD Off-Fault
-------------------------------------------------------------------------
0 12 0 12 0 0 0

Cumulative Port Power Data:
+++++++++++++++++++++++++++

#Ports #Ports #Ports Power Power
Pri: 1 Pri: 2 Pri: 3 Consumption Allocation
-----------------------------------------------
0 0 0 0.000 W 0.000 W

ICX7150-C12 Switch#
ICX7150-C12 Switch#show running-config
Current configuration:
!
ver 08.0.61aT211
!
stack unit 1
module 1 icx7150-c12-poe-port-management-module
module 2 icx7150-2-copper-port-2g-module
module 3 icx7150-2-sfp-plus-port-20g-module
!
!
!
!
!
!
!
!
!
!
!
!
!
interface ethernet 1/3/1
speed-duplex 1000-full
!
interface ethernet 1/3/2
speed-duplex 1000-full
!
!
!
!
!
!
!
!
end
ICX7150-C12 Switch#
ICX7150-C12 Switch#

Re: How can I schedule a service call to get my RUKUS APs working again?

Imran_ruckus — Mon, 01 May 2023 16:20:13 GMT

Hi @Gary_Rodzewicz

Greetings of the day!!!

Thank you for the detailed information you shared,

As I can see from the information you shared, the PoE is in the disabled state on all the ports of the Switch (Please refer to the below screenshot). By which the Access Points are unable to get the power.

To enable the PoE on the Switch, please perform the below commands from the CLI:

Switch>enable
No password has been assigned yet...
Switch#configure terminal
Switch(config)#interface ethernet 1/1/1 to 1/1/12
Switch(config-mif-1/1/1-1/1/12)#inline power

Also attaching a Screenshot as a reference:

Once you perform the above process all ports should be On, and APs should get the power.

Also, I would like to suggest upgrading your Switch to the latest stable version, as your current Switch is on the old version which is SPS08061a. Please let me know once you are done with the above process, to assist you with the upgrading of the Switch.

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

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Mon, 01 May 2023 23:52:51 GMT

Time for a factory reset?

Did this happen because of my firmware level?

Re: How can I schedule a service call to get my RUKUS APs working again?

Imran_ruckus — Tue, 02 May 2023 00:01:44 GMT

Hi @Gary_Rodzewicz

Thank you for the response and the information you shared.

As you are getting the “PoE: Failed power allocation of 30000 mwatts on port” error.

Please unplug all the PoE device ethernet cables from the Switch and perform the same commands once again. Then plug the unplugged ethernet cables back into the Switch ports.

If it doesn’t work, we have to Upgrade your Switch to the latest stable version.

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Tue, 02 May 2023 01:04:11 GMT

I did not have any cables connected.

I ended the putty session and went back into the console port.

It shows that I have POE turned on despite the previous messages.

I plan to reinstall the RUKUS into my network after I get current on firmware.

Please direct me. I am ready to go ASAP.

Re: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Tue, 02 May 2023 01:05:39 GMT

Please provide some next steps.

Thank you.

Re: How can I schedule a service call to get my RUKUS APs working again?

Gary_Rodzewicz — Tue, 02 May 2023 01:28:19 GMT

I think I am fixed. Ready for firmware upgrade instructions.

Re: How can I schedule a service call to get my RUKUS APs working again?

Imran_ruckus — Tue, 02 May 2023 15:33:51 GMT

Hi @Gary_Rodzewicz

Thank you for the response and the update.

Great!!! good to know that the previous issue is now resolved.

Please follow the below steps for Upgrading your Switch to the latest stable version.

The recommended stable version is 8095g (08.0.95g)-

Below are the options or methods to perform the Upgrade on the switch: You could choose any one of these.

1st Option:

1. In this option, we will use a pen drive or USB flash drive in which we move the files to the pen drive and connect it to the Switch then through CLI we execute the commands to upgrade the Switch using the following guide as a reference:

How to Upgrade a Switch ICX-7150-C12P using a USB flash drive

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Upgrade-a-Switch-ICX-7150-C12P-using-a-USB-flash-drive/td-p/46781

2nd Option:

2. The following guide is an example of an upgrade via TFTP server, by using an application (FREE) to send files or upload remote files to a device, in our case, we will use it to update a new version to the Switch, basically it will send the image version remotely from the computer to the switch.

How to upgrade a Switch ICX7150-C12P via TFTP

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Upgrade-a-Switch-ICX-7150-C12P-via-TFTP/td-p/47187

3rd Option:

3. In this option we Upgrade the Switch from the Web Interface (GUI) of switch.

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-an-Upgrade-via-Web-GUI-ICX7150-Switch/td-p/48200

Try to access your switch from a web browser by pasting the below URL in http or https form whichever that works.

https://0.0.0.0 or http://0.0.0.0 (IP address of Switch. 0.0.0.0 is just as an example)

As you can access CLI/Console, I would suggest you follow the 2nd option.

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.