topic Re: Ruckus stuck in reboot mode in RUCKUS Support for Lennar Homes

Ruckus stuck in reboot mode

SendHelp — Tue, 16 May 2023 18:16:57 GMT

Hi, my Ruckus router was stuck rebooting (yellow SYST light and green PWR light), so I tried resetting the router. The router is now flashing all yellow lights and a green power light., and access points around the house are still showing no lights.

The last time I ran into this issue, someone was able to remote desktop onto my computer and fix the issue within a few minutes. It was due to some rare issue/bug with these routers.

Can I please get ahold of someone to help resolve this like last time? Thank you.

Re: Ruckus stuck in reboot mode

Jayavidhya — Tue, 16 May 2023 18:44:24 GMT

Hi @SendHelp

Greetings of the day,

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.

Based on your description, it seems that your switch has one green and one amber light, which means that the switch is stuck in boot mode.

1-Please try to disconnect from the Power outlet the ICX- 7150 and reconnect it.

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.

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE...

Video link:https://www.youtube.com/watch?v=6jHMTdo_hK4

If the resetting process doesn't work, we need to perform a software recovery.

Here is the quick guide to perform software recovery.

How to perform a Software recovery on an ICX7150 switch

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/m-p/47483

Ruckus ICX Recovery Load boot code from boot monitor

https://www.youtube.com/watch?v=RHriOYYD_iI&t=7s

Note: after fixing the issue of the Switch been stuck in boot mode, please perform an upgrade to the code 08095g UFI and upgrade both partitions with the switching code file named SPS08095gufi.bin, so perform the software recovery using the code 08090k with the upgrade image file named SPS08090k.bin, then when the switch is back to normal upgrade to the file SPS08095gufi.bin for both partitions primary and secondary.

1.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

2. 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/m-p/47187

3. Upgrade a switch via Web GUI (ICX7150 Switch)

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus stuck in reboot mode

SendHelp — Tue, 16 May 2023 18:52:04 GMT

Hi Jayavidhya,

I did try the reset and the ruckus is stuck with flashing yellow lights now and is not rebooting. The last time this happened someone was able to help me over the phone in just a few minutes with remote desktop. The following steps you have provided are way beyond me.. can you please assist?

Re: Ruckus stuck in reboot mode

Jayavidhya — Tue, 16 May 2023 19:17:07 GMT

Hi @SendHelp

We have tried to create the guides as non-technical as possible, so that they are not difficult to follow. So please try to follow the below steps which are explained in detail.

If the resetting process doesn't work, we need to perform a software recovery.

Here is the quick guide to perform software recovery.

How to perform a Software recovery on an ICX7150 switch

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/m-p/47483

Ruckus ICX Recovery Load boot code from boot monitor

https://www.youtube.com/watch?v=RHriOYYD_iI&t=7s

However, if you continue to have difficulty following the steps, I would recommend that you seek outside help or a technician.

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus stuck in reboot mode

SendHelp — Tue, 16 May 2023 19:54:13 GMT

I see the links you provided, the youtube video is pretty high level and the "software recovery" link I need some additional help understanding.
Are you able to provide a WebX link to help me via remote desktop? This was what customer support helped me with last time and they resolved this issue very quickly.
Thank you

Re: Ruckus stuck in reboot mode

Jayavidhya — Tue, 16 May 2023 20:39:14 GMT

Hi @SendHelp

Sorry for the inconvenience. We will be exclusively supporting customers via this community forum support model.

Please try to follow the below steps which are explained in detail. For software recovery process, first we have to gain console access to the switch.

How to console in the ICX-7150-12CP 'Ruckus Switch'

You will need one of the following cables:

An USB console cable with Type-C connector (In one side you will have a Type-C USB and in the other side a normal USB)

A serial console cable with an RJ-45 connector (In one side you will have a RJ-45 connector and in the other a normal USB)

Then you will need to locate the console port on the device, it will depend on the cable you have:

2-You will need to connect the console cable into the console port (Number 1 or 15 depending on your cable) and connect to a USB on your workstation (Computer).

3-A terminal software is required to connect to the device

Here is where you can download:

Putty:https://www.putty.org/

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

Also while troubleshooting if you find difficulty in following the steps please share the screenshot of the image where you got stuck.

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus stuck in reboot mode

SendHelp — Tue, 16 May 2023 20:50:00 GMT

Are there no circumstances where phone/webX support is available? Surely this would be a faster solution that me attempting this on my own.

Alternatively, what technician do I have available for me to help with this if unable to do on my own.

I am in dire need of help and it is frustrating that this issue was resolved to easily before with a quick call.

Re: Ruckus stuck in reboot mode

SendHelp — Wed, 17 May 2023 00:39:53 GMT

Update: my Ruckus is in a different room from my desktop. How would I complete this?

How do I get a technician here to help solve my Ruckus issues? Can I please request Webex support for this issue?

Re: Ruckus stuck in reboot mode

Jayavidhya — Wed, 17 May 2023 13:48:41 GMT

Hi @SendHelp

Sorry for the inconvenience.

Please try to understand that we are not providing support via phone or email. We are only supposed to support customers via this community forum support model.

If you find difficulty in following the steps I request you to seek outside help or technician.

Also I have explained steps in a very easy way so that you won't find any difficulty to follow the steps.

For software recovery process, first we have to gain console access to the switch.

How to console in the ICX-7150-12CP 'Ruckus Switch'

You will need one of the following cables:

An USB console cable with Type-C connector (In one side you will have a Type-C USB and in the other side a normal USB)

A serial console cable with an RJ-45 connector (In one side you will have a RJ-45 connector and in the other a normal USB)

Then you will need to locate the console port on the device, it will depend on the cable you have:

2-You will need to connect the console cable into the console port (Number 1 or 15 depending on your cable) and connect to a USB on your workstation (Computer).

3-A terminal software is required to connect to the device

Here is where you can download:

Putty:https://www.putty.org/

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

Also while troubleshooting if you find difficulty in following the steps please share the screenshot of the image where you got stuck.

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus stuck in reboot mode

SendHelp — Wed, 17 May 2023 19:17:48 GMT

Hmm. ok, i have a Mac laptop and the cord to hook to ruckus.

What is different about the recovery process when using a Mac? I am less familiar with Mac

Re: Ruckus stuck in reboot mode

Jayavidhya — Wed, 17 May 2023 20:18:49 GMT

Hi @SendHelp

Please follow the below steps for MAC console access to switch also steps to perform software recovery.

Mac iOS system solution

1-Install the drivers on your machine to read the cable type C to console the switch ( ICX-7150-C12P )

Software:

Link:https://www.silabs.com/developers/usb-to-uart-bridge-vcp-drivers?tab=downloadshttps://www.silabs.com...

Link:https://support.ruckuswireless.com/software/1413-brocade-ruckus-7150-usb-serial-driver-mac

2-After successfully installing the Mac Drivers, open the Mac terminal, when you see the command prompt do the following:

Enter this command:

ls /dev/cu.*

This command will display something like this:

One of those logs will say something similar to /dev/cu.SiLabs_Serial (which is related to the drivers you installed)

3-Then enter the following command using the name of the installed driver that was displayed:

screen /dev/cu.SiLabs_Serial 9600

4-Hit Enter and you will have access to the ICX7150’s CLI. (Comand Line)

Video link as reference: https://www.youtube.com/watch?v=1AcJokMm78U

5. Let’s download the firmware, we require performing the software recovery.

Note:I will download the 08090k firmware using the file named SPS08090k.bin for image, I will advise using the same, and when you take the switch out of boot mode, please upgrade to the recommended 08095g UFI code, with the file named SPS08095gufi.bin and upgrades both partitions primary/secondary.

Link: https://support.ruckuswireless.com/software

Look for the scroll bar, (Choose Product) and select ICX7150>downloads>choose the code>I will choose 08090k>downloads>agree the terms>download.

*Now that you have downloaded the firmware, unzip the file and create a folder, then paste only the following two files: boot and image, in my example I will use the 08090k firmware, so look the main folder for the directory that belongs to the same Switch model you have ICX7150, there are subdirectories, look for boot and image files, and copy and paste (in the folder you have created) the following files names.

For Boot: mnz10115.bin

For Image: SPS08090k.bin

Note: you can see in my example I searched from my downloads>file 08090k (The code I downloaded and Unzip>ICX7150>now you can see the subdirectories I have mentioned, then copy the two files (boot and Image) to the new folder you have created, I named mine Upgrade.

1: Now we have all the applications downloaded and the firmware, Let’s configure your Computer’s IP address, this must be statically assigned in order to have connectivity to your switch, remember you have an Ethernet cable from your computer to the Management port in the switch, so we require configure the computer with the same subnet.

Start>type control panel>View network status and Task>change adapter setting>Ethernet>right click properties>Internet Protocol (TCP/IPv4)>Select Use the following IP address>insert the same information I have>Click OK

2: Now let’s prepare your TFTP server:

Start>type TFTP>Open

A: Select the path with the folder you have created named Upgrade:

Hit browse>download>Upgrade>OK

B: Select the server interfaces as the IP address you configured for your computer:192.168.0.2

Scroll Server interfaces>choose the one you configured statically in your computer

Note: after configuring the TFTP server Application, this one must remain open during all process.

3: Now that the TFTP application is set up, let’s open putty to gain access to the Switch and star the software recovery, however before open putty we need to know the COM# your computer have assigned for the connection between your Computer to the Switch’s console port.

Let’s find the COM#, then use the Putty APP to access the CLI of the Switch.

Note: The COM it’s basically a number that the computer assigned when there are external devices connected, in our case will be the connection between your computer and the Switch.

My COM# is COM3 in this example; however, in your case it will perhaps be different and will say ICX7150-Swithc or similar.

Start>type device manager>open>Ports (COM &LPT)

*Now you know the COM number, let’s open the putty Application:

Start>type the putty>open > select the serial>change the COM # with the same you found previously>Open> now you will gain access to the CLI if the Switch via console/serial.

*After you press open from the Putty APP, a Putty session will prompt like this:

boot>

*Let’s run the next set of commands to configure the Switch.

“setenv ipaddr 192.168.0.3” (assign an IP address to the switch, As you see I just change the last digit instead 2 as my computer I used 3)

"setenv gatewayip 192.168.0.2" (default gateway of your network, which will be your own computer as well)

“setenv netmask 255.255.255.0” (net mask belonging to the network, matching with the same found from the CMD)

“setenv serverip 192.168.0.2” (enter the IP address of the TFTP server, means the computer wire to the Switch on the management port)

"printenv" (check the values you recently change)

- Enter command saveenv to save the changes

"saveenv"

“ping 192.168.0.2” (ping to test connectivity to your network Computer IP)

Note: the ping response should say alive, if the response is "is not alive", it means that there is no connectivity between the computer and your Switch, so you cannot move forward, note that the connection that creates the Connectivity between the computer and your Switch, is the Ethernet cable connected from the Out-of-band management port on the Switch to the Ethernet port on your computer, and the IP address you configured in your computer and the Switch (computer's IP 192.168.0.2) (Switch'IP 192.168.0.3)

Example of the computer's IP address and the configuration of the Switch

*Now you have configured the Switch and you have connectivity to the Computer/Server, let’s run the software recovery, which is basically performing an upgrade while the Switch it’s in boot mode.

Let run the next set of commands:

“setenv image_name SPS08090k.bin” (enter the correct image file name)

“update_primary” (upload the image on the primary partition)

“setenv image_name SPS08090k.bin” (enter the correct image file name)

“update_secondary” (upload the image on the secondary partition)

*Wait that loads the image and continue with the boot:

“setenv uboot mnz10115.bin” (enter the correct boot file name)

“update_uboot” (upload the boot code)

* Wait that loads the boot and continue with the Final command reset:

“reset” (finally enter reset to reload the unit)

Tutorial video: https://www.youtube.com/watch?v=RHriOYYD_iI

How to perform a Software Recovery Article?

https://support.ruckuswireless.com/articles/000006823

Best regards,

Jayavidhya

Lennar Home Community

Re: Ruckus stuck in reboot mode

SendHelp — Thu, 25 May 2023 22:31:09 GMT

Hi I am still having issues with my Ruckus device and the system recovery required I need help with. At what point is phone support or Webex support available?

Also curious, does the system recovery wipe all my prior settings that I had or will the ruckus reboot and my devices would reconnect normally?

Re: Ruckus stuck in reboot mode

Jayavidhya — Fri, 26 May 2023 12:48:47 GMT

Hi @SendHelp

Please let us know whether you have tried software recovery process or not.

If yes please let us know in which step you got stuck so that we can guide you to complete the software recovery process.

Best regards,

Jayavidhya

Lennar Home Community