topic Re: Need to get a new switch in RUCKUS Support for Lennar Homes

Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 13:46:38 GMT

I was in contact with ruckus about a year ago with regards to my switch being stuck in router mode. Unfortunately, I do not have the hardware to access the switch so it was suggested that I get a new switch. I know I have the serial number which I didn’t have access to because of the way it was mounted. Can someone please help me with this issue? I’m not sure why we can’t speak to someone in person but if someone can call me, you can reach me at 213-725-4113. Thank you!

Re: Need to get a new switch

Jayavidhya — Thu, 01 Jun 2023 14:01:13 GMT

Hi @jose_sandoval

Greetings of the day,

For detailed understanding of the issue please let us know the LED status of the switch and the access points using the below guide.

R510 LED lights

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

RUCKUS LED Lights

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-973C8AE8-837A-41C7-9811-BAEF6ADEF3D3.html

Best regards,

Jayavidhya

Lennar Home Community

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 14:08:52 GMT

All lights are on and green

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 14:20:54 GMT

Re: Need to get a new switch

Jayavidhya — Thu, 01 Jun 2023 14:54:14 GMT

Hi @jose_sandoval

All the lights are blinking green in your switch shows that your switch is working fine. Also we cannot replace the chassis until you confirm that the hardware is damaged.

For detailed understanding of the issue please share the LED status of the access points.

R510 LED lights

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

Is your internet connection is working fine or not. Are you having any connectivity issues like webpage not loading or slow connectivity.

Are the Access Points R510 powering up?

Best regards,

Jayavidhya

Lennar Home Community

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 15:20:46 GMT

Look at this email I received saying the switch CAN be exchanged out

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 15:21:53 GMT

My switch is stuck in router mode. And I can’t access it because I do not have a Windows laptop and my Mac laptop is a work one and cannot access the switch. What other options do I have here as I am not getting the full signal of my 5G networks via my ruckus mesh system

Re: Need to get a new switch

Jayavidhya — Thu, 01 Jun 2023 15:56:13 GMT

Hi @jose_sandoval

Based on your description, your switch is stuck in router mode which is related to software issue. As the unit is not damaged we cannot replace the unit.

To solve this issue please try to factory reset the switch using the following steps.

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

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

Best regards,

Jayavidhya

Lennar Home Community

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 16:12:21 GMT

I tried this step when I first interacted with you all in December that is why (if see the email) I was told to provide the serial number.

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 16:29:48 GMT

As you can also see I cannot connect to the switch via the app

Re: Need to get a new switch

Jayavidhya — Thu, 01 Jun 2023 16:38:56 GMT

Hi @jose_sandoval

This issue is related to software issue and we are not replacing the unit until you confirm that the hardware is damaged.

Please try to follow the factory reset process again and please let us know.

1.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

2. If the above step does not work we must locate the IP of the Switch using the below link.

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/m-p/47027

3-After that we must remotely access to device, using the below guide.

Here is a quick guide how to access via CLI of the devices

How to remotely access to 'ICX 7150-12P' 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/m-p/47388#M1801

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

ICX7150-C12 Router>

Once you are done with the above steps please let us know the results.

Best regards,

Jayavidhya

Lennar Home Community

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 16:45:15 GMT

I tried that reset process and it did not work

Re: Need to get a new switch

Jayavidhya — Thu, 01 Jun 2023 17:25:23 GMT

Hi @jose_sandoval

To solve this issue please try to locate the IP address of the switch using the below link.

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/m-p/47027

After that we must remotely access to device, using the below guide.

Here is a quick guide how to access via CLI of the devices

How to remotely access to 'ICX 7150-12P' 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/m-p/47388#M1801

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

ICX7150-C12 Router>

Once you are done with the above steps please let us know the results.

Best regards,

Jayavidhya

Lennar Home Community

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 18:17:51 GMT

I do not have a device to be able to remote access the switch

Re: Need to get a new switch

Jayavidhya — Thu, 01 Jun 2023 19:04:05 GMT

Hi @jose_sandoval

To solve this issue you must need a laptop/ PC to remotely access via CLI of the devices. So please try to get laptop / PC and follow the below link on how to remotely access to 'ICX 7150-12P' 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/m-p/47388#M1801

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

ICX7150-C12 Router>

Best regards,

Jayavidhya

Lennar Home Community

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 19:14:55 GMT

Come on man! That’s why I told you in the beginning that we moved to switching out my switch because I do not have access to any of those things.

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 19:49:17 GMT

What are you do for customers that don’t have these equipment. That is why I was offered the replacement of the switch. Please help me resolve this.

Re: Need to get a new switch

Jayavidhya — Thu, 01 Jun 2023 20:59:33 GMT

Hi @jose_sandoval

Sorry for the inconvenience.

This issue can be easily resolved by following the troubleshooting steps we provide. So we suggest you to arrange for the Laptop/PC to perform these steps. However, if you continue to have difficulty following the steps, I recommend that you seek outside help or a technician.

Best regards,

Jayavidhya

Lennar Home Community

Re: Need to get a new switch

jose_sandoval — Thu, 01 Jun 2023 21:16:22 GMT

Are you serious! Even though I was offered a replacement before. Even though I paid for my home to include this hardware. Are you kidding me? This how you treat a customer that has issues?

Re: Need to get a new switch

Imran_ruckus — Thu, 01 Jun 2023 22:07:48 GMT

Hi @jose_sandoval

Greetings!!!

Apologies for the inconvenience.

As we can see from the screenshot the RMA was approved back in 2021. And after following the troubleshooting steps for the reason unable to Telnet flash image. (As highlighted in the below screenshot)

And now 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 our company policies, we cannot replace the Switch for the software issues. And this is a simple software issue that can be resolved by the troubleshooting process.

This community forum is on best-effort support. We suggest you arrange for the Laptop/PC to perform the assisted steps. However, if you continue to have difficulty, we recommend that you seek outside help or a technician.

Thank you for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.