topic Re: Ruckus Unit in Ceiling Has No Power in RUCKUS Support for Lennar Homes

Ruckus Unit in Ceiling Has No Power

Abrewer123 — Thu, 01 Jun 2023 17:19:17 GMT

Hi there. My Ruckus unit will not turn back on since the power was disconnected. I unplugged everything in my internet hub to restart and since then, the unit in the ceiling has been dead. The unit in the hub has a green light but according to my internet provider who came out to try to help, power is not being sent to the ceiling device. Everything has been restarted multiple times. I am not very "tech savvy" and need help on how to get it work again. Thank you.

Re: Ruckus Unit in Ceiling Has No Power

Imran_ruckus — Thu, 01 Jun 2023 17:59:52 GMT

Hi @Abrewer123

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I could understand that your RUCKUS setup is not working, and Access Points do not have power.

Could you please let us know the answers to the below queries to assist you better?

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 showing the light status and the cable connections to the Switch)

3. 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 ALL the above queries or if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus Unit in Ceiling Has No Power

Abrewer123 — Thu, 01 Jun 2023 18:21:20 GMT

Thank you for your quick response.

1. It was working before I unplugged all the power to the internet area.

2. There are two lights on. I will upload the picture.

3. There are two access points and I will include that picture.

Both units show no power

Re: Ruckus Unit in Ceiling Has No Power

Imran_ruckus — Thu, 01 Jun 2023 18:54:20 GMT

Hi @Abrewer123

Thank you for the information you shared,

As we can see from the screenshot 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 TRY TO RESET YOUR SWITCH MULTIPLE TIMES AS DESCRIBED ABOVE.

IF STILL 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 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: Ruckus Unit in Ceiling Has No Power

Abrewer123 — Mon, 05 Jun 2023 02:32:36 GMT

I followed the steps and all the amber lights just keep blinking non-stop even after I complete a reset. What do I do next?

Re: Ruckus Unit in Ceiling Has No Power

Imran_ruckus — Mon, 05 Jun 2023 15:07:59 GMT

Hi @Abrewer123

Greetings!!!

Thank you for the response and the update.

If the reset is not working, please proceed with the Software recovery of the Switch as described in the previous post.

Please perform software recovery and share the screenshots if you are getting any errors or are stuck at any point in the software recovery process.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus Unit in Ceiling Has No Power

Abrewer123 — Tue, 06 Jun 2023 14:01:11 GMT

While I appreciate the detailed instructions, I am just a regular homeowner trying to get my wifi to turn back on. This all seems like something an IT department would do.

Where do I even find one of those cables? Do I go buy one? Will this mess up my computer? This seems VERY advanced. Isn't there someone who can come out and repair the problem? My home and this device are only 2 years old.

Re: Ruckus Unit in Ceiling Has No Power

Imran_ruckus — Tue, 06 Jun 2023 15:15:01 GMT

Hi @Abrewer123

Greetings!!!

Thank you for the response and the information you shared.

Apologies for any inconvenience. 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.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

Please do not worry, it won’t create any mess or any issues with the computer.

We need two cables for the Software recovery of the Switch. Ethernet cable (both ends RJ45 plugs) and USB to type C cable both together as described in steps 2 & 3 in the guide link. Request you follow the same and perform the software recovery process.

We have tried to create the guides as non-technical as possible so that they are not much difficult to follow.

We request you follow the guide and proceed. Please share the screenshots of the errors (if any) or please let us know if you are stuck at any point of troubleshooting. We will help with it and proceed to resolve the issue.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.