topic Another Dead ICX 7150-C12P in RUCKUS Support for Lennar Homes

Another Dead ICX 7150-C12P

jbienz — Sun, 04 Jun 2023 22:06:15 GMT

I am having the same issue as others described here:

Solved: RUCKUS Forums - Ruckus ICX 7150-C12P failed - no lights - CommScope RUCKUS Community Forums (ruckuswireless.com)

and here:

RUCKUS Forums - Dead ICX 7150-C12P - CommScope RUCKUS Community Forums (ruckuswireless.com)

When power is applied, the LEDS flash but do not stay on. The unit does not boot and does not supply power to the APs.

Here is the picture showing the outlet has power and the device does not boot:

Here is the video of the device receiving power, the lights flashing, and then not booting:

Ruckus has AC Power but won't boot - YouTube

And here is a video of the reset procedure not working:

Ruckus reset procedure doesn't work - YouTube

This is an extreme inconvenience to our entirely family and it's very frustrating that I cannot contact support by phone.

Please provide the steps for an urgent RMA.

IMPORTANT: Chat appears to be broken on your support page. Clicking the "Chat ..." button on https://support.ruckuswireless.com/contact-us doesn't do anything. I have tried on both Chrome and Edge.

Re: Another Dead ICX 7150-C12P

Jayavidhya — Mon, 05 Jun 2023 14:12:09 GMT

Hi @jbienz

Greetings of the day,

Based on the troubleshooting done your switch is not powering on, it seems that your switch is not responding this unit should be RMA (return merchandise authorization) in simple words replace it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL) and paste it into the chat to start unit replacement.

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

Best regards,

Jayavidhya

Lennar Home Community

Re: Another Dead ICX 7150-C12P

jbienz — Tue, 06 Jun 2023 19:39:19 GMT

As I previously stated and marked as IMPORTANT your chat feature is completely broken. Clicking on chat does nothing. Here is a YouTube video showing that your chat feature is broken on both Chrome and Edge:

https://youtu.be/SIwdHac_6gI

Please urgently provide a method for getting this unit replaced that does not require using your chat system.

Re: Another Dead ICX 7150-C12P

jbienz — Tue, 06 Jun 2023 20:04:26 GMT

UPDATE: For anyone who is not able to use the Chat support feature like I show in the video above, this is due to having a PiHole. PiHole has a block for their support domain (liveperson.net). If you temporarily disable PiHole blocking and refresh the support page, you will be able to chat with support. (More specifically their support bot, which will open a case for you. Be prepared with your serial number.)

Re: Another Dead ICX 7150-C12P

Jayavidhya — Tue, 06 Jun 2023 20:15:28 GMT

Hi @jbienz

Thanks for the update.

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

Best regards,

Jayavidhya

Lennar Home Community