topic Re: The ruckus device stopped working after updating my internet in RUCKUS Support for Lennar Homes

The ruckus device stopped working after updating my internet

Kayboy067 — Sat, 03 Jun 2023 16:15:59 GMT

My ruckus stopped working and the green light under the port is amber and the two access points light connected to the ruckus are off so I need help with it. Thanks

Re: The ruckus device stopped working after updating my internet

juneskigram — Sat, 03 Jun 2023 22:02:54 GMT

I am having the same issue. I rebooted and did reset, but nothing.

Re: The ruckus device stopped working after updating my internet

Kai — Sun, 04 Jun 2023 01:02:02 GMT

Me too:(

Re: The ruckus device stopped working after updating my internet

Imran_ruckus — Mon, 05 Jun 2023 15:36:48 GMT

Hi @Kayboy067

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. 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 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: The ruckus device stopped working after updating my internet

Imran_ruckus — Mon, 05 Jun 2023 15:37:55 GMT

Hi @juneskigram and @Kai

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

As this case is raised by @Kayboy067

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: The ruckus device stopped working after updating my internet

Kayboy067 — Mon, 05 Jun 2023 16:45:48 GMT

1. It was installed before we moved in and it has never worked. Also no power outage occurred.
2. No lights on either green or amber.

3. My ISP is stable and working fine.
4. Access points are connected to the switch but no lights on any of the 2.

Re: The ruckus device stopped working after updating my internet

Imran_ruckus — Mon, 05 Jun 2023 18:25:51 GMT

Hi @Kayboy067

Thank you for the response and the information you shared.

As your RUCKUS ICX-7150-C12P Switch is not powering up.

Could you please try to check by replacing another Power cord with the Switch? In case the current power cord has been damaged.

Also, please 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 IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES AS DESCRIBED ABOVE.

Please help me know the answers to the above queries or 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: The ruckus device stopped working after updating my internet

Kayboy067 — Mon, 05 Jun 2023 19:50:44 GMT

But this is frustrating and I feel this Ruckus of a thing is fraud because this is same response you kept telling everybody with this same issue and yet not reasonable solution given. All the options you mentioned above I have tried before submitting my request to the community to see if I could get help. None of the options you gave works and do you think the numbers of cord I bought and more so a home of less than 3 years so all my switches are working fine so the problem is with the junk you supplied to us and you people are hiding under this community bull**bleep** to defraud us. So sad!

Re: The ruckus device stopped working after updating my internet

Imran_ruckus — Mon, 05 Jun 2023 22:24:46 GMT

Hi @Kayboy067

Thank you for the response.

Please note that as a part of our process, we must assist with the troubleshooting steps and work on the workaround based on the issue to check, and resolve the same.

If you have followed the steps mentioned in my last post,

Could you please plug your ICX-7150-C12P Switch into a working power outlet and send us PICTURES and a VIDEO of it showing the light status, and cord connected to the Switch and power outlet? Please refer to the below pictures as an example.

Please use the below link to upload a VIDEO:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

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

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: The ruckus device stopped working after updating my internet

Kai — Wed, 07 Jun 2023 00:21:06 GMT

Hello,

1. It was working before I had a power outage.

2. There are no lights on

3. my internet is stable

4. I have one access point

this came with the house when I bought it.

Re: The ruckus device stopped working after updating my internet

Kai — Wed, 07 Jun 2023 00:22:58 GMT

Additional pic

Re: The ruckus device stopped working after updating my internet

Imran_ruckus — Wed, 07 Jun 2023 15:00:26 GMT

Hi @Kai

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

As this case is raised by @Kayboy067

To avoid confusion with posts, you can create your own post with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.