topic Switch not Sending signal (power) to APs. ICX 7150 C-12 in RUCKUS Support for Lennar Homes

Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Sun, 11 Jun 2023 14:43:41 GMT

None of the APs (4) are receiving signal from the switch.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Sun, 11 Jun 2023 18:00:32 GMT

I have rebooted the switch and tried to connect via comm port without any luck; amber light stays on.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Imran_ruckus — Mon, 12 Jun 2023 15:51:44 GMT

Hi @Silverbullet

Greetings!!!

Thank you for contacting RUCKUS 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 ports)

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 and cable connections to the Switch ports. 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 let us know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Wed, 14 Jun 2023 13:39:39 GMT

Hi Imran:

1. This is not a new install. However, it is a replacement for the original unit which was replaced 10 months ago. I included the SN in a previous message.

2. Unit is set up identically to the last unit and was working fine. Not sure If I had a power failure since everything else is in order but from what I can tell the unit is stuck in boot mode. I am unable to connect to the ruckus via computer to switch. Tried putty and the other app as well.

3. Service from the internet provider is stable. I have Smart Home Monitor which I monitor regularly.

4. There are 4 APs connected.

5. Status lights have not changed. One amber and one green; no other lights are on.

Is there a number I can call someone to discuss?

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Wed, 14 Jun 2023 14:07:38 GMT

If in fact this is a power problem, why didn't someone recommend installing a UPS?

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Imran_ruckus — Wed, 14 Jun 2023 15:45:25 GMT

Hi @Silverbullet

Greetings!!!

Thank you for the detailed information you shared.

Apologies, 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 you mentioned there are Amber and Green lights, If there is an amber/orange light on the "SYST" and a green light on the "PWR" on the Switch (as it is in the below picture). 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 IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES AS DESCRIBED ABOVE.

IF 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: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Fri, 16 Jun 2023 14:41:34 GMT

Hi Irman: What type of UPS do you recommend? I’m going to purchase one small enough to fit inside the cabinet.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Imran_ruckus — Fri, 16 Jun 2023 15:22:32 GMT

Hi @Silverbullet

Greetings!!!

Thank you for the response.

Could you please let me know if you were able to resolve the issue with your Switch which is stuck on boot mode?

And we recommend getting help or suggestion from a technician regarding UPS.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Fri, 16 Jun 2023 15:24:18 GMT

Imran: I'm getting ready to download the software to kick things off... I'll let you know how it goes.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Imran_ruckus — Fri, 16 Jun 2023 16:53:22 GMT

Hi @Silverbullet

Thank you for the update.

Sure, please do let us know if there is any help required on the troubleshooting steps or if you are stuck at any point. We are happy to help you.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Fri, 16 Jun 2023 17:38:59 GMT

I've downloaded everything and made changes to the com port but not able to get past the putty screen with the green cursor.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Imran_ruckus — Fri, 16 Jun 2023 18:08:17 GMT

Hi @Silverbullet

Thank you for the response and the update.

Did you try a reset of the Switch with a paper clip MULTIPLE times?

If yes, Please share a picture showing the cable connections between the Switch and the Laptop/PC for performing software recovery and also share a screenshot of the error you are getting on Putty.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Fri, 16 Jun 2023 18:57:09 GMT

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Fri, 16 Jun 2023 19:43:47 GMT

I have reset the switch numerous times.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Imran_ruckus — Fri, 16 Jun 2023 20:13:44 GMT

Hi @Silverbullet

Thank you for the response and the information you shared.

As I can see from the picture, you have only used an ethernet cable. Also, there must be a USB to type a C cable connected to the Switch port and the Laptop/PC. (Please refer to the below screenshot). And remove other cables except 2 software recovery cables and a Power cord.

Please use 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 once again. And please share the screenshots of the error (if any).

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.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Fri, 16 Jun 2023 21:30:40 GMT

Same outcome. No connection

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Imran_ruckus — Fri, 16 Jun 2023 21:35:38 GMT

Hi @Silverbullet

Thank you for the response and the information.

Please connect software recovery cables to the Switch and the laptop and help us with a screenshot of the Device Manager showing the COM ports. (Please refer to the below screenshot)

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: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Fri, 16 Jun 2023 21:49:18 GMT

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Imran_ruckus — Fri, 16 Jun 2023 22:05:24 GMT

Hi @Silverbullet

Thank you for the response and the information.

Please try to Access the COM3 and COM4 as Serial Line with Speed 9600. I believe you have tried COM4 once.

Could you please reboot your Switch once and perform the software recovery once again on Putty?

If still you are getting the same result, I request you please download the MobaXterm app similar to Putty and perform the same operation once again there.

Below is the link to download the MobaXterm application:

Mobaxterm: https://mobaxterm.mobatek.net/download-home-edition.html

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

Thank you again. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Switch not Sending signal (power) to APs. ICX 7150 C-12

Silverbullet — Fri, 16 Jun 2023 22:10:33 GMT

I have tried that as well.. and have also rebooted the ruckus while restarting both putty and Moba. I have to use the com 4 port... com3 will not work... let me launch moba again.