topic Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce in RUCKUS Support for Lennar Homes

Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Thu, 08 Jun 2023 23:17:09 GMT

Internet working, RUCKUS Switch ICX7150 does not turn on. Ruckus support team is giving me the run around asking for pictures (already posted). I’m a Lennar Home customer and promised lifetime warranty for RUCKUS. It’s been 30 days and I have not received the RMA so I can replace this non working switch. RUCKUS need to honor the commitment of lifetime warranty. Send the RMA. Perhaps complaints should be filed at the Bettef Business Bureau.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Thu, 08 Jun 2023 23:51:43 GMT

Hi @Mars55

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

Apologies for the any inconvenience.

As per the case description, I could understand that your RUCKUS ICX-7150-C12P is not turning on.

Please try to check by replacing another Power cord with the Switch. In case the current power cord had damaged.

Did you try to reset the Switch with a paperclip? If not, please refer to the below process.

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.

Please check and 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 switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Sun, 11 Jun 2023 22:40:38 GMT

On the 4th console reset attempt using a paper clip, the switch appeared to reboot, then several amber lights appeared on the switch flashing quickly nonstop with lots of static clicking sounds then the switch powered off. This resolution has not worked.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Mon, 12 Jun 2023 18:49:03 GMT

Hi @Mars55

Greetings!!!

Thank you for the response and the update.

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 share the screenshots if stuck at any step or error (if any) and 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: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Wed, 14 Jun 2023 01:07:53 GMT

I’ve performed all the steps. Downloaded firmware, downloaded putty app, when I select the port to open putty the “boot” drive does not appear. I’ve included photos. I cannot reload the software.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Wed, 14 Jun 2023 15:27:00 GMT

Hi @Mars55

Greetings!!!

Thank you for the response and the information you shared.

Could you please provide an image/photo of where you have connected the cables to perform software recovery of the Switch? (Physical setup) like the following example:

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 switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Wed, 14 Jun 2023 18:57:15 GMT

The usb C cable plugged into laptop. Ethernet plugged from internet router to laptop. Pics attached.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Wed, 14 Jun 2023 19:49:04 GMT

Hi @Mars55

Thank you for the response and the information you shared.

As I could see from the picture you shared, for software recovery we need to plug in only 2 cables and a power cord to the Switch. Type-C to USB and an Ethernet cable. Please unplug all other cables. As you have used an ethernet cable from the Router and the Laptop/PC. Please connect an ethernet cable from the Management port of the Switch to the Laptop/PC and try to perform software recovery once again. Please refer to the below pictures for connection setup.

Please perform software recovery once again 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 switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Thu, 15 Jun 2023 14:41:20 GMT

When I left connection in the below photo I received the attached boot error message

When I connected as instructed the Ethernet cable did not appear see photos

the Ethernet appears when I plug from internet router to laptop see photos

Switch is still not working. What else do I do?

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Thu, 15 Jun 2023 16:15:07 GMT

Hi @Mars55

Greetings!!!

Thank you for the response and the information you shared.

The cable connection setup must be as per the below picture you shared. You configure the IP for the Ethernet options. (Ex: Ethernet 1 or Ethernet 2)

Please check if a Serial connection as shown in the below screenshot. Please make sure you are using the correct COM port from the device manager. (In the below Example it is COM3)

Please check and 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 switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Thu, 15 Jun 2023 18:57:48 GMT

The Ethernet cable connection does not work on the switch. When plugged in the network adapter still reads unplugged. See picture Row1 Col2. Therefore I cannot configure the IP using the Ethernet connection on the ruckus switch. The Ethernet connection on the laptop reads plugged in when connected to other devices but not the ruckus switch.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Thu, 15 Jun 2023 19:31:31 GMT

Hi @Mars55

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: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Thu, 15 Jun 2023 20:36:02 GMT

Here’s the screenshot. Only reading the USB C connection. How many more attempts before the RMA is issued? I’m getting very frustrated and unhappy with this process.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Thu, 15 Jun 2023 20:57:04 GMT

Hi @Mars55

Thank you for the response.

Apologies for the inconvenience. We understand your concern.

As a part of our process, we cannot approve RMA for the software issues or without trying recommended troubleshooting steps to fix the issue.

And please note that this forum is on best effort basis.

Now please try to get serial access on putty with the same cable connection. As described in software recovery link and also shown below.

Please check and let me know if you are stuck at any point.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Thu, 15 Jun 2023 22:10:28 GMT

Putty ran this time. The last 2 lines is

writing shoo-in values into flash

“crashkernel disabled

switch amber lights all on and flashing continuously It’s still not working.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Thu, 15 Jun 2023 22:24:10 GMT

Hi @Mars55

Thank you for the response.

Could you please share a screenshot of the Putty screen with the error you are getting?

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Thu, 15 Jun 2023 22:29:25 GMT

Here is the putty screen

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Thu, 15 Jun 2023 22:56:14 GMT

Hi @Mars55

Thank you for the response and for sharing the requested information.

As per the error we are getting on putty seems like the Kernel image is corrupt and Switch is flashing lights continuously. And Switch is not powering up normally when plugged into a well-known power outlet.

Based on the troubleshooting done, you confirmed, and we saw that after the reset, booting up the Switch, and trying the software recovery process multiple times, the failure persists. This Switch unit Should be RMA (Return Merchandise Authorization) in simple words replacing 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 the unit replacement.

Please follow the below steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided below:

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

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

NOTE: Please feel free to mark the post as ACCEPTED SOLUTIONS.

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

Thank you again for your understanding and we appreciate your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Mars55 — Mon, 19 Jun 2023 15:59:33 GMT

How to track request to find the status of the RMA request?

Re: Ruckus switch ICX 7150 does not turn on - Ruckus team Q&A is a farce

Imran_ruckus — Mon, 19 Jun 2023 17:07:30 GMT

Hi @Mars55

Thank you for contacting RUCKUS Lennar Home Community.

Please check the status or RMA queries on the same link we shared in RMA post.

Thank you again.

Best regards,

Imran Sanadi

Lennar Home Community.