topic Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber in RUCKUS Support for Lennar Homes

Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Sat, 17 Jun 2023 03:03:12 GMT

RUCKUS ICX 7150-C12P stopped working and all status LEDs are on and solid amber. I have tried the factory reset more than 10 times and the status lights never change from solid amber when applying power. I have also tried the software reload with no avail.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

Deepu — Sat, 17 Jun 2023 05:49:40 GMT

Hi ,
Greetings !

It seems like switch is stuck in boot mode.

Basically, due the power outage / spike of power / the switch went to a state that we called (boot-mode) that is not able to boot up properly.

1-Please try to disconnect from the Power outlet the ICX-7150 and reconnected.

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.
https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE...

Video link:https://www.youtube.com/watch?v=6jHMTdo_hK4

If that does not make any difference, we need to perform a software recovery since it can be that the image flash is corrupted so in basic words the unit is not able to boot up properly and need re-install the image to boot up properly.

3-We need to access (physical) using one of the cables to the ICX-7150C12P mentioned on the below guide:

How to console in the ICX-7150-12cp

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-71...

Once we are there, we can try to boot up the unit using the following commands:

Boot_primary or Boot_secondary

If that step does not work Software recovery needs to be applied

Here is the guide:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-r...

Video Link: https://www.youtube.com/watch?v=Ql22blH_CGo

If the above steps dosent resolve issue ,See if you can use the below link to create a case with us.

https://support.ruckuswireless.com/case_management

Note: Please feel free to mark the post as ACCEPTED SOLUTIONS if its addressed your query.

Regards ,

Deepu Sekar

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Sat, 17 Jun 2023 18:19:36 GMT

I have done this, I have downloaded the drivers and attempted to connect to the device via console, it does not work. Can we please RMA this switch?

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Sun, 18 Jun 2023 16:42:55 GMT

Any update so that I can get this switch RMA’d?

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

Imran_ruckus — Mon, 19 Jun 2023 16:14:08 GMT

Hi @mj2023

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 ICX-7150-C12P Switch is stuck in boot mode.

Apologies, as this is a software issue, we cannot replace the Switch if it is a software issue. Warranty is not covered on software issues as it can be fixed by the troubleshooting steps.

As you have tried resetting it multiple times with a paper clip,

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 do let us know if there is any help required on the troubleshooting steps or 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 ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Mon, 19 Jun 2023 18:49:35 GMT

Again, I have done all the steps you have asked. The switch is not responding when attempting to connect to console. I’m happy to get on a meeting and prove this to you….

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

Imran_ruckus — Mon, 19 Jun 2023 19:31:18 GMT

Hi @mj2023

Thank you for the response and the update.

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.

Please help us with the screenshots of the error you are getting when trying software recovery to the Switch. And please share a picture of the software recovery cable connections between your Laptop/PC and the ICX-7150-C12P Switch.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Mon, 19 Jun 2023 20:54:24 GMT

I’m not uploading pictures to a public site, I will be happy to upload to a secure portal or show on a zoom/webex what is happening, as the device is dead. I’m asking for escalation to a manger to authorize the RMA of this device.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

Imran_ruckus — Mon, 19 Jun 2023 21:49:15 GMT

Hi @mj2023

Thank you for the response and the information.

As mentioned, 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.

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

As this is a software issue, we cannot replace/RMA the Switch if it is a software issue. Warranty is not covered on software issues as it can be fixed by the troubleshooting steps.

You could use the below link to upload the requested pictures in my previous post.

https://drive.google.com/drive/folders/1bi2LOVqXDZvv_SU188gEc5_vwTt4jhfD?usp=sharing

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Mon, 19 Jun 2023 21:58:38 GMT

Photos have been uploaded. As you can see it is not working. Please expedite replacement asap as I don’t have a switch to run my AP’s.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

Imran_ruckus — Mon, 19 Jun 2023 23:51:58 GMT

Hi @mj2023

Thank you for the response and the information you shared.

As I can see from the picture, you have only used USB to type a C cable. Also, there must be an ethernet cable connected to the Switch management port and the Laptop/PC. (Please refer to the below screenshot)

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).

Apologies, As mentioned previously this is a software issue, we cannot replace/RMA the Switch if it is a software issue. Warranty is not covered on software issues as it can be fixed by the troubleshooting steps.

Please initiate Software recovery with all the cables as explained above and 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 ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Tue, 20 Jun 2023 00:38:10 GMT

I have uploaded image_1185 to prove the switch is still not responding. The switch is not responding to console, again PLEASE RMA THE SWITCH. I have done EVERYTHING you have asked at this point.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Tue, 20 Jun 2023 17:48:48 GMT

When are you going to respond to me? My home network is down and unavailable because Ruckus is refusing to RMA a bad switch. I need a response please.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

Imran_ruckus — Tue, 20 Jun 2023 19:30:29 GMT

Greetings!!!

Thank you for the response and the information.

Please make sure, you have completed step 1 to configure your Computer’s IP address, as described in the Software recovery guide. (Please refer to the below screenshot)

Once you configure the IP Address as described above, please unplug the Switch cables from your laptop, power OFF and ON the Switch, and plug the cables back into your laptop. And check the Device Manager after some time.

And try to get CLI/Console access with the correct COM port from the device manager.

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.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Tue, 20 Jun 2023 20:25:24 GMT

I have done ALL OF THIS AND THE SWITCH IS NOT RESPONDING.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Tue, 20 Jun 2023 20:26:57 GMT

PLEASE RMA THE SWITCH IMMEDIATELY.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

Imran_ruckus — Tue, 20 Jun 2023 21:38:56 GMT

Hi @mj2023

Thank you for the response.

Apologies, as this forum is on best effort basis, as per our part of the process we must check all the recommended troubleshooting steps for the issue.

Please help us with a screenshots of the IP configuration.

And also, help us with a Clear Video which shows all the PHYSICAL CABLES set up with Switch and Laptop clearly visible, IP configuration, Device Manager COM ports, and using the Putty CLI/Console process in a SINGLE VIDEO.

Please use the same Link to upload the PICTURES and VIDEO. You could also upload the pictures here on the forum.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Tue, 20 Jun 2023 21:43:26 GMT

If the device is not responding to console, the IP configuration of my PC isn’t going to do anything. I have done all of these steps and it’s clearly not working, so I’m not wasting my time taking a video. Please RMA the switch.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

Imran_ruckus — Tue, 20 Jun 2023 23:59:17 GMT

Hi @mj2023

Thank you for the response.

Please note, it is not the IP configuration of your PC. It's a Computer’s IP address, this must be statically assigned to have connectivity to your switch, remember you have an Ethernet cable from your computer to the Management port in the switch, so we require to configure the computer with the same subnet.

Without configuring this IP address, Switch will not respond on CLI/Console. (Please refer to the below screenshots for more information)

Please follow ALL the software recovery steps carefully as mentioned in the guide (sharing the guide link below once again)

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483

As this is a Software issue that can be resolved by following ALL the troubleshooting steps as per the software recovery guide. And the warranty is not covered for software issues.

We have tried to create the guides as non-technical as possible so that they are not much difficult to follow. However, if you continue to have difficulty following the steps, we recommend that you seek outside help or a technician.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus ICX 7150-C12P Not working - All status LED's solid Amber

mj2023 — Wed, 21 Jun 2023 00:02:04 GMT

Yes, I understand and have done that and it is still not responding. I don’t need help or outside support. Please RMA this switch as I have asked what feels like 1000 times at this point.