topic Re: Swich ICX7150-C12P is stopped working after a power outage. in RUCKUS Support for Lennar Homes

Swich ICX7150-C12P is stopped working after a power outage.

KVPRAO — Fri, 23 Jun 2023 21:17:39 GMT

There was a temporary power outage in our area on 6/20/23. Ruckus switch ICX7150-C12P stopped working after the power outage. A similar issue happened a year ago when a technician from Ruckus replaced a file and said the issue would never occur again. There have been no issues after that until this latest one when following a power outage the switch simply is not working. Power light is on and that is it. Nothing happens when trying to reset it. Any help would be highly appreciated. Thanks in advance.

Re: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Fri, 23 Jun 2023 21:52:27 GMT

Hi @KVPRAO

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 after a power outage.

Could you please let us know the answers to the below queries to assist you better?

1. 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)

2. 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).

3. 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: Swich ICX7150-C12P is stopped working after a power outage.

KVPRAO — Fri, 23 Jun 2023 22:23:41 GMT

Thank you for the response. Here are answers to you questions:

1. I see only two lights. Power light is green but syst light is yellow. Please see the attached photo.

2. Internet connection is stable and working. I am using the Verizon router as wifi connection for all my devices.

3. We have three access points - one on each floor. There are no lights on any of the access points. You can see in the picture that there are no lights on the switch where the cable from access points goes in.

Re: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Fri, 23 Jun 2023 22:40:23 GMT

Hi @KVPRAO

Thank you for the detailed information you shared,

As you mentioned and we could see from the picture you shared, there is an amber/orange light on the "SYST" and a green light on the "PWR" on the Switch. 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 (Like 10-15 times) CORRECTLY AS DESCRIBED ABOVE.

IF STILL 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. or let me know if you are getting the same error or are stuck at any point in the software recovery process.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Swich ICX7150-C12P is stopped working after a power outage.

KVPRAO — Fri, 23 Jun 2023 23:53:26 GMT

Sounds pretty technical. Looks like to be a customer of Ruckus one needs to have a diploma in hardware and network engineering! What tools and software do I need assuming that I can reset the system to the factory settings after 10-15 attempts?

Re: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Fri, 23 Jun 2023 23:58:04 GMT

Hi @KVPRAO

Thank you for the response.

Please first try to reset the Switch using a paper clip as described in the previous post. If reset works, your Switch will start working normally again.

If reset doesn’t work, we must Install the Software on the Switch, by software recovery process and everything is explained in detail in the guide link shared in the previous post.

We have tried to create the guides as non-technical as possible so that they are not much difficult to follow. Please follow the guides and steps and let me know if you are stuck at any point. We are happy to help you.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Swich ICX7150-C12P is stopped working after a power outage.

KVPRAO — Sat, 24 Jun 2023 00:50:48 GMT

I tried to reset with a pin. For the last one hour, the lights on the system are continuously flashing. Is this normal? Should I wait?

Re: Swich ICX7150-C12P is stopped working after a power outage.

chaitanyaamin1 — Mon, 26 Jun 2023 01:12:04 GMT

Hi. I am facing the exact same issue. I tried to reset 10-15 times, i see all lights amber and then it gets back to Power Light on Green and SYST light in Amber. Could you please help with next steps?

Re: Swich ICX7150-C12P is stopped working after a power outage.

KVPRAO — Mon, 26 Jun 2023 01:45:04 GMT

I tried both methods Ruckus suggested. Neither worked for me. I couldn't even connect to the switch using putty and RJ 45 cable. I still have the same problem.

Re: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Mon, 26 Jun 2023 15:17:59 GMT

Hi @KVPRAO

Greetings!!!

Thank you for the response and the update.

Could you please share a screenshot of the error you are getting when trying to Access CLI using Putty? And also please share a picture showing all the software recovery cable connections between the Switch and the laptop/PC.

Please help us with the above mentioned screenshots/pictures and let me know if you have any queries.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Mon, 26 Jun 2023 15:18:54 GMT

Hi @chaitanyaamin1

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

As this case is raised by @KVPRAO

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: Swich ICX7150-C12P is stopped working after a power outage.

KVPRAO — Fri, 30 Jun 2023 13:56:01 GMT

First, I tried to reset using a pin several times over several days. The amber lights are continuously blinking. I installed putty on my laptop and connected the switch using RJ 45 cable and tried to connect and I am getting error on the attached screenshot.

Re: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Fri, 30 Jun 2023 15:59:37 GMT

Hi @KVPRAO

Greetings!!!

Thank you for the response.

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).

And please note, it is a Serial connection as shown in the below screenshot. Please make sure you are using the correct COM port from the device manager.

Please help us with pictures of your ICX-7150-C12P Switch and Laptop/PC showing the cable connections.

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: Swich ICX7150-C12P is stopped working after a power outage.

KVPRAO — Fri, 30 Jun 2023 16:46:43 GMT

I used both USB to C type cord and RJ45 cord at the same time. See the photo for connections. I did not see any ports in the device manager. See the photo. Putty is giving the same error whether I use COM1, 2 or 3.

Re: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Fri, 30 Jun 2023 17:16:32 GMT

Hi @KVPRAO

Thank you for the response and the information you shared.

As I can see from the picture you shared, you have plugged the Ethernet cable into the incorrect port, please plug it into the correct port. (Please refer to the below screenshot) 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: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Fri, 30 Jun 2023 17:18:54 GMT

Hi @KVPRAO

And also please make sure you have connected your Switch to a power outlet and keep it ON during the software recovery process.

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: Swich ICX7150-C12P is stopped working after a power outage.

KVPRAO — Fri, 30 Jun 2023 19:48:08 GMT

I thought the RJ45 cable needs to go to the port marked ad 10101 not where cable from router would go. In any case, we only needed either USB-TypeC cable OR RJ45, not necessarily both. I did do what you said and I am still having the same error I have been getting. So far, resetting the system 15 times did not work. Also, connecting using both USB-TypeC and RJ45 cables to laptop did not work. For your pleasure, I included both images from the latest attempt below:

Re: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Fri, 30 Jun 2023 20:07:05 GMT

Hi @KVPRAO

Thank you for the response.

Please make sure, you have completed step 1 to configure your Computer’s IP address.

Please note, the 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. (Please refer to the below screenshots for more information)

And please share Clear screenshots as the picture you shared is not visible properly.

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: Swich ICX7150-C12P is stopped working after a power outage.

KVPRAO — Fri, 30 Jun 2023 22:22:54 GMT

This is precisely the reason I said that you expect your retail customers like me to have a diploma in network engineering which I don't have. I am not technical enough to do all that all by myself so I need help with walking through the steps. Appreciate your help.

Re: Swich ICX7150-C12P is stopped working after a power outage.

Imran_ruckus — Sat, 01 Jul 2023 00:04:29 GMT

Hi @KVPRAO

Thank you for the response.

Apologies, effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email or remote session. We will be exclusively supporting customers via this community forum support model only.

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

We have tried to create the guides as non-technical as possible and step-by-step 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.