topic Re: Where is the “engineer” in RUCKUS Support for Lennar Homes

Where is the “engineer”

Jhiggins91 — Tue, 27 Jun 2023 21:17:06 GMT

Apparently I need a “engineer” to tell them I need my equipment replaced so where is this “engineer”

Re: Where is the “engineer”

Jhiggins91 — Tue, 27 Jun 2023 21:42:46 GMT

Still waiting for this engineer. Guess it will take 2 days to get someone to reply.

Re: Where is the “engineer”

Imran_ruckus — Tue, 27 Jun 2023 22:14:46 GMT

Hi @Jhiggins91

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Please help us with a detailed description of the issue you are facing with the RUCKUS devices and what troubleshooting steps you have followed so far, to assist you further.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Where is the “engineer”

Jhiggins91 — Tue, 27 Jun 2023 22:23:35 GMT

Are you a engineer?

Re: Where is the “engineer”

Imran_ruckus — Tue, 27 Jun 2023 22:55:05 GMT

Hi @Jhiggins91

Yes, I am one of the Technical Engineers from RUCKUS Lennar Community Support.

Please help us with the details mentioned in my previous post.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Where is the “engineer”

Jhiggins91 — Tue, 27 Jun 2023 23:18:41 GMT

My access points do not have power. My switch has a green light and an amber light. I tried all the guides to reset it none have worked. I hooked up the usb to c cable and was able to get connect to the switch however all I got was a bunch of lines like it was on a never ending load. I will attach images. I at this point am thinking I need it all replaced.

Re: Where is the “engineer”

Imran_ruckus — Tue, 27 Jun 2023 23:35:56 GMT

Hi @Jhiggins91

Thank you for the detailed information you shared.

As you mentioned there are lights on PWR and SYST, 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:

As you mentioned that you tried reset, Once again 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.

IF RESET IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES (Like 10-15 times) 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.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Where is the “engineer”

Jhiggins91 — Wed, 28 Jun 2023 00:20:42 GMT

As I said before I already tried this. This is all it would do

Re: Where is the “engineer”

Jhiggins91 — Wed, 28 Jun 2023 00:28:34 GMT

Also GitHub isn’t even a working site so try again

Re: Where is the “engineer”

Imran_ruckus — Wed, 28 Jun 2023 15:16:05 GMT

Hi @Jhiggins91

Greetings!!!

Thank you for the response and the information.

Please try to access CLI using Putty Application.

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: Where is the “engineer”

Jhiggins91 — Wed, 28 Jun 2023 15:28:08 GMT

Nope nothing.

Re: Where is the “engineer”

Imran_ruckus — Wed, 28 Jun 2023 16:34:12 GMT

Hi @Jhiggins91

Apologies, we couldn’t understand what you mean to say. We request you respond with detailed explanations of our queries.

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.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Where is the “engineer”

Jhiggins91 — Wed, 28 Jun 2023 17:48:25 GMT

Switch didn’t allow me to use putty.

Re: Where is the “engineer”

Imran_ruckus — Wed, 28 Jun 2023 19:39:05 GMT

Hi @Jhiggins91

Thank you for the response.

Please help us with a screenshot of the error you are getting on the Putty Application.

And please help us with a picture showing the software recovery cables connections connected between the Switch and the Laptop/PC.

Please make sure you configure the IP and other step-by-step configurations as mentioned in the software recovery guide before accessing CLI on Putty.

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: Where is the “engineer”

Jhiggins91 — Wed, 28 Jun 2023 22:41:45 GMT

This is what I keep getting. When I try to ping i constantly get a host “is not alive”

Re: Where is the “engineer”

Imran_ruckus — Wed, 28 Jun 2023 22:49:04 GMT

Hi @Jhiggins91

Thank you for the information you shared,

As you are getting "host 192.168.0.2 is not alive"

Are you turning off the Windows firewall? If not, please turn off the Windows firewall and retry the software recovery process once again.

Please refer to the below link on how to turn off the Windows firewall:

https://support.microsoft.com/en-us/windows/turn-microsoft-defender-firewall-on-or-off-ec0844f7-aebd-0583-67fe-601ecf5d774f

Please help us with the screenshots if there are any errors and let us know if you 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: Where is the “engineer”

Jhiggins91 — Wed, 28 Jun 2023 22:56:18 GMT

Firewall is off and still am getting host 192.168.0.2 is not alive

Re: Where is the “engineer”

Jhiggins91 — Wed, 28 Jun 2023 23:17:29 GMT

Okay so I was able to get it reset and everything appears to be working.

Re: Where is the “engineer”

Imran_ruckus — Wed, 28 Jun 2023 23:21:13 GMT

Hi @Jhiggins91

Thank you for the response.

When you turnoff the firewall, please close the putty and restart it once again, restart the software recovery process from setenv IP configuration.

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: Where is the “engineer”

Imran_ruckus — Wed, 28 Jun 2023 23:22:53 GMT

Hi @Jhiggins91

Thank you for the update.

Great!!! Good to know that it's now working.

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.