topic Re: Request RMA for a failed ICX7150-C12P switch in RUCKUS Support for Lennar Homes

Request RMA for a failed ICX7150-C12P switch

thelamnguyen — Thu, 20 Apr 2023 17:41:35 GMT

Ladies and gentlemen,

My ICX7150-C12P switch is no longer power on after a power outage in my area. After many attempts to diagnose it by following posts in this forums and internet the unit seemed to be out of service. I've communicated with the representative via chat (SN was provided) and he directed me to post here to get approval from the admin. Please let me know what are the next steps of the RMA process. Thank you and have a wonderful day.

Best Regards,

TheLam Nguyen

Re: Request RMA for a failed ICX7150-C12P switch

Imran_ruckus — Thu, 20 Apr 2023 18:53:20 GMT

Hi @thelamnguyen

Greetings!!!

Thank you for contacting 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.

Apologies, we cannot proceed with RMA, as this might be a software issue due to a power outage. Warranty is not covered for software issues which could be resolved by troubleshooting steps.

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)

2. 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. 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 the above queries or if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Request RMA for a failed ICX7150-C12P switch

thelamnguyen — Fri, 21 Apr 2023 00:01:14 GMT

Hello Imran,

Thank you very much for your prompt response. Please see the picture I attached here.

Re: Request RMA for a failed ICX7150-C12P switch

Imran_ruckus — Fri, 21 Apr 2023 15:13:01 GMT

Hi @thelamnguyen

Greetings!!!

Thank you for the information you shared.

Could you please try to check by replacing another Power cord with the Switch? In case the current power cord has been damaged.

Also, please 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

Please help me know the answers to the above queries or let me know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Request RMA for a failed ICX7150-C12P switch

thelamnguyen — Fri, 21 Apr 2023 21:53:06 GMT

Hello Imran,

I've tried all possible methods you suggested and did not resolve the issues, the unit is dead silent. I've uploaded the latest picture of the unit tested with 2 different power cords to rule out the possibility of bad cable. I also tried to reset the unit with the paper clip as shown in the picture (press reset button with the paper clip while applying the power to the unit) with no luck. Please advise the next steps on this issue. Thank you for your supports and have a wonderful weekend.

Best Regards,

TLN

Re: Request RMA for a failed ICX7150-C12P switch

Imran_ruckus — Fri, 21 Apr 2023 22:52:49 GMT

Hi @thelamnguyen

Greetings of the day!!!

Thank you for sharing the requested information.

Based on the troubleshooting done, your ICX-7150-C12P Switch is not powering up, and when plugged in to a power outlet there is no power to the Switch. Also, you tried to reset the Switch. And you confirm that the Switch is plugged into a well-known outlet/power source also tried with different cords. However, the failure persists. This 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 patience.

Best regards,

Imran Sanadi

Lennar Home Community.

Re: Request RMA for a failed ICX7150-C12P switch

CWhite — Fri, 07 Jul 2023 01:52:51 GMT

I am not getting power to my ICX7150 and APs. I have tried all options in this forum. Please help

Re: Request RMA for a failed ICX7150-C12P switch

Jayavidhya — Fri, 07 Jul 2023 15:02:41 GMT

Hi @thelamnguyen

Greetings of the day,

This case was raised by @thelamnguyen

To avoid confusion please open a new case with the detailed description of the issue.

Best regards,

Jayavidhya

Lennar Home Community