topic Re: ZD1200 Solid Green lights but dead - 3 different instances this week in ZoneDirector

ZD1200 Solid Green lights but dead - 3 different instances this week

tommy_galuszka — Sat, 11 Jul 2020 22:34:48 GMT

So I am a tech for a system integration company that primarily uses Ruckus in all of our installs. I have had 3 calls this week about wifi down and each of them was the same result. ZD1200 appears to have completely died. All lights are solid green, even on a fresh reboot (never see the red status light at all even while booting). None of the units respond to ping, ssh, console...nothing. I found it very odd the first time I saw it since I have never seen this issue in 15 years of servicing, but to see it 3 times now this week has me very concerned. Not sure what to do next or even what to tell the clients? Do I have 3 randomly bricked ZD1200s in a week?

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

michael_brado — Sun, 12 Jul 2020 16:36:39 GMT

Very strange, "dead" to you remotely and on the local LAN?
Logs, and open a ticket if not a network issue...

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

itdept_head_me — Mon, 13 Jul 2020 01:11:44 GMT

ZD1200 "bricking" in the same fashion.. seems quite common,
It's appears not "very strange", take a look at the forums.

Ruckus should publish an analysis of the casues, "upgrade", "component failure" , PSU... etc.
I lost one very recently, exactly the same.

It was powered by some very hefty top quality UPS and there were no surges or power cycles.
also in an air coned room....

Normal practice they recommend is "reset" with a pin, then if that fails " F/D", then RMA.

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

syamantakomer — Mon, 13 Jul 2020 09:35:56 GMT

Hi Tommy,

It is odd!

Could you try pulling console logs from all three failed devices? What console output says?

I would advise to log a case with console logs from all 3 failed devices and let support check further.

An standard flow of troubleshooting should be:

1- Check power adaptor and power source. Is the device powering up?

Yes = continue to step 2.
No = Hardware fault = Support case >> RMA.

2- Do you see a stable or flashing red LED on status?

Yes = Hardware fault = Support case >> RMA.
No = follow step 3.

3- Check network cable and switch port. Try to use a new cable and connect the ZD to a new switch port and second eth port of the ZD (just in case first Eth port on ZD may be faulty).
4- If above all looks good and still you are not able to access ZD, then follow troubleshooting steps given below in the same sequence (If issue not fixed then continue to next sub step given below):

4.1: Push the 'Reset' button (reset, not FD).
4.2: Reload the power.
4.3: Push the FD button and hold it for 12 seconds and then release it. Detailed procedure can be found here (Article #000010062).
4.4: Connect console cable (for settings click here. Article #000004232) >> Reload the power and check the logs on console window. Collect the logs.

5- Open a support case and provide the logs/output to support. Support may provide RMA but if you have multiple devices showing same issue then support can check and get the failure analysis done (Note: Failure analysis takes a lot of time so findings could take time).

Regards,
Syamantak Omer

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

mitch_lupkes — Tue, 14 Jul 2020 16:26:07 GMT

Tommy,

I am having this same exact issue. I went down yesterday and I can not get it to boot up again. I am getting a solid green light on my ZD. I am going to follow Syamantek's steps now.

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

itdept_head_me — Wed, 15 Jul 2020 00:59:50 GMT

Doing what?
you powerd off?
FW update
power cycle?

I'm getting more interested in the failure modes of these ZD1200

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

tommy_galuszka — Wed, 15 Jul 2020 06:30:26 GMT

Haven't had a chance to attempt to console into the units but to reiterate,

The units just sit there with all possible lights on them solid green at all times. Normally, when you reboot a ZD, the status light is flashing red until it is ready...these do not, they boot solid green, never blink, never change. They do not ping, reset button does nothing, I have not found a way to even make a light blink. They are Ice Cubes (frozen).

Like I said, what concerns me is I have never seen this issue at all in 15 years and have now seen it 3 times in 1 week. Hopefully I find an opportunity to attempt a console session soon.

I tried calling support but since the service contract on the units has expired, they hung up on me so I really do not know what to do now. I absolutely hate calling Ruckus for service, especially being a tech and not the owner, they refuse to even answer the simplest question without a service contract.

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

itdept_head_me — Wed, 15 Jul 2020 06:40:01 GMT

Ruckus are ok for support... but ur not gonna get any freebies.......
every minute of thier time is paid for by service contracts.....

if it's all green solid after following their tech note, it's an RMA , not seen one that works with console in this situation.

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

syamantakomer — Wed, 15 Jul 2020 10:38:27 GMT

Hi Tommy,

If support contract has been expired on these unit then too you can get these replaced under RTF (return to factory) mode of replacement. However, support will not do any troubleshooting to find the root case because without support contract these devices are only eligible for RMA under RTF mode.

For more information, please refer to the below links.

http://c541678.r78.cf2.rackcdn.com/support/ruckus-warranty-faqs.pdf

http://c541678.r78.cf2.rackcdn.com/support/technical_support_programs.pdf

Regards,
Syamantak Omer

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

mitch_lupkes — Wed, 15 Jul 2020 13:04:29 GMT

I contacted support yesterday and there was no troubleshooting at all. Told them solid green lights and they are just sending me a new one. So I am going to have a week of no wireless in our buildings. Luckily, secretaries and administrators are all hard wired in.

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

syamantakomer — Wed, 15 Jul 2020 13:13:35 GMT

Hi Mike,

Could you share the case number of our reference.

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

mitch_lupkes — Wed, 15 Jul 2020 13:18:02 GMT

Case ID 01081342

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

syamantakomer — Wed, 15 Jul 2020 13:44:13 GMT

Hi Mitch,

I can see that case was raised as P1 with critical service impact.

To prevent any delay in resolution, RMA was processed without any delay.

Regards,
Syamantak Omer

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

itdept_head_me — Thu, 16 Jul 2020 01:22:57 GMT

yep... but my case was closed, then i was kicked back to hte Premium support agent.

Who has taken weeks & still no replacement or stand in unit

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

tommy_galuszka — Fri, 17 Jul 2020 00:41:48 GMT

Tried to start the RTF process but the link listed in the documentation is dead

https://support.ruckuswireless.com/rmas/new

Has this been updated?

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

hyosang_choi — Fri, 17 Jul 2020 08:37:11 GMT

Which version did you apply on zd?

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

itdept_head_me — Fri, 17 Jul 2020 09:01:51 GMT

No version..... I was told it just stopped, it was a contract job

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

syamantakomer — Fri, 17 Jul 2020 12:38:13 GMT

Hi Tommy,

Use this link and open a case with the correct details.

https://support.ruckuswireless.com/cases/new

Regards,
Syamantak Omer

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

tommy_galuszka — Fri, 20 Nov 2020 05:57:15 GMT

Sorry to revive this thread but have 2 more of these now. How long should I wait after filling out the RTF form to hear back from Ruckus?? It's been almost 2 weeks now and I have not even received a conformation of submitting.

Re: ZD1200 Solid Green lights but dead - 3 different instances this week

syamantakomer — Fri, 20 Nov 2020 12:18:09 GMT

Hi Tommy,

Could you confirm the case number.

In RTF mode of replacement, you have to first send faulty unit to RUCKUS, once received, it will take up-to 15 days to ship the replacement from RUCKUS.