Power went off in house and now lights aren’t one and devices aren’t powered on
Hi @RobertCostigan
Greetings of the day!!!
Thank you for sharing the requested information.
Based on the troubleshooting done, your ICX-7150-C12P Switch is stuck in boot mode and you tried hard resetting and Software Recovery. However, the failure persists. This Switch 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 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:
The below link is to contact us by chat (only)
https://support.ruckuswireless.com/contact-us
Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers as Accepted solutions.
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.
Greetings!!!
Thank you for reaching out to the RUCKUS Lennar Home Community.
We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.
Based on the information provided, it appears that your RUCKUS Access Points are not powering ON after a power outage.
We apologize for any inconvenience this has caused and are committed to assisting you promptly.
To better assist you, could you please provide the following information:When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.
Please log into your RUCKUS Account before uploading these photos/screenshots.
Should you have any further questions or concerns, feel free to reach out.
We appreciate your cooperation and look forward to resolving this matter for you promptly.
Imran Sanadi RUCKUS Lennar Home Community
Thank you for the response and the information shared.
From the picture you shared, I see an Amber/Yellow light on the SYST LED of the RUCKUS ICX-7150-C12P Switch. This means the Switch is stuck in boot mode.
To troubleshoot this issue, please refer to the below RUCKUS Lennar Knowledge Base self-help article.
/kb/articles/4-fixing-ruckus-switch-with-an-amber-orange-light-on-syst-green-light-on-pwr-no-lights-on-aps
Please let me know if you are stuck at any point following the steps.
Tried both steps and still not powering up
I am requesting a call back from a tech to troubleshoot. 619-829-5009
Requesting call back 619-829-5009
Requesting callback 619-829-5009
Still requesting assistance from tech support 619-829-5009
I hope this message finds you well.
Thank you for your prompt response and the update.
As you mentioned that you have already attempted the Software Recovery, could you please clarify at which step you encountered difficulties? Additionally, kindly provide pictures of the software recovery cable connections between the laptop and the switch, as well as any relevant screenshots from the recovery process.
We truly appreciate your patience and cooperation.
Best regards,Imran SanadiRUCKUS Lennar Home Community
I had issues with the hard reset as it did nothing and when it came to the software recovery it didn’t prompt anything on the putty app
Thank you for the response and the update.
1. Once again, please make sure to download the zip drive for the file below & "extract all". Once it's extracted, run the file, the driver should be installed using the 2 links below.
Link 1: https://support.ruckuswireless.com/software/1414-brocade-ruckus-7150-usb-serial-driver-windows
Link 2: silabs.com/developers/usb-to-uart-bridge-vcp-drivers?tab=downloads
Once installed restart your laptop and try to locate the COM port details under 'Ports (COM & LTP)' with cables connected between the Laptop and the Switch (Refer to the below screenshot), Please check and let me know if that works.
2. The IP scan is not required for the Software Recovery process, as the Switch IP address is not needed. However, please note that the switch will not obtain an IP address since it is currently stuck in boot mode. For detailed instructions, kindly refer to the Software Recovery process carefully outlined in the link below.
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483
3. Additionally, kindly provide pictures of the software recovery cable connections between the laptop and the switch, as well as any relevant screenshots from the recovery process.
Let me know if you have any queries.
Thank you again. We appreciate your patience and understanding.
went through full recovery mode and putty still didnt work. usb connected from laptop to switch and ethernet same as well
Could you please let me know if you have configured the IP address for the Device Manager network adapters and performed 'setenv' commands as described in the guide? (Refer to the below screenshots)
If you have performed the above steps, please share the screenshots of the same.
Please check and let me know.
RMA requested
I have submitted multiple RMA to get my new switch per your guidance. I have requested status update on tracking information and when the item has shipped. My cases keep getting closed and I need someone to call me 619-829-5009. Doing the chat option is not convenient as there is a significant time difference between your offices and where I reside. I need the new switch because it has been 2 weeks without the use of my ap switch’s. As you know Lennar homes utilize internet to for alarms, ring, increased internet speed, tv, etc. Requesting immediate assistance and resolution to get this item shipped asap.
We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS.
Could you please enquire about this once again on the CHAT option?
Below is the link for your post:
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-ap-not-powering-up/m-p/101531#M24770
Please check and let me know how it goes.
Thank you again for your understanding.
I have written back on this link several times and all you are writing back is a copy and paste which is NOT assisting in getting this RMA sent out. I need actual help and not a standard text that result in no assistance.
i want to know if my new RMA has been shipped out because i have filled in 2 requests over a week and a half ago. Requesting supervisor assistance and not a generic copy and paste response.
Thank you for the response.
Let me check internally with the RMA team. Give us some time.
Kindly refrain from posting multiple queries regarding the same issue, as doing so may result in your ID being automatically blocked.
Upon reviewing your case with the RMA team, it was noted that the steps outlined in the RMA post have not been followed by you. Specifically, the RMA post link has not been provided, as required. Please refer to the screenshot below for clarification.
To clarify, simply raising an RMA case through CHAT is not sufficient. You must also share the RMA post link, which can be found here:
Please ensure that you follow the process carefully step by step as outlined in the post. Raise a new case and share the mentioned link.
Thank you for your attention to this matter.
