Access Points are offline after PGE power outage

[abhishekgirish]

My (Lennar) home has 3 Ruckus Access Points - all of which are now offline. We had an overnight power outage which is now resolved. However I'm unable to get the routers online. 

I followed instructions in this link to try and install new image, however now I am stuck as the download files do not contain the Boot directory / files. 

Downloaded firmware from this link: https://support.ruckuswireless.com/software?filter=108#sort=relevancy&f:@commonproducts=%5BICX%20715... 

RUCKUS ICX FastIron 08.0.95k (GA) Software Release (.zip)

Please help

[Imran_ruckus]

Hi @abhishekgirish 

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared.

As per the case description, I understand that your RUCKUS ICX-7150-C12P Switch is not working.

As I see, this case is very old. Could you please let me know if your RUCKUS ICX-7150-C12P Switch is still with Green and Amber lights as shown in the picture below?

If yes, please try to reset your Switch as described in the below VIDEO:

Video link: https://www.youtube.com/watch?v=6jHMTdo_hK4

IF THE RESET IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES (Like 10-15 times) AS DESCRIBED IN THE ABOVE VIDEO LINK. As we have seen it working sometimes after trying multiple times in many cases. If the reset with a paperclip works, the SYST and PWR lights should turn GREEN.

Please check and 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.

[abhishekgirish]

Thank you. It took a while, but I was able to test resetting it multiple times (15). I did not see any power in the end points. Or the lights changing on the switch. It's still green and amber. Please help.

[Imran_ruckus]

Hi @abhishekgirish 

Greetings!!!

Thank you for the response and the update.

IF 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-re...

Video Link: https://www.youtube.com/watch?v=Ql22blH_CGo

Please note, we must 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.

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.

[abhishekgirish]

I don't know how to do that.. can your support staff do this? Or jusd me a replacement - I can ship this back to you.

[Imran_ruckus]

Hi @abhishekgirish 

Thank you for the response.

I truly apologize for the inconvenience. As per the policies we cannot replace the unit as this is a software issue and can be fixed by following the troubleshooting steps.

Please note, 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.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

We have tried to create the guides as non-technical as possible so that they are not much difficult to follow. However, if you continue to have difficulty following the steps,
I would recommend that you seek outside help or a technician.

Please follow the troubleshooting steps and do let us know if there is any help required on the troubleshooting steps or if you are stuck at any point. We are happy to help you.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.