Device stuck in router mode

[skj]

I reached out to Ruckus Lennar Support before November when I had a chance to speak to a customer support rep via phone and email. During the original call, the I was informed that our device was "stuck in router mode" and the easiest fix would be request a new device as ours was still covered under warranty. Doing so would just require switching out the devices and shipping the original back. The other option was to get online via TeamViewer with a rep so they can do a manual fix - this was not an option at the time since I didn’t have access to a non-Apple laptop according to the rep. Now that neither of those are an option, (1) does this mean our warranty is no longer honored? and (2) how can I fix my device to switch out of router mode? We’ve had this issue for over a while now and as someone who works fully remote, it has been a big problem. I would appreciate a quick fix. 

[skj]

The switch has a green light next to PWR, SYST, and PoE. Our control access point has a green light for PWR and CTL, while our remaining two access points only have a green light on PWR.

As you can see in the above thread, our switch is stuck in router mode. This issue occurred within the warranty period and prior to Ruckus moving tech support to this form when a technician over the phone said I can request a new device. Unfortunately during the process, they removed phone and virtual technician help resulting in this issue not being resolved.  We’ve followed all the instructions and nothing worked. Please just replace the device or send out a technician. 

[Jayavidhya]

Hi @skj 

Greetings of the day,

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.
 

Also we cannot replace the chassis until you confirm that the hardware is damaged.

So please try to follow the below steps to solve the issue.

Based on your description it seems that your switch starts running the wrong code which we call ‘routing code’ issue.

1- To fix this issue, we must identify the ‘currently’ IP address assigned by your local router to the switch

-We can try the IP address that shows in the dashboard copy and paste it in the URL if that redirects you to the login page for the ICX-7150-C12P that is the correct one if not.

I will leave you a guide how to perform an IP scanner on your local network to identify the switch IP address very easily. 

How to find my Ruckus “Devices IP address” using free applications

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Device...

2-Once we identified the IP address of the switch proceed to access remote to the device 'command Line' 

How to remotely access to 'ICX 7150-12P' or 'access points' "Network devices"

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-IC...

If you can access to the Command line should look like this:

ICX7150-C12 Router>

3-Here is a quick guide to understand how to fix the 'routing code issue' but basically you need only need to run the following commands once you are on the command line 'CLI' 

Note: Hit Enter to accept each command

enable

copy flash flash secondary 

boot system flash secondary yes 

example: 

ICX7150-24P Router>enable (hit enter to accept the command)
ICX7150-24P Router#copy flash flash secondary (hit enter to accept the command and wait: until the flash finished )
ICX7150-24P Router#boot system flash secondary yes ( hit enter to accept the command  : the switch will reboot )

How to Fix Routing code issues on Lennar Home users via CLI

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issu...

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-solve-the-routing-cod...

Or WEB access option

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issu...

4-If the access via IP address is not possible here is a guide how to access to the Switch via console (cable access between your PC to the ICX 7150-C12P) in this case we need a USB type C to USB standard or Console cable Rj45 to USB. 

How to console in the ICX-7150-C12P

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-71...

Once you are log in the ICX-7150-C12P please follow up the same steps that are on point '3'

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

[skj]

Hi - if you look at this thread, it goes back to 2022. We’ve already taken these steps and it did not work. This is why we’re asking for a replacement or a list of approved third-party technicians.

[Jayavidhya]

Hi @skj 

Sorry for the inconvenience.

 We cannot replace the chassis until you confirm that the hardware is damaged. 

Please try to follow the below steps and let us know the result.

Also if you are facing any issues please share the screenshot of the error you are getting while following the steps.

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

[skj]

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Device-stuck-in-router-mode/...

I have received no response to my previous post. Please a moderator or internal employee respond to that post so I can keep attempting to fix my internet issue.

I have had about 2mbps> download speeds and 1mbps> upload speeds for 5 months now.

If Ruckus is not providing support over the phone or in person to all Lennar Home Customers, they should at least be proactive in this nightmare of a forum.