ICX-7150-C12P - Connectivity Issues after Power Outage

[at25]

Recently had a power outage few weeks ago and after the power returned, the internet has been unstable every 30-60 seconds. It is a Lennar home that has the ICX-7150-C12P switch with three R510 APs connected to an AT&T Fiber Modem (BGW320-505).

Ethernet and Wi-Fi connection is stable but it's the internet that times out every 30-60 seconds. Websites will not load sometimes, Ring doorbell will time out after 30-60 seconds when viewing live feed, and Teams/Zoom/Wi-Fi calls will disconnect randomly.

When logging into the unleashed network, it shows the internet is disconnected with a red "x" under DNS.

Steps I have taken so far to diagnose:

• Reset the switch and updated the firmware to switch firmware for both primary and secondary boot.
• Reset the APs and updated the firmware.
• Multiple power resets and connecting one AP at a time. 
• Verified the switch boot is in switch mode. 
• Verified that when I connect directly to the AT&T network (ethernet or Wi-Fi), the connection is always solid with no internet timeouts.

My suspicion is the switch is faulty. I have pictures of the setup in case that can help.

[at25 · Accepted solution]

Hi Imran,

The internet is fully functional now. Before I performed a factory reset, I disconnected all Ethernet ports from the switch except for 1 AP and the gateway. I then noticed the WiFi was working flawlessly. I plugged everything back in and noticed a ethernet cable labeled D.M. (I assume this stands for demarcation which I believe is a telephone line) which I kept unplugged. When I plugged it back in, I saw the same issues. So I have it disconnected now and the system is functional.

Also, AT&T tried to help and modified the IP passthrough to include the switch MAC address. Internet still works fine but any issues with that? 

Thank you for your support. 

[Imran_ruckus]

Hi @at25 

Greetings!!!
Thank you for the response and the update.

Please make sure to follow the below process:

As you have 3 Access Points in your setup, remove the cables of any TWO Access Points from the Switch ports, and perform the factory reset on the ONE connected access point. Once you complete it, connect the unplugged Access point cables back to the Switch ports and they will sync up with the configurations from the factory reset Access Point.

Let me know how it was performed before.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi  
RUCKUS Lennar Home Community

[at25]

Hi Imran,

I disconnected all 3 APs and then connected only one and performed the reset. Finished configuration and reconnected the other 2 APs. 

All 3 APs are functional and working. However, we are still experiencing intermittent internet drops every 30-60 seconds. 

[Imran_ruckus]

Hi @at25 

Greetings!!!

Thank you for the response and the update.

Could you please log into your ISP (AT&T) account and share a screenshot showing the information illustrated in the below screenshot?

Please share the requested screenshot.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[at25]

See below:

[Imran_ruckus]

Hi @at25 

Greetings!

Thank you for your prompt response and the update. 

The information provided appears to be accurate.

Could you kindly perform the factory reset on the Access Points once again? This time, please use different Access Points while leaving the other two unplugged.

Additionally, we would appreciate it if you could record a brief video of the factory reset process on your laptop and upload it to the following Google Drive folder:

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz

Thank you once again for your continued patience and understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community