ICX 7150-C12P Ethernet ports warped without external damage

[dnarain]

am hoping a Ruckus representative can help with this hardware failure.

My ICX 7150-C12P was installed in an IT cabinet. It did not fall or suffer any known mechanical damage. The switch still boots normally, its enclosure is undamaged, and none of the other equipment in the cabinet was affected.

However, the plastic inside the Ethernet ports has become severely warped, as shown in the attached photo. The damage appears to be heat-related and localized around the port assembly.

As result, none of the ports work any more.  Could someone from Ruckus please advise whether this unit should be replaced and how I can open or escalate a support case? I can provide the serial number, purchase information, CLI output, logs, and additional photos privately if needed.

Photo 

[Imran_ruckus]

Hi @dnarain 

Greetings!!!

Thank you for reaching out to the RUCKUS Lennar Home Community.

I hope this message finds you well. 

We appreciate the information you provided regarding your RUCKUS ICX-7150-C12P Switch not powering on.

To proceed, we kindly request that you follow the steps outlined below:

1. Take out your Switch from the cabin. Plug your ICX-7150-C12P Switch into a functioning power outlet.

2. Capture both pictures and a video of the switch, focusing on the following:

   - The status of the lights on the switch.

   - The cord connected to the switch.

   - The switch plugged into a working power outlet.

Please use the provided link to upload a video. We advise referencing the EXAMPLE VIDEO in the Google Drive link provided to ensure consistency in the recording:

Kindly shoot a video similar to the EXAMPLE Video provided in the link. 

In the video, please ensure to capture the following:

1. Show the plug of the ICX-7150-C12P Switch being connected to a working outlet.

2. Simultaneously, display the light status on the switch.

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

We recommend referring to the example pictures provided below to ensure clarity in capturing the required details:

Should you have any queries or require further assistance, please do not hesitate to reach out. We are here to help.

Thank you for your cooperation, patience, and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[Imran_ruckus]

Hi @dnarain 

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[dnarain]

Hi @imran_ruckus - apologies, I've been on the road and the router is at home. I'll send the video on Friday.  

[Imran_ruckus]

Hi @dnarain 

Thank you for the update.

Sure, please send the requested details at your early convenience.

Thank you again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[dnarain]

@imran_ruckus 

The video is here: https://drive.google.com/file/d/1zj6qP-VHIgOEOZaW82GTtLJ9EHzDsYOJ/view?usp=sharing