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 

[Yarenis]

Hi @dnarain 

Thank you for the information you’ve provided. It seems the Switch has frozen during start-up. Could you try performing a full factory reset and let me know the results of the test? I’ll send you the guide.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Process-for-performing-a-phy...

Best regards,
Yarenis Hernández
RUCKUS | Lennar Home Community Support

[dnarain]

Thank you @yarenis - I'll try this and let you know. 

I also flipped the switch up a bit in the video so you could see that it was physically damaged - Its not fallen down, wasn't subjected to excess heat.

in all cases, I'll perform the rreset and let you know what happens in a day. 

[dnarain]

@yarenis - the hard reset did nothing.  

I finally was able to figure out how to get my mac connected to the console port (FYI - Mac -> USB-C to USB-A Converter ->USB-A->USB-C is the only thing that worked)


I see this on the console:

4 ecc_errors after reading 18b8000:18b9800
iproc_nand_read_page returned 2
NAND read from offset 0 failed -22
0 bytes read: ERROR
## Loading kernel from FIT Image at 70000200 ...
Bad FIT kernel image format!
ERROR: can't get kernel image!
could not boot from primary, no valid image; trying to boot from secondary
device 0 offset 0x0, size 0xc0000
BOOTING image from Secondary

NAND read: device 0 offset 0x4000000, size 0x2000000
1 ecc_errors after reading 58b8000:58b9800
iproc_nand_read_page returned 2
NAND read from offset 4000000 failed -22
0 bytes read: ERROR
## Loading kernel from FIT Image at 70000200 ...
Bad FIT kernel image format!
ERROR: can't get kernel image!

[Yarenis]

HI @dnarain 

Greetings!!!

Thank you for sharing the requested information.

Based on the troubleshooting performed, your ICX-7150-C12P Switch is not responding properly, even after a factory reset

As a result, this Switch unit appears to be defective and needs to be replaced through the RMA (Return Merchandise Authorization) process.

To initiate the replacement, please use the private chat option to respond so we can proceed further. For your reference, I have included a screenshot below.

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

Thank you again for your patience and understanding.

Best regards,
Yarenis Hernández
RUCKUS | Lennar Home Community Support

[Yarenis · Accepted solution]

Hi@dnarain

Greetings!

I’ve raised an RMA case and sent you a private message with the RMA details. You will receive further notifications from the RMA case.

Please check and let me know if you have any questions.

Thank you once again for your patience.

Best regards,
Yarenis Hernández
RUCKUS | Lennar Home Community Support