CommScope RUCKUS Community Forums

chai_999 · ‎04-04-2023

Hi,

I observed 1 of my AP is not getting power. Also, the APs are not providing internet. I saw on the switch that the ethernet ports are not lighting green color. So I started a console session with the switch. With the command `show inline power` I found that 6 of the 8 ports are showing `internal h/w fault`

Please help me with next steps. Is the switch having hardware failures?

chai_999 · ‎04-16-2023

Hi,

I finally got connected to the internet. Switch is working and APs are connected. Here is a recap of what happened.

H/w failure error
Contacted Ruckus customer service here and got an RMA for replacement
Received RMA
Connected to new Switch and accessed the console and logged in
Switch asked me to change default password, changed it
Then connected the 3 APs to the switch. Did not connect the ethernet wire to switch from my router
The 3 APs are still transmitting Recover.Me
I followed instructions here to hard reset each AP https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Ac...
As part of the process, I connected only 1 AP to the Switch
Even after hard resetting of only that 1 AP, the Unleashed app is not able to configure a WLAN
On the AP, the CTL is blinking fast, meaning receiving configuration or image upgrade
Even after waiting for more than 20 minutes, the AP is still in same mode
SO, I connected all the 3 APs to the switch
2 APs in Recover.Me mode the hard reset AP is in Configure.Me mode
So, finally, I connected the ethernet cable from Router to the Switch
Magic! All the 3 APs got auto configured and they got configured as per the old configurations. Including, the WLAN names and passwords
I got into the Unleashed app but the Switch is requiring authentication
I entered the username and password I set in step 5 but it said authentication failed
I consoled into the Switch and tried to authenticate but failed
Finally, was able to authenticate using the default username and password
Switch asked me to change the password
Finally, was able to authenticate using the new password and Switch status is good in the Unleashed app

This concludes the process.

I could have made the process complete sooner if I connect the router to the switch first and then see how things are going from there.

Also, confusing part for me is how the Switch reset back to factory mode and was unable to see status in the Unleashed app.

View solution in original post

Imran_ruckus · ‎04-10-2023

Hi @chai_999

Greetings of the day!!!

Thank you for sharing the requested information.

Based on the output of the command you shared, your ICX-7150-C12P Switch is on a latest UFI version and ports are not working due to a hardware issue with an error ‘internal h/w fault’. As this is a hardware issue, this unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL) and paste it into the chat to start the unit replacement.

Please follow the below steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided below:

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

NOTE: Please feel free to mark the post as ACCEPTED SOLUTIONS

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

chai_999 · ‎04-10-2023

Hi Imran,

After I get the replacement switch, I would need some help with installing it. Who can help with that?

Thanks

Imran_ruckus · ‎04-10-2023

Hi @chai_999

Thank you for the response.

You could reply to this same post, I will assist you with setting up your new RUCKUS Switch with other devices.