ICX7150 won't factory reset; need RMA

[pearcebchris]

I followed all the posts to factory reset my ICX7150, but it won't reset. It seems this is common issue.

Additionally, I see text output via console cable on MobaXTerm, but it doesn't allow keyboard input (thus why I'm trying to factory reset it). I made sure the terminal settings were correct based off other support forums here, but to cover all bases, I tried several different combinations of baud rates and other settings.

I made sure the drivers were installed - also based off of support forums here.

I tried to do an RMA since this device is clearly defective, but that went as well as you'd expect for a "Lennar" purchased product, so now I'm trying to do a convoluted RMA request through this support forum as instructed by Ruckus support.

[Imran_ruckus]

Hi @pearcebchris 

Greetings!!!

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

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you are trying to factory reset the RUCKUS ICX-7150-C12P Switch.

We apologize for any inconvenience this has caused and are committed to assisting you promptly.

To better assist you, could you please provide the following information:

1. Was there any power outages before the issue began?

2. Is your RUCKUS Switch stuck in boot mode? To confirm the same please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

 

Please log into your RUCKUS Account before uploading these photos/screenshots.

Please help me with the above queries and should you have any further questions or concerns, feel free to reach out. 

We appreciate your cooperation and look forward to resolving this matter for you promptly.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[pearcebchris]

No, it's not stuck in a boot loop. I can see text output via MobaXTerm when I plug in a console cable, but it doesn't accept keyboard input despite having the correct terminal settings. It boots up to the point where I can see I can type in text, but it doesn't let me, which is why I was trying to do a factory reset, but it won't factory reset either.

[Imran_ruckus]

Hi @pearcebchris 

Thank you for the response and the update.

Could you please share a picture of your RUCKUS ICX-7150-C12P Switch showing light status and cable connections?

Thank you again.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[pearcebchris]