My networks have disappeared even though my modem is working

[Steven]

I have a Ruckus ICX 7150-C12P in my Lennar home. Last night all of a sudden all of the devices in the home were disconnected from the internet. I contacted my ISP and did a couple resets with the modem to no avail. I was able to connect my laptop to the Ruckus swich and got PuTTy to be able to access the switch, since my app was no longer able to get me into the switch. I have tried looking for backups but the config data came back empty in primary and backup. I looked for some help information in the support for Lennar homes, but did not find a simliar issue where the networks completely disappeared.

[Imran_ruckus]

Hi @Steven 

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 your RUCKUS setup is stopped working.

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. Can you confirm if there were any power outages before the issue began?

2. As you’re able to access PuTTY, please help me with the outputs of below commands.

   enable

   show version

   show flash

   show inline power

   show inline power detail

   show interface brief

3. When your switch is connected to the outlet, do you observe any illuminated lights (amber or green)? Kindly describe which lights are visible. Additionally, please provide a photo showing the status of the lights and the full switch panel with cable connections to the switch ports.

4. How many access points are currently connected to the switch? Please describe the status of the lights on the access points. Similarly, include a photo showing the access points' light status.

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

Please help me with ALL 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

[Steven]

1. I am not sure if there was a power outage or not. Seemingly no other electronic devices that were connected had any issues besides the wifi cutting out.

2. Screenshots:

3. I have a green next to the status button, and green light system and green light power. A couple ether net ports are green lit too. 

4. There are two APs ctrl is green and power is flashing green on both.

It shows that I am logged into my account. 

[Imran_ruckus]

Hi @Steven 

Thank you for the response and the detailed information.

The command outputs, device light status, and cable connections on your RUCKUS ICX-7150-C12P Switch all appear normal.

Please try the following steps:
• Unplug the ethernet cables connected to the Access Points and the ISP modem from the Switch
• Plug them into any other available ports among the 12 numbered ports on the Switch
(Refer to the screenshot below for guidance)

After reconnecting to any other 12 ports, please check if the internet resumes working through the RUCKUS devices.

If you have any questions or notice any changes, please let me know.

Thank you again for your patience.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[Steven]

I did as instructed and no changes. I believe the issue is that the networks are completely forgotten somehow, the console is saying there empty config in primary and backup.