Network Servers are not working

[crystallee2326]

Hi, we purchased a Lennar homes 2 years ago, the network server downstairs and upstairs stop working one month ago, Lennar gave us the link to contact you for this issue.  We were charged $4,000 each for network server by Lennar builder, and they stop working just after 2 years , could you please have someone come to fix them?  

[crystallee2326]

[Imran_ruckus]

Hi @crystallee2326 

Greetings of the day!!!

Thank you for the response and the information you shared.

As we can see from the picture you shared there is an amber/orange light on the "SYST" and a green light on the "PWR" on the Switch. Meaning the Switch is stuck in the boot mode.

Basically, due to the power outage/ power spike, the switch went to a state that we call ‘boot mode’ that is not able to boot up properly. 

Please follow the below steps in order to fix this issue:

First, we will try to reset the Switch as described below:

1. Please try to disconnect from the Power outlet the ICX-7150 and reconnect.

2. Please try to press the reset button using a paper click or a small stick 

• Remove power from the switch.
• Press and hold the Reset button while applying power to the switch.
• After all the system LEDs flash amber, release the Reset button.

Below is the Guide and Videos link for your reference:

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE...

Video link: https://www.youtube.com/watch?v=6jHMTdo_hK4

IF RESET DOESN’T WORK: Please follow the below steps.

If the reset does not make any difference, we need to perform a software recovery since it can be that the image flash is corrupted in basic words the unit is not able to boot up properly and need re-install the image to boot up properly.

3. We must get console access to the ICX-7150-C12P Switch as mentioned in the steps from the guide below:

How to console in the ICX-7150-C12P: 

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-71...

Below are the Guide and Video Link to perform the Software recovery process:

Please refer to the below guide and Video link: 

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-re...

Video Link: https://www.youtube.com/watch?v=Ql22blH_CGo

Please let us know once you finish this process. So that we could assist you in upgrading your Switch to the latest stable version to avoid these issues in the future.

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

Thank you again.

Best regards,

Imran Sanadi

Lennar Home Community.

[crystallee2326]

Hi Imran,

This is incomprehensible to us. we are not tech savvy. We spent $8000 on these two units 2 years ago. Now they are not working. We had cox cable to come in and try to fix it, they were not able to do it. 

At this stage, we are requesting that you stand behind your products and fix this issue.

The only other option for us will be to seek legal help, if you refuse.

Regards,

Kamran Afrasiabi and Li-Ling Lee

[Imran_ruckus]

Hi @crystallee2326 

Greetings!!!

Thank you for the response.

We truly apologize for the inconvenience.

Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. We will be exclusively supporting customers via this community forum support model only.

RUCKUS does not have any support team of technicians to support on-site for Lennar Homes.

This is a Switch software issue that could be resolved by following the troubleshooting steps described in the previous post.

Please do let us know if there is any help required on the troubleshooting steps or if you are stuck at any point. We are happy to help you.

We have tried to create the guides as non-technical as possible so that they are not much difficult to follow. However, if you continue to have difficulty following the steps, we would recommend that you seek outside help or a technician.

Thank you again for understanding.

Best regards,

Imran Sanadi

Lennar Home Community.

[crystallee2326]

Hi Imran,

We hired Geek Squad to check the two network servers on 4/22/23, even they had difficulty to resolve the networking issues.  Attached is the invoice for your reference.  We also made you aware previously that we had hired technician from Cox Cable.  They were not able to fix this issue either. You need to send someone to our house and fix the issue, otherwise we will seek legal help, if you refuse.

Thanks

Kamran and Crystal