Ping is not alive and "can't get Kernel image" error

[Shome]

I have Lennar home. ICX-7150 switch is not working with amber/green light after power failure. I to reset it by pressing reset button but the lights became blinking. So, I turned off the firewall and followed the software recovery guidelines in the forum. However, I got the "Ping is not alive" error. So, I followed another guidelines from the forum (https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-host-192-168-0-x-is-n...) but the light didn't turn green and I got "Can't get Kernel image" error. Please advise on how to fix the switch. FYI, my internet and router are working.

Thanks.

[Imran_ruckus]

Hi @Shome 

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 encountering issues with the RUCKUS ICX-7150-C12P Switch that is stuck in boot mode and the Software Recovery process isn’t 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. Could you please share a screenshot of the command line showing the error after fixing the ‘not alive’ issue?

2. Please share a picture showing the Software Recovery cable connections between the RUCKUS ICX-7150-C12P Switch and the laptop.

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

Help 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

[Imran_ruckus]

Hi @Shome 

Greetings!!!

I trust this message finds you well.

I kindly request an update on the status of the issue so that we may proceed further with resolving it.

Thank you.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community

[Shome]

Hi Imran,

Thanks for the response. I cannot attach any pictures on this forum even though I have logged in. There is no camera button to attach pictures. There is  URL button but there are no camera, video, and emoticon buttons. I took screenshots of my computer and cable connections before I sent my first message thinking I could attach them. However, this forum didn’t allow me to attach any pictures.

Anyway, I have followed the instructions on this forum when I got ping error message (https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Fixing-host-192-168-0-x-is-n...). However, when I did it, I got “Bad Kernel Image” error at the end. 

The cable connections from my computer to the switch are correct. I followed exactly what requested in the guidelines for the cable connections (https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-re...). I had Ethernet cable connected from my computer to the switch. Also I had USB cable connected from my computer to the switch. 

FYI, my firewall on the computer was also turned off.

I think the switch is broken and needs to be replaced.

Thanks.

[Imran_ruckus]

Hi @Shome 

Greetings!

Thank you for your prompt response and the detailed information.

When logged in, you should be able to upload the pictures without any issues. However, if you encounter any difficulties, please use the following Google Drive link to upload the requested pictures.

https://drive.google.com/drive/folders/1bi2LOVqXDZvv_SU188gEc5_vwTt4jhfD

Thank you once again for your understanding.

Best regards,
Imran Sanadi
RUCKUS Lennar Home Community