Ruckus switch not recognized after a power outage

[Cbaddy]

We had a power outage a few days ago and now my switch is showing as disconnected.  I saw other posts about the partition, but I'm not sure how to proceed since I can't ssh into the switch (IP address isn't responding).  I've tried power cycling a few times with no help.  Ruckus customer service has been no help and I'm not super technical. 

There are about 20 or 30 neighbors that all have the same problem as per our community facebook group.  Ruckus please help!

[Imran_ruckus]

Hi @Cbaddy 

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I could understand that your RUCKUS setup is not working after a power outage.

Could you please let us know the answers to the below queries to assist you better?

1. On your switch while it's plugged into the outlet, do you see any lights on? (Amber or green) Please let us know which lights are on. (Please refer to the below picture and share a picture of the same, showing the light status and the FULL Switch panel cable connections to the Switch ports)

2. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from Router to a laptop/PC).

3. May I know how many Access Points are connected to the Switch? Could you please let me know the light status on the Access Points? Any of these lights are on (Please refer to the below picture and share a picture of the same)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. Also, light the status of Access Points.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let us know the answers to ALL the above queries or let us know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[Cbaddy]

ok...so I got access to the switch CLI and it seems it has booted off the wrong partition. 

So I started the sequence of commands that you have posted before, but I get the following error

I've also attached the show flash command as well.

Any ideas what I'm doing wrong?

[Imran_ruckus]

Hi @Cbaddy 

Greetings!!!

Thank you for the response and the detailed information you shared.

Please enter below commands and try.

enable

reload  (This command will reboot the Switch)

y (Wait until the Switch comes up after reboot and restart Putty, perform next commands) 

copy flash flash secondary 

boot system flash secondary yes 

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[Cbaddy]

"copy flash flash secondary" and "boot system flash secondary yes" didn't resolve the problem.   

I ended up solving the problem using 3rd party instructions on how to update the firmware using a USB stick.  

While I will mark this as resolved, to be honest, it's not because of the support from the Ruckus staff.  I am very disappointed in the documentation and support from the Ruckus team.  The documentation is not written so an average consumer can understand and execute it.  I understand you sell enterprise equipment, but Ruckus decided to partner with Lennar, and now you decided to drop support.  After this experience, I have no desire to ever buy another piece of Ruckus equipment.  I'm now looking for alternatives to actually replace the entire setup.  

I think you have an opportunity to be better and that would start by really going through your documentation and improving it.  There is no Mac OS support and none of it is written for the average consumer.  Average consumers are not telneting or SSH'ing into a network switch or AP.  You should at least have a GUI interface where I can load a FW file from a website.  This is something that has been on every consumer AP I've had for decades.