Ruckus will not connect to my internet

[5476Stacy]

Hello,

I am a Lennar homeowner.  We have not been able to use our internet for days and our cell service isn't great where I live, so without our wi-fi it has been very difficult to use any of our wi-fi connected devices.  I have already trouble shot with resetting and rebooting and that didn't do anything.  I then had an IT person look at our system and he said our Ruckus isn't working and to contact them.  He said the internet at the router is working, it's plugged into the switch Ethernet ports but the switch isn't working.  We really need this resolved quickly, because as I said we haven't been able to use our computers/TV/phones for days now.  I have already created a case #,  but the emails keep telling me to go here? Please advise.

Thanks-Stacy

[Imran_ruckus]

Hi @5476Stacy 

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

I hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I understand that your RUCKUS setup is not working, as it is expected to be.

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

1. Was this working before or is it a new installation? If it worked before, was there any power outage before you started facing this issue?

2. 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)

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 me know the answers to ALL the above queries or 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.

[5476Stacy]

 Hello,

No we did not have a power outage. We had been having intermittent problems with it over the past 6 months, but now it just isn’t working. 
3-4 of the red cables have no lights on #6-10 and the front 2 red cables have no lights

 

. I also have 2 access points.  I have attached several photos for you.

Thanks,

Stacy

 

 

 

 

 

[Imran_ruckus]

Hi @5476Stacy 

Greetings!!!

Thank you for the response and the information you shared.

As per the light status of the RUCKUS ICX-7150-C12P Switch and the Access Points, they are in a normal state. We may need to check some Switch configurations to troubleshoot this issue. 

Please follow the below steps and help us with the queries:

1. To check this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily. 

How to find my Ruckus “Devices IP address” using free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Device...

2. Once we identify the IP address of the switch proceed to access remotely to the device “Command Line” 

How to remotely access to 'ICX 7150-C12P' or 'access points' "Network devices":

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-IC...

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command 

enable 

show version

show flash

show inline power 
show interface brief

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) 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.

[5476Stacy]

Hello,

I followed your instructions, but the commands don't seem to be working.  Please view screen shot below-

 Please advise-

Stacy