CommScope RUCKUS Community Forums

liljazz2007 · ‎09-05-2023

I am following the instructions in https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-re... and when I get to the device manager, I do not see any COM# listed under Ports (COM & LPT). I tried adding legacy hardware in device manager and I get error code 34. I am unable to run putty, as I get an error. I think something may be wrong with the usb-c port on the switch, as I have tried several different cables. Other usbs connect to my laptop without issue.

Imran_ruckus · ‎09-13-2023

Hi @liljazz2007

Greetings!!!

Thank you for the response and for sharing the requested information.

Based on the troubleshooting done, you confirmed, and we saw that after the reset, booting up the Switch, and trying the software recovery process multiple times, the failure persists with both console ports not responding. This Switch unit Should be RMA (Return Merchandise Authorization) in simple words replacing it.

Feel free to contact us via chat, comment you already have a post, copy the link from the post (URL), and paste it into the chat to start the unit replacement.

Please follow the steps as shown in the below example:

As shown in the below picture, copy the link and share it via chat from the link provided below:

The below link is to contact us by chat (only)

https://support.ruckuswireless.com/contact-us

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

Thank you again and we appreciate your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

View solution in original post

Imran_ruckus · ‎09-06-2023

Hi @liljazz2007

Greetings!!!

Thank you for the information you shared,

This issue is because of the older version on your RUCKUS Switch, which we have to upgrade once we bring the Switch to the normal by software recovery process.

Apologies, as per our policies we cannot replace the unit as this is a software issue that can be resolved with the troubleshooting steps.

Please note, 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.

And this forum is on a best best-effort basis support.

Please share the error you are getting with the other laptop/PC.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

liljazz2007 · ‎09-06-2023

This is not an acceptable response. I’ve tried to follow your steps and my software was updated a year ago, so it shouldn’t be that outdated to cause such a problem. Please escalate this to a manager. This is a defective box.

Imran_ruckus · ‎09-06-2023

Hi @liljazz2007

Thank you for the response.

Apologies, as mentioned before this forum is on a best best-effort basis support. And we do not have escalation policies.

Please share the error you are getting with the other laptop/PC so that we can proceed further.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

liljazz2007 · ‎09-06-2023

Two questions:

1. Is there another switch you recommend to replace this one with?

2. Am I able to use the RJ45 to DB9 included to perform the software recovery?

liljazz2007 · ‎09-06-2023

This person

This person has the same issue as me and you guys are replacing his machine. Why isn't my machine being replaced? Sounds like discrimination.

CommScope RUCKUS Community Forums

Unable to follow steps in Software Recovery Instructions