Urgent Support Request – RUCKUS ICX-7150-C12P Power Failure

[Binderboy1]

Dear RUCKUS Support Team,

I am writing to express my deep dissatisfaction with the performance of my RUCKUS ICX-7150-C12P switch, which has completely powered down without warning or any identifiable cause. This issue has resulted in a complete loss of connectivity throughout my home.

I followed all recommended steps to perform a factory reset, but unfortunately, each attempt was unsuccessful. This device serves as the central hub for my home network, including critical systems such as my Ring security cameras and home alarm system—none of which are currently operational.

Given the severity of the disruption and the security concerns it raises, I am requesting that a qualified technician contact me as soon as possible to assist in resolving this issue.

Please treat this matter with urgency. I am available to provide any additional information or perform troubleshooting steps as needed.

Thank you for your prompt attention.

Best regards,

Lawrence Binder

[Imran_ruckus]

Hi @Binderboy1 

Greetings!!!

We appreciate the information you provided regarding your RUCKUS ICX-7150-C12P Switch not powering on.

To proceed, we kindly request that you follow the steps outlined below:

1. Take out your Switch from the cabin. Plug your ICX-7150-C12P Switch into a functioning power outlet.

2. Capture both pictures and a video of the switch, focusing on the following:

   - The status of the lights on the switch.

   - The cord connected to the switch.

   - The switch plugged into a working power outlet.

We recommend referring to the example pictures provided below to ensure clarity in capturing the required details:

Please use the provided link to upload a video. We advise referencing the EXAMPLE VIDEO in the Google Drive link provided to ensure consistency in the recording:

Kindly shoot a video similar to the EXAMPLE Video provided in the link. 

In the video, please ensure to capture the following:

1. Show the plug of the ICX-7150-C12P Switch being connected to a working outlet.

2. Simultaneously, display the light status on the switch.

https://drive.google.com/drive/folders/16lG-j0MSKzjqBJSY4rsgh4myUlseA9bz?usp=sharing

Should you have any queries or require further assistance, please do not hesitate to reach out. We are here to help.

Thank you for your cooperation, patience, and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

[Binderboy1]

I hope this message finds you well.

Attached is a short video showing the RUCKUS ICX-7150-C12P switch being connected to power. As shown in the video, when the device is plugged in, the lights flash momentarily for about half a second and then go completely dark with no further activity.

Additionally, I’ve included a photo confirming that the switch is connected to a known working power outlet.

Please let me know the next steps or if any further information is need 

 

[Binderboy1]

Attached below is the link to the video

https://drive.google.com/file/d/15l-diIK9XIG58JB1tW2S0hweQN0-tuEG/view?usp=drivesdk

[Imran_ruckus · Accepted solution]

Hi @Binderboy1 

Greetings of the day!!!

Thank you for sharing the requested PICTURES and a VIDEO.

Based on the troubleshooting done, your ICX-7150-C12P Switch is not powering up, and when plugged in, it flashes an amber light and then goes dark. And you confirm that the Switch is plugged into a well-known outlet/power source. However, the failure persists. 

As a result, this Switch unit appears to be defective and needs to be replaced through the RMA (Return Merchandise Authorization) process.

To initiate the replacement, please contact us via chat using the link provided below in this post. Kindly copy the URL/link of this post and paste it in the chat along with the serial number of your RUCKUS Switch when prompted.

Please refer to the example screenshot below for guidance on how to copy and share the required information:

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

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

Did I answer your queries? If yes, hit the Kudos buttons and also accept the answers as Accepted solutions.

Please 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 Support

[Binderboy1]

At this time, I do not have a direct link where the engineer has confirmed the RMA for switch FEK3237N0P9. Could you please advise where such a link can be located or how it is typically provided? Any guidance you can offer would be appreciated so we can move forward with the RMA process.

Looking forward to your response.