ZD1200 Solid Green lights but dead - 3 different instances this week

[tommy_galuszka]

So I am a tech for a system integration company that primarily uses Ruckus in all of our installs.  I have had 3 calls this week about wifi down and each of them was the same result.  ZD1200 appears to have completely died.  All lights are solid green, even on a fresh reboot (never see the red status light at all even while booting).  None of the units respond to ping, ssh, console...nothing.  I found it very odd the first time I saw it since I have never seen this issue in 15 years of servicing, but to see it 3 times now this week has me very concerned.  Not sure what to do next or even what to tell the clients?  Do I have 3 randomly bricked ZD1200s in a week?

[itdept_head_me]

Doing what?
you powerd off?
FW update
power cycle?

I'm getting more interested in the failure modes of these ZD1200

[tommy_galuszka]

Haven't had a chance to attempt to console into the units but to reiterate,

The units just sit there with all possible lights on them solid green at all times.  Normally, when you reboot a ZD, the status light is flashing red until it is ready...these do not, they boot solid green, never blink, never change.  They do not ping, reset button does nothing, I have not found a way to even make a light blink.  They are Ice Cubes (frozen).

Like I said, what concerns me is I have never seen this issue at all in 15 years and have now seen it 3 times in 1 week.  Hopefully I find an opportunity to attempt a console session soon.

I tried calling support but since the service contract on the units has expired, they hung up on me so I really do not know what to do now.  I absolutely hate calling Ruckus for service, especially being a tech and not the owner, they refuse to even answer the simplest question without a service contract.

[itdept_head_me]

Ruckus are ok for support... but ur not gonna get any freebies.......
every minute of thier time is paid for by service contracts.....

if it's all green solid  after following their tech note, it's an RMA ,  not seen one that works with console in this situation.

[syamantakomer]

Hi Tommy,

If support contract has been expired on these unit then too you can get these replaced under RTF (return to factory) mode of replacement. However, support will not do any troubleshooting to find the root case because without support contract these devices are only eligible for RMA under RTF mode.

For more information, please refer to the below links.

http://c541678.r78.cf2.rackcdn.com/support/ruckus-warranty-faqs.pdf

http://c541678.r78.cf2.rackcdn.com/support/technical_support_programs.pdf

Regards,
Syamantak Omer

[tommy_galuszka]

Tried to start the RTF process but the link listed in the documentation is dead

https://support.ruckuswireless.com/rmas/new

Has this been updated?