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AP Randomly Restart

unknown

Hi all Wireless Gurus,

I just want to share some problem on our WLAN and looking for suggestion that will help us to solve this problem. We are using ZD3000 and having about 60 AP. We always experiencing randomly restarting of AP with seconds interval. Most of our AP is 7363 model and the FW of our ZD is 9.8.2.0 build 15. It gave us a headache causing some user to raise ticket for slowness or intermittent in connection. Hoping someone would help us.

Regards,

4Jonjon20

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andrea_coppini

Check the ZD logs, they will give you an idea of why the AP is rebooting. Share it here in the forum

unknown

Hi Andrea,

Here is some logs of our ZD:

Jan 11 15:38:35 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-C@c4:01:7c:37:0b:d0] heartbeats lost Jan 11 15:41:14 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-C@c4:01:7c:37:0b:d0] joins with uptime [63] s and last disconnected reason [AP Restart : application reboot]
Jan 11 15:41:19 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[c4:01:7c:37:0b:d0] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 11 16:07:15 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th FLr-B@8c:0c:90:00:1f:50] heartbeats lost
Jan 11 16:07:27 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-D@c4:01:7c:37:0d:10] heartbeats lost
Jan 11 16:07:29 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-12th Flr-A@8c:0c:90:04:73:70] heartbeats lost
Jan 11 16:09:37 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-12th Flr-A@8c:0c:90:04:73:70] joins with uptime [283369] s and last disconnected reason [Heartbeat Loss]
Jan 11 16:10:06 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-D@c4:01:7c:37:0d:10] joins with uptime [59] s and last disconnected reason [AP Restart : application reboot]
Jan 11 16:10:07 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th FLr-B@8c:0c:90:00:1f:50] joins with uptime [62] s and last disconnected reason [AP Restart : application reboot]
Jan 11 16:10:11 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[c4:01:7c:37:0d:10] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 11 16:10:11 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[8c:0c:90:00:1f:50] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 08:25:45 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[Ruckus 7363 TGP-118.233@54:3d:37:3c:89:70] detects excessive probe requests on radio [11b/g].
Jan 12 08:27:48 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[Ruckus 7363 TGP-118.233@54:3d:37:3c:89:70] detects excessive probe requests on radio [11b/g].
Jan 12 08:38:01 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] heartbeats lost
Jan 12 08:38:10 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-C@c4:01:7c:37:0b:d0] heartbeats lost
Jan 12 08:39:58 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-C@c4:01:7c:37:0b:d0] joins with uptime [61189] s and last disconnected reason [Heartbeat Loss]
Jan 12 08:40:27 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] joins with uptime [59] s and last disconnected reason [AP Restart : application reboot]
Jan 12 08:40:32 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[8c:0c:90:04:75:20] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 09:26:28 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-20th Flr-E@58:93:96:05:32:60] heartbeats lost
Jan 12 09:27:27 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th Flr-D@8c:0c:90:04:03:d0] heartbeats lost
Jan 12 09:27:46 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] heartbeats lost
Jan 12 09:28:47 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[Ruckus 7363 TGP-118.233@54:3d:37:3c:89:70] detects excessive probe requests on radio [11b/g].
Jan 12 09:30:24 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th Flr-D@8c:0c:90:04:03:d0] joins with uptime [62] s and last disconnected reason [AP Restart : watchdog timeout ]
Jan 12 09:30:35 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] joins with uptime [60] s and last disconnected reason [AP Restart : watchdog timeout ]
Jan 12 09:30:57 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[Ruckus 7363 TGP-118.233@54:3d:37:3c:89:70] detects excessive probe requests on radio [11b/g].
Jan 12 09:46:29 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():Lost contact with AP[NAC-Wifi-20th Flr-E@58:93:96:05:32:60]
Jan 12 09:51:47 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th FLr-B@8c:0c:90:00:1f:50] heartbeats lost
Jan 12 09:52:21 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-D@c4:01:7c:37:0d:10] heartbeats lost
Jan 12 09:52:28 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-20th Flr-D@58:93:96:1b:8e:00] heartbeats lost
Jan 12 09:54:04 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-20th Flr-D@58:93:96:1b:8e:00] joins with uptime [73742] s and last disconnected reason [Change State Response Loss]
Jan 12 09:54:22 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-D@c4:01:7c:37:0d:10] joins with uptime [52] s and last disconnected reason [AP Restart : application reboot]
Jan 12 09:54:27 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[c4:01:7c:37:0d:10] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 09:57:01 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-20th Flr-E@58:93:96:05:32:60] joins with uptime [64] s and last disconnected reason [AP Restart : watchdog timeout ]
Jan 12 09:57:47 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th FLr-B@8c:0c:90:00:1f:50] joins with uptime [64124] s and last disconnected reason [Join Fail]
Jan 12 10:18:48 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] heartbeats lost
Jan 12 10:21:10 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] joins with uptime [59] s and last disconnected reason [AP Restart : application reboot]
Jan 12 10:21:15 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[8c:0c:90:04:75:20] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 10:58:54 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-19th Flr-B@c4:01:7c:35:fb:60] heartbeats lost
Jan 12 11:01:52 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-19th Flr-B@c4:01:7c:35:fb:60] joins with uptime [60] s and last disconnected reason [AP Restart : application reboot]
Jan 12 11:01:56 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[c4:01:7c:35:fb:60] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 11:14:23 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-12th Flr-A@8c:0c:90:04:73:70] heartbeats lost
Jan 12 11:14:23 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] heartbeats lost
Jan 12 11:15:40 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] joins with uptime [3328] s and last disconnected reason [Heartbeat Loss]
Jan 12 11:15:41 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-12th Flr-A@8c:0c:90:04:73:70] joins with uptime [352135] s and last disconnected reason [Heartbeat Loss]
Jan 12 12:25:29 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] joins with uptime [59] s and last disconnected reason [AP Restart : application reboot]
Jan 12 12:25:33 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[8c:0c:90:04:75:20] reboot detail:apmgr, Receives reset command from ZD in Run state
Jan 12 13:14:22 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-9th Flr-C@8c:0c:90:03:ab:50] heartbeats lost
Jan 12 13:14:42 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] heartbeats lost
Jan 12 13:16:33 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] joins with uptime [3123] s and last disconnected reason [Heartbeat Loss]
Jan 12 13:16:42 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-9th Flr-C@8c:0c:90:03:ab:50] joins with uptime [99425] s and last disconnected reason [Heartbeat Loss]
Jan 12 13:52:10 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] heartbeats lost
Jan 12 14:01:05 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] joins with uptime [239] s and last disconnected reason [AP Restart : power cycle]
Jan 12 14:12:18 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th FLr-B@8c:0c:90:00:1f:50] heartbeats lost
Jan 12 14:14:34 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th FLr-B@8c:0c:90:00:1f:50] joins with uptime [54] s and last disconnected reason [AP Restart : application reboot]
Jan 12 14:14:39 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[8c:0c:90:00:1f:50] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 14:38:39 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-9th Flr-C@8c:0c:90:03:ab:50] heartbeats lost
Jan 12 14:38:55 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] heartbeats lost
Jan 12 14:39:23 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-D@c4:01:7c:37:0d:10] heartbeats lost
Jan 12 14:39:28 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-15th FLr-D@8c:0c:90:04:72:a0] heartbeats lost
Jan 12 14:39:49 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-14th Flr-B@c4:01:7c:37:0d:00] heartbeats lost
Jan 12 14:41:14 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-D@c4:01:7c:37:0d:10] joins with uptime [17261] s and last disconnected reason [Heartbeat Loss]
Jan 12 14:41:14 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-15th FLr-D@8c:0c:90:04:72:a0] joins with uptime [4068024] s and last disconnected reason [Heartbeat Loss]
Jan 12 14:41:41 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-9th Flr-C@8c:0c:90:03:ab:50] joins with uptime [57] s and last disconnected reason [AP Restart : application reboot]
Jan 12 14:41:44 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-A@8c:0c:90:04:75:20] joins with uptime [59] s and last disconnected reason [AP Restart : application reboot]
Jan 12 14:41:44 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-14th Flr-B@c4:01:7c:37:0d:00] joins with uptime [17169643] s and last disconnected reason [Heartbeat Loss]
Jan 12 14:41:45 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[8c:0c:90:03:ab:50] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 14:41:48 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[8c:0c:90:04:75:20] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 15:05:37 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-A@c4:01:7c:37:0c:70] heartbeats lost
Jan 12 15:05:38 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th FLr-B@8c:0c:90:00:1f:50] heartbeats lost
Jan 12 15:05:38 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-20th Flr-D@58:93:96:1b:8e:00] heartbeats lost
Jan 12 15:05:55 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-B@58:93:96:05:2c:e0] heartbeats lost
Jan 12 15:07:58 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-21th Flr-B@58:93:96:05:2c:e0] joins with uptime [87976] s and last disconnected reason [Heartbeat Loss]
Jan 12 15:08:24 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-16th FLr-B@8c:0c:90:00:1f:50] joins with uptime [51] s and last disconnected reason [AP Restart : application reboot]
Jan 12 15:08:28 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[8c:0c:90:00:1f:50] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 15:08:30 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-17th Flr-A@c4:01:7c:37:0c:70] joins with uptime [51] s and last disconnected reason [AP Restart : application reboot]
Jan 12 15:08:31 AEV-NAC-Ruckus-ZD syslog: eventd_to_syslog():AP[NAC-Wifi-20th Flr-D@58:93:96:1b:8e:00] joins with uptime [60] s and last disconnected reason [AP Restart : application reboot]
Jan 12 15:08:34 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[c4:01:7c:37:0c:70] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP
Jan 12 15:08:35 AEV-NAC-Ruckus-ZD stamgr: stamgr_update_reboot_info():AP[58:93:96:1b:8e:00] reboot detail:The apmgr timer thread stock,and let rsmd reboot the AP

andrea_coppini

APs are rebooting due to a 'heartbeat loss' which means they lost contact with the ZD. Check your cabling. I see most of the APs are upper floor APs, could it be your cables are too long (over 80m?). What about your uplinks? Do you have any kind of broadcast storm control enabled on your switches? Finally replace the patch lead going into the ZD.

I also see some alerts related to 'excessive probe requests'. This would cause the AP to temporarily blacklist that client as a form of protection. If the issue persists, either seek-and-destroy the client or turn off protection from the WIPS section of the ZD.

unknown

We have switches in every 2 floors where the AP will connect. We don't have also configure storm control on our switches. I also try to connect the AP to other switch for I'am assuming that the POE is the problem, but it is not. As of the moment I have experiencing restarting of APs.

andrea_coppini

Check the ZD side, check the switch logs, look at the interface error counters for hints. Try replacing the ZD's patch lead

unknown

Increase the Auto recovery to say 30mins or so:

Image_ images_messages_5f91c46c135b77e247a79d9f_e34fa9d8b834e0aac960311d0d53ef59_RackMultipart2016011823909ejt2-f5d29808-adc2-4220-89f0-6981c1b1736f-1617201094.png1453136004

Image_ images_messages_5f91c46c135b77e247a79d9f_e34fa9d8b834e0aac960311d0d53ef59_RackMultipart2016011823909ejt2-f5d29808-adc2-4220-89f0-6981c1b1736f-1617201094.png1453136004

That should solve your issue as heartbeat packet is not priority and in a loaded network the lower value can have an affect on AP's rebooting.

This topic has been asked about before, albeit based on another AP model:

https://forums.ruckuswireless.com/ruckuswireless/topics/occasional-heartbeat-losses-on-r710

Good Luck