My AP’s are dropping out with “heartbeat loss” every 12 hours. This has been happening for nearly 3 months. Have done a hard reset and upgraded to most recent firmware. Any help is appreciated. Thank you.
Hi @r_mendoza85
Greetings!!!
Thank you for contacting RUCKUS Lennar Home Community.
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 with APs heartbeat loss errors frequently.
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. Is your Internet Connection from the Internet Service Provider (ISP) stable and working? (You could check this by connecting to your local router Wi-Fi or from an ethernet cable from the Router to a laptop/PC).
4. 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)
5. May I know if your ISP (Internet Service Provider) is ATT?
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 us know the answers to ALL the above queries or let us know if you have any queries in this regard.
Thank you again for your patience.
Best regards,
Imran Sanadi
RUCKUS Lennar Home Community.
Hello,
Answers to your questions are below and photos are attached.
As per the light status of the Switch and Access Points, they are in a normal state.
Heartbeat loss may be sometimes due to wireless interference between 2.4G and 5G.
I would suggest you create a new WLAN/SSID and create a separate 5G network from your Unleashed Access Point system to avoid any Wireless interference with 2.4. Please refer to the below link and screenshot. Please refer to the below links to create and new WLAN/SSID.
Creating a New Wireless WLAN (SSID):
https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Creating-a-New-Wireless-WLAN-SSID/td-p/47049
Video:
https://www.youtube.com/watch?v=eSl_8rs1QnU
Once you create a new Wi-Fi SSID, please observer the behavior and confirm.
Please let me know if you have any queries in this regard.
Thank you again for your patience and understanding.
I am unable to access the dashboard with the switch IP address.
When i input the admin credentials they are not accepted. Screen shots below:
I had the same problem for several months and tried all the steps as advised by the support, including factory resetting the APs. However, none was a root cause. Fortunately, I found this article, which traces the problem to root AP renewing its DHCP address every 12 hours, which leads to Unleashed network being disconnected and rebuilt every 12 hours. All Ruckus Unleashed AP's Lose Heartbeat Simultaneously (kahuna-fi.com)
Based on this information, I tried to increase DHCP lease to longer period (it was 24 hours), but it did not help - it seems the Ruckus APs are auto configured to renew DHCP every 12 hours. Then I assigned the root AP to the static IP address outside my AT&T router DHCP range. I also configured Management IP as a static address as well, though I believe it was not necessary. Only root AP has a static address, other four APs in my home receive their addresses via DHCP. And it resolved the problem!!
Notes:
Hello @ph07
I hope this message finds you well.
Thank you for your valuable suggestion. We sincerely appreciate the time and assistance you've provided.
Please don't hesitate to contact us with any further queries or concerns regarding RUCKUS Lennar Home setups.
Once again, thank you for your time and support.
Imran Sanadi RUCKUS Lennar Home Community
Thank you for the advice. Would you happen to have any additional screenshots or videos of the process?
You will only need two screens in Ruckus Unleashed.First, configure the preferred master via System->System Info. I have seen advice on selecting the largest or newest of your Access Points (APs). In my case, I configured R710, which supposedly is more powerful than others (R610 and R510), as the Primary Preferred Master AP.The "Secondary Preferred Master" option is not really important, as we only give static IP to the Primary Master AP, and other APs will continue to use DHCP.
On the second step, go to System -> IP Settings and then the first tab (IP Settings) to configure static IP for the master AP. I wrote down the values for all values (Netmask, Gateway, DNS servers), then changed the setting from DHCP to Static and manually typed new value in "IP Address" field. What exact IP to dedicate as static IP is your decision, based on what router you have and how its DHCP range is configured. I cannot provide instructions how to do it with your router, but you might be able to get some help from your ISP (Internet Service Provider). In my case, the range is 192.168.1.70 to 192.168.1.250, so I have chosen a free address just outside this range. I triple checked that this address is not assigned to any other device, otherwise it would lead to IP conflict.
@ph07 - Thank you so much for sharing how you solved this problem! I've seen so many posts about this exact problem across the internet. Very frustrating.
