topic Re: Rukus heartbeat loss in Access Points - Indoor and Outdoor

Rukus heartbeat loss

Tspilinek — Sat, 29 Apr 2023 03:19:12 GMT

I have two rukus access points and every twelve hours I get a heartbeat loss message. I have restarted and unplugged my system several times and updated firmware. None of this has resolved the issues. Can someone help? Thanks!

Re: Rukus heartbeat loss

sanjay_kumar — Mon, 01 May 2023 02:19:10 GMT

Hi @Tspilinek
Heartbeat loss occurs when there is a communication issue between the AP and controller.
Is this happening for all the APs?
Is this happening at a specific time?
If yes, can you login to the AP at the time of issue and check the below details?
a. Ping the controller and see if the response is fine.
b. AP is not rebooting.
c. AP is still connected to the controller from the command "get scg" (If SZ\vSZ) or "get director" (If ZD)

Re: Rukus heartbeat loss

Tspilinek — Mon, 01 May 2023 03:06:45 GMT

Hello. Yes this is happening to all AP at the same time. Every 12 hours exactly. I pinged and everything is fine. What is the controller? Is that the switch?

Re: Rukus heartbeat loss

Tspilinek — Mon, 01 May 2023 03:15:44 GMT

@sanjay_kumar

Hello. Yes this is happening to all AP at the same time. Every 12 hours exactly. I pinged and everything is fine. What is the controller? Is that the switch?

Re: Rukus heartbeat loss

sanjay_kumar — Mon, 01 May 2023 03:26:55 GMT

Hi @Tspilinek
Are you using Zone director, Smartzone or Unleashed setup?

Re: Rukus heartbeat loss

Tspilinek — Mon, 01 May 2023 03:37:52 GMT

@sanjay_kumar

I am not sure what you mean. I have had this set up for four years and this just started here in the last two weeks with the heartbeat message. I use the rukus unleashed app and the web unleashed.

Re: Rukus heartbeat loss

sanjay_kumar — Mon, 01 May 2023 04:03:43 GMT

@Tspilinek
Seems like you are using Unleashed setup. In Unleashed it will be Master and Member setup, where 1 will ack as Master and rest will be Members.
All the Members will be connected to Master and Master will manage all the Members.
The GUI what you get access is Master's.

When the Heartbeat loss occurs, means the Members are not able to communicate with Master. It could be one of the below between the Member and Master.
1. Ping loss.
2. Latency.
3. Master is rebooting.

You can check the below details from one of the member AP CLI at the AP at the time of issue and check the below details?
a. Use command "get director" to see the Masters IP.
b. Make sure the status is in "Run" state.
c. Ping the Master's IP and see if the response is fine.
d. Make sure the Master AP is not rebooted at the time of issue.
e. AP is still connected to the controller from the command "get scg" (If SZ\vSZ) or "get director" (If ZD).

You can also open a support case if you are not convenient to check these details. We will help you to sort the issue.