topic Re: Heartbeat loss in RUCKUS Support for Lennar Homes

Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 13:01:46 GMT

I recently changed my ISP to ATT and ever since I’m getting these Heartbeat loss alerts every 12 hours or so. I was asked to create my own thread to address my issue. Can you please help me get this resolved?

Re: Heartbeat loss

Jayavidhya — Thu, 15 Jun 2023 13:59:10 GMT

Hi @Rolo106

Based on your description it seems that the unit is not working due to heartbeat loss.

Please let us know the LED status of the switch and the access points using the below guide.

R510 LED lights

https://docs.commscope.com/bundle/unleashed-200.12-onlinehelp/page/GUID-19D4261B-D10B-4DE3-B63A-3498F80103D0.html

RUCKUS LED Lights

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-973C8AE8-837A-41C7-9811-BAEF6ADEF3D3.html

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 14:26:21 GMT

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 14:50:03 GMT

Did you get my pictures? Everything is online and working now. I’m wondering why it drops off everyday?

Re: Heartbeat loss

Jayavidhya — Thu, 15 Jun 2023 15:09:16 GMT

Hi @Rolo106

Thanks for your information.

Please let us know whether the issue got resolved or not.

Best regards,

Jayavidhya

Lennar Home Community

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 15:34:03 GMT

I’m still having issues which is why I’m writing. Why do I keep getting heartbeat loss messages everyday? All of a sudden after 3 years of nothing this is now happening daily. What do i need to do to get this resolved. Please

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 16:01:36 GMT

Did you get my last message? For some reason I’m getting messages from another thread and I’m confused.

Re: Heartbeat loss

Jayavidhya — Thu, 15 Jun 2023 16:21:26 GMT

Hi @Rolo106

Thanks for your response.

Please follow the below steps to solve the issue.

Try to create a new WLAN/SSID and create a separate 5G network from your Unleashed Access Point to avoid any Wireless interference with 2.4. Please follow the below links to create new WLAN(SSID).

Creating a New Wireless WLAN (SSID):

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Creating-a-New-Wireless-WLAN...

https://www.youtube.com/watch?v=eSl_8rs1QnU

Please let me know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 16:46:04 GMT

Why is this happening? I’m already on the unleashed network app and WiFi network?

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 16:59:32 GMT

This doesn't look like what’s in the video. What am I doing wrong?

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 18:09:47 GMT

I was able to create a new WLAN/SSID. Now, am I supposed to connect all my devices to this network to stop the heartbeat loss? Please help me understand what this new network is for?

Re: Heartbeat loss

Jayavidhya — Thu, 15 Jun 2023 18:12:36 GMT

Hi @Rolo106

Based on your information Heartbeat failure occurs if there is a communication issue between AP to the controller.

To solve this issue , please check whether there is no network connection issue between member APs to master AP. If you are unable to find an issue in the network.

Please refer to the below link for more information.

https://support.ruckuswireless.com/answers/000003945
https://support.ruckuswireless.com/answers/000001658

Please let us know if you have any queries in this regard.

Best regards,

Jayavidhya

Lennar Home Community

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 19:59:25 GMT

Can you please answer my last question?

Re: Heartbeat loss

Jayavidhya — Thu, 15 Jun 2023 20:10:08 GMT

Hi @Rolo106

Yes, please

Best regards,

Jayavidhya

Lennar Home Community

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 20:12:59 GMT

Why do i have the other network then? Can you please be a little more specific with your replies?

Re: Heartbeat loss

Jayavidhya — Thu, 15 Jun 2023 20:53:09 GMT

Hi @Rolo106

You can use both SSID but in order to avoid the interference between 2.4 and 5GHz we suggest you to create new SSID with 5GHz .If you want to use the previous SSID you can just change it to 5GHz .

Best regards,

Jayavidhya

Lennar Home Community

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 21:24:36 GMT

If I don’t use the 2.4 on the original WLAN, can’t I just change it to broadcast only 5 GHz?

Re: Heartbeat loss

Rolo106 — Thu, 15 Jun 2023 22:27:12 GMT

Did you see my last message?

If I don’t use the 2.4 on the original WLAN, can’t I just change it to broadcast only 5 GHz?

Re: Heartbeat loss

Rolo106 — Fri, 16 Jun 2023 00:57:46 GMT

I just got another heartbeat loss alert after setting up another SSID. WHY DOES THIS KEEP HAPPENING? PLEASE BE CLEAR. OBVIOUSLY THIS IS AN ISSUE WITH YOUR PRODUCT SINCE THERE IS INFINITE USERS COMPLAINING ABOUT THE SAME THING. PLEASE CALL ME OR GIVE ME CLEAR INSTRUCTIONS.

Re: Heartbeat loss

Rolo106 — Fri, 16 Jun 2023 12:56:31 GMT

It happened again! Can you please respond?