topic Re: AP’s heartbeat loss occurring every 12 hours in RUCKUS Support for Lennar Homes

AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Sun, 27 Aug 2023 19:17:38 GMT

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.

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Mon, 28 Aug 2023 15:25:50 GMT

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.

Re: AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Wed, 06 Sep 2023 02:15:34 GMT

Hello,

Answers to your questions are below and photos are attached.

This system was working before. I don't recall any power outages at the time this issue started, but possible.
The GREEN lights that are illuminated are the; STAT, SYST, PWR, and any port with an ethernet cable plugged in. There are no amber lights illuminated.
The internet connection from my provider is stable and working.
There are two access points connected to the switch. The AP upstairs closer to the switch has the 5G, 2.4G and PWR lights illuminated GREEN. The AP downstairs has the 5G, 2.4G, CTL and PWR lights illuminated GREEN. Neither AP has any amber lights illuminated.
My ISP is AT&T.AP DownstairsAP UpstairsSwitch

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Wed, 06 Sep 2023 15:25:51 GMT

Hi @r_mendoza85

Greetings!!!

Thank you for the information you shared.

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.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Fri, 08 Sep 2023 00:25:00 GMT

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:

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Fri, 08 Sep 2023 15:28:34 GMT

Hi @r_mendoza85

Greetings!!!

Thank you for the response and the information you shared.

The dashboard you are seeing on the web browser is of ICX-7150-C12P Switch and not of the Unleashed system.

You should see the Dashboard as shown in the below screenshot to confirm it’s the Unleashed login.

Please try to browse unleashed.ruckuswireless.com or IP Address of the Master Access Point to get the Unleashed login dashboard.

Please log into the Unleashed, follow the steps shared in my previous post and let me know if you have any queries in this regard.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Tue, 12 Sep 2023 01:00:06 GMT

Hello,

Thank you for the clarification. I was able to set up the alternate network to isolate the 5G signal but the "Heartbeat Loss" issue persists.

The events log is attached and you can see this problem recurs every 12 hours consistently.

Any other recommendations?

2023/09/11 16:31:49

High

AP[c8:03:f5:01:80:f0] joins with uptime [259452] s and last disconnected reason [Heartbeat Loss]

2023/09/11 16:31:40

High

AP[4c:b1:cd:28:2d:30] joins with uptime [259442] s and last disconnected reason [Heartbeat Loss]

2023/09/11 04:31:54

High

AP[c8:03:f5:01:80:f0] joins with uptime [216258] s and last disconnected reason [Heartbeat Loss]

2023/09/11 04:31:45

High

AP[4c:b1:cd:28:2d:30] joins with uptime [216248] s and last disconnected reason [Heartbeat Loss]

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Tue, 12 Sep 2023 15:09:37 GMT

Hi @r_mendoza85

Greetings!!!

Thank you for the response and the information you shared.

Could you please log into your ATT Account and share a screenshot showing the below information?

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Wed, 13 Sep 2023 02:25:01 GMT

Hello,

Below is a screenshot showing my ATT information requested.

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Wed, 13 Sep 2023 15:32:12 GMT

Hi @r_mendoza85

Greetings!!!

Thank you for the response and the information you shared.

ATT settings seem normal.

Could you please, log into your unleashed system, and go to Services>Radio Control> Background Scanning? Uncheck the options or set them out further like 9000 seconds.

Then continue from here to Services>Radio Control> Client Load Balancing, Make sure those options are unchecked!

Once the above process is done, please reboot (Unplug and plug from the power outlet) your RUCKUS ICX-7150-C12P Switch and the ISP (Internet Service Provider) Router once.

Check the behavior once you follow the above steps and please confirm if you have the same issue or if it gets fixed.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Thu, 21 Sep 2023 17:32:16 GMT

Hello,

I made the suggested modifications and the issues remains. Continuing to occur ever 12 hours.

Screen grabs below and alarm log since the hard reboot of the Ruckus Switch and ISP Router.

Date/Time

Severity

Activities

2023/09/21 05:43:15

High

AP[c8:03:f5:01:80:f0] joins with uptime [129829] s and last disconnected reason [Heartbeat Loss]

2023/09/21 05:43:02

High

AP[4c:b1:cd:28:2d:30] joins with uptime [129816] s and last disconnected reason [Heartbeat Loss]

2023/09/20 17:43:20

High

AP[4c:b1:cd:28:2d:30] joins with uptime [86635] s and last disconnected reason [Heartbeat Loss]

2023/09/20 17:43:06

High

AP[c8:03:f5:01:80:f0] joins with uptime [86620] s and last disconnected reason [Heartbeat Loss]

2023/09/20 05:43:12

High

AP[4c:b1:cd:28:2d:30] joins with uptime [43427] s and last disconnected reason [Heartbeat Loss]

2023/09/20 05:43:02

High

AP[c8:03:f5:01:80:f0] joins with uptime [43417] s and last disconnected reason [Heartbeat Loss]

2023/09/19 17:43:04

High

Radio [5G] of AP[4c:b1:cd:28:2d:30] is ON

2023/09/19 17:43:04

High

Radio [2.4G] of AP[4c:b1:cd:28:2d:30] is ON

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Thu, 21 Sep 2023 20:04:57 GMT

Hi @r_mendoza85

Greetings!!!

Thank you for the response and the update.

Could you please, log into your unleashed system, and go to Services>Radio Control> Background Scanning? Uncheck the options or set them out further like 9000 seconds.

Then continue from here to Services>Radio Control> Client Load Balancing, Make sure those options are unchecked!

Once the above process is done, please reboot (Unplug and plug from the power outlet) your RUCKUS ICX-7150-C12P Switch and the ISP (Internet Service Provider) Router once.

Check the behavior once you follow the above steps and please confirm if you have the same issue or if it gets fixed.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Thu, 21 Sep 2023 22:00:31 GMT

I made the requested change however now the switch’s SYSTEM light is amber and none of the AP are energized.

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Thu, 21 Sep 2023 22:20:33 GMT

Hi @r_mendoza85

Thank you for the response and the information you shared.

As I can see from the pictures you shared, there are lights on PWR and SYST, if there is an amber/orange light on the "SYST" and a green light on the "PWR" on the Switch (as it is in the below picture). Meaning the Switch is stuck in the boot mode.

Please note this is a different issue which is usually happens after the power outage/power spike. And this is NOT because of the changes you made on Unleashed.

Basically, due to the power outage/ power spike, the switch went to a state that we call ‘boot mode’ that is not able to boot up properly.

Please follow the below steps to fix this issue:

First, we will try to reset the Switch as described below:

1. Please try to disconnect from the Power outlet the ICX-7150 and reconnect.

2. Please try to press the reset button using a paper click or a small stick

Remove power from the switch.
Press and hold the Reset button while applying power to the switch.
After all the system LEDs flash amber, release the Reset button.

Below is the Guide and Videos link for your reference:

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE7.html

Video link: https://www.youtube.com/watch?v=6jHMTdo_hK4

IF RESET IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES (Like 10-15 times) AS DESCRIBED ABOVE.

IF RESET DOESN’T WORK: Please follow the below steps.

If the reset does not make any difference, we need to perform a software recovery since it can be that the image flash is corrupted in basic words the unit is not able to boot up properly and need re-install the image to boot up properly.

Below is the Guide and Video Link to perform the Software recovery process:

Please refer to the below guide and Video link:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-recovery-on-an-ICX7150-switch/td-p/47483

Video Link: https://www.youtube.com/watch?v=Ql22blH_CGo

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

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Sat, 23 Sep 2023 01:18:49 GMT

I rest the switch multiple times with no luck.

I do not have a computer equipped with an ethernet port. Is it possible to update the firmware on the switch strictly through the USB-C port?

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Mon, 25 Sep 2023 15:40:12 GMT

Hi @r_mendoza85

Greetings!!!

Thank you for the response and the information you shared.

Apologies, we cannot perform the Switch upgrade when it is stuck in boot mode.

We need to use ethernet cable (both ends RJ45 plugs) and USB to type C cable together for the software recovery process as described in steps 2 & 3 in the guide link. Request you follow the same and perform the software recovery process. And please share the screenshots of the error (if any) and please share a picture showing the connections between Switch and the Laptop.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Sun, 08 Oct 2023 17:24:47 GMT

I was able to restore the switch and make the recommended changes however, the heartbeat loss issue remains. Any other recommendations?

Date/Time

Severity

Activities

2023/10/07 20:20:06

High

AP[c8:03:f5:01:80:f0] joins with uptime [86623] s and last disconnected reason [Heartbeat Loss]

2023/10/07 20:20:02

High

AP[4c:b1:cd:28:2d:30] joins with uptime [86618] s and last disconnected reason [Heartbeat Loss]

2023/10/07 08:20:03

High

AP[4c:b1:cd:28:2d:30] joins with uptime [43421] s and last disconnected reason [Heartbeat Loss]

2023/10/07 08:20:01

High

AP[c8:03:f5:01:80:f0] joins with uptime [43418] s and last disconnected reason [Heartbeat Loss]

2023/10/06 20:19:59

High

Radio [2.4G] of AP[4c:b1:cd:28:2d:30] is ON

2023/10/06 20:19:59

High

Radio [5G] of AP[4c:b1:cd:28:2d:30] is ON

2023/10/06 20:19:57

High

Radio [5G] of AP[c8:03:f5:01:80:f0] is ON

2023/10/06 20:19:57

High

Radio [2.4G] of AP[c8:03:f5:01:80:f0] is ON

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Mon, 09 Oct 2023 19:12:16 GMT

Hi @r_mendoza85

Greetings!!!

Thank you for the response and the detailed information.

Please check your IP settings for the access point, is it set to DHCP or static? If it’s set to static IP, there could be an IP conflict, switch to DHCP and reboot AP. (Please refer to the below screenshot)

Reboot: for all the Access Points as shown in the below screenshot.

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: AP’s heartbeat loss occurring every 12 hours

r_mendoza85 — Mon, 09 Oct 2023 22:48:28 GMT

The IP Setting was already set to DHCP.

Heartbeat Loss issue remains.

Re: AP’s heartbeat loss occurring every 12 hours

Imran_ruckus — Mon, 09 Oct 2023 23:56:51 GMT

Hi @r_mendoza85

Thank you for the response and the information you shared.

Since we tried the required troubleshooting steps with no luck in preventing heartbeat loss errors. At this point, we may need to factory reset the APs. Please follow the below process to factory reset your APs and configure them with a new RUCKUS Unleashed Wi-Fi Network/SSID.

IMPORTANT NOTE: To perform a factory reset correctly on one of the access points, you must disconnect the rest of your other access points from the "ICX-7150-switch". For example, if you have 3 access points, you should go to the switch and disconnect 2 of the cables to turn off the "2 access points" and only leave 1 connected with which we are going to work the factory reset once you configure the access point and make sure all is good, go ahead and reconnect the other Access Points back.

As you have 2 R510 Access Points in your setup, remove the cables of any ONE Access Point, and perform the factory reset only on the ONE connected access point. Once you complete it, connect the unplugged Access point cables back to the Switch ports and it will sync up with the configurations from the factory reset Access Point.

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Access-Points-Ruckus/td-p/47056

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Password recovery setup:

https://www.youtube.com/watch?v=sqnG8fupaLk

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

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.