topic Re: My RUCKUS APs are keep going offline frequently in RUCKUS Support for Lennar Homes

My RUCKUS APs are keep going offline frequently

chandugutti1987 — Mon, 18 Sep 2023 02:53:32 GMT

My RUCKUS APs are keep going offline frequently, it used to work pretty well but since past 1 month I am having this issue. It is causing instability to my home network, please advise me the next steps.

Thanks,

Chandu.

Re: My RUCKUS APs are keep going offline frequently

chandugutti1987 — Mon, 18 Sep 2023 02:54:53 GMT

Here are the notifications from Unleashed.

Re: My RUCKUS APs are keep going offline frequently

Imran_ruckus — Mon, 18 Sep 2023 16:10:08 GMT

Hi @chandugutti1987

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared.

As per the case description, I understand that your Unleashes app receives Heartbeat Loss errors frequently.

Could you please let us know the answers to the below queries to assist you better?

1. 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 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)

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: My RUCKUS APs are keep going offline frequently

chandugutti1987 — Tue, 19 Sep 2023 18:10:11 GMT

Hello Imran, thank you for your response.

1. I am not aware of any power outage at my home.

2. Yes, in regular working conditions I see lights on the switch ports, but when the AP goes offline it will be really hard to go and grab the status of the LEDs from switch immediately. By the time I go and check, AP might have come back online.

3. Yes, I am using ATT Fiber link and it is pretty reliable.

4. I have 2 APs connected to this switch. all Lights are Green in working condition. But, when AP goes offline I see all the lights in OFF state.

Right now, I have the switch and APs in working condition. So, it is hard to take the picture of APs and switch when the network is offline. Is there a better way to pull the logs from AP and switch to troubleshoot this issue?

Re: My RUCKUS APs are keep going offline frequently

Imran_ruckus — Tue, 19 Sep 2023 19:07:42 GMT

Hi @chandugutti1987

Greetings!!!

Thank you for the response and the information you shared.

I would suggest you create a new WLAN/Wi-Fi SSID and create a separate 5G or 2.4G network from your Unleashed Access Point to avoid any Wireless interference between them causing the ‘Heartbeat Loss’ errors. 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

Please observe once you create a new SSID 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: My RUCKUS APs are keep going offline frequently

chandugutti1987 — Tue, 19 Sep 2023 19:13:11 GMT

Hi Imran,

I dont understand how it is SSID related when my complete AP is going offline, I mean I dont see any lights on my AP when it is offline.

Thanks,

Chandu.

Re: My RUCKUS APs are keep going offline frequently

Imran_ruckus — Tue, 19 Sep 2023 19:27:13 GMT

Hi @chandugutti1987

Thank you for the response and the information you shared.

Could you please let me know if you see this issue on your All APs or only one AP?

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

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: My RUCKUS APs are keep going offline frequently

chandugutti1987 — Tue, 19 Sep 2023 20:04:55 GMT

Hi Imran,

It is happening on both the APs, but I see one of them is more frequent compared to other. '18:7c:0b:3d:a1:10' is going offline more frequently.

Thanks,

Chandu.

Re: My RUCKUS APs are keep going offline frequently

Imran_ruckus — Tue, 19 Sep 2023 20:48:37 GMT

Hi @chandugutti1987

Thank you for the response and the information you shared.

You can try to unplug and plug the ISP (Internet Service Provider’s) Router/Modem-Router combo and APs ethernet cable to any other 1 in-12 ports as highlighted in the below screenshot.

If you still face similar issues, we may have to proceed with the factory reset of the APs. Please follow the below process to factory reset your APs and configure them with a new Wi-Fi 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 Access Points in your setup, remove the cable of any one Access Point from the Switch ports, and perform the factory reset on the other connected access point and once you complete it, connect the unplugged Access point back to the Switch.

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Ac...

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.

Re: My RUCKUS APs are keep going offline frequently

chandugutti1987 — Tue, 26 Sep 2023 20:58:52 GMT

Hello Imran,

Am I going to lose the SSID configuration details by resetting my APs? If yes, then this is not a viable option for me since I have more than 20 IOT devices sitting at my home accessing with this SSID. Going and changing the network details is a very painful process for me.

Thanks,

Chandu.

Re: My RUCKUS APs are keep going offline frequently

Imran_ruckus — Tue, 26 Sep 2023 23:06:57 GMT

Hi @chandugutti1987

Greetings!!!

Thank you for the response and the information you shared.

Yes, a factory reset will wipe out all the configurations. However, if you take back up and restore it does not include SSID information. You may need to connect your all-wireless devices once again to the new Wi-Fi SSID that will be configured during the factory reset process.

Before we do that could you please share a screenshot of the RUCKUS ICX-7150-C12P Switch status from the Unleashed system? (Please refer to the below screenshot for reference)

Please share the above-requested details 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.