topic Re: R510 - Heartbeat Loss - ICX7150-C12 Switch in RUCKUS Support for Lennar Homes

R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Wed, 10 Sep 2025 15:38:03 GMT

After 5yrs of living in this home with the Lennar / Ruckus system, first time seeing this type of error. Did numerous searching prior to this post but yet still dealing with every 12hr alert of "heartbeat loss"

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Wed, 10 Sep 2025 15:46:10 GMT

Hi @scott_kennedy

Greetings!!!

Thank you for reaching out to the Lennar Home Community.

I hope this message finds you well.

We appreciate the detailed information you have provided.

Based on your description, it appears that you are experiencing Heartbeat Loss on the RUCKUS Unleashed Application.

This issue may arise when your RUCKUS Access Points and Application are running an outdated version.

To assist you further, please follow the steps below.
- Log in to your Unleashed system using a laptop web browser with the Master AP IP Address or visit https://unleashed.ruckuswireless.com/. Kindly check and share a screenshot of the current version of your Unleashed Access Points.

If you encounter difficulties accessing the above link or if you are unsure of the IP Address of your Access Points, please refer to our guide on finding the IP Address of the Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-find-the-IP-Address-of-the-RUCKUS-Devices-Switch-and-APs/ta-p/77863

You should see the Unleashed dashboard below after finding the IP Address of the AP. Try to log in

Once you have located the IP Address of the Access Point and accessed the Unleashed dashboard, please proceed with the following steps:
1. Log in to the Unleashed system and upgrade your RUCKUS Unleashed system to the recommended version as described in the below RUCKUS Lennar Knowledge Base self-help article.

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Upgrade-process-of-the-RUCKUS-Unleashed-R510-Access-Points-to-a/ta-p/75029

2. After upgrading all Access Points, uninstall the current Unleashed application and install the updated version.
3. Attempt to log in again and verify functionality.

Should you have any questions or require further assistance, please do not hesitate to contact us.

Thank you for your patience and cooperation.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Wed, 10 Sep 2025 15:52:39 GMT

Sorry, bare with me as I'm not too famialir with networking etc. Please see attached screenshot from my app showing latest version

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Wed, 10 Sep 2025 15:56:36 GMT

Hi @scott_kennedy

Thank you for your response and the update.

Could you please uninstall the application from your mobile device, then install the latest version (15.155.1) and try logging in again?

Kindly let me know the outcome so we can proceed accordingly.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Wed, 10 Sep 2025 16:06:00 GMT

I was showing I was already running 15.155.1, regardless I deleted the application and re-downloaded.

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Wed, 10 Sep 2025 16:14:39 GMT

Hi @scott_kennedy

Thank you for your response and the update.

Could you please log in to the Unleashed System from your laptop and share a screenshot displaying the details shown in my reference screenshot below?

Once shared, I’ll review it and guide you with the next steps. In the meantime, please don’t hesitate to let me know if you have any questions.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Wed, 10 Sep 2025 16:38:51 GMT

Currently not home at the moment to hop on a laptop. But able to see from the app I believe

Firmware - 200.15.6.212.27

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Wed, 10 Sep 2025 16:48:02 GMT

Hi @scott_kennedy

Thank you for the information and the update.

Please check the version on the web Unleashed system using your laptop, as outlined in my previous post. If you see the same version there (200.15.6.212.27), kindly follow the steps below.

I recommend creating a new WLAN/SSID and setting up a dedicated 5G network from your Unleashed Access Point to help minimize any potential interference with the 2.4G network. For detailed guidance, please refer to the article and screenshot provided in the link below:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Guidelines-on-creating-a-Wireless-LAN-WLAN-Service-Set/ta-p/101742

Once completed, please let me know how the new Wi-Fi network /SSID performs.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Wed, 10 Sep 2025 16:50:34 GMT

Will attempt later on today when I'm near the laptop

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Wed, 10 Sep 2025 16:55:26 GMT

Hi @scott_kennedy

Thank you for your response and the update.

Sure, please keep me informed of the outcome once you’ve had a chance to try.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Wed, 10 Sep 2025 22:25:34 GMT

Finally, around a laptop

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Thu, 11 Sep 2025 12:05:19 GMT

Hi @scott_kennedy

Thank you for your response and the information provided.

As mentioned in my earlier reply, could you please try creating a new Wi-Fi network and check if the issue continues?

Kindly share the outcome once you have tested.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Thu, 11 Sep 2025 14:10:42 GMT

as of 30mins ago, still seeing heartbeat loss errors.

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Thu, 11 Sep 2025 14:18:59 GMT

Hi @scott_kennedy

Thank you for your response and the information provided.

Can you confirm if you tried creating a new Wi-Fi network and check if the issue continues?

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Thu, 11 Sep 2025 19:59:40 GMT

Correct

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Thu, 11 Sep 2025 20:08:28 GMT

Hi @scott_kennedy

Thank you for your response.

Apologies, I did not fully understand. Could you please clarify?

Thank you once again.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Thu, 11 Sep 2025 20:20:03 GMT

Correct, I created a new wifi and heartbeat loss still appears

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Thu, 11 Sep 2025 20:29:12 GMT

Hi @scott_kennedy

I appreciate your reply and clarification.

Please allow me some time to check and replicate the issue in our lab environment. I will get back to you shortly with my findings or potential resolutions to try.

In the meantime, if you have any questions, please feel free to reach out.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

scott_kennedy — Fri, 12 Sep 2025 10:49:56 GMT

Looking at the logs, heartbeat loss every 12hrs

Re: R510 - Heartbeat Loss - ICX7150-C12 Switch

Imran_ruckus — Fri, 12 Sep 2025 12:02:08 GMT

Hi @scott_kennedy

I appreciate your reply and information.

Please allow me some time to check and replicate the issue in our lab environment. I will get back to you shortly with my findings or potential resolutions to try.

In the meantime, if you have any questions, please feel free to reach out.

Thank you once again for your patience and understanding.

Best regards,
Imran Sanadi
RUCKUS | Lennar Home Community Support