topic Re: Ruckus 7150 - 4+ daily "Heartbeat loss" in RUCKUS Support for Lennar Homes

Ruckus 7150 - 4+ daily "Heartbeat loss"

Lennar010203 — Wed, 17 May 2023 13:39:12 GMT

I received a replacement Ruckus 7150 due to an issue with my old one. I am using 08095g UFI. For the past month, my Ruckus has been having "Heartbeat loss" several times a day. It lasts for about 2 seconds and then reconnects, but it generally lags up my video calls.

I contacted my ISP, and they ran tests saying it is fine on their end. I even replaced my modem with a completely different brand (done by the ISP), but this heartbeat loss continues. They have said it is the Ruckus.

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

lennar-0225 — Wed, 17 May 2023 16:20:24 GMT

Yes. Even I am facing heartbeat loss every two hours and it gets reconnected in 2-3 minutes. Any support here is really appreciated

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Imran_ruckus — Wed, 17 May 2023 16:23:36 GMT

Hi @Lennar010203

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

From the case description, I could understand that you have heartbeat loss after connecting a new ICX-7150-C12P Switch.

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

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 cable connections to the Switch ports)

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights.

Before uploading the photos please log in to the RUCKUS account and you can upload the image.

Please let us know the answers to the above queries or if you have any queries in this regard.

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Lennar010203 — Thu, 18 May 2023 11:53:40 GMT

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Imran_ruckus — Thu, 18 May 2023 15:17:48 GMT

Hi @Lennar010203

Greetings!!!

Thank you for the response and the update.

As per the light status of the Switch, it’s in a normal state. Could you please check the IP Address of the Switch and share it?

Please follow the below steps and help us with the queries,

To check this issue, we must identify the ‘current’ IP address assigned by your local router to the switch ICX-7150-C12P

I will leave you a guide on how to perform an IP scanner on your local network to identify the switch IP address very easily.

How to find my Ruckus “Devices IP address” using free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Devices-IP-address-using-free-applications/td-p/47027

Try to access your switch from a web browser by pasting the below URL in http or https form whichever that works.

https://0.0.0.0 or http://0.0.0.0 (IP address of Switch. 0.0.0.0 is just as an example)

You should see the Switch Dashboard as shown in the below screenshot to confirm it’s a Switch IP Address.

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: Ruckus 7150 - 4+ daily "Heartbeat loss"

Lennar010203 — Fri, 19 May 2023 05:51:32 GMT

198.168.1.242 seems to show that screen. Though I am getting a few IP addresses for the Ruckus system.

Also, just checked it again and the lights status has changed but I do have internet. Solid yellow light for USB and then flashing green light for the CLD. (image 1 with light solid green and image 2 for light off for CLD below)

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Imran_ruckus — Fri, 19 May 2023 15:19:08 GMT

Hi @Lennar010203

Greetings!!!

We will check some configurations on the Switch, please follow the below steps to check the same.

Please follow the below steps and help us with the queries,

As you have the IP Address of the Switch now, please try to access the CLI of the Switch as described below.

Once we identify the IP address of the switch proceed to access remotely to the device “Command Line”

How to remotely access to 'ICX 7150-C12P' or 'access points' "Network devices":

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-ICX-7150-12P-or-access-points-quot/td-p/47388

If you can access the Command line should look like this:

ICX7150-C12 Router> OR

ICX7150-C12 Switch>

Please enter the below commands once you log in to CLI and share the output.

Note: Hit Enter to accept each command

enable

show version

show flash

Please share the output of the above commands or share the screenshots if stuck at any step or error (if any) and 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: Ruckus 7150 - 4+ daily "Heartbeat loss"

Lennar010203 — Fri, 19 May 2023 16:39:26 GMT

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Imran_ruckus — Fri, 19 May 2023 17:54:32 GMT

Hi @Lennar010203

Thank you for the response.

Based on the output of the commands Switch seems to be in a normal condition.

Could you please unplug and plug your ethernet cables from the Switch ports panel and plug them back? You could plug it in different ports on the Switch panel within 12 ports as shown in the below screenshot. And check the behavior.

Secondly, 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 reboot your ISP (Internet Service Provider) Router as well.

Also, please share the output of the below commands.

enable

show inline power
show interface brief

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Lennar010203 — Fri, 19 May 2023 20:04:12 GMT

What tool are you using to get to that screen?

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Imran_ruckus — Fri, 19 May 2023 21:42:59 GMT

Hi @Lennar010203

Thank you for the response.

Please login to the Unleashed to get those information.

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

Thank you again.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Lennar010203 — Fri, 19 May 2023 22:09:41 GMT

my login looks like this

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Imran_ruckus — Fri, 19 May 2023 22:39:16 GMT

Hi @Lennar010203

Thank you for the response and the update.

The web interface you have shared is of your Switch. The unleashed dashboard should look like the below screenshot. You could run an IP Scan and find the IP address of your Access Point to access Unleashed.

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: Ruckus 7150 - 4+ daily "Heartbeat loss"

Lennar010203 — Fri, 19 May 2023 22:48:58 GMT

Got it. It was already DHCP. I am restarting them. Where do I type the commands you referenced?

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Imran_ruckus — Fri, 19 May 2023 23:22:39 GMT

Hi @Lennar010203

Thank you for the response.

Could you please confirm if you unplugged and plugged the ethernet cables from the Switch port panel as described previously?

Along with restarting the Access Points, please reboot your ISP router as well.

Commands have to be performed in the CLI, the same way you did for the ‘show version’ and ‘show flash’ commands.

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: Ruckus 7150 - 4+ daily "Heartbeat loss"

Lennar010203 — Fri, 19 May 2023 23:32:23 GMT

Yes I did all of the steps. Here is the paste:

Re: Ruckus 7150 - 4+ daily "Heartbeat loss"

Imran_ruckus — Fri, 19 May 2023 23:54:59 GMT

Hi @Lennar010203

Thank you for the response.

The output of the commands seems to be normal.

As we have performed some of the troubleshooting steps, please observe the behavior and check if you still get the heartbeat loss errors.

If you get them again, we have to perform a factory reset to the Access Points.

Below is the process for the factory reset of the Access Points:

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.

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 your Mobile:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-using-your-Mobile/td-p/47086

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. We appreciate your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.