topic Re: Heartbeat loss Lennar home in RUCKUS Support for Lennar Homes

Heartbeat loss Lennar home

Ccaley98 — Sat, 13 May 2023 19:33:54 GMT

My Ruckus keeps showing heartbeat loss and internet drops. I have an account on the unleashed app but it also says I'm not the manager but i’ve been able to use the app.

I’m not well versed in how all this works I really need some help since I can't call or talk to anyone on the phone.

Re: Heartbeat loss Lennar home

Imran_ruckus — Mon, 15 May 2023 15:41:08 GMT

Hi @Ccaley98

Greetings!!!

Thank you for contacting Lennar Home Community.

Hope you are doing well!!!

Thank you for the detailed information you shared.

As per the case description, I could understand that your RUCKUS setup is not working.

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)

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. 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 the above queries or if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Heartbeat loss Lennar home

mjschultz90 — Mon, 29 May 2023 14:24:37 GMT

Hello!

I am a different user but having virtually the same issues. Heartbeat loss on both APs at the exact same time, then they come back online a minute or two later at the same time.

This setup was working just fine for about three years before experiencing these issues. There may have been a power outage around the time it started happening but not sure. It does seem to have started happening after I updated the firmware from 200.12 to 200.14

Images below - I also have logs if that is helpful. It seems to happen every 12 hours.

May 24 22:11:25 Ruckus-Unleashed syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [151] s and last disconnected reason [AP Restart : power cycle]
May 24 22:11:26 Ruckus-Unleashed syslog: eventd_to_syslog():AP[4c:b1:cd:28:c4:f0] joins with uptime [151] s and last disconnected reason [AP Restart : power cycle]
May 24 22:11:26 Ruckus-Unleashed syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] cold boot successfully
May 24 22:11:28 RuckusAP syslog: eventd_to_syslog():AP[4c:b1:cd:28:c4:f0] warm boot successfully,last reboot reason [power cycle].
May 24 22:12:31 RuckusAP syslog: eventd_to_syslog():Radio [2.4G] of AP[4c:b1:cd:2a:4e:90] is ON
May 24 22:12:31 RuckusAP syslog: eventd_to_syslog():Radio [5G] of AP[4c:b1:cd:2a:4e:90] is ON
May 24 22:12:32 RuckusAP syslog: eventd_to_syslog():Radio [2.4G] of AP[4c:b1:cd:28:c4:f0] is ON
May 24 22:12:32 RuckusAP syslog: eventd_to_syslog():Radio [5G] of AP[4c:b1:cd:28:c4:f0] is ON
May 25 10:12:13 RuckusAP syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [43398] s and last disconnected reason [Heartbeat Loss]
May 25 10:12:15 RuckusAP syslog: eventd_to_syslog():AP[4c:b1:cd:28:c4:f0] joins with uptime [43400] s and last disconnected reason [Heartbeat Loss]
May 25 22:12:34 RuckusAP 1 syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [86619] s and last disconnected reason [Heartbeat Loss]
May 25 22:12:39 RuckusAP 1 syslog: eventd_to_syslog():AP[RuckusAP 1@4c:b1:cd:28:c4:f0] joins with uptime [86623] s and last disconnected reason [Heartbeat Loss]
May 26 10:12:30 RuckusAP 1 syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [129815] s and last disconnected reason [Heartbeat Loss]
May 26 10:12:54 RuckusAP 1 syslog: eventd_to_syslog():AP[RuckusAP 1@4c:b1:cd:28:c4:f0] joins with uptime [129838] s and last disconnected reason [Heartbeat Loss]
May 26 22:12:50 RuckusAP 1 syslog: eventd_to_syslog():AP[RuckusAP 1@4c:b1:cd:28:c4:f0] joins with uptime [173034] s and last disconnected reason [Heartbeat Loss]
May 26 22:12:53 RuckusAP 1 syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [173038] s and last disconnected reason [Heartbeat Loss]
May 27 10:12:44 RuckusAP 1 syslog: eventd_to_syslog():AP[RuckusAP 1@4c:b1:cd:28:c4:f0] joins with uptime [216228] s and last disconnected reason [Heartbeat Loss]
May 27 10:12:46 RuckusAP 1 syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [216229] s and last disconnected reason [Heartbeat Loss]
May 27 22:12:59 RuckusAP 1 syslog: eventd_to_syslog():AP[RuckusAP 1@4c:b1:cd:28:c4:f0] joins with uptime [259442] s and last disconnected reason [Heartbeat Loss]
May 27 22:13:06 RuckusAP 1 syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [259449] s and last disconnected reason [Heartbeat Loss]
May 28 10:13:04 RuckusAP 1 syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [302646] s and last disconnected reason [Heartbeat Loss]
May 28 10:13:18 RuckusAP 1 syslog: eventd_to_syslog():AP[RuckusAP 1@4c:b1:cd:28:c4:f0] joins with uptime [302660] s and last disconnected reason [Heartbeat Loss]
May 28 22:13:27 RuckusAP 1 syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [345869] s and last disconnected reason [Heartbeat Loss]
May 28 22:13:30 RuckusAP 1 syslog: eventd_to_syslog():AP[RuckusAP 1@4c:b1:cd:28:c4:f0] joins with uptime [345871] s and last disconnected reason [Heartbeat Loss]
May 29 10:13:30 RuckusAP 1 syslog: eventd_to_syslog():AP[4c:b1:cd:2a:4e:90] joins with uptime [389071] s and last disconnected reason [Heartbeat Loss]
May 29 10:13:47 RuckusAP 1 syslog: eventd_to_syslog():AP[RuckusAP 1@4c:b1:cd:28:c4:f0] joins with uptime [389089] s and last disconnected reason [Heartbeat Loss]

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Re: Heartbeat loss Lennar home

Imran_ruckus — Mon, 29 May 2023 17:07:18 GMT

Hi @mjschultz90

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

As this case is raised by @Ccaley98

To avoid confusion with posts, you can create your own post with the problem you're facing and these description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Heartbeat loss Lennar home

Rolo106 — Tue, 13 Jun 2023 00:45:20 GMT

I’m having this same issue. Can you help?

Re: Heartbeat loss Lennar home

Rolo106 — Tue, 13 Jun 2023 00:50:21 GMT

I’m having the same issue. Can you help get mine resolved?

Re: Heartbeat loss Lennar home

Imran_ruckus — Tue, 13 Jun 2023 15:18:27 GMT

Hi @Rolo106

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well

As this case is raised by @Ccaley98

To avoid confusion with posts, you can create your own post under RUCKUS Support for Lennar Homes, with the problem you're facing and a detailed description of the network issue and what you've done so that we can guide you properly.

Thank you again for understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Heartbeat loss Lennar home

Ccaley98 — Thu, 15 Jun 2023 15:50:48 GMT

1. My internet was working before, i'm not sure if we had a power outage but that is a possibility.

2. The lights on the switch is green.

3. internet provider is stable

4 I have two connected.

Re: Heartbeat loss Lennar home

Ccaley98 — Thu, 15 Jun 2023 15:56:37 GMT

Re: Heartbeat loss Lennar home

Ccaley98 — Thu, 15 Jun 2023 15:59:25 GMT

Re: Heartbeat loss Lennar home

Imran_ruckus — Thu, 15 Jun 2023 16:06:24 GMT

Hi @Ccaley98

Thank you for the response and the information you shared.

As per the light status of the Switch and the Access Points, they seem to be working normally.

Could you please let me know if you have only a heartbeat loss issue OR Intermittent Internet connectivity (For example Websites are not loading or loading very slowly)?

Please confirm.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Heartbeat loss Lennar home

Ccaley98 — Thu, 15 Jun 2023 16:14:18 GMT

I get heartbeat loss messages everyday. Internet moves slowly or loses connection.

Re: Heartbeat loss Lennar home

Ccaley98 — Thu, 15 Jun 2023 16:14:56 GMT

Re: Heartbeat loss Lennar home

Imran_ruckus — Thu, 15 Jun 2023 16:18:21 GMT

Hi @Ccaley98

Thank you for the response and the information you shared.

This issue may happen when the Switch runs on the Routing code (SPR). The Switch should run on the Switching code (SPS) to avoid these issues for Lennar home users. If the Switch boots up on the other partition (Due to a power outage/power spike may be) which may be running on a ‘Routing Code’ results in causing this issue. To check the same please follow the below process.

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

1. 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

2. 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 and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

Re: Heartbeat loss Lennar home

Ccaley98 — Thu, 15 Jun 2023 17:09:11 GMT

This is what i received after the first step not sure about the second step

Re: Heartbeat loss Lennar home

Imran_ruckus — Thu, 15 Jun 2023 16:54:36 GMT

Hi @Ccaley98

Greetings of the day!!!

Thank you for the response and the update.

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

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)

If yes, please try to log in to the Putty application, as described in the ‘How to remotely access to 'ICX 7150-C12P' or 'access points' "Network devices" guide shared in the previous post. And please share the output of the commands.

You could try the SSH OR Telnet option to log in to CLI (Putty) as described in the same guide- Please refer below

SSH- Port 22

Telnet – Port 23

Please 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: Heartbeat loss Lennar home

Ccaley98 — Thu, 15 Jun 2023 17:08:36 GMT

I typed in the IP address and this came up

Re: Heartbeat loss Lennar home

Ccaley98 — Thu, 15 Jun 2023 17:29:21 GMT

I typed in the ip address this what came up

Re: Heartbeat loss Lennar home

Imran_ruckus — Thu, 15 Jun 2023 18:26:33 GMT

Hi @Ccaley98

Thank you for the response and the information you shared.

The picture you shared is of Unleashed dashboard which belongs to Access Points management.

The dashboard should look like the screenshot I mentioned in the last post. Please find the IP Address via IP Scanner and try to access it on a web browser. Please share a screenshot of all list of IP Scan results if you find it difficult to find IP Address of the Switch.

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: Heartbeat loss Lennar home

Ccaley98 — Thu, 15 Jun 2023 18:50:04 GMT

I used what you described found the up address it brought me to that dashboard once then it brought me to the above photo