topic Re: r750 heartbeat getting lost and disconnecting continously in SmartZone and Virtual SmartZone

r750 heartbeat getting lost and disconnecting continously

ithelpdesk_isou — Fri, 18 Jun 2021 11:06:12 GMT

Hi
Actually, I have configured R750 and wants to move in VSZ,
after moving through scg command and approved by smart zone,
and ap discovery also succeeded,
After that AP got disconnected and again it tries to discover, After discovery again heartbeat got lost. Please provide the solution for this. attaching snaps for reference

NOTE- Firewall end all the ports are open for cloud and AP's IP

Re: r750 heartbeat getting lost and disconnecting continously

mamadou_oury_di — Fri, 18 Jun 2021 12:13:42 GMT

Hello,
Can you see if this can solve the problem.
https://support.ruckuswireless.com/articles/000003945

Re: r750 heartbeat getting lost and disconnecting continously

ithelpdesk_isou — Fri, 18 Jun 2021 12:35:51 GMT

@mamadou_oury_dialloa

thank you for the help. but actually, i have open all port from AP end

Re: r750 heartbeat getting lost and disconnecting continously

mamadou_oury_di — Fri, 18 Jun 2021 12:46:51 GMT

OK.

Something else can you check at the license level if the number of APs is not reached?

Re: r750 heartbeat getting lost and disconnecting continously

ithelpdesk_isou — Fri, 18 Jun 2021 13:35:19 GMT

@mamadou_oury_diallo didn't get you exactly

Re: r750 heartbeat getting lost and disconnecting continously

syamantakomer — Fri, 18 Jun 2021 15:17:13 GMT

Hi,

AP seems unable to get the configuration or got stuck in configuration update loop.

I would suggest to open a case with support and report this, if port and network part is already ruled out.

Re: r750 heartbeat getting lost and disconnecting continously

eizens_putnins — Sat, 19 Jun 2021 10:49:53 GMT

Things to check:

1. Smartzone version - check that you have SZ version supporting R750, and zone, you try to conect R750 is on firmware level supporting R750

2. AP firmware version - reset it and upgrade to latest standalone version, than try to join SZ again.

3. network connection. Connect R750 to network, where some AP works normally with Smartsone OK. Or connect one more AP to network with R750. Sometimes small MTU prevents connection to succeed, there may be also mistake in firewall configuration. You need to actually check to know if network is ok.

4. AP power -- check that R750 has enough power (to be sure, use 60W PoE injector).

Post your findings (and more detail, including versions) and we'll see what can be done.

Or just open case and do the same things with support engineer help -- but you need to get this information checked and collected anyway to resolve the issue, no support can help you without information to analyse.