This article shows some tips or references to isolate or narrow down the issues when the AP(s) is failing to join the controller (show status as OFFLINE on the controller).
The controller's dashboard shows AP status and if we happen to find any AP which is not intended to be offline then below are some basic troubleshooting which we can run through.
AP will show with RED status in the dashboard:
Where to check:
Login to vSZ GUI --> Access Points --> Select the AP which shows disconnected --> At the bottom panel click on Events Tab (as shown below)
Under the Events section, we will see SZ/vSZ generates event code 314 (AP heartbeat loss) and 303 (AP disconnect) once the heartbeat timer expires.
The default heartbeat time is 30 seconds. The AP sends a heartbeat packet to SZ every 30 seconds as a form of a keepalive.
NOTE: The firewall port information can be found in the Administrator guide of the respective firmware version available on the support portal for reference.
Alternatively, online documentation can be checked for the respective firmware version.
Tip: Shortcut to find the online document for reference:
Click on the question mark in the controller GUI to redirect to the Online documentation (as shown below). Search with the required keyword.
TIP: To find the controller’s CONTROL IP, login to the controller GUI --> System --> Cluster --> Control Planes --> Control IP.
Next Step: Once the network-related issues are isolated then a Ruckus support ticket is needed with the following details: