AP fails every hour with Hearbeat failure message

[mnk23227]

The AP's are connected and functioning. They are updated via the unleashed browser. The AP go down every hour with the message:
AP[8c:fe:74:36:81:90] joins with uptime [90479] s and last disconnected reason [Heartbeat Loss]

The unleashed Web UI shows the switch is disconnected. The switch is on version 
ICX7150-C12 Switch>show version
Copyright (c) 2017 Ruckus Wireless, Inc. All rights reserved.
UNIT 1: compiled on Apr 3 2018 at 15:27:41 labeled as SPS08070b
(25605164 bytes) from Primary SPS08070b.bin
SW: Version 08.0.70bT211

The switch is not able to ping my device (mac) nor can the Mac ping the switch. Therefore TFTP to transfer the image is not working. The Web UI to switch was working but now has stopped.

The switch ip and configuration
ip address 192.168.X.3 255.255.255.0 dynamic
ip default-gateway 192.168.X.1 dynamic

The switch connects to a TPLink router provided by ISP.

ICX7150-C12 Switch>show interfaces brief

Port Link State Dupl Speed Trunk Tag Pvid Pri MAC Name
1/1/1 Down None None None None No 1 0 d4c1.9e87.c64c
1/1/2 Up Forward Full 1G None No 1 0 d4c1.9e87.c64d
1/1/3 Down None None None None No 1 0 d4c1.9e87.c64e
1/1/4 Up Forward Full 1G None No 1 0 d4c1.9e87.c64f
1/1/5 Up Forward Full 100M None No 1 0 d4c1.9e87.c650
1/1/6 Down None None None None No 1 0 d4c1.9e87.c651
1/1/7 Down None None None None No 1 0 d4c1.9e87.c652
1/1/8 Down None None None None No 1 0 d4c1.9e87.c653
1/1/9 Up Forward Full 1G None No 1 0 d4c1.9e87.c654
1/1/10 Down None None None None No 1 0 d4c1.9e87.c655
1/1/11 Down None None None None No 1 0 d4c1.9e87.c656
1/1/12 Down None None None None No 1 0 d4c1.9e87.c657
1/2/1 Down None None None None No 1 0 d4c1.9e87.c659
1/2/2 Up Forward Full 1G None No 1 0 d4c1.9e87.c65a
1/3/1 Down None None None None No 1 0 d4c1.9e87.c65b
1/3/2 Down None None None None No 1 0 d4c1.9e87.c65c
mgmt1 Down None None None None No None 0 d4c1.9e87.c64c

Please help in getting the switch to work and help address the heartbeat issue

[pinky_ruckus]

Hi @mnk23227 ,

Greetings!!!

Thank you for reaching out to the RUCKUS Lennar Home Community. 

We appreciate your patience and understanding as we work to resolve the issues you are experiencing with your RUCKUS setup.

Based on the information provided, it appears that you are encountering Heartbeat loss errors.

We apologize for any inconvenience this may have caused and are committed to assisting you promptly.

To help address this issue, please try the steps below:

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 the FULL Switch panel cable connections to the Switch ports)

• Unplug the Access Point cables from the RUCKUS Switch ports.
• Reconnect them to any other available ports (1–12) on the switch. (Refer to the screenshot below.)
• Once done, please check if the heartbeat loss error persists.

We also suggest you upgrade your ALL RUCKUS R510 Access Points to version 200.15.6.12.304 which is recently released.

Could you please log in to your Unleashed system on a LAPTOP WEB BROWSER using the Master AP IP Address OR https://unleashed.ruckuswireless.com/ ? 

If link doesn't work, identify the current IP address assigned to the switch ICX-7150-C12P by your local router. You can use an IP scanner tool to easily locate the switch's IP address on your network. Here is a guide on how to perform this using IP Scanner free applications:

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/How-to-find-the-IP-Address-o...

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

Once you login to the AP through web browser, please upgrade the AP to the recommended version.

Please follow the below RUCKUS Lennar Knowledge base self-help article which will help you to upgrade the Ruckus AP to a recommended version 200.15.6.12.304

https://community.ruckuswireless.com/t5/RUCKUS-Lennar-Support-Knowledge/Upgrade-process-of-the-RUCKU...

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

Thank you again for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

[mnk23227]

My AP are on 200.15.6.212.27 which was released on 2025-07-01
You're asking me downgrade to 200.15.6.12.304 which was released on 2024-01-15
Is that correct? The AP are accessible via the Unleashed Web UI.

The switch lights do not show any errors. All lights are green. The AP are between 1-12 ports. The router is connected to 13/14 port as you can see from the output of the switch.
The switch is hard coded to 192.168.X.3 and was accessible via web UI but randomly stopped responding to web requests. The Mac cannot ping the switch. It gets Host is Down or unreachable. The switch configuration is also posted.

[pinky_ruckus]

Hello @mnk23227,

Thank you for the response.

Could you please share the picture of the Switch showing the connection of the ports?

Also, please try to remove the Access points from the Switch and reconnect to any one of the other 12 ports on the Switch.

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

Thank you for your patience and understanding.

Regards,

Pinky Rajendran

RUCKUS Lennar Home Community

[pinky_ruckus]

Hello @mnk23227 ,

Greetings!

This is a follow-up in reference to the case you have opened in the RUCKUS Lennar Support Community.

I would like to know if you require further assistance since our last correspondence. Should you have any questions or if the status of your case has changed, please let me know by responding to this post.

Please feel free to contact if you have any further concerns regarding the same.

Best regards,

Pinky Rajendran

RUCKUS Lennar Home Community.