AP’s heartbeat loss occurring every 12 hours

[r_mendoza85]

My AP’s are dropping out with “heartbeat loss” every 12 hours. This has been happening for nearly 3 months. Have done a hard reset and upgraded to most recent firmware. Any help is appreciated. Thank you. 

[Imran_ruckus]

Hi @r_mendoza85 

Greetings!!!

Thank you for contacting RUCKUS Lennar Home Community.

Hope you are doing well!!!

Thank you for the information you shared.

As per the case description, I understand that your RUCKUS setup is not working with APs heartbeat loss errors frequently.

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, showing the light status and the FULL Switch panel cable connections to the Switch ports)

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 the 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)

5. May I know if your ISP (Internet Service Provider) is ATT?

Please help us with pictures of your ICX-7150-C12P Switch showing the status of the lights and cable connections to the Switch ports. 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 ALL the above queries or let us know if you have any queries in this regard.

Thank you again for your patience.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

[r_mendoza85]

Hello,

Answers to your questions are below and photos are attached.

1. This system was working before. I don't recall any power outages at the time this issue started, but possible.
2. The GREEN lights that are illuminated are the; STAT, SYST, PWR, and any port with an ethernet cable plugged in. There are no amber lights illuminated.
3. The internet connection from my provider is stable and working.
4. There are two access points connected to the switch. The AP upstairs closer to the switch has the 5G, 2.4G and PWR lights illuminated GREEN. The AP downstairs has the 5G, 2.4G, CTL and PWR lights illuminated GREEN. Neither AP has any amber lights illuminated.
5. My ISP is AT&T.AP DownstairsAP UpstairsSwitch

[Imran_ruckus]

Hi @r_mendoza85 

Greetings!!!

Thank you for the information you shared.

As per the light status of the Switch and Access Points, they are in a normal state.

Heartbeat loss may be sometimes due to wireless interference between 2.4G and 5G.

I would suggest you create a new WLAN/SSID and create a separate 5G network from your Unleashed Access Point system to avoid any Wireless interference with 2.4. Please refer to the below link and screenshot. Please refer to the below links to create and new WLAN/SSID.

Creating a New Wireless WLAN (SSID):

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Creating-a-New-Wireless-WLAN...

Video:

https://www.youtube.com/watch?v=eSl_8rs1QnU

Once you create a new Wi-Fi SSID, please observer the behavior and confirm.

Please 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.

[r_mendoza85]

I am unable to access the dashboard with the switch IP address.

When i input the admin credentials they are not accepted. Screen shots below: