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 the response and the information you shared.

The dashboard you are seeing on the web browser is of ICX-7150-C12P Switch and not of the Unleashed system.

You should see the Dashboard as shown in the below screenshot to confirm it’s the Unleashed login.

Please try to browse unleashed.ruckuswireless.com or IP Address of the Master Access Point to get the Unleashed login dashboard.

Please log into the Unleashed, follow the steps shared in my previous post 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.

[r_mendoza85]

Hello,

Thank you for the clarification. I was able to set up the alternate network to isolate the 5G signal but the "Heartbeat Loss" issue persists.

The events log is attached and you can see this problem recurs every 12 hours consistently.

Any other recommendations?

2023/09/11  16:31:49

High

AP[c8:03:f5:01:80:f0] joins with uptime [259452] s and last disconnected reason [Heartbeat Loss]

2023/09/11  16:31:40

High

AP[4c:b1:cd:28:2d:30] joins with uptime [259442] s and last disconnected reason [Heartbeat Loss]

2023/09/11  04:31:54

High

AP[c8:03:f5:01:80:f0] joins with uptime [216258] s and last disconnected reason [Heartbeat Loss]

2023/09/11  04:31:45

High

AP[4c:b1:cd:28:2d:30] joins with uptime [216248] s and last disconnected reason [Heartbeat Loss]

[Imran_ruckus]

Hi @r_mendoza85 

Greetings!!!

Thank you for the response and the information you shared.

Could you please log into your ATT Account and share a screenshot showing the below information?

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]

Hello,

Below is a screenshot showing my ATT information requested.

[Imran_ruckus]

Hi @r_mendoza85 

Greetings!!!

Thank you for the response and the information you shared.

ATT settings seem normal.

Could you please, log into your unleashed system, and go to Services>Radio Control> Background Scanning? Uncheck the options or set them out further like 9000 seconds. 

Then continue from here to Services>Radio Control> Client Load Balancing, Make sure those options are unchecked!

Once the above process is done, please reboot (Unplug and plug from the power outlet) your RUCKUS ICX-7150-C12P Switch and the ISP (Internet Service Provider) Router once.

Check the behavior once you follow the above steps and please confirm if you have the same issue or if it gets fixed.

Thank you again for your patience and understanding.

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.