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AP’s heartbeat loss occurring every 12 hours

r_mendoza85
New Contributor II

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. 

27 REPLIES 27

Hello,

I made the suggested modifications and the issues remains. Continuing to occur ever 12 hours.

Screen grabs below and alarm log since the hard reboot of the Ruckus Switch and ISP Router.

r_mendoza85_0-1695317099650.pngr_mendoza85_1-1695317153876.png

Date/Time  
 
Severity
Activities
 
2023/09/21  05:43:15
High
AP[c8:03:f5:01:80:f0] joins with uptime [129829] s and last disconnected reason [Heartbeat Loss]
 
2023/09/21  05:43:02
High
AP[4c:b1:cd:28:2d:30] joins with uptime [129816] s and last disconnected reason [Heartbeat Loss]
 
2023/09/20  17:43:20
High
AP[4c:b1:cd:28:2d:30] joins with uptime [86635] s and last disconnected reason [Heartbeat Loss]
 
2023/09/20  17:43:06
High
AP[c8:03:f5:01:80:f0] joins with uptime [86620] s and last disconnected reason [Heartbeat Loss]
 
2023/09/20  05:43:12
High
AP[4c:b1:cd:28:2d:30] joins with uptime [43427] s and last disconnected reason [Heartbeat Loss]
 
2023/09/20  05:43:02
High
AP[c8:03:f5:01:80:f0] joins with uptime [43417] s and last disconnected reason [Heartbeat Loss]
 
2023/09/19  17:43:04
High
Radio [5G] of AP[4c:b1:cd:28:2d:30] is ON
 
2023/09/19  17:43:04
High
Radio [2.4G] of AP[4c:b1:cd:28:2d:30] is ON

Hi @r_mendoza85 

Greetings!!!

Thank you for the response and the update.

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.

I made the requested change however now the switch’s SYSTEM light is amber and none of the AP are energized. 

r_mendoza85_0-1695333618942.jpeg

 

Hi @r_mendoza85 

Thank you for the response and the information you shared.

As I can see from the pictures you shared, there are lights on PWR and SYST, if there is an amber/orange light on the "SYST" and a green light on the "PWR" on the Switch (as it is in the below picture). Meaning the Switch is stuck in the boot mode.

Please note this is a different issue which is usually happens after the power outage/power spike. And this is NOT because of the changes you made on Unleashed.

Basically, due to the power outage/ power spike, the switch went to a state that we call ‘boot mode’ that is not able to boot up properly.

Please follow the below steps to fix this issue:

First, we will try to reset the Switch as described below:

1. Please try to disconnect from the Power outlet the ICX-7150 and reconnect.

2. Please try to press the reset button using a paper click or a small stick 

  • Remove power from the switch.
  • Press and hold the Reset button while applying power to the switch.
  • After all the system LEDs flash amber, release the Reset button.

Below is the Guide and Videos link for your reference:

https://docs.commscope.com/bundle/icx7150-installguide/page/GUID-D3B5DB74-53A7-4F8D-82F9-6EB600879EE...

Video link: https://www.youtube.com/watch?v=6jHMTdo_hK4

IF RESET IS NOT WORKING, PLEASE TRY TO RESET YOUR SWITCH MULTIPLE TIMES (Like 10-15 times) AS DESCRIBED ABOVE.

 

IF RESET DOESN’T WORK: Please follow the below steps.

If the reset does not make any difference, we need to perform a software recovery since it can be that the image flash is corrupted in basic words the unit is not able to boot up properly and need re-install the image to boot up properly.

Below is the Guide and Video Link to perform the Software recovery process:

Please refer to the below guide and Video link: 

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-perform-a-Software-re...

Video Link: https://www.youtube.com/watch?v=Ql22blH_CGo

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

Thank you again for your patience.

 

Best regards,

Imran Sanadi

RUCKUS Lennar Home Community.

I rest the switch multiple times with no luck.

I do not have a computer equipped with an ethernet port. Is it possible to update the firmware on the switch strictly through the USB-C port?