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. 

[r_mendoza85]

I was able to restore the switch and make the recommended changes however, the heartbeat loss issue remains. Any other recommendations?

Date/Time  

Severity

Activities

2023/10/07  20:20:06

High

AP[c8:03:f5:01:80:f0] joins with uptime [86623] s and last disconnected reason [Heartbeat Loss]

2023/10/07  20:20:02

High

AP[4c:b1:cd:28:2d:30] joins with uptime [86618] s and last disconnected reason [Heartbeat Loss]

2023/10/07  08:20:03

High

AP[4c:b1:cd:28:2d:30] joins with uptime [43421] s and last disconnected reason [Heartbeat Loss]

2023/10/07  08:20:01

High

AP[c8:03:f5:01:80:f0] joins with uptime [43418] s and last disconnected reason [Heartbeat Loss]

2023/10/06  20:19:59

High

Radio [2.4G] of AP[4c:b1:cd:28:2d:30] is ON

2023/10/06  20:19:59

High

Radio [5G] of AP[4c:b1:cd:28:2d:30] is ON

2023/10/06  20:19:57

High

Radio [5G] of AP[c8:03:f5:01:80:f0] is ON

2023/10/06  20:19:57

High

Radio [2.4G] of AP[c8:03:f5:01:80:f0] is ON

[Imran_ruckus]

Hi @r_mendoza85 

Greetings!!!

Thank you for the response and the detailed information.

Please check your IP settings for the access point, is it set to DHCP or static? If it’s set to static IP, there could be an IP conflict, switch to DHCP and reboot AP. (Please refer to the below screenshot)

Reboot: for all the Access Points as shown in the below screenshot.

Please check 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]

The IP Setting was already set to DHCP.

Heartbeat Loss issue remains.

[Imran_ruckus]

Hi @r_mendoza85 

Thank you for the response and the information you shared.

Since we tried the required troubleshooting steps with no luck in preventing heartbeat loss errors. At this point, we may need to factory reset the APs. Please follow the below process to factory reset your APs and configure them with a new RUCKUS Unleashed Wi-Fi Network/SSID.

IMPORTANT NOTE: To perform a factory reset correctly on one of the access points, you must disconnect the rest of your other access points from the "ICX-7150-switch". For example, if you have 3 access points, you should go to the switch and disconnect 2 of the cables to turn off the "2 access points" and only leave 1 connected with which we are going to work the factory reset once you configure the access point and make sure all is good, go ahead and reconnect the other Access Points back.

As you have 2 R510 Access Points in your setup, remove the cables of any ONE Access Point, and perform the factory reset only on the ONE connected access point. Once you complete it, connect the unplugged Access point cables back to the Switch ports and it will sync up with the configurations from the factory reset Access Point. 

Physical Factory Reset of RUCKUS Access Point:

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Physical-Factory-Reset-an-Ac...

Ruckus Unleashed Set-up using Web:

https://www.youtube.com/watch?v=j8I5aVwMNMg

Password recovery setup:

https://www.youtube.com/watch?v=sqnG8fupaLk

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.

[ph07]

I had the same problem for several months and tried all the steps as advised by the support, including factory resetting the APs. However, none was a root cause. Fortunately, I found this article, which traces the problem to root AP renewing its DHCP address every 12 hours, which leads to Unleashed network being disconnected and rebuilt every 12 hours. All Ruckus Unleashed AP's Lose Heartbeat Simultaneously (kahuna-fi.com)

Based on this information, I tried to increase DHCP lease to longer period (it was 24 hours), but it did not help - it seems the Ruckus APs are auto configured to renew DHCP every 12 hours. Then I assigned the root AP to the static IP address outside my AT&T router DHCP range. I also configured Management IP as a static address as well, though I believe it was not necessary. Only root AP has a static address, other four APs in my home receive their addresses via DHCP. And it resolved the problem!! 

Notes:

• I did not enable DHCP in the Unleashed app - DHCP server runs only on my AT&T router.
• Make sure the static IP address is not used by any other device; it should be on the same subnetwork, but outside of IP range used by DHCP server.