Heartbeat loss

[Rolo106]

I recently changed my ISP to ATT and ever since I’m getting these Heartbeat loss alerts every 12 hours or so. I was asked to create my own thread to address my issue. Can you please help me get this resolved? 

[Jayavidhya]

Hi @Rolo106 

Sorry for the inconvenience.

Effective November’2022, ‘Ruckus Support for Lennar Homes customers will no longer be handled by phone or email. 
We will be exclusively supporting customers via this community forum support model.

There could be multiple factors causing heartbeat loss due to changes in ISP. To solve this issue we should do a physical factory reset of the access points. Please let us know if you have tried factory reset process. If not please follow the below link and let us know the result.

IMPORTANT NOTE: As you have two Access Points (APs) in your house, please make sure you only keep the affected AP ON and reset the same. Please go to the Ruckus Switch (located in the panel) and disconnect from its ports the Ethernet cables of the Working Access Point, except the one that you are going to work with (non-working).

Please try to factory reset the access points using the using below.

Here is a short guide how to reset the access points correctly this process sometimes needs to be done multiple times.

Physical Factory Reset an Access Points Ruckus

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

Here is a short guide how to configure the Access Points correctly using the mobile app 

Ruckus Unleashed Set-up using your Mobile

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Ruckus-Unleashed-Set-up-usin...

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

Best regards,

Jayavidhya

Lennar Home Community

[Rolo106]

Hi, I did a factory reset and everything seems to be working fine so far. However, I’m noticing 2 issues. 1. I’m not getting alerts though my iPhone unleashed app logging on with the new IP address anymore. The alerts tab used to be in the upper left corner of the app. 2. My switch is showing disconnected. 

[Jayavidhya]

Hi @Rolo106 

Thanks for the confirmation.

It seems that after power outage the switch will be booting from the wrong partition which is the secondary containing the routing code, causing all the connectivity problems. To solve this issue try to get access to switch via Switch CLI (command line interface) via SSH, Telnet or console using the below link.

1:Find the IP address of the Switch:

How to find my Ruckus “Devices IP address” using free applications

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Device...

2:Once you know the IP address, gain access to the Switch via Telnet, SSH, or console.

How to remotely access to 'ICX 7150-12P' or 'access points' "Network devices"

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-IC...

How to Access an ICX Switch remotely via SSH or Telnet, using a Windows computer

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Access-an-ICX-Switch-...

How to console in the ICX-7150-12CP 'Ruckus Switch'

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-71...

RUCKUS ICX 7150 USB TYPE C CONSOLE (tutorial video for ICX)

https://www.youtube.com/watch?v=YXR4xhkw3q8

(Tutorial for MAC)

https://www.youtube.com/watch?v=1AcJokMm78U

3:Now you have accessed to perform an upgrade, which can be done via TFTP or using a USB

How to Upgrade a Switch ICX-7150-C12P using a USB flash drive

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Upgrade-a-Switch-ICX-...

How to upgrade a Switch ICX7150-C12P via TFTP

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Upgrade-a-Switch-ICX-...

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

Best regards,

Jayavidhya

Lennar Home Community

[Rolo106]

I’ve seen other posts where you cut and paste a bunch of these due the system not working after a power outage. This is NOT my issue. I did not have a power outage and my network is working fine. 

1. I’m not getting alerts though my iPhone unleashed app logging on with the new IP address anymore. The alerts tab used to be in the upper left corner of the app.

2. My switch is showing disconnected in the unleashed app but is obviously working. 

Are your instructions necessary to get the above working? I’ve spend weeks going back and forth with you on my issues and feel like I’d be starting over. Please advise.

[Jayavidhya]

Hi @Rolo106 

As you are having " Switch Disconnected" issue in the unleashed app this is the solution to solve the issue. 

Please try to get access to switch via Switch CLI (command line interface) via SSH, Telnet or console using the below link.

1:Find the IP address of the Switch:

How to find my Ruckus “Devices IP address” using free applications

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-find-my-Ruckus-Device...

2:Once you know the IP address, gain access to the Switch via Telnet, SSH, or console.

How to remotely access to 'ICX 7150-12P' or 'access points' "Network devices"

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-remotely-access-to-IC...

How to Access an ICX Switch remotely via SSH or Telnet, using a Windows computer

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Access-an-ICX-Switch-...

How to console in the ICX-7150-12CP 'Ruckus Switch'

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-console-in-the-ICX-71...

RUCKUS ICX 7150 USB TYPE C CONSOLE (tutorial video for ICX)

https://www.youtube.com/watch?v=YXR4xhkw3q8

(Tutorial for MAC)

https://www.youtube.com/watch?v=1AcJokMm78U

3:Now you have accessed to perform an upgrade, which can be done via TFTP or using a USB

How to Upgrade a Switch ICX-7150-C12P using a USB flash drive

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Upgrade-a-Switch-ICX-...

How to upgrade a Switch ICX7150-C12P via TFTP

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Upgrade-a-Switch-ICX-...

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

Best regards,

Jayavidhya

Lennar Home Community