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? 

[Rolo106]

How come when I’m in the unleashed app through a web browser I can login to my switch with my original admin credentials and it shows connected? I’m able to do this while viewing the switch as I reset my ISP router. The switch will show connecting and then asks me to login. It only allows me to login with the original admin/Lennar credentials. It showed connected as soon as I did this but then dropped off and now shows disconnected. Are you sure your earlier instructions are necessary? Is there a simpler solution? Everything is working fine now. The switch is showing disconnected and I’m not getting alerts in my iPhone app. Please help me understand what is going on. 

[Jayavidhya]

Hi @Rolo106

Please confirm whether the Switch is showing disconnected in Unleashed App or in Web Unleashed interface.

Web Unleashed Interface

https://docs.ruckuswireless.com/unleashed/200.5/t-LogInRunSetupWizard.html

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

Best regards,

Jayavidhya

Lennar Home Community

[Rolo106]

Hi, yes I did all this and is working with my 2 APs. My switch is showing disconnected in BOTH my iPhone app and web interface. When I reset my ATT router then switch thought web interface showed connecting then I was able to login with my original admin/Lennar credentials and then showed connected. However, it's since dropped off. 

[Rolo106]

Not using a Mesh.

No faulty components. 

Where in the Unleashed App can I find Dynamic or Static? I looked everywhere under APs. Can you please send a screenshot to help? 

[Jayavidhya]

Hi @Rolo106 

Thanks for your information.

Please try to disable the IP Passthrough as mentioned below.

After disabling the IP passthrough, click on the Save button. 

A re-starting Gateway reminder message will appear, click on the Restart Now button to complete the setting change.

Once you are rebooted the router check whether the switch is showing connected in your unleashed app or not.

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

Best regards,

Jayavidhya

Lennar Home Community