Lose Connection every 2 hours- r510 - No support from Ruckus

[maulikjoshi1988]

I am a Lennar homeowner like many on this community forum. I have a switch and r510 APs. for last six months, the APs lose connection every two hours for a min or two, and connect back I have been losing connection every two hours. Luckly I was able to talk to someone last month and able to replace the switch. However, replacing switch didn't help at all. I am still loosing connection every 2 hours. both APs diagnose Heartbeat loss. 

Please please please try to help here (specially Ruckus employees). I checked Ruckus claiming stressless connectivity at your home. However, reality looks way different on this forum.

please let me know if you would like to connect me directly. I would love to get any help I can. 

Maulik

[Vásquez_Fer]

Hi @maulikjoshi1988 

Hope you are doing well ! 

Note : 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.

1-First I would like to know if you have the same problem with your Internet provider ISP since if you have a connectivity problem with them ( ISP like AT&T , Verizon , Chromecast )this will be reflected in the access points.

Most common Setups for Lennar homes users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Most-common-Setups-for-Lenna...

2-Made sure that Wired  ( Ethernet that goes from ICX-7150 C12p to the Access Points ) Many times these cables are found to be damaged and generate heartbeat loss.

Here is a guide how to check if the APs are 1G or '1000'

3- Another recommendation is to use manual addressing instead of DHCP to avoid any leasing issues from your local router.

https://docs.commscope.com/bundle/unleashed-200.9-onlinehelp/page/GUID-3165BBFB-9B32-413F-A11F-95FC4...

4-Many times after a power outage the Switch starts running an incorrect code or wrong code that we know as 'Router code'

We have 2 ways to access to the Switch:

5- In a logical way via Ip address (IPs are logical addresses given by the local router) so we would have to track which IP is that of the Switch (that is using).

6-This guide show you how to track 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...

7-This guide show you how to access remotely to your switch

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...

8-This guide contains the usernames and passwords if accessing on the switch ask you for that

Admin usernames and passwords for the Ruckus Wi-Fi Access Points/Switch for Lennar home users

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/Admin-usernames-and-password...

9-Here are the steps how to fix the ‘routing code’ step by step (2 guides)

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-Fix-Routing-code-issu...

https://community.ruckuswireless.com/t5/RUCKUS-Support-for-Lennar-Homes/How-to-solve-the-routing-cod...

The other method to access to the switch is via console (cable access) in this case we need a USB type C to USB standard or Console cable Rj45 to USB. 

10-Here is the guide on how to access through the console and pre-install the necessary software

How to console in an ICX-7150-12c

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

11-Once you are log in you can follow up the Routing code guides to fix the issue that are on the step ‘9’

Best Regards 

Fernando Vasquez