Smartzone 100 and R730 Reboots/ Offline Issue

[kevin_7278725]

Is anyone having issues with R730's randomly going Offline and requiring the AP to be rebooted in order to get it back online?  We have been seeing this issue for about 30 days now and support has been unable to tell us why the R730's are doing this.  The AP's are inaccessible most of the time when the issue happens, but sometimes we are able to still ping the AP and actually SSH to the login prompt, but the admin account/password will fail.  Once we power cycle the AP it works fine again.   When the issue is happening the AP is still accepting clients but it has no network access so those clients are broken.  It is very frustrating and Ruckus support has been no help.  The R730's are connected to Ruckus ICX 7650's via 5Gb multigig ports.  The switches report no problems and there are other AP's on the same switch at the time that have no issue, so the problem is just random Access Point specific.  The issue is completely random, no pattern can be found, other than support telling us they are seeing AP kernel panics and that they can't tell us why or how to make stop.   

Smartzone 100 version is 5.1.2.0.302 - which support had us upgrade to as they said that would fix the kernel panics - It has not

R730 version -  5.1.2.0.373

A few of the R730's have not been able to recover from this issue after a reboot and have had to be RMA'd.  Some of them will automatically reboot after 15-30 mins, but if we manually reboot them they typically come back online and work.  Was curious if any else is experiencing this issue with R730's, Smartzone 100's, and ICX 7650's?  

[sven_kessler]

We have a similar issue with R730 APs. Everything is working fine for some days but suddenly, clients do no have network access when connected to these APs. Only an AP reboot fixes the issue for some time until it happens again. We have APs on firmware 5.1.1.0.624 and vSZ-H on 5.1.1.0.598.
Right now, we replaced the APs with R510 and everything i working without issues,

[kevin_7278725]

Sven, do you have a case open with support?  If you don't could you please open one so they understand they are impacting multiple customers.  They tried telling us we are the only customer with this issue.  I am seeing now it appears to be anyone running Smartzone 5.x and AP's of 610 and higher.   I don't have the luxury of replacing all our brand new R730's with anything so I need Ruckus to fix the issue.  I believe the issue is related to Wifi6 (11ax) since there are more and more 11ax devices coming online in the past 30 days, especially with iPhone 11.  I think Ruckus has a memory leak that they don't know how to fix and I have little faith they will fix this soon as Mario posted of the problem 4 months ago and they still have not resolved it.  Their customer support for issues like this is horrible.

[sven_kessler]

We do not have an open case regarding this right now, because I'm afraid the "standard solution steps" will take so much time compared to the outcome, so that we currently wait for a fix hopefully within the next firmware update.
But I get your point: Is nobody opens a case, there will be no solution. 
I will be on vacation next week and open a call after that.

[mario_javier_ga]

Hi Sven,

Thank you very much for the contribution, I think like Kevin, we hope you help us by opening a case to support from Ruckus since that will show that it is a general problem and will help to give a quick solution.


Thank you,

[michael_brado]

Mario, Kevin, Sven, please tell me your case numbers.  We ought to be able to collect logs and AP support info to identify the cause of any problem(s), especially if you see it happening frequently.