Occasional heartbeat losses on R710?

  • 1
  • Question
  • Updated 4 years ago
Over the past few days, I've noticed that maybe every other day, my R710 seems to lose network connectivity. The CTL light starts flashing, and ZoneDirector says R710: Heartbeats Lost.


Upon investigation, it seems like I can ping the ZD just fine, but I can't ping the R710's IP. Eventually, the R710 initiates a reboot due to loss of contact and it comes back online just fine. I've tried replacing the cabling and moving the R710 to a different switch port. Doesn't seem to make a difference.

Are there any known issues with ZD 9.12.1 MR1 Refresh and lost heartbeats? It seems to be specific to the R710, as I've had the R700 on the exact same port and PoE injector with no issues for almost a year.
Photo of John D

John D, AlphaDog

  • 546 Posts
  • 158 Reply Likes

Posted 4 years ago

  • 1
Photo of Michael Brado

Michael Brado, Official Rep

  • 3069 Posts
  • 442 Reply Likes
Are there Chromebooks with Intel ac-7260s present, which may be causing the AP radios to reset?

If ZD managed, enter your AP's MAC address in the box on the Administer/Diagnostics, Debug logs, with Access Points checked.
If you can save debug shortly after an event, TSE can help interpret the AP_logs portion of the ZD debug file to help identify the
cause of your R710 behavior.
Photo of John D

John D, AlphaDog

  • 546 Posts
  • 157 Reply Likes
Thanks, Michael. No chromebooks here, but I was able to save a debug log right as it happened today. Opened a support case with the logs (00353691)

Hopefully it helps with troubleshooting. It unfortunately results in a network outage for all the devices connected to the R710 for 30 minutes until the AP self-reboots.
Photo of Dave Watkins

Dave Watkins

  • 67 Posts
  • 13 Reply Likes
Ugly workaround, but you can lower than 30 minutes number in the Zonedirector. It's under Configure -> Access Points. Certainly far from ideal but it might help until the cause it found. Something worth checking perhaps, it's not negotiating into the high power POE mode and overloading your switches POE capability just?
Photo of John D

John D, AlphaDog

  • 546 Posts
  • 157 Reply Likes
Tech support had me factory-reset and reprovision the AP, which appeared to make the problem go away (much to my disbelief... It's off topic, but it felt under the category of IT voodoo that never works)

At any rate, just to be extra safe, I got a different POE injector and swapped the AP with one that's plugged into a known-good port, to see if the problem follows any of the equipment.
Photo of Jeronimo

Jeronimo

  • 339 Posts
  • 41 Reply Likes

I have experienced same issue.

Especially R710 have met many "heartbeat lost" issue.

I thought when it connected 802.3af POE, it happens more issue.

Although We configure to PoE af mode on ZD, it happens constantly heartbeat loss.

When We connected POE injector, its symptom was less happend.

Regards. 


Photo of John D

John D, AlphaDog

  • 546 Posts
  • 157 Reply Likes
I've been using a POE injector, and honestly, it was not exactly the world's most expensive PoE injector (got a well-rated one off Amazon).... but I have powered maybe 10 other Ruckus AP's with the exact same one with no issues. Maybe the R710 is pushing it to its limits.

FWIW, I can't explain why, but after factory-resetting and reprovisioning, I've yet to have any heartbeat lost issues in almost a week, when it used to be almost a daily occurrence out of the blue. Perhaps it's worth a shot for you?
Photo of Sean

Sean

  • 349 Posts
  • 94 Reply Likes
Hey John,

Heartbeat Loss is very common on all AP's, as the heatbeat sometimes gets dropped a lot when the AP is under load, and if its under load for a long time, then it may reboot based on your config.

My home network has an r700, r500 and r710 and I see heatbeat loss alarms all the time (I also see it at work and we have around 30,000 AP's deployed)

Try setting the reboot timeout value to a higher number than the default, say 30mins, and see if that improves things.
(Edited)
Photo of Kevin Peck

Kevin Peck

  • 5 Posts
  • 0 Reply Likes
Michael Brado,

Can you elaborate on the below question that you asked?
"re there Chromebooks with Intel ac-7260s present, which may be causing the AP radios to reset?"

For months I have been battling WiFi issues of slow performance and disconnects across a variety of products.  Two particular model laptops, and some Chromebooks.  Until just now, I did not recognize the commonality across all is that they ALL use Intel 7260 AC adapters.
We seem to get slight improvement using a newer driver on the laptops, but have no control over the Chromebooks.

Is there a known issue with the r710 Ap's and Intel 7260 cards?

Zonedirector 3000   Firmware:9.12.1.0 build 148

As mentioned, we have mostly new r710's with a few 7982's.

Any and all assistance would be appreciated.

Kevin Peck
Timberlane Regional School District
Photo of John D

John D, AlphaDog

  • 546 Posts
  • 157 Reply Likes
Hi Kevin,

Of course, Michael will be more knowledgeable about this problem, but in the other thread about Intel 7260's, it sounds like  the originator said that 9.12.2 made that issue substantially better. I've personally found that the R710 on 9.12.2 seems to solve my connectivity issues on R710 too. Hopefully that turns out to be your solution too.

I was surprised that it wasn't called out in the 9.12.2 release notes that it included some connectivity fixes or R710 fixes, but based off the experiences of multiple users as well as what Michael and Sid have said on this forum, it seems like 9.12.2 might be your solution too!


John
Photo of Kevin Peck

Kevin Peck

  • 5 Posts
  • 0 Reply Likes
Which other thread are you referring to?

Kevin Peck
Photo of Kevin Peck

Kevin Peck

  • 5 Posts
  • 0 Reply Likes
Where can I find details on this:
" bug ER-3229, for Chromebook periods of not passing traffic or very low throughput (on R710)"

Kevin Peck
Photo of Michael Brado

Michael Brado, Official Rep

  • 3069 Posts
  • 442 Reply Likes
Bug tracking system shows ER-3229 is fixed and incorporated in ZD 9.12.2.