Why is my Ruckus Unleashed r510 losing connection (Heartbeat Loss) every 12 hours?

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  • Updated 3 months ago
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I have a Ruckus Unleashed r510 about 7 months old. For the past several weeks I have been getting disconnected on my desktop PC using Windows 10 about every 12 hours at approximately 10:35 am and 10:35 pm EST. (AP xx.xx.xx. joins 123456 and last disconnected reason [Heartbeat loss].

I'm still getting wifi from my router on other channels and just got a new modem installed by my Internet Service Provider on Friday. What is going on and why at these times? How do I fix it?
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John S

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Posted 7 months ago

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Michael Brado, Official Rep

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Do you have more than one AP?  Where do you see the lost heartbeat message?


Do you have any scheduled network activity, like auto backups or downloads, locally or to the Internet?


Do other clients/types get disconnected too, or only the Win10 machine?


If using Unleashed, are you on the latest version?  https://support.ruckuswireless.com/software/1811-ruckus-unleashed-ap-200-6-10-1-312-ga-refresh2-soft...
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Richard Beversdorf

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I lose connection exactly every 12 hours as well to everything wireless.  My AP's ( 2 ) both say up for 20 days, yet when I click on online clients in the app, it shows a few minutes now since it just lost connection again at 8:26 PM.  What am I missing?  I updated firmware 20 days ago at initial install.
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Colin Wilde

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We also get lost heartbeats on all of our AP's every 4 hours.  We have 27 R500's and 27 R710's.  The R710's only lose connection for a very short time, while the R500's can be off line for 5-10 mins.  This happens ever 4 hours like clockwork.  Its been happening for more than 12 months now and Ruckus support don't seem to be able to fix it.
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Michael Brado, Official Rep

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Hi Colin,
   What has tech support said they saw in your logs?  Everybody's AP connectivity issues should be able to be figured out by the AP support info, and a good network description. 
Always being able to find the LAN's def-gw IP is important for stability in Unleashed, but otherwise, I can't explain any AP lost heartbeat disconnects from what we're saying. 
Has anyone else opened a ticket and had their logs read?  I'd like to know too...
(Edited)
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Mark D.

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Bump - any update on this?  Seems really bad.
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JerryJay

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I have 3 R310 on unleashed in my lab. I am also getting heartbeat loss every 24hours,
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Dan LaMay, Employee

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Many of these issues have been seen because the DHCP server is either configured with to short of a lease, or worse yet it is returning a different IP address to the Unleashed Master. This will cause loss of connectivity until the cluster is re-established with the new IP address. Request that you get at least a 24 hour lease and that the same IP private IP address be handed back out to the same device that initially requested the lease. You can also do a static assignment and ask that that particular IP address or addresses be excluded from the DHCP lease pool.