Cannot enable heartbeat bc unreliable connection

[TheTangFuzz]

A little confused. Everything on my network connects great, I have had zero issues connecting to the apex when I go to my app. I have not seen it offline. But apparently it's disconnected 60+ times the last 24 hours. So I can't use the heartbeat...
What's my next move?

 

[SuncrestReef]

I'd recommend rebooting your Internet router. I've seen routers occasionally drop traffic for a specific network device or to a specific Internet site, and rebooting often resolves the issue.

 

[TheTangFuzz]

I'd recommend rebooting your Internet router. I've seen routers occasionally drop traffic for a specific network device or to a specific Internet site, and rebooting often resolves the issue.

I'll give it a shot!

 

[TheTangFuzz]

I'd recommend rebooting your Internet router. I've seen routers occasionally drop traffic for a specific network device or to a specific Internet site, and rebooting often resolves the issue.

Tried a reboot. I’m fairly sure it’s not my internet connection considering I am the network Admin at the local telco and I’m on the Internet that I manage.
Also the connection seems to be pretty strong I’m no more than 20ft from my AP. Does fusion have problems? I may try and continuous ping from a couple sources tomorrow to see what is actually dropping. All other network devices in my home are fine.

 

[SuncrestReef]

Tried a reboot. I’m fairly sure it’s not my internet connection considering I am the network Admin at the local telco and I’m on the Internet that I manage.
Also the connection seems to be pretty strong I’m no more than 20ft from my AP. Does fusion have problems? I may try and continuous ping from a couple sources tomorrow to see what is actually dropping. All other network devices in my home are fine.

OK, I'm glad to hear you're a network guy. I'm a retired network engineer after 30 years of IT work, so between the two of us we should be able to isolate the problem.

I'd recommend running a continuous ping from a host on your LAN to the Apex, and another continuous ping from that same host to apexfusion.com. Let's see if either of those report any problems.

This may seem like an odd question at first, but do you have a Sonos home audio system on your network? I have one, and have had intermittent problems with my Apex that I tracked down to the Sonos. I have also identified this as the problem for at least 3 other people in the past 2 years. I don't think Sonos adheres to standard networking protocols and their devices sometimes cause issues with other hosts on the LAN. If you do have a Sonos, reboot it or temporarily disconnect it, then see if the Apex still reports disconnections.

 

[robbyg]

I would just cut the possible reasons in half by running a temporary LAN cable to the router for 24 hours. If that works then you know it’s a WiFi issue and concentrate on that part. It could be that the WiFi module in the Apex is partially defective. Those tiny modules use to have tons of issues with overheating and dropping connections.

 

[diverpat]

I had the same problem last Friday. My network connection log looked exactly the same. I rebooted my router and AP which didn’t help it. Unplugging and rebooting the Apex head unit worked and I haven’t had an issue since.

 

[diverpat]

Just after replying above I lost my connection to Fusion! 5 minutes after hitting ”post reply” I got a alert saying It dropped off the network. I power cycled the head unit and it still won’t connect via Fusion. I am able to connect via apex.local so it’s on my network.

 

[Diesel48]

Mine is disconnected from fusion as well. Wondering if they are having issues. It is on the network and I can see the local page. Rebooted everything still no fusion
My trident had the midnight reading on fusion so it disconnected after that. No heart beat notification so maybe another clue their having issues? Just a guess. I have had no issues before.

 

[lakai]

Same. This is definitely a problem on fusion's end.

 

[TheTangFuzz]

OK, I'm glad to hear you're a network guy. I'm a retired network engineer after 30 years of IT work, so between the two of us we should be able to isolate the problem.

I'd recommend running a continuous ping from a host on your LAN to the Apex, and another continuous ping from that same host to apexfusion.com. Let's see if either of those report any problems.

This may seem like an odd question at first, but do you have a Sonos home audio system on your network? I have one, and have had intermittent problems with my Apex that I tracked down to the Sonos. I have also identified this as the problem for at least 3 other people in the past 2 years. I don't think Sonos adheres to standard networking protocols and their devices sometimes cause issues with other hosts on the LAN. If you do have a Sonos, reboot it or temporarily disconnect it, then see if the Apex still reports disconnections.

I’m a new guy so take it easy on me only just graduated. This year. Failed my attempt at my CCNA at Cisco Live last year. Stuff is difficult.

But no Sonos, I am testing a Calix AP for work, but it’s pretty solid. So far I actually have seen 1 ping drop to fusion and maybe 3 to my apex. Randomly dispersed no correlation to anything I can tell . I also have a reservation in dhcp made for my Apex so it’s definitely not trying to get a different address for any reason.

 

[TheTangFuzz]

Dang, this is getting pretty frustrating. I think I may have to resort to crawling under the house and running a wire... I just can't believe that I am losing connection to this thing so often. I really wanted the WiFi version so I didn't have to run cables, but I if I can't turn on heartbeat mode or keep a reliable connection I guess I am going to have to. The connection is dropping between my Access Point and my Apex, they are maybe 20ft apart... different rooms, but the Apex claims the connection is 91% and the quality is also in the 90s.... Anyone else have these issues?

 

[diverpat]

Do you have QoS on your AP? I had to turn that off on my AP to get it to connect properly.

In my experience, Neptune has great customer support. You can submit a claim and they’ll find out the issue. Last summer my head unit went out. They did some troubleshooting and got me a replacement for a far less than a new unit.

 

[TheTangFuzz]

Do you have QoS on your AP? I had to turn that off on my AP to get it to connect properly.

In my experience, Neptune has great customer support. You can submit a claim and they’ll find out the issue. Last summer my head unit went out. They did some troubleshooting and got me a replacement for a far less than a new unit.

I’ll check and see tonight.

 

[TheTangFuzz]

LATEST UPDATE:
I ended up turning off QOS and that didn't make much of a difference.. I just turned off 802.1ax and WOW it has made a huge difference in dropped pings and response times via ping. I will keep you all updated on how this goes over the next 24 hours

 

[TheTangFuzz]

PROBLEM SOLVED:
After some testing at home I figured out the apex was dropping connection between my router/AP and the apex. I could also see very long ping times upwards of 800ms. I looked around and found my AP has 802.11ax enabled for my 2.4ghz WiFi. This is great for new devices, but causes issues for some older devices. I turned this newer feature off and bam. 1-2ms response times and 24 hours later no drops. I am now able to enable heartbeat on my Apex.

Sometimes you just need to talk things out to get the ball rolling. Thank you all for the help and I hope someone else finds this helpful.