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Internet Cut Out


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mmk2012's Avatar
mmk2012   (Mark) mmk2012 is offline
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13-Aug-2012, 08:00 PM #1
Internet Cut Out
We have an internet connection that cuts out every so often. We have multiple laptops connected to a router. The router is new and did not appear to have problems until one laptop user connected. What can cause an internet connect like this?

The router's lights show an internet connection even when the internet does not work. Is there a solution to this problem?

Thanks! I'll post any information that may be needed to solve this issue.
etaf's Avatar
etaf   (Wayne) etaf is offline
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14-Aug-2012, 05:01 AM #2
Quote:
We have multiple laptops connected to a router.
do they all disconnect ?
Quote:
The router is new and did not appear to have problems until one laptop user connected.
How does this disconnect occur whenever the laptop connects ?

would you post the following tests when the internet is working OK, and then repeat ALL the tests when the internet disconnects.
Make sure you also indicate on the reply which tests are for what condition.

if you are connected by wireless, please include the xirrus screen shots for both conditions - see how below.

Please post back here the make and exact model of the router and if you have a separate modem, the make and exact model of the modem.

------------------------------------------------------------------------
ipconfig /all
If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post the results in a reply here.
Save the file to a USB flash drive or other removable media. Plug it into the working computer with internet access and copy the file and paste here.

We would like to see the results from an ipconfig /all - post back the results in a reply here.

Hold the Windows key and press R, then type CMD then press Enter to open a command prompt box
(A new dialogue box - black with white font, will appear on screen ):

In the command prompt window that opens, type the following command:

Note that there is a space before the /ALL, but there is NOT a space after the / in the following command.

ipconfig /all > network.txt & network.txt

It will export the results into notepad and then automatically open the notepad and display on your screen.

Now all you need to do is copy and paste those results into a reply here
to do that:
From the notepad menu - choose Edit - Select all
all the text will now be highlighted
Next
From the notepad menu - choose Edit - Copy

Now go back to the forum - goto the reply and then right click in the reply box and paste the results.
The results from the notepad should now appear in the forum reply.
------------------------------------------------------------------------

------------------------------------------------------------------------
Ping Tests
If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post the results in a reply here.
Save the file to a USB flash drive or other removable media. Plug it into the working computer with internet access and copy the file and paste here.

Start> Run {search bar in Vista/W7}> type CMD to open a command prompt box
(A new dialogue box - black with white font, will appear on screen ):

Type the following command
Ping {then a space and then add the number that is shown against the item labeled "default gateway" shown in the results from the ipconfig /all}
Post back the results in a reply here
right click in the command prompt box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Type the following command
Ping google.com
Post back the results in a reply here
right click in the command prompt box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste

Type the following command
Ping 209.183.226.152
Post back the results in a reply here
right click in the command prompt box
select all
enter
control key + C key - to copy
then reply here and
control key + V to paste
Quote:
For your information only
these tests will check various stages of the connection, the first ping test, ping default gateway checks to see if you still have a connection to the router.
The next two Ping google.com & Ping 209.183.226.152 tests the connection to internet. google is to test by name and the ping test using a number is checking that a connection exists without DNS.
these tests then confirm if there is a dns issue on the connection.

------------------------------------------------------------------------

------------------------------------------------------------------------
Run Xirrus Wi-Fi Inspector
Download and install

If you cannot access the internet with this PC, then you will need to copy the program across to the faulty PC
Save the file to a USB flash drive or other removable media. Plug it into the working computer with internet access and copy the file and install the program.
You will now need to take a screen shot and copy that back to the working PC and attach the screen shot in a reply on the forum here.

http://www.xirrus.com/Products/Wi-Fi-Inspector.aspx
Direct link to the program is here http://info.xirrus.com/Wi-FiInspectorConfirmation.html

{If the above link does not work heres another link http://www.pcworld.com/downloads/fil.../download.html}

Then run and install the program - on a wireless enabled PC/Laptop
if you get an error - You need will need to haveNET Framework installed for the WiFi Inspector to function.

Run the program

A user guide is available here http://www.xirrus.com/cdn/pdf/Xirrus...-1-RevB-6.aspx

post a screen shot of the program running.
if there are a lot of networks showing can you click on "networks" top lefthand area - so we can see all the network information.

post which SSID name is yours, its located in the list, under network "Adapter Name" (1st column)

To post a screen shot of the active window.
1) hold the Alt key and press the PrtScn key. Open the Windows PAINT application (Start> All Programs> Accessories> Paint) and Paste the screen shot. You can then use PAINT to trim to suit, and save it as a JPG format file.
OR
2) if you are using Vista/Windows 7 you can use the "snipping tool" which is found in Start> All programs> Accessories> Snipping Tool

To upload the screen shot to the forum, open the full reply window ("Go Advanced" button) and use the Manage Attachments button to upload it here.
Full details are available here http://library.techguy.org/wiki/TSG_...g_a_Screenshot

Note:
For a reliable (or robust as the Xirrus user guide says) wireless connection you need a signal of about -70 dBm or better. "A desirable signal level for a robust Wi-Fi connection will be green".
note: the signal level is a negative number, so for example -88 is worst and -40 is better

If you are using the Mac OS then use http://www.istumbler.net/ or
if you want to optimise base station position and signal strength / dead spots use
http://www.chimoosoft.com/products/apgrapher/ which has a graph function to monitor signal
------------------------------------------------------------------------
__________________
Wayne
Please let us know what the final solution was to any problem posted
mmk2012's Avatar
mmk2012   (Mark) mmk2012 is offline
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14-Aug-2012, 10:51 AM #3
I will go ahead and run those tests for you. It might take a few days since the internet cuts out randomly. I'll elaborate more on what is going on.

Before I began connecting my laptop to the internet, from what I've been told, the internet connection had no problems cutting out. When this occurs, all computers will lose connection to the internet and the router is not visible to the computer. I'll have to double check, but I believe all the lights on the router remain the same, both with and without a connection. All computers can connect to the internet; we have no problems with that.

I am using a Windows 7 Ultimate x64 Acer 5745 laptop. There is one Mac user in the apartment. The others are either Windows XP or 7 Home Premium. I'll post the test results with a connection later tonight after I get off work.

Can firewalls affect internet connection in any way? Just curious.

Last edited by mmk2012; 14-Aug-2012 at 11:48 AM.. Reason: New Question
JVeitch's Avatar
JVeitch JVeitch is offline
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Join Date: Nov 2011
Location: Scotland
Experience: Intermediate
14-Aug-2012, 12:06 PM #4
Quote:
Can firewalls affect internet connection in any way? Just curious.
By their very nature, yes.

It would be good to know if your router is losing sync with your ISP or the router is dropping your computers from the system.

Was it the XP machine that started causing the problems by any chance?
mmk2012's Avatar
mmk2012   (Mark) mmk2012 is offline
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14-Aug-2012, 12:10 PM #5
It was my machine, the Acer Ultimate x64. We aren't certain that the problem existed before or not.
mmk2012's Avatar
mmk2012   (Mark) mmk2012 is offline
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14-Aug-2012, 05:03 PM #6
This is with an internet connection. It may take a while to get the disconnected tests.

Windows IP Configuration

Host Name . . . . . . . . . . . . : XXXXXXXX-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Mixed
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : hsd1.in.comcast.net.

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Atheros AR8151 PCI-E Gigabit Ethernet

Controller
Physical Address. . . . . . . . . : C8-0A-A9-95-9B-5E
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . : hsd1.in.comcast.net.
Description . . . . . . . . . . . : Atheros AR5B93 Wireless Network

Adapter
Physical Address. . . . . . . . . : 78-E4-00-5C-2A-4D
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::c0d6:d425:974d:58c1%11

(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.0.102(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Monday, August 13, 2012 7:16:52 PM
Lease Expires . . . . . . . . . . : Tuesday, August 21, 2012 8:18:58 AM
Default Gateway . . . . . . . . . : 192.168.0.1
DHCP Server . . . . . . . . . . . : 192.168.0.1
DHCPv6 IAID . . . . . . . . . . . : 197400574
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-16-E0-96-FC-C8-0A-A9-95-

9B-5E
DNS Servers . . . . . . . . . . . : 192.168.0.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter isatap.hsd1.in.comcast.net.:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : hsd1.in.comcast.net.
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Teredo Tunneling Pseudo-Interface:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2001:0:9d38:953c:2424:8ce:3f57:ff99

(Preferred)
Link-local IPv6 Address . . . . . : fe80::2424:8ce:3f57:ff99%13(Preferred)
Default Gateway . . . . . . . . . : ::
NetBIOS over Tcpip. . . . . . . . : Disabled

Ping Test

Pinging 192.168.0.1 with 32 bytes of data:
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time<1ms TTL=64

Ping statistics for 192.168.0.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 2ms, Average = 1ms

Ping google.com

Pinging 192.168.0.1 with 32 bytes of data:
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=2ms TTL=64
Reply from 192.168.0.1: bytes=32 time<1ms TTL=64

Ping statistics for 192.168.0.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 2ms, Average = 1ms

Ping 209.183.226.152

Pinging 209.183.226.152 with 32 bytes of data:
Reply from 209.183.226.152: bytes=32 time=41ms TTL=48
Reply from 209.183.226.152: bytes=32 time=54ms TTL=48
Reply from 209.183.226.152: bytes=32 time=40ms TTL=48
Reply from 209.183.226.152: bytes=32 time=41ms TTL=48

Ping statistics for 209.183.226.152:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 40ms, Maximum = 54ms, Average = 44ms
Attached Thumbnails
Internet Cut Out-wifiinspector.jpg  
mmk2012's Avatar
mmk2012   (Mark) mmk2012 is offline
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Join Date: Aug 2012
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14-Aug-2012, 07:06 PM #7
and here is the test without a connection:


ipconif /all

Windows IP Configuration

Host Name . . . . . . . . . . . . : MarkKang-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Mixed
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Atheros AR8151 PCI-E Gigabit Ethernet

Controller
Physical Address. . . . . . . . . : C8-0A-A9-95-9B-5E
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wireless Network Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : hsd1.in.comcast.net.
Description . . . . . . . . . . . : Atheros AR5B93 Wireless Network

Adapter
Physical Address. . . . . . . . . : 78-E4-00-5C-2A-4D
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter isatap.hsd1.in.comcast.net.:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter isatap.{EFFD396A-2DD3-4895-83C8-D64721CB4D18}:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Teredo Tunneling Pseudo-Interface:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Ping google.com failure

Ping 209.183.226.1525


Pinging 209.183.226.152 with 32 bytes of data:
Reply from 192.168.0.102: Destination host unreachable.
Reply from 192.168.0.102: Destination host unreachable.
Reply from 192.168.0.102: Destination host unreachable.
Reply from 192.168.0.102: Destination host unreachable.

Ping statistics for 209.183.226.152:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Attached Thumbnails
Internet Cut Out-wifiinspector-no-connection.jpg  
etaf's Avatar
etaf   (Wayne) etaf is offline
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Join Date: Oct 2003
Location: Surrey, UK
15-Aug-2012, 05:23 AM #8
you appear to have lost the connection to the router ,as you have no IP address
although the Xirrus screen is showing an IP and connection - is that IP screen shot taken when it disconnected ?

i would log into the router and change the wireless channel to use channel 1

i would update the wireless driver
go here http://us.acer.com/ac/en/US/content/drivers and enter the model
then choose the atheros wireless driver
this should be a direct link- although sometimes they do not always work
http://global-download.acer.com/GDFi...C=Acer&SC=PA_6

open the zip file and run setup
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