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Solved: internet drops

Discussion in 'Networking' started by PeteMo, Feb 22, 2013.

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  1. PeteMo

    PeteMo Thread Starter

    Joined:
    Feb 22, 2013
    Messages:
    15
    Google Ping statistics for 74.125.128.102:
    Packets: Sent = 341, Received = 339, Lost = 2 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 25ms, Maximum = 150ms, Average = 52ms
    Control-C
    ^C
    C:\Users\Pete>
    Yahoo Ping statistics for 206.190.36.45:
    Packets: Sent = 86, Received = 35, Lost = 51 (59% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 187ms, Maximum = 348ms, Average = 279ms
    Control-C
    ^C
    C:\Users\Pete>
    Facebook Ping statistics for 173.252.110.27:
    Packets: Sent = 115, Received = 87, Lost = 28 (24% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 242ms, Maximum = 437ms, Average = 314ms
    Control-C
    ^C
    C:\Users\Pete>
    IP_ADDRESS TEST_DATE TIME_ZONE DOWNLOAD_MEGABITS UPLOAD_MEGABITS LATENCY_MS SERVER_NAME DISTANCE_MILES
    114.108.203.228 2/22/2013 6:29 GMT 1.4 0.5 96 Pasig City 0
    114.108.203.228 2/22/2013 6:30 GMT 1.4 0.5 65 Pasig City 0
    114.108.203.228 2/22/2013 6:37 GMT 1.39 0.5 89 Pasig City 0
    114.108.203.228 2/22/2013 7:45 GMT 1.39 0.49 63 Quezon City 0
    114.108.203.228 2/22/2013 7:45 GMT 1.39 0.5 68 Quezon City 0
    114.108.203.228 2/22/2013 7:47 GMT 0.48 0.49 115 Makati 0
    114.108.203.66 2/22/2013 8:04 GMT 1.39 0.43 99 Quezon City 0
    114.108.203.66 2/22/2013 8:07 GMT 0.37 0.17 101 Makati 0
    114.108.203.66 2/22/2013 8:08 GMT 1.39 0.49 121 Quezon City 0
    114.108.203.66 2/22/2013 8:10 GMT 1.39 0.45 78 Makati 0
    114.108.203.66 2/22/2013 8:11 GMT 0.51 0.3 154 Makati 0
    114.108.203.66 2/22/2013 8:13 GMT 1.39 0.5 144 Quezon City 0
    114.108.203.66 2/22/2013 8:14 GMT 1.39 0.49 141 Makati 0
    114.108.203.66 2/22/2013 8:16 GMT 1.39 0.19 161 Makati 0
    114.108.203.66 2/22/2013 8:17 GMT 1.38 0.49 74 Makati 0

    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\Pete>ipconfig /all

    Windows IP Configuration

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

    Ethernet adapter Local Area Connection:

    Connection-specific DNS Suffix . :
    Description . . . . . . . . . . . : Atheros AR8151 PCI-E Gigabit Ethernet Con
    troller (NDIS 6.20)
    Physical Address. . . . . . . . . : F4-6D-04-DC-5B-58
    DHCP Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes
    Link-local IPv6 Address . . . . . : fe80::5d75:22ab:73c9:fa8d%11(Preferred)
    IPv4 Address. . . . . . . . . . . : 10.15.61.40(Preferred)
    Subnet Mask . . . . . . . . . . . : 255.255.224.0
    Lease Obtained. . . . . . . . . . : Friday, February 22, 2013 3:40:28 PM
    Lease Expires . . . . . . . . . . : Friday, March 01, 2013 3:40:27 PM
    Default Gateway . . . . . . . . . : 10.15.32.1
    DHCP Server . . . . . . . . . . . : 172.31.1.7
    DHCPv6 IAID . . . . . . . . . . . : 250899716
    DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-18-82-0A-25-F4-6D-04-DC-5B-58

    DNS Servers . . . . . . . . . . . : 114.108.193.201
    114.108.193.201
    NetBIOS over Tcpip. . . . . . . . : Enabled

    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. . . . . . . . . . . : 2001:0:4137:9e76:185e:360b:f5f0:c2d7(Pref
    erred)
    Link-local IPv6 Address . . . . . : fe80::185e:360b:f5f0:c2d7%12(Preferred)
    Default Gateway . . . . . . . . . : ::
    NetBIOS over Tcpip. . . . . . . . : Disabled

    C:\Users\Pete>
    Intermittent internet connection, sometimes for hours sometimes seconds.
    ISP has serviced site 2x, changed port 1st time, separated cable tv and broadband 2nd time.
    Modem receive power was -2.5 to 2.9, now 10dBmV snr 36 to 41 dBmV.
    Drivers are all up to date. I have pressed ISP for an engineering response. They are brutally slow to respond. Problem 30 days old at the moment. My gut tells me it is ISP issue at router bank but speculative. Any help out there?
    Thanks in advance!
     
  2. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    is this a company setup

    can you describe how you are connected to the internet all devices make and models of the modem and router ?

    you seem to have a DHCP server address -
    if company then a little outside my knowledge - but other members will need the above information anyway
     
  3. PeteMo

    PeteMo Thread Starter

    Joined:
    Feb 22, 2013
    Messages:
    15
    cable broadband at 1.5mbs
    CISCO DPC2100R3
    router bypassed
    win 7 os service pack 1
    asus main board
    Atheros AR8151 PCI-E gigabit ethernet controller (NDIS 6.20) network adaptor
    dual-core CPU [email protected] 3.06
    best i can do at the moment
     
  4. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    what does this mean exactly ?
     
  5. PeteMo

    PeteMo Thread Starter

    Joined:
    Feb 22, 2013
    Messages:
    15
    router is not in loop. Cable modem direct to pc.
     
  6. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    and does that work in that configuration and can we see the ipconfig /all? or was that in post #1
     
  7. PeteMo

    PeteMo Thread Starter

    Joined:
    Feb 22, 2013
    Messages:
    15
    that's all in post #1.
     
  8. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    whats the setup exactly

    Cable >> modem - CISCO DPC2100R3 >> router whats the make and model
     
  9. PeteMo

    PeteMo Thread Starter

    Joined:
    Feb 22, 2013
    Messages:
    15
    no router being used.
     
  10. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    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.

    Please make a note of the status of the lights on the modem when working normally - post that light status here.
    Now when the internet disconnects make a note of the status of the lights for the modem here again. also note which have changed.

    What firewall / security suite or anti-virus do you currently have on the PC - or you have ever had on the PC in the past - any trial ware - like Norton, kaspersky or Mcafee or any free security suites like zonealarm, AVG , Webroot etc

    lets see the following please

    ipconfig /all
    Three Ping tests

    ------------------------------------------------------------------------
    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.

    If you do not have another PC - do you have a phone connected to the internet - can you photograph the result and post the image in a reply
    Note: you will see entries named Tunnel adapter Teredo Tunneling Pseudo-Interface: we dont need to see that information - JUST the infomation above those entries

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

    For Windows 8
    to open a Cmd Prompt or an Administrator Cmd prompt from the Desktop. Use Win + X and choose Command Prompt or Command Prompt (Admin) from the list.

    This should work for all windows version, XP, Vista, W7
    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.

    If you do not have another PC - do you have a phone connected to the internet - can you photograph the result and post the image in a reply

    For Windows 8
    to open a Cmd Prompt or an Administrator Cmd prompt from the Desktop. Use Win + X and choose Command Prompt or Command Prompt (Admin) from the list.

    This should work for all windows version, XP, Vista, W7
    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
    ns

    Type the following command
    Ping {then a space and then add the number that is shown against the item labelled "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

    ------------------------------------------------------------------------
     
  11. PeteMo

    PeteMo Thread Starter

    Joined:
    Feb 22, 2013
    Messages:
    15
    DOWN
    Windows IP Configuration

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

    Ethernet adapter Local Area Connection:

    Connection-specific DNS Suffix . :
    Description . . . . . . . . . . . : Atheros AR8151 PCI-E Gigabit Ethernet Controller (NDIS 6.20)
    Physical Address. . . . . . . . . : F4-6D-04-DC-5B-58
    DHCP Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes
    IPv4 Address. . . . . . . . . . . : 10.15.61.40(Preferred)
    Subnet Mask . . . . . . . . . . . : 255.255.224.0
    Lease Obtained. . . . . . . . . . : Monday, February 25, 2013 4:31:05 AM
    Lease Expires . . . . . . . . . . : Monday, March 04, 2013 2:41:12 PM
    Default Gateway . . . . . . . . . : 10.15.32.1
    DHCP Server . . . . . . . . . . . : 172.31.1.7
    DNS Servers . . . . . . . . . . . : 114.108.193.201
    114.108.193.201
    NetBIOS over Tcpip. . . . . . . . : Enabled

    UP


    Windows IP Configuration

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

    Ethernet adapter Local Area Connection:

    Connection-specific DNS Suffix . :
    Description . . . . . . . . . . . : Atheros AR8151 PCI-E Gigabit Ethernet Controller (NDIS 6.20)
    Physical Address. . . . . . . . . : F4-6D-04-DC-5B-58
    DHCP Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes
    IPv4 Address. . . . . . . . . . . : 10.15.61.40(Preferred)
    Subnet Mask . . . . . . . . . . . : 255.255.224.0
    Lease Obtained. . . . . . . . . . : Monday, February 25, 2013 4:31:05 AM
    Lease Expires . . . . . . . . . . : Monday, March 04, 2013 2:41:12 PM
    Default Gateway . . . . . . . . . : 10.15.32.1
    DHCP Server . . . . . . . . . . . : 172.31.1.7
    DNS Servers . . . . . . . . . . . : 114.108.193.201
    114.108.193.201
    NetBIOS over Tcpip. . . . . . . . : Enabled

    PING Tests
    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\Pete>ping google.com -t

    Pinging google.com [74.125.128.138] with 32 bytes of data:
    Request timed out.
    Reply from 74.125.128.138: bytes=32 time=50ms TTL=48
    Reply from 74.125.128.138: bytes=32 time=62ms TTL=48
    Request timed out.
    Reply from 74.125.128.138: bytes=32 time=47ms TTL=48
    Reply from 74.125.128.138: bytes=32 time=112ms TTL=48
    Request timed out.
    Request timed out.
    Request timed out.
    Reply from 74.125.128.138: bytes=32 time=61ms TTL=48
    Reply from 74.125.128.138: bytes=32 time=72ms TTL=48
    Reply from 74.125.128.138: bytes=32 time=60ms TTL=48
    Request timed out.
    Reply from 74.125.128.138: bytes=32 time=36ms TTL=48
    Request timed out.
    Request timed out.
    Request timed out.
    Reply from 74.125.128.138: bytes=32 time=51ms TTL=48
    Reply from 74.125.128.138: bytes=32 time=40ms TTL=48
    Request timed out.
    Request timed out.
    Reply from 74.125.128.138: bytes=32 time=34ms TTL=48
    Reply from 74.125.128.138: bytes=32 time=47ms TTL=48
    Reply from 74.125.128.138: bytes=32 time=46ms TTL=48
    Reply from 74.125.128.138: bytes=32 time=27ms TTL=48

    Ping statistics for 74.125.128.138:
    Packets: Sent = 25, Received = 14, Lost = 11 (44% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 27ms, Maximum = 112ms, Average = 53ms
    Control-C
    ^C
    C:\Users\Pete>

    Ping 2

    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\Pete>ping 208.183.226.152 -t

    Pinging 208.183.226.152 with 32 bytes of data:
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.
    Request timed out.

    Ping statistics for 208.183.226.152:
    Packets: Sent = 22, Received = 0, Lost = 22 (100% loss),
    Control-C
    ^C
    C:\Users\Pete>

    Ping 3
    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\Pete>ping 10.15.32.1 -t

    Pinging 10.15.32.1 with 32 bytes of data:
    Reply from 10.15.32.1: bytes=32 time=10ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=12ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=35ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=10ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=39ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=42ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=51ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=26ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=43ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=51ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=68ms TTL=64
    Request timed out.
    Request timed out.
    Reply from 10.15.32.1: bytes=32 time=15ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=15ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=8ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=36ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=51ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=56ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=11ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=40ms TTL=64
    Request timed out.
    Reply from 10.15.32.1: bytes=32 time=35ms TTL=64
    Request timed out.
    Reply from 10.15.32.1: bytes=32 time=15ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=68ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=10ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=38ms TTL=64
    Request timed out.
    Reply from 10.15.32.1: bytes=32 time=51ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=10ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=40ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=51ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=26ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=29ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=12ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=9ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=28ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=9ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=8ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=7ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=22ms TTL=64
    Request timed out.
    Request timed out.
    Reply from 10.15.32.1: bytes=32 time=9ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=9ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=35ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=23ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=60ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=52ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=66ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=49ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=24ms TTL=64
    Request timed out.
    Reply from 10.15.32.1: bytes=32 time=45ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=26ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=36ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=385ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=31ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=12ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=81ms TTL=64
    Request timed out.
    Reply from 10.15.32.1: bytes=32 time=63ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=24ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=7ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=24ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=42ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=8ms TTL=64
    Reply from 10.15.32.1: bytes=32 time=43ms TTL=64

    Ping statistics for 10.15.32.1:
    Packets: Sent = 69, Received = 60, Lost = 9 (13% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 7ms, Maximum = 385ms, Average = 37ms
    Control-C
    ^C
    C:\Users\Pete>
    Note: This the 1st time gateway has shown drops, on previous tests it only showed time variations from 7ms to 375 ms
    Note: when operational Modem lights on are power,cable. Flashing lights are PC, data receive and data send.
    Note: When down lights on are PC, Cable, Power. No flashing lights
    Note all this info is duplicated above with the exception of the gateway data which had been done but not included as it did not show consistent issues. Thanks for your patience.
     
  12. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    is this the only pc that has the issue - are others connected and working ok

    have you tried the cable and port on a different pc?
     
  13. PeteMo

    PeteMo Thread Starter

    Joined:
    Feb 22, 2013
    Messages:
    15
    only pc on site, ethernet cable has been changed. Don't forget it works for long periods of time as well.
     
  14. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    i would re-install the Atheros AR8151 driver - NOT an update but actually install the driver
    whats the make and model of the PC
    you should be able to get the driver from the manufacturers website - preferred option
    or from here

    http://www.atheros.cz/atheros-network-drivers.php

    You need to look down the page for your particular adapter model and then look across the columns to find your windows version.
    Now click on the blue tick mark in the column under your windows version.
    This will open another page for that particular adapter and that windows version.

    Now click on the download button labelled " Click to Download " and wait, the file will download - you do not need to click on any other buttons to get the download started


    To install the driver you will need to do the following

    Extract the downloaded zip file into a folder on the PC
    then

    > Start Globe
    > Control Panel
    > System and maintenance
    > Scroll down to Device manager
    > network adaptors, click on the + >
    > Right click on the AR8151 Adapter
    > click on Update Driver Software...
    > click on Browse my computer for driver software
    > let me pick from a list of device drivers on my computer
    > Have Disk
    > click on the Button Browse...
    > Locate the folder you extracted the zip folder and highlight the .inf file
    you should see files with .inf
     
  15. PeteMo

    PeteMo Thread Starter

    Joined:
    Feb 22, 2013
    Messages:
    15
    No help loaded new drivers per web site but no joy. Also have dvd with drivers sent with asus mainboard and windows itself declared i had the most current driver. Will leave it for am to see if it helps any then. Thanks for your efforts I am becoming convinced that the fault is at isp but as yet cannot point with certainty to their issue.
     
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