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Solved: Random Wireless network dropout

Discussion in 'Networking' started by SamHiggy, Feb 7, 2013.

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  1. SamHiggy

    SamHiggy Thread Starter

    Joined:
    Feb 7, 2013
    Messages:
    5
    Hey there "Tech Support Guy"! New user here.For a few weeks, I have been having intermittent wireless trouble. This includes Ping spiking, Wireless network drop-outs (The network stop appearing on available network list) and packet loss. This is all completely random (though very common) and is frustrating to say the least. As far as I know, the problem is not nearly as bad on other devices in the house , so I suspect that my network card has become shoddy. I have tried updating,removing,and re-installing network drivers to no avail. I have also used cmd and I have pinged 192.168.1.254, which shows random ping spikes, and some packet loss as well. I hope this is enough info to get an idea on my situation. Any assistance would be great, thanks!
    Currently using a BT HomeHub2.0 and Ralink RT61 wireless card
     
  2. 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 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.

    Please make a note of the status of the lights on the modem and on the router 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 and router 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, Mcafee , AVG , Webroot etc

    lets see the following please

    ipconfig /all
    Three Ping tests
    xirrus screen shot

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

    This should work for all windows version, XP, Vista, W7
    Hold the Windows key and press R
    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.

    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

    This should work for all windows version, XP, Vista, W7
    Hold the Windows key and press R
    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.

    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

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

    ------------------------------------------------------------------------
    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/file_download/fid,77196-order,4/download.html}

    Then run and install the program - on a wireless enabled PC/Laptop
    if you get an error - You need will need to have NET Framework installed for the WiFi Inspector to function.
    On windows 8 - (i do not have windows 8) but, it would appear that, When you first try to run, you may get a message that .net framework is needed, and included in that message is a link to download/install.

    Run the program

    A user guide is available here http://www.xirrus.com/cdn/pdf/Xirrus-Wi-Fi-inspectorguide-1-2-1-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)


    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

    To post a screen shot of the active window.
    Windows XP
    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.

    Vista or Windows 7
    you can use the "snipping tool" which is found in Start> All programs> Accessories> Snipping Tool

    Windows 8
    you can use the snipping tool > Open Snipping Tool (From the Windows 8 Start Screen, type "snip" and press enter.
    >Press the Esc. key.
    >go back to your Windows 8 start screen - Swipe from left or press Window Button
    >Press Ctrl+PrntScr button to use Snipping Tool
    see here
    http://www.pcadvisor.co.uk/opinion/windows/3415854/how-take-screenshot-in-windows-8/
    http://www.pcadvisor.co.uk/how-to/windows/3405830/how-take-screenshot-in-windows-8/


    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_Posting_a_Screenshot
     
  3. SamHiggy

    SamHiggy Thread Starter

    Joined:
    Feb 7, 2013
    Messages:
    5
    Right, At the moment I am using:
    BT Homehub 2.0 – with firmware Software version 4.7.5.1.83.3.37 (Type B) Last updated 05/09/12
    The lights on the Homehub stay a solid blue, both with and without a connection

    Currently I am using avast! Antivirus, and I have previously used Mcaffe.
    With Connection:
    Windows IP Configuration

    Host Name . . . . . . . . . . . . : CarlHignett-PC
    Primary Dns Suffix . . . . . . . :
    Node Type . . . . . . . . . . . . : Hybrid
    IP Routing Enabled. . . . . . . . : No
    WINS Proxy Enabled. . . . . . . . : No
    DNS Suffix Search List. . . . . . : home

    Wireless LAN adapter Wireless Network Connection 2:

    Connection-specific DNS Suffix . : home
    Description . . . . . . . . . . . : Ralink RT61 Turbo Wireless LAN Card
    Physical Address. . . . . . . . . : 00-A1-B0-25-2D-46
    DHCP Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes
    Link-local IPv6 Address . . . . . : fe80::30c2:a14e:11ab:e76%24(Preferred)
    IPv4 Address. . . . . . . . . . . : 192.168.1.79(Preferred)
    Subnet Mask . . . . . . . . . . . : 255.255.255.0
    Lease Obtained. . . . . . . . . . : 07 February 2013 21:07:50
    Lease Expires . . . . . . . . . . : 08 February 2013 22:08:30
    Default Gateway . . . . . . . . . : 192.168.1.254
    DHCP Server . . . . . . . . . . . : 192.168.1.254
    DHCPv6 IAID . . . . . . . . . . . : 335585712
    DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-15-A4-A5-63-BC-AE-C5-D9-AC-48
    DNS Servers . . . . . . . . . . . : 192.168.1.254
    NetBIOS over Tcpip. . . . . . . . : Enabled

    Ethernet adapter Local Area Connection:

    Media State . . . . . . . . . . . : Media disconnected
    Connection-specific DNS Suffix . :
    Description . . . . . . . . . . . : NVIDIA nForce 10/100/1000 Mbps Ethernet
    Physical Address. . . . . . . . . : BC-AE-C5-D9-AC-48
    DHCP Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes
    Link-local IPv6 Address . . . . . : fe80::5049:f8b0:507c:7bc1%11(Deprecated)
    Autoconfiguration IPv4 Address. . : 169.254.123.193(Tentative)
    Subnet Mask . . . . . . . . . . . : 255.255.0.0
    Default Gateway . . . . . . . . . :
    DNS Servers . . . . . . . . . . . : fec0:0:0:ffff::1%1
    fec0:0:0:ffff::2%1
    fec0:0:0:ffff::3%1
    NetBIOS over Tcpip. . . . . . . . : Enabled

    Tunnel adapter Local Area Connection* 17:

    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. . . . . . . . . . . : 2001:0:5ef5:79fb:1c5c:3e41:9264:645e(Preferred)
    Link-local IPv6 Address . . . . . : fe80::1c5c:3e41:9264:645e%21(Preferred)
    Default Gateway . . . . . . . . . : ::
    NetBIOS over Tcpip. . . . . . . . : Disabled
    s
    Tunnel adapter isatap.home:

    Media State . . . . . . . . . . . : Media disconnected
    Connection-specific DNS Suffix . : home
    Description . . . . . . . . . . . : Microsoft ISATAP Adapter #6
    Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
    DHCP Enabled. . . . . . . . . . . : No
    Autoconfiguration Enabled . . . . : Yes






    Cmd ping – 192.168.1.254
    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\Carl Hignett>Ping 192.168.1.254

    Pinging 192.168.1.254 with 32 bytes of data:
    Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
    Reply from 192.168.1.254: bytes=32 time=1ms TTL=64
    Reply from 192.168.1.254: bytes=32 time=3ms TTL=64
    Reply from 192.168.1.254: bytes=32 time=4ms TTL=64

    Ping statistics for 192.168.1.254:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 4ms, Average = 2ms

    C:\Users\Carl Hignett>

    Cmd Ping – google.com
    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\Carl Hignett>ping google.com

    Pinging google.com [173.194.41.99] with 32 bytes of data:
    Reply from 173.194.41.99: bytes=32 time=18ms TTL=52
    Reply from 173.194.41.99: bytes=32 time=19ms TTL=52
    Reply from 173.194.41.99: bytes=32 time=22ms TTL=52
    Reply from 173.194.41.99: bytes=32 time=21ms TTL=52

    Ping statistics for 173.194.41.99:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 18ms, Maximum = 22ms, Average = 20ms

    C:\Users\Carl Hignett>


    Cmd ping - 209.183.226.152
    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\Carl Hignett>ping 209.183.226.152

    Pinging 209.183.226.152 with 32 bytes of data:
    Reply from 209.183.226.152: bytes=32 time=103ms TTL=46
    Reply from 209.183.226.152: bytes=32 time=99ms TTL=46
    Reply from 209.183.226.152: bytes=32 time=99ms TTL=46
    Reply from 209.183.226.152: bytes=32 time=110ms TTL=46

    Ping statistics for 209.183.226.152:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 99ms, Maximum = 110ms, Average = 102ms

    C:\Users\Carl Hignett>

    Xirrus Screenshot:
    SSID - BTHomehub2-S62P



    Without connection:
    Windows IP Configuration

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

    Wireless LAN adapter Wireless Network Connection 2:

    Media State . . . . . . . . . . . : Media disconnected
    Connection-specific DNS Suffix . : home
    Description . . . . . . . . . . . : Ralink RT61 Turbo Wireless LAN Card
    Physical Address. . . . . . . . . : 00-A1-B0-25-2D-46
    DHCP Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes

    Ethernet adapter Local Area Connection:

    Media State . . . . . . . . . . . : Media disconnected
    Connection-specific DNS Suffix . :
    Description . . . . . . . . . . . : NVIDIA nForce 10/100/1000 Mbps Ethernet
    Physical Address. . . . . . . . . : BC-AE-C5-D9-AC-48
    DHCP Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes
    Link-local IPv6 Address . . . . . : fe80::5049:f8b0:507c:7bc1%11(Deprecated)
    Autoconfiguration IPv4 Address. . : 169.254.123.193(Tentative)
    Subnet Mask . . . . . . . . . . . : 255.255.0.0
    Default Gateway . . . . . . . . . :
    DNS Servers . . . . . . . . . . . : fec0:0:0:ffff::1%1
    fec0:0:0:ffff::2%1
    fec0:0:0:ffff::3%1
    NetBIOS over Tcpip. . . . . . . . : Enabled

    Tunnel adapter Local Area Connection* 17:

    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

    Tunnel adapter isatap.home:

    Media State . . . . . . . . . . . : Media disconnected
    Connection-specific DNS Suffix . :
    Description . . . . . . . . . . . : Microsoft ISATAP Adapter #6
    Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
    DHCP Enabled. . . . . . . . . . . : No
    Autoconfiguration Enabled . . . . : Yes


    Cmd Ping – 192.168.1.254
    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\Carl Hignett>ipconfig /all>network.txt&network.txt

    C:\Users\Carl Hignett>ping 192.168.1.254

    Pinging 192.168.1.254 with 32 bytes of data:
    Reply from 192.168.1.79: Destination host unreachable.
    Reply from 192.168.1.79: Destination host unreachable.
    Reply from 192.168.1.79: Destination host unreachable.
    Reply from 192.168.1.79: Destination host unreachable.

    Ping statistics for 192.168.1.254:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

    C:\Users\Carl Hignett>

    Cmd Ping – google.com
    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\Carl Hignett>ipconfig /all>network.txt&network.txt

    C:\Users\Carl Hignett>ping 192.168.1.254

    Pinging 192.168.1.254 with 32 bytes of data:
    Reply from 192.168.1.79: Destination host unreachable.
    Reply from 192.168.1.79: Destination host unreachable.
    Reply from 192.168.1.79: Destination host unreachable.
    Reply from 192.168.1.79: Destination host unreachable.

    Ping statistics for 192.168.1.254:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

    C:\Users\Carl Hignett>
    Cmd Ping - 209.183.226.152

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

    C:\Users\Carl Hignett>ping 209.183.226.152

    Pinging 209.183.226.152 with 32 bytes of data:
    Reply from 192.168.1.79: Destination host unreachable.
    Reply from 192.168.1.79: Destination host unreachable.
    Reply from 192.168.1.79: Destination host unreachable.
    Reply from 192.168.1.79: Destination host unreachable.

    Ping statistics for 209.183.226.152:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

    C:\Users\Carl Hignett>

    Xirrus Screenshot:
    SSID - BTHomehub2-S62P

    I think that is it....
     

    Attached Files:

  4. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    all the BT channel 5 wireless networks appear to disappear when you lose connection

    can we see the graph of you connection

    actually for the graph- it maybe better to use inSSIDer
    http://www.metageek.net/products/inssider/

    do any other devices lose connection at the same time ?

    did you use the removal tool - if not then run the removal tool and lets make sure its fully removed
    Mcafee Removal Tool
    http://service.mcafee.com/FAQDocument.aspx?id=TS101331

    http://majorgeeks.com/McAfee_Consumer_Product_Removal_Tool_d5420.html
     
  5. SamHiggy

    SamHiggy Thread Starter

    Joined:
    Feb 7, 2013
    Messages:
    5
    After the connection could not be found (for the umpteenth time), I checked other devices in the house, and they seemed to be picking up the wireless signal just fine. I have also used the tool you kindly linked and have removed Mcaffe completely, and I have attached two insider picture, one with and one without connection.
     

    Attached Files:

  6. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    thats confirming the wireless is disappearing - have a look at the timegraph tab and select just your wireless network

    in which case the router is still broadcasting OK and something on your PC is losing the signal

    it maybe an issue with the aerial connection or adapter

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

    Try reseating the wireless adapter

    If the adapter is easily accessible, usually through a cover on the bottom of the laptop.
    Remove and reinsert it carefully and firmly to make sure it is not loose.
    Then remove and carefully and firmly replace it several times to cure any possible looseness or corrosion.
    At the same time check to make sure the antenna leads are securely attached.
    Note: This is not taking the machine apart. We do not recommend removing the keyboard when that is necessary to find the wireless.

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

    did you actually re-install or just update?

    whats the make an exact model of the PC

    I suspect you already tried this
    Install the driver from the manufacturers website - not an update - but actually install
    ------------------------------------------------------------------------

    Uninstall and allow windows to re-install the adapter and Driver
    goto the device manager > Network Adapters > click on the [+] to show all the adapters

    right click on the adapter and from the menu

    remove/uninstall the adapter

    Now restart the pc and allow windows to detect new hardware and re install the adapter and the driver
    ------------------------------------------------------------------------
     
  7. SamHiggy

    SamHiggy Thread Starter

    Joined:
    Feb 7, 2013
    Messages:
    5
    Ok. Firstly I tried removing my network drivers and restarting my computer so windows could detect it. And while it did well for a while, it was not a permanent fix, and after an hour or so it reverted to it's ways. I have also opened up my computer and had a look at the network card. Whilst I'm not completely tech-ignorant, I didn't feel comfortable with pulling out and re-slotting my network card, as It didn't seem to budge much when I pulled it with some force. However I did make sure that it was connected to the antenna correctly, and i made sure it was tightly connected to the motherboard.This produced the same result as before. With regards to my PC model, It was a custom built PC, so what specific details would you like?
    With this is a time graph of my current connection on inSSIDer


    Also, I recently got a Wireless headset (Sound Blaster Tactic 3D Wrath to be specific), And I have noticed when pinging my router that, if I am listening to music, the sound will occasionally glitch and the ping will spike at the same time. Could my wireless headset be interrupting the signal?
     

    Attached Files:

  8. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    yes, try without those connected/switched on
    also baby monitors , cordless phones and micowaves can all interfer
     
  9. SamHiggy

    SamHiggy Thread Starter

    Joined:
    Feb 7, 2013
    Messages:
    5
    Ok, I moved the Wireless headset USB adapter from the back ports, which were close to the antenna, to the front ports. Been several hours and no disconnects. I'll wait till tomorrow, but if all is well, I'll mark this thread as solved (however you do that). Thanks so much for the help! :D
     
  10. etaf

    etaf Moderator

    Joined:
    Oct 2, 2003
    Messages:
    65,252
    First Name:
    Wayne
    your welcome (y) thanks for letting us know - fingers crossed
    this is how to mark thread solved
    You can mark your own threads solved using the [​IMG] button at the top of the page of the thread in the upper left corner. :)
     
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