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Topic # 89651 6-Sep-2011 20:13
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About 5 months ago I started having connection problems. An ’x’ would appear over the two little computers at the bottom of my screen with the message, ’a network cable is disconnected’.

Two things changed 5 months ago, 1. I got a new motherboard (asus m4a78 - em/1394), and 2. I changed my isp to Telstra clear and along with that got a new modem (dynalink rta1320v6).

When I first started getting the disconnected cable error all I noticed was that whatever page I was trying to load took a bit longer to load. The ‘x’ and error message would then disappear and the page would load. Sometimes this would happen several times an hour, other times, not so much.

One day it crapped out completely and nothing I did could get my internet back up. I don’t recall exactly what steps I tried back then to fix it … all the usual no doubt, disconnect and reconnect modem ect … after a while I gave up and decided to use another computer.

But that computer was really slow so I took a stick of ram out of my computer and put it in the slow one … and it blew up. So I put the ram back into my computer and all of a sudden it started working again and I was able to connect to the internet again. I don’t know if I had any further ‘minor’ connection drop-outs after that because the two little computers at the bottom of my screen disappeared.

Fast forward to 5 days ago and my net connection dropped again and the two little computers re-appeared with the ‘x’ and error message that a network cable was disconnected. I tried rebooting the comp, unplugging the modem and all cables and power from the comp and I tried 4 different Ethernet cables all to no avail. I borrowed a friends computer that apparently works fine at her place but got the same error message when I plugged it in here. It was about then that we noticed the light that comes on, on the cable, where it connects to the computer, was not working.

I made a few calls to Telstra help desk but still couldn’t get it sorted. Then I tried un-installing the network adapters in my device manager (don’t ask me why I did that). There were two entries under network adapters, 1394 net adapter and Realtek PCIe GBE family controller, I un-installed them both and rebooted the comp hoping they’d re-install themselves and would work again. I’m a bit hazy as to the order of events at this stage because I spent the next two days crying drunk. Suffice to say my internet didn’t start working again and the ‘Realtek family controller’ didn’t come back at all. So in my ‘network connections’ I had no ‘lan’ connections at all. I tried calling the help desk again thinking they’d be able to help me get it back but they told me without that ‘lan’ connection I needed a comp tech to check out my computer.

I had no money for a computer tech so decided to ring the guy who works at the local net café who installed my new motherboard. No joy there either as local net café had just been taken over by new owners and they did not have the name or number of the guy who installed my motherboard.

So then I decided to use my ’windows xp pro’ cd and tried the recommended ‘update’ installation … and that’s where my problems really started. (cuz I obviously didn’t have enough problems as it was) Turns out my computer had software incompatible with windows on it and the update installation kept getting stuck till it wouldn’t allow me to do anything on my comp and long story short a friend had to walk me through a fresh install of my operating system. With the fresh install came a whole host of new problems and still no internet connection or lan connection.

So then I decided to try using an old Vodafone modem (Huawei SmartAx MT882), I had tried it before with no luck but this time I’d found a disc to go with it and used a usb cable so was able to install it to the point where it was at least showing up in my device manager. I had the Ethernet cable plugged in as well and a light was showing on the Ethernet cable where it was connected to the comp, but if I disconnected the usb cable the modem disappeared from my network devices.

Sunday night I called Telstra again and they helped me configure the modem and finally I was able to connect to the internet but had frequent drop-outs having to wait several minutes with each before my internet would reconnect again. I tried removing the Ethernet cable completely and still had drop-outs. I persevered with the drop-outs till 4 am Monday morning before deciding to give the problem a rest for a day or so. Somewhere during this time Telstra told me they would be monitoring the line for 24 hrs and would call me back.

Yesterday (Monday) my daughter got online, she said it took about 20 minutes before she could get a connection but after that she had no drop-outs. This was using the usb connection with Ethernet cable still disconnected.

This morning (10 hrs ago) I was able to get online no problem and had no drop-outs for a couple of hours. Telstra rang me back and said they had monitored the line and noticed that it had a lot of drop-outs (or disconnections, can’t recall what term they used). They had no explanation for the problems and asked again if I’d had a tech in to check out my comp. I told them I would be spending more time on the comp today trying to isolate the problem and I would ring them back.

After two hours of no drop-outs using the usb this morning I decided to try using the Ethernet cable again. It worked straight away for like 5 seconds and then my net dropped out again. Hauwei SmartAx disappeared from my device manager and the Realtek family controller finally re-appeared. I’ve had about 5 drop-outs since reconnecting my Ethernet cable today but as it reconnects itself and I’ve spent a lot of time reading and looking for solutions without refreshing pages, it’s hard to know how many times it’s dropped out and reconnected without me knowing. I also can’t be sure whether the fact it started dropping out again straight after I reconnected the Ethernet cable is due to a problem with Ethernet connection or whether it’s just a coincidence and my connection would have started dropping out with the usb connection too. One thing different about the drop-outs is my two little computers at the bottom of my screen don’t have an ‘x’ over them and there are no ‘disconnected cable’ errors. (the light stays on on my cable too)

Sorry for such a long post and we’re not there yet. My daughter has already told me off for writing a novel but the forum guides do say to give as much info as possible so here are the stats from my modem web configuration page:

Adsl state: show time (this changes to ‘down’ when I lose connection)
Data path: interleaved
Operation mode: g.dmt.bisplus
Max.bandwidth down/up(kbps): 14336/0
Bandwidth down/up(kbps): 7671/857
Snr margin down/up(dB): 26.2/12.8
Attenuation down/up(dB): 24.0/15.5
Power down/up(dBm): 0.0/12.3
Crc down/up: 0/1
Fec down/up: 72/651
Hec down/up: 0/0
System up Time: 3:14:44
DSL up time: 0:29:00
Pvc select: pvc-0
Ppp up time: 0:29:32

Finally, and have no idea whether this is relevant either. Have been doing speed tests throughout the day at speedtest.net. With the usb connection my speed was around 5.18 mbps and with the Ethernet connection my speeds are around 6.53 down, 0.72 up. These are standard speeds for me though few weeks ago, and probably the first time I tested my speed with Telstra, my speed was up to 14mbps, can’t remember what it was up. It was like that for a few hours and today is first time I’ve tested since.

So that’s it. Any help you can give me with my connection problems would be greatly appreciated. Happy to provide more info if necessary.

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BDFL - Memuneh
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  Reply # 517733 6-Sep-2011 20:25
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Thanks for the modem info in the first post - someone will look at that. In the meantime, some more questions:

- have you done any isolation tests (unplug all other devices incl alarm, phone, fax) and tried the connection?
- are you using the correct filters?
- are the filters installed in the correct places?
- is the modem plugged to a filter (it shouldn't)?







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  Reply # 517744 6-Sep-2011 20:41
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hello and thanks for the reply ... i knew i forgot something. 

this place only has two jackpoints. one i don't use and the other only has my comp and phone plugged in through what i assume is the correct filter.  i'm not sure if it's a filter i got with the dynalink modem or if it's the same filter i've been using a while.  i just unplugged my phone from the filter - should i plug my modem directly into the jackpoint or keep it plugged into the filter?

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  Reply # 517756 6-Sep-2011 20:57
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Hi, there seems to be a conflict of details here but the first thing that stands out is 26dB attenuation yet only allowing 7.6Mb/s, this indicates most likely wiring stubs in your house wiring. If the 26dB is real then a usable sync rate or 12-15Mb/s is more like what you should have.

Next you seem to confuse DSL disconnects with ethernet disconnects, not too sure how to take that, but I think you should try fix the sync rate then work on the lan side.

Can you do a full isolation test, this involves connecting the modem to the first socket in the house or as close to the demarc as possible and removing the remainder of the house wiring while doing that test.

Cyril



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  Reply # 517766 6-Sep-2011 21:16
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i don't know if i've done this right.  i've connected the modem directly into the wall (jackpoint), have taken off that little box that connected both modem and phone.  have just taken a screenshot of that web configuration thingy.  

 



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Master Geek
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  Reply # 517806 6-Sep-2011 21:56
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it dropped out again.  have just moved the whole computer out into the lounge and plugged into the only other jackpoint in the house.  will wait and see if that makes a difference.  have absolutely nothing else plugged into jack point except the modem.  



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  Reply # 517847 6-Sep-2011 22:59
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just lost connection again.  this is the message i get whenever this happens:  

The server at www.google.co.nz can't be found because the DNS look-up failed. DNS is the web service that translates a website's name to its Internet address. This error is most often caused by having no connection to the Internet or a misconfigured network. It can also be caused by an unresponsive DNS server or a firewall preventing Google Chrome from accessing the network.Here are some suggestions:
  • Reload this web page later.
  • Check your Internet connection. Reboot any routers, modems or other network devices that you may be using.
  • Check your DNS settings. Contact your network administrator if you're not sure what this means.
  • Try disabling network prediction by following these steps: Go to Spanner menu > Options > Under the Bonnet and deselect "Predict network actions to improve page load performance." If this does not resolve the issue, we recommend selecting this option again for improved performance.
  • Add Google Chrome as a permitted programme in your firewall or antivirus software's settings. If it is already a permitted programme, try deleting it from the list of permitted programmes and adding it again.
  • If you use a proxy server, check your proxy settings or contact your network administrator to make sure that the proxy server is working. If you don't believe you should be using a proxy server, adjust your proxy settings: Go to the spanner menu > Options > Under the Bonnet > Change proxy settings... > LAN Settings and deselect the "Use a proxy server for your LAN" checkbox.

i suppose i can put my computer back in my room? it's a pain being out here.  

gzt

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  Reply # 517850 6-Sep-2011 23:10
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Leaving aside the adsl speed problems and just looking at the ethernet disconnect:

After a quick look, if I'm reading that right it looks like you are all good when you are connected to the modem/router using the usb interface but get problems using the ethernet cable. The fact the driver does not auto detect every time points to a faulty onboard lan adaptor.

Other random comments, IME, ethernet connection faults like that are a hardware issue, either at the PC NIC or modem/router end. If you have an old or spare ethernet card handy put that in the machine and see if that works. If a spare does not work, blame the modem/router. Also, I guess a cable fault is possible, so a test with a spare cable is a good idea. FYI, this exact LAN symptom occurred in a faulty modem/router I replaced recently.

Also you could apply the correct ethernet driver for your motherboard from the motherboard manufacturers site - not the lan family site or the chipset family site. Most likely not worth doing, but worth a go if you have no other options.



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  Reply # 517913 7-Sep-2011 08:40
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Update: think I’ve completed isolation testing. As stated, only 2 jack points in this place and only ever use one to connect this comp and my phone through what I can now see is a ‘adsl2+ in-line filter/splitter’. first I took the phone line out of it … still got internet drop-out. Then I removed the filter/splitter completely and found a cord that would plug from modem directly into jack-point … still got internet drop-out (or disconnected … not even sure of correct terminology here). Then moved computer into lounge next to other jack point and connected to net and still got disconnected after a few minutes or so.

Moved everything back into my room by usual jack point, reconnected phone and tried an old but still sealed in bag telecom filter/splitter. It works too but still getting drop-outs. Tried different Ethernet cables again … at the moment using the oldest one I have and it’s no worse than the newer ones (or better).

Since last nite internet is dropping out around 3 - 4 times and hour and have spent as much time waiting to reconnect as actually being connected.

Not having much luck finding drivers that will install … found a realtek family controller update in the windows updates and it “failed” to install. Will try it again shortly.

Also tried the usb cable connection again with same results as Ethernet cable … internet drop-outs.

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  Reply # 517921 7-Sep-2011 09:05
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Hi, as gzt has high lighted the ethernet drop out is most likely a faulty nic on your pc.

As for the DSL connection, I strongly recommend that you connect your modem at or as close to the demarc as possible and remove the remainder of the house wiring, the fact that your modem is sync very low for the line attenuation indicates some poor wiring somewhere. It could well be that its on Telecoms side of the demarc but more commonly its your house wiring, so until you eliminate that unknown it will be hard to get Telecom to resolve. If you are not confident in playing with the phone wiring then get a cabler or electrician with suitable data/phone experience to do it for you. If that does not resolve the issue then you can put it back in your isp's lap to sort.

Cyril



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  Reply # 517948 7-Sep-2011 09:40
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oops i didn't realize you were wanting me to mess with house wiring, i don't mind blowing up the odd motherboard or two but a whole house is a different story.  Surprised

i googled 'demarc' after your first post and thought it just meant the main jackpoint and i thought removing any other devices connected to said jackpoint is what you meant by removing other household wiring.  i think i'm in a bit over my head on this forum.

thanks so much for your help anyway.  :) 

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  Reply # 517974 7-Sep-2011 10:14
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Hi, no worries, but you modem is reporting a speed way below what should be achievable and the most likely cause is house wiring (but could be on Telecoms side) but further to that is regular disconnections is a sure sign of dodgy wiring.

Cyril



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  Reply # 518113 7-Sep-2011 14:35
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well the end to this story is i have to send modem back to dyna link and they may or may not replace it.   in the meantime my vodafone modem works fine from around 9 - 1 so will just have to put up with the drop-out during the other times.  

i think if the wiring is messed up here it might be time to look at wireless options/deals.  

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  Reply # 518585 8-Sep-2011 14:41
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Just to add to what Cyril said - it seems like you are on a cabinet and the sync speed problem (on the MT882) is actually due to firmware problems.

Please read here and update the firmware - this will at least solve the speed problem.

http://help.vodafone.co.nz/app/answers/detail/a_id/9063/kw/firmware%20upgrade



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Master Geek
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  Reply # 518701 8-Sep-2011 17:28
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thanks cor

have just updated the modem as suggested - will see how it goes.

in the meantime have only had two drop-outs today running modem with usb cable.
last night i used my xtra dial up connection and had no drop-outs.  haven't decided what to make of all this yet.  :) 

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  Reply # 518716 8-Sep-2011 18:26
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Mind posting up a new set of line stats?

Please keep in mind that this only eliminates the speed issue and probably will have no effect on the disconnection problem at hand.

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