For about a week now I have been having problems with my rr service. What happens is all 4 lights on my modem go out(surfboard 3100 cable modem). After numerious calls to their worthless support people I have managed to get a new modem. Guy installs it and it happens to him(granted this happens randomly every few minutes). His response is 'I don't know anything about rr, you need to call support', grrrr.
So what is happening is my modem intermittantly resets itself, powers off then back on. This ofcourse disconnects me, which is bad considering I use it mostly to play games.
I had zonealarm installed which I uninstalled per support's advice and still get the problem. Another guy came out to check the lines and they were ok.
I am running Win2K pro ed with a netgear 314 router and a netgear FA310TX nic card. I got 128MB of RAM and 400pII processor.
Can anyone tell em what the problem could be?
gonna toss the cable modem out the window...
-
Auggie
-
ermacpd
Hello there! Sorry to hear about all you problems! I am a Cable Tec from another Cable ISP. Reguardless of what the cable tec that comes to your house is telling you it is either the cable line or rr Server, with the slight possiblity of it being the modem. My company also uses those types of modem and are very good modems. Please look @ what the lights on the front are doing and post that back if you can.
#1 The line has to much signal loss causing you to lose block sync. The rr tec's can ping the IP of your modem. If the packet loss is greater than 10% it's the cable if there is no packet loss move on.
#2 There servers are having problems which if they are there is nothing that you can do but wait for them to fix them. You can ask the tec's about outages and if there is an issue in your area then they should give you credit.
#3 You cable modem has to be provision. The provisioning maybe set wrong. Most likly not the case since you are on your second modem. The modem has to have a lease time provisioned into in, and the time may be set to low.
#4 Nothing in your computer would effect that modem lossing sync. Sync is all the cable line, the modem and the DHCP server. So tell the rr tec's to look harder. Normally there should be a second level Tec see if you can speak to one of them. They usually know much more.
Hope that helps!!
#1 The line has to much signal loss causing you to lose block sync. The rr tec's can ping the IP of your modem. If the packet loss is greater than 10% it's the cable if there is no packet loss move on.
#2 There servers are having problems which if they are there is nothing that you can do but wait for them to fix them. You can ask the tec's about outages and if there is an issue in your area then they should give you credit.
#3 You cable modem has to be provision. The provisioning maybe set wrong. Most likly not the case since you are on your second modem. The modem has to have a lease time provisioned into in, and the time may be set to low.
#4 Nothing in your computer would effect that modem lossing sync. Sync is all the cable line, the modem and the DHCP server. So tell the rr tec's to look harder. Normally there should be a second level Tec see if you can speak to one of them. They usually know much more.
Hope that helps!!
-
Auggie
thanks for the reply
1: RR can ping the modem, until the lights go out, then they can't see it. They even ran diagnostics on their end.
2: They keep saying that there are no outages in my area.
3: dunno but the problem is intermittant, can happen in five minutes or 37 minutes, etc.
4: Spoke to 3 different levels of support(even got the number to the local network guys), no help, no clue. They always think that reseting modem, renewing ip address, uninstalling, installing tcp/ip should fix it, but it doesn't.
1: RR can ping the modem, until the lights go out, then they can't see it. They even ran diagnostics on their end.
2: They keep saying that there are no outages in my area.
3: dunno but the problem is intermittant, can happen in five minutes or 37 minutes, etc.
4: Spoke to 3 different levels of support(even got the number to the local network guys), no help, no clue. They always think that reseting modem, renewing ip address, uninstalling, installing tcp/ip should fix it, but it doesn't.
sounds like you may have a break, or interferance in the line somewhere
go outside, inspect your cable as far as you can see it and look for any breaks in the cable...
it may even go as far as being in your tap or somewhere else, but you gotta start somewhere...
I dunno, they need to come out and take a look at it again, and more in depth this time...
go outside, inspect your cable as far as you can see it and look for any breaks in the cable...
it may even go as far as being in your tap or somewhere else, but you gotta start somewhere...
I dunno, they need to come out and take a look at it again, and more in depth this time...
"Would you mind not standing on my chest, my hats on fire." - The Doctor
-
Auggie
A maintainence guy is supposed to come out tomorrow and check the noise in the line. Dunno anything about this or if it will tell anything.
Alas the guy that swapped my modem did NOT change the power cord. I asked the guy that came today about it and he said it wouldn't matter. /shrug
The 4 lights on the modem go completely out then cycle back on starting with the power light, just like when you unplug it.
[ 02-06-2001: Message edited by: Auggie ]
Alas the guy that swapped my modem did NOT change the power cord. I asked the guy that came today about it and he said it wouldn't matter. /shrug
The 4 lights on the modem go completely out then cycle back on starting with the power light, just like when you unplug it.
[ 02-06-2001: Message edited by: Auggie ]
The surfboard 3100's use a power cord that runs maybe about $4 up at radio shack if you want to go and try a different one...since the power supply is built into the modem (unlike most modems), the problem isn't likely to be in the power cord, but it could be...more likely is the scenario that Brent was talking about...you probably have an exposed piece of cable somewhere that is introducing noise onto the line or causing the signal strength to drop significantly...
------
“The most beautiful thing we can experience in life is the mysterious. It is the source of all true art and science. He to whom this emotion is a stranger, who can no longer pause to wonder and stand rapt in awe, is as good as dead: for his eyes are closed.” - Albert Einstein
“The most beautiful thing we can experience in life is the mysterious. It is the source of all true art and science. He to whom this emotion is a stranger, who can no longer pause to wonder and stand rapt in awe, is as good as dead: for his eyes are closed.” - Albert Einstein
-
ermacpd
I agree with the above meantions of a possible break in the line. Blowing out TCP/IP doesn't effect anything. Sync in the modem is all about what I meantioned before, NOT anything with in your computer. (IE TCP/IP etc.) Since you are on your second modem it has to lie in the line. Some of my customers have had to have an AMP installed to have the modem get sync. Also if the modem is on a spliter the modem has to be on the 3.5db side. Most of the low end splitters don't have two ratings. Most of them are set to 7.5db. If it's a higher end splitter it'll have the rating marked on it. Radio Shack sells them. Did the cable Tec tell you what your SNR was? And what did RR say about you provisioning? How long was your lease time set for? Also when the cable tec installed your modem did they run a whole brand new line? Also the lights on the modem can tell you what the problem maybe. See below.
Power. (Green LED) When the Power light is flashing, the modem is running a self-diagnostic. When this light is on steadily, the modem is on.
Receive. (Green LED) When the Receive light is flashing, the SB3100 is searching for the downstream (incoming) frequency. When this light is on steadily, the downstream channel has been acquired.
Send. (Green LED) When the Send light is flashing, the SB3100 is searching for the upstream (outgoing) frequency. When the light is on steadily, the upstream channel has been acquired.
Online. (Green LED) When the Online light is flashing, the SB3100 is searching for the network connection. When the light is on steadily, the network connection is active.
Activity. (Amber LED) When the Activity light is flashing, information is being transferred across the network by your modem. When the light is off, the SB3100 is not transferring any data.
During normal operation, all four (4) Green LEDs will be on steadily and the Amber LED will flicker as data is transferred.
Also there is a dianostic build into the modem.
Accessing the HTML Page
Enter 192.168.100.1/mainhelp.html in the browser and make sure 192.168.100.1 is in the list of proxy exceptions.
If the SB 3100 modem doesn’t have sync, the PC should still get an IP address of 192.168.x.x because the modem has a temporary dummy DHCP server built into it.
If the PC doesn’t get an address, the ethernet card and/or patch cable is bad or the dummy DHCP server has been turned off.
If the DHCP server was disabled, turn it back on by manually entering 192.168.100.1/config.html (Figure3). This page is hidden and can only be accessed by entering in the complete address.
If the computer doesn’t have a real or dummy IP address in order to access that page, the TCP/IP stack will have to be set up like the external surfboard SB1100.
However, if this page still can’t be displayed, either the patch cable or ethernet card is bad. In that case, reinstall the ethernet card and TCP/IP.
The config.html page should look exactly like it does in Figure 3. If not, either click Reset to Defaults or make appropriate changes. Then click the Restart Cable Modem button.
On the mainhelp.html page (figure2) clicking on Startup shows the process in which the cable modem goes through to boot up. It will also show where any failures were encountered. (Figure 4)
This is especially useful if the modem stops at the Online light during bootup.
The startup page will show what part of the process that couldn’t be completed: getting a DHCP response, connecting to the Time of Day server, or getting the TFTP information, &c.
Along with the Startup page in Figure 4, the 192.168.100.1/logs.html page is useful in displaying more specific information as to where the problems occur or the proper boot sequence if there was no problem with the modem when it booted up. Figure 5 shows 192.168.100.1/logs.html.
Fig. 6 displays important information in regards to up and downstream and can be useful when troubleshooting intermittent sync problems or slow speed issues.
Downstream
Frequency is what MHz the downstream data is being sent. It could be anywhere from 1-860 MHz. This page displays this info in Hz.
Signal to Noise Ratio – levels should be between 27 –36db
Max Bitrate – this displays the maximum data transfer on the downstream (download speed), not what the modem is currently transferring. On this page the rate is displayed in bits/sec. The number should be around 1,000,000 bits (1 megabits).
Upstream
Frequency is what MHz the upstream data is being sent. It could be anywhere from 1-860 MHz. This is displayed in Hz.
Power level – levels should be between 8-58.
Min-Max Bitrate- the maximum level of data that can transferred on the return path. This is also measured in bits the transfer rate should be about 128,000 bps (128 kilobits).
Hope all this info helps. It's all right off our help page. Test it out then post what you find. Also there are a few references to pictures that I can't display of coarse. Good luck! Hope this all helps!
Power. (Green LED) When the Power light is flashing, the modem is running a self-diagnostic. When this light is on steadily, the modem is on.
Receive. (Green LED) When the Receive light is flashing, the SB3100 is searching for the downstream (incoming) frequency. When this light is on steadily, the downstream channel has been acquired.
Send. (Green LED) When the Send light is flashing, the SB3100 is searching for the upstream (outgoing) frequency. When the light is on steadily, the upstream channel has been acquired.
Online. (Green LED) When the Online light is flashing, the SB3100 is searching for the network connection. When the light is on steadily, the network connection is active.
Activity. (Amber LED) When the Activity light is flashing, information is being transferred across the network by your modem. When the light is off, the SB3100 is not transferring any data.
During normal operation, all four (4) Green LEDs will be on steadily and the Amber LED will flicker as data is transferred.
Also there is a dianostic build into the modem.
Accessing the HTML Page
Enter 192.168.100.1/mainhelp.html in the browser and make sure 192.168.100.1 is in the list of proxy exceptions.
If the SB 3100 modem doesn’t have sync, the PC should still get an IP address of 192.168.x.x because the modem has a temporary dummy DHCP server built into it.
If the PC doesn’t get an address, the ethernet card and/or patch cable is bad or the dummy DHCP server has been turned off.
If the DHCP server was disabled, turn it back on by manually entering 192.168.100.1/config.html (Figure3). This page is hidden and can only be accessed by entering in the complete address.
If the computer doesn’t have a real or dummy IP address in order to access that page, the TCP/IP stack will have to be set up like the external surfboard SB1100.
However, if this page still can’t be displayed, either the patch cable or ethernet card is bad. In that case, reinstall the ethernet card and TCP/IP.
The config.html page should look exactly like it does in Figure 3. If not, either click Reset to Defaults or make appropriate changes. Then click the Restart Cable Modem button.
On the mainhelp.html page (figure2) clicking on Startup shows the process in which the cable modem goes through to boot up. It will also show where any failures were encountered. (Figure 4)
This is especially useful if the modem stops at the Online light during bootup.
The startup page will show what part of the process that couldn’t be completed: getting a DHCP response, connecting to the Time of Day server, or getting the TFTP information, &c.
Along with the Startup page in Figure 4, the 192.168.100.1/logs.html page is useful in displaying more specific information as to where the problems occur or the proper boot sequence if there was no problem with the modem when it booted up. Figure 5 shows 192.168.100.1/logs.html.
Fig. 6 displays important information in regards to up and downstream and can be useful when troubleshooting intermittent sync problems or slow speed issues.
Downstream
Frequency is what MHz the downstream data is being sent. It could be anywhere from 1-860 MHz. This page displays this info in Hz.
Signal to Noise Ratio – levels should be between 27 –36db
Max Bitrate – this displays the maximum data transfer on the downstream (download speed), not what the modem is currently transferring. On this page the rate is displayed in bits/sec. The number should be around 1,000,000 bits (1 megabits).
Upstream
Frequency is what MHz the upstream data is being sent. It could be anywhere from 1-860 MHz. This is displayed in Hz.
Power level – levels should be between 8-58.
Min-Max Bitrate- the maximum level of data that can transferred on the return path. This is also measured in bits the transfer rate should be about 128,000 bps (128 kilobits).
Hope all this info helps. It's all right off our help page. Test it out then post what you find. Also there are a few references to pictures that I can't display of coarse. Good luck! Hope this all helps!