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arturstrom
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Connection dropping while gaming

Hi all.

I'm a total noob on here, so please go easy!  I am hoping to find out if there is something I can do to fix this happening and am grateful for any suggestions this community can give me.

My son has been getting problems with his connection dropping several times a day disconnecting him from online games on his Xbox and also Skype chats.

Background info

We've got the full ginder Virgin package, 150Mb, SuperHub 2.  All the Network connections he is using are hardwired (he doesn't use WiFi for anything).

I ran a BQM for the last day which is here (please ignore the red bit, we had a fuse trip, nothing to do with this problem).

Network Logs below

Date

Time

Error Number

Error Description


25/05/2016 12:05:20 GMT 66050310 Auth Success - Web login successful. 
25/05/2016 12:05:09 GMT 90000200 CSFR Detect - Expired Content Submitted ; LAN Interface 
25/05/2016 12:05:08 GMT 66050310 Auth Success - Web login successful. 
25/05/2016 12:05:08 GMT 66050310 Auth Success - Web login successful. 
25/05/2016 12:05:02 GMT 90000200 CSFR Detect - Expired Content Submitted ; LAN Interface 
24/05/2016 19:43:03 GMT 68010302 DHCP WAN IP - 86.15.149.178 
24/05/2016 19:41:56 GMT 68000407 TOD established 
Time Not Established Time Not Established 84000510 Downstream Locked Successfully 
24/05/2016 12:00:45 GMT 68010100 DHCP RENEW sent - No response for IPv4 
24/05/2016 08:25:46 GMT 66050310 Auth Success - Web login successful. 
24/05/2016 08:25:46 GMT 66050310 Auth Success - Web login successful. 
24/05/2016 07:44:14 GMT 66050310 Auth Success - Web login successful. 
24/05/2016 07:44:14 GMT 66050310 Auth Success - Web login successful. 
23/05/2016 20:16:15 GMT 68010100 DHCP RENEW sent - No response for IPv4 
20/05/2016 13:25:24 GMT 82000200 No Ranging Response received - T3 time-out 
20/05/2016 13:25:23 GMT 82000200 No Ranging Response received - T3 time-out 
20/05/2016 13:25:22 GMT 82000200 No Ranging Response received - T3 time-out 
20/05/2016 13:25:21 GMT 82000200 No Ranging Response received - T3 time-out 
20/05/2016 13:25:19 GMT 82000200 No Ranging Response received - T3 time-out 
19/05/2016 00:50:51 GMT 68010302 DHCP WAN IP - 86.15.149.178 
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Superuser
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Re: Connection dropping while gaming

So we can help us to help you, can you

Go to your Superhub Log in screen

Do NOT log in.

Little button top right.....


Can you post Upstream, Downstream and Network logs.



Screen caps are nice, C&P will do- Don't stress about formatting if you C&P. Someone will get a look and see if there's anything obvious amiss.

Judging by teh BQm this will not show anything, but it never hurts to check.

What Xbox is it? 360? Xbox One?

Has the correct port forwarding been done on the hub?

 


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arturstrom
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Re: Connection dropping while gaming

Thanks Kippies.  My son has an Xbox One.  He had set-up the port forwarding previously but was still experiencing problems, he then did a factory reset on the router and hasn't set it up again since.  He also just mentioned that his PC is experiencing the loss of connection too.  That is also connected directly to the router.

All the logs requested included below.  Think the order got screwed up in the upload, sorry!

Downstream.PNGNetworkLog1.PNGNetworkLog2.PNGUpstream.PNG

 

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Superuser
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Re: Connection dropping while gaming

AS expected there is nothing terribly exciting there.

Your POST RS errors are too high, can you reset the counters and see if they increase over the next while?

Its one for staff- average response time 48 hrs, they need to run some diagnostics and see WHY the the post RS counters are climbing.

It might be worth a test in modem mode- you can only connect one device, run it for a while and see if you get the drops.

That would rule out the LAN side of the HUB as faulty if the results are the same..

 


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arturstrom
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Re: Connection dropping while gaming

Thanks again for your help. 

I'll reset the counters and see what happens while I wait for someone to get in touch.  Is there a tolerance level I should look for?

Will also try and give the modem mode a go (if I can persuade my son to drop the other connections!)

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Moderator
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Re: Connection dropping while gaming

Hi Arturstrom,

 

Welcome to the forum and sorry to hear you've been getting disconnections. I've just checked your connection from here and can see no issues. Your power levels, SNR and area contention are all healthy and the hub has been online for the last 3 days and 14 hours with no timeouts.

The next time you get a drop could you post the network log for us to take a look at?

It's definitely worth confirming if all devices drop at the same time or if they drop one at a time?


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arturstrom
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Re: Connection dropping while gaming

Hi, thank you, yes I will post a copy of the Network log next time it happens.

I just checked with my son, and when this happens it is on more than one device at the same time.  The BQM that I linked in my original post but have included again below seems to be showing that there has been 6 instances of packet loss in the last 24 hours.

BQM

Grateful for any assistance you can provide to sort this out.

 

 

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arturstrom
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Re: Connection dropping while gaming

Hi John_G / Kippies

I think we might have found the answer to the problem with drop outs, and it is a weird one!

My son uses a 6-gang and 4-gang extension cable to provide enough sockets for his PC, 3 x screens, Xbox etc.  The 6 gang socket is surge protected, the 4 gang socket is not.  His Xbox and PC are plugged into the 6-gang socket.  One of the other things that was plugged into the 4 gang socket was a mini fridge, and ne noticed that it seemed to be when the fridge's cooling mechanism kicked in with a little jolt, that was the same time that the connections dropped.  I think it must have been the impact of this on the other electrical items plugged into the same 2 wall sockets which was knocking the network out for some reason.

I was really surprised because we are using dedicated Ethernet cables directly back to the router rather than homeplugs or anything which might have relied on the electrical circuit in my house (which is all brand new).  It seemed weird that this could happen, but I am surmising that somehow the occasional extra draw of current from the same wall socket affected the other things fed from the same supply (even the ones which were supposedly protected by a surge protector)!

Thanks for your help with this!

 

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