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Message 1 of 27
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Cannot connect to any Zoom meetings.

I cannot connect to any Zoom meeting with Virgin Media. Error code 104114. This is at ISP level.

I do not have Child Safe mode enabled. I have rebooted my router/hub. Zoom works fine if I use my phone hotspot via 4G. 

This does not work no matter if it is WiFi or ethernet to the hub.

I have Virus Safe mode enabled. 

Please advise. Thanks

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Alessandro Volta
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Message 2 of 27
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Re: Cannot connect to any Zoom meetings.

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 3 of 27
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Re: Cannot connect to any Zoom meetings.

I already run a BQM - live graph below.

 

MY BQM 

 

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Alessandro Volta
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Message 4 of 27
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Re: Cannot connect to any Zoom meetings.

I don't know whether you know about Zoom routing.

Everything goes via its servers in the USA even if you are Zoom meeting with someone in the next room.

Add the latency that this causes to a poor* BB connection can cause havoc.

* we don't know what your WAN connection is like until we see the BQM.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo
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Message 5 of 27
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Re: Cannot connect to any Zoom meetings.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14110000002.538256 qam31
22030000002.938256 qam9
32110000002.738256 qam10
42190000002.738256 qam11
52270000002.738256 qam12
62350000002.738256 qam13
72430000002.538256 qam14
82510000002.438256 qam15
92590000002.238256 qam16
10267000000238256 qam17
112750000001.938256 qam18
12283000000238256 qam19
132910000001.738256 qam20
142990000001.738256 qam21
153070000001.738256 qam22
163150000001.738256 qam23
173230000001.738256 qam24
183310000001.938256 qam25
193710000002.238256 qam26
203790000002.238256 qam27
213870000002.238256 qam28
223950000002.538256 qam29
234030000002.538256 qam30
244190000002.438256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.960
2Locked38.940
3Locked38.970
4Locked38.650
5Locked38.660
6Locked38.640
7Locked38.670
8Locked38.940
9Locked38.950
10Locked38.950
11Locked38.660
12Locked38.640
13Locked38.660
14Locked38.650
15Locked38.650
16Locked38.950
17Locked38.940
18Locked38.950
19Locked38.950
20Locked38.650
21Locked38.6120
22Locked38.940
23Locked38.960
24Locked38.900
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Message 6 of 27
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Re: Cannot connect to any Zoom meetings.

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

16030001431.3512064 qam9
23939999631.3512064 qam12
34620005831.3512064 qam11
45370000731.3512064 qam10



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 7 of 27
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Re: Cannot connect to any Zoom meetings.

Network Log

Time Priority Description

01/11/2020 20:45:49noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 18:41:4noticeNOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 16:51:42criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 08:13:20noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/11/2020 08:13:20ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
31/10/2020 11:09:12criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 18:53:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/10/2020 18:53:16Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2020 03:23:31criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 20:13:19noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2020 20:13:19ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 18:36:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 08:13:18noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/10/2020 08:13:18ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/10/2020 05:59:43criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 21:13:17noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/10/2020 21:13:17ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/10/2020 12:08:22criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 09:13:16noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/10/2020 09:13:16ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 8 of 27
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Re: Cannot connect to any Zoom meetings.

And yea, i have a Live BQM already which I run all the time, case you missed it, as we posted at the same time.

MY LIVE BQM 

 

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Alessandro Volta
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Message 9 of 27
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Re: Cannot connect to any Zoom meetings.

This is the description of the error Zoom provides:

Connectivity issues with Zoom's servers.

If you are on a network with a firewall or a proxy, contact a network administrator to check your firewall and proxy settings.

An antivirus software like AVG may be blocking your connection to Zoom. Disable the service and try again.

Check with your Internet service provider that you can connect to the Zoom service.


*****
If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!!
I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
Office 365, Dynamics CRM and Cloud Computing Jedi
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Alessandro Volta
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Message 10 of 27
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Re: Cannot connect to any Zoom meetings.

I think your Upstream Power Levels are a bit low.

Hopefully one of the VIPs will be along to pass comment.

***********************************************************************************************************************************

Mike Robinson
Semi-Retired Aircraft Engineer & Computer Based Training and Learning Designer for many of the world's Military Arms.

My Broadband Ping - Mike Robbo