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DNS errors

Hi all

This has been happening for several months now and I’ve lost patience.

Every so often I get plagued by DNS errors (dns_probe_finished_no_internet and dns_probe_finished_nxdomain), if I disconnect and reconnect to the WiFi I can browse but then 2 minutes later I’ll have to do the same thing.

This will go on for an hour or so at a time then it’ll be fine. It happens across all devices but I mainly use my laptop while on the VM WiFi

Things I have tried, and none have solved it:

- using command prompt and all the standard commands like ipconfig/flushdns, netsh/winsockreset etc etc

- manually setting DNS Server to Google / Cloudflare etc, same thing happens eventually

-powering off and on, and latterly factory resetting the router (SuperHub2)

-turning off all firewalls / antivirus

If it was persistent or restricted to one device I’d think it was the device but I’m just wondering if this is to do with the router

Here are the stats – clearly can’t get a status when the DNS isn’t working:

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)323000000267000000275000000283000000291000000299000000307000000315000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID2417181920212223
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)2.142.521.932.701.381.321.961.94
RxMER (dB)36.8436.8436.6137.0936.8437.0937.3637.64
Pre RS Errors1869596623331439243689943101011
Post RS Errors301303290928320939277972

 

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID5234
Frequency (Hz)32600000537000004620000039400000
Ranging StatusSuccessSuccessAbortedSuccess
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)47.2551.0051.0051.00
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts60305290
T4 Timeouts00346670

 

First TimeLast TimePriorityError NumberDescription
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out
20/02/2020 19:42:22 GMT20/02/2020 19:42:22 GMTCritical (3)82000200No Ranging Response received - T3 time-out

 

 

 

 

 

 

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Message 2 of 10
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Re: DNS errors

The DNS errors are a red herring.

Looking at your logs and your upstreams would appear to indicate that you have issues on at 3 of your upstream channels as they are at 51dBmV which is close to the DOCSIS max allowable transmit power.

The T3's in the logs would corroborate this.

You need a tech visit IMHO.

Tim

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Re: DNS errors

Hi there @ajmcn82

 

Welcome to our forums and thanks so much for your first post - so sorry that you're having some issues with your broadband.

 

We're always grateful when a customer posts there logs, so thanks for popping them on our wall for us.

 

As our lovely VIP @ravenstar68 has advised, your logs do indicate that you have some issues on your upstreams - I have been able to locate your services from here and been able to confirm we are seeing the same errors. 

 

However, before we can go any further and potentially book a technician or new Hub, we can see that it has been over a month since your Hub has been rebooted.

 

Please can you go ahead and reboot the hub for me? Once we can confirm that this has been done, I can go ahead and go through the rest of the diagnostics and see what we need to do to get you back up and running again 🙂 

 

There are some further checks we may need to do with your channels but I don't want to make those changes before the reboot has refreshed the system. 

 

Cheers

Katie - Forum Team


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Re: DNS errors

Hi @Katie_WT

I'm pretty sure I had rebooted it in that period but since your post I've since reset the router via the pinhole and the back and powered off at the wall as well.


Thanks

 

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Message 5 of 10
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Re: DNS errors

That's perfect @ajmcn82 - cheers for doing that. 

 

I can see that the Pinhole has reset the data this end too - the errors have since cleared but I'm unable to check the WiFi data as it's still loading. 

 

Can you monitor it over the next 12/24 hours for me and pop back tomorrow (we'll be back from 8am) and we can take another look and see if we can connect to go through the rest of the checks? 

 

Cheers

Katie - Forum Team


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Re: DNS errors

@ajmcn82 personally, I wouldn't like to bet on a simple reset fixing this one - but you never know!

It would be interesting to see what your upstream stats are like now following the restart.

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Re: DNS errors

Hi, here are the upstream and network log stats post reset...

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.02.02.0
Channel ID4235
Frequency (Hz)39400000537000004620000032600000
Ranging StatusSuccessSuccessTimeout T4Success
Modulation64QAM64QAM64QAM64QAM
Symbol Rate (Sym/sec)5120000512000051200005120000
Mini-Slot Size2222
Power Level (dBmV)49.7551.0049.7547.25
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts10730
T4 Timeouts001480

 

Network Log

First TimeLast TimePriorityError NumberDescription
23/02/2020 17:19:41 GMT23/02/2020 17:19:41 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:19:11 GMT23/02/2020 17:19:11 GMTCritical (3)82000500Started Unicast Maintenance Ranging - No Response received - T3 time-out
23/02/2020 17:18:51 GMT23/02/2020 17:18:51 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:18:21 GMT23/02/2020 17:18:21 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:17:51 GMT23/02/2020 17:17:51 GMTCritical (3)82000500Started Unicast Maintenance Ranging - No Response received - T3 time-out
23/02/2020 17:17:31 GMT23/02/2020 17:17:31 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:17:01 GMT23/02/2020 17:17:01 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:16:31 GMT23/02/2020 17:16:31 GMTCritical (3)82000500Started Unicast Maintenance Ranging - No Response received - T3 time-out
23/02/2020 17:16:11 GMT23/02/2020 17:16:11 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:15:41 GMT23/02/2020 17:15:41 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:15:11 GMT23/02/2020 17:15:11 GMTCritical (3)82000500Started Unicast Maintenance Ranging - No Response received - T3 time-out
23/02/2020 17:14:51 GMT23/02/2020 17:14:51 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:14:21 GMT23/02/2020 17:14:21 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:13:51 GMT23/02/2020 17:13:51 GMTCritical (3)82000500Started Unicast Maintenance Ranging - No Response received - T3 time-out
23/02/2020 17:13:31 GMT23/02/2020 17:13:31 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:13:01 GMT23/02/2020 17:13:01 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:12:31 GMT23/02/2020 17:12:31 GMTCritical (3)82000500Started Unicast Maintenance Ranging - No Response received - T3 time-out
23/02/2020 17:12:11 GMT23/02/2020 17:12:11 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:11:41 GMT23/02/2020 17:11:41 GMTCritical (3)82000400Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
23/02/2020 17:11:11 GMT23/02/2020 17:11:11 GMTCritical (3)82000500Started Unicast Maintenance Ranging - No Response received - T3 time-out

 

 

 

 

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Re: DNS errors

As I thought, it'll start to fail again soon, the upstream still isn't at all happy - as @ravenstar68 rightly said a couple of days ago, you'll need an engineer visit before too long!

@Katie_WT it's probably a bit late to do anything now, but this is going to need a visit to fully resolve.

John

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Re: DNS errors

I think it may need a tech visit to rule out anything in the house as causing the issue too

What we see is looking at the channel ID's

Channel 5 - 47.25
Channel 2 - 51.0
Channel 4 - 49.75
Channel 3 - 49.75

We're also seeing high numbers of T3 - Usually indicating upstream issues and T4 - usually indicating downstream issues - timeouts.

I rather suspect we're looking at upstream noise on channels 2,3 and 4 as high power levels on the upstream indicates that the hub is having trouble talking to the CMTS and is shouting to make itself heard.  I think that if we left it channels 4 and 3 will creep up closer to 51.0 dBmV as well.  Normally the channels transmit levels have to match to a certain degree as well as if they are too far out we get a Dynamic Range Window Violation - but the levels aren't disparate enough to cause this at the moment.

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Re: DNS errors

Hello ajmcn82

 

Thanks for taking the time to post on the forum and welcome to the community. Disappointing to hear of the broadband issues but thank you for posting all of the additional information and to ravenstar68 for looking over this for us.

 

It does seem to be something we need to take a closer look at so I'm going to send you a private message to get some additional details from you.

 

Looking forward to hearing back form you to get the ball rolling.

 

Rob

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