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TilleyVanilli
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Message 1 of 32
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VM & WFH. ZScaler dropping connection.

on ‎30-05-2022 15:27

Hi, I’m on the VM200 package and trying to use ZScaler as part of my employers software.  I’m on a hub 3.0

for almost 2 years now on the VM100 package I’ve worked from home with no issues. Now over the last month it’s become unbearable with low connectivity speeds (Wi-Fi and cable) frequent disconnects. Even being the only one in the house. 

work IT blame VM saying if I had more upload it would be fine. But I’ve gone from VM100 to VM200 and it’s still trash. 

can anyone suggest where I should start looking to get this sorted. Thanks. 

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Andrew-G
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Re: VM & WFH. ZScaler dropping connection.

on ‎30-05-2022 15:50

Connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.

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TilleyVanilli
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Re: VM & WFH. ZScaler dropping connection.

on ‎30-05-2022 16:10

Welcome back

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12750000006.638256 qam18
22030000007.440256 qam9
32110000006.938256 qam10
42190000006.538256 qam11
52270000006.338256 qam12
62350000005.638256 qam13
72430000005.538256 qam14
82510000005.538256 qam15
92590000006.438256 qam16
102670000006.538256 qam17
112830000006.640256 qam19
122910000006.640256 qam20
132990000006.938256 qam21
14307000000738256 qam22
153150000007.640256 qam23
163230000007.840256 qam24
17331000000840256 qam25
18339000000840256 qam26
193470000007.940256 qam27
20355000000738256 qam28
213630000006.840256 qam29
223710000006.538256 qam30
233790000006.538256 qam31
243870000006.640256 qam32


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.9987756
2Locked40.31287411
3Locked38.91077909
4Locked38.9927801
5Locked38.9957805
6Locked38.61007855
7Locked38.9977852
8Locked38.91377650
9Locked38.91727486
10Locked38.91147923
11Locked40.32067580
12Locked40.32597334
13Locked38.91367966
14Locked38.96944756
15Locked40.95724592
16Locked40.35424608
17Locked40.35904514
18Locked40.35714444
19Locked40.91597109
20Locked38.96704056
21Locked40.312474166
22Locked38.99223570
23Locked38.914884408
24Locked40.36034643
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TilleyVanilli
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Re: VM & WFH. ZScaler dropping connection.

on ‎30-05-2022 16:11

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000245.8512064 qam2
23939998144.3512064 qam4
34620000445.8512064 qam3
46029999145.8512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0000
3ATDMA0000
4ATDMA0000
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TilleyVanilli
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Re: VM & WFH. ZScaler dropping connection.

on ‎30-05-2022 16:12

 

Network Log

Time Priority Description
30/05/2022 15:57:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:54:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:07:1Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:03:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:01:58Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:01:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:00:46Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 14:36:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2022 00:48:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 22:21:1noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/05/2022 22:21:1ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 21:49:14criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/05/2022 18:37:30noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/05/2022 00:08:34criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 20:48:37noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057+voc-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
20/05/2022 20:48:37ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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legacy1
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Message 6 of 32
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Re: VM & WFH. ZScaler dropping connection.

‎30-05-2022 16:22 - edited ‎30-05-2022 16:45

Put hub in modem mode test by wire should be fine.

---------------------------------------------------------------

BQM, Test for outgoing ports and SSL/L2TP VPN test

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Andrew-G
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Helpful Answer

Re: VM & WFH. ZScaler dropping connection.

on ‎30-05-2022 16:32

Ignore that advice from legacy1, that won't improve the broadband connection quality, which looks ropey judging by the high post-RS error counts.  Restart the hub, wait 12 or 24 hours, repost the downstream stats that show the error counts.  If that shows the post-RS counts are rising, then chances are you'll need a technician.  The only thing within your control to check is (before restating the hub!) to undo and remake the coax connections between the hub and the wall box, since high post-RS counts are sometimes a sign of faulty connection allowing radio frequency noise ingress.  

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TilleyVanilli
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Re: VM & WFH. ZScaler dropping connection.

on ‎30-05-2022 18:04

I've turned everything off, reconnected everything and turned it all back on.

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
12750000007.138256 qam18
22030000007.640256 qam9
32110000007.338256 qam10
4219000000738256 qam11
52270000006.638256 qam12
62350000006.138256 qam13
7243000000638256 qam14
82510000006.138256 qam15
92590000006.838256 qam16
10267000000738256 qam17
112830000007.140256 qam19
122910000007.140256 qam20
132990000007.438256 qam21
143070000007.540256 qam22
15315000000840256 qam23
163230000008.340256 qam24
173310000008.440256 qam25
183390000008.440256 qam26
19347000000840256 qam27
203550000007.540256 qam28
213630000007.138256 qam29
22371000000738256 qam30
23379000000738256 qam31
24387000000738256 qam32


Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked38.960
2Locked40.360
3Locked38.960
4Locked38.970
5Locked38.940
6Locked38.960
7Locked38.930
8Locked38.970
9Locked38.960
10Locked38.960
11Locked40.340
12Locked40.360
13Locked38.960
14Locked40.360
15Locked40.3180
16Locked40.3180
17Locked40.3180
18Locked40.3190
19Locked40.340
20Locked40.350
21Locked38.960
22Locked38.950
23Locked38.940
24Locked38.900
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TilleyVanilli
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Re: VM & WFH. ZScaler dropping connection.

on ‎30-05-2022 18:05

 
Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370006345.8512064 qam2
23940000743.8512064 qam4
34620002144.3512064 qam3
46030006845.8512064 qam1


Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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TilleyVanilli
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Re: VM & WFH. ZScaler dropping connection.

on ‎30-05-2022 18:06

 
Network Log
Time Priority Description
30/05/2022 17:13:0noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:40:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:30:41noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:30:14Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:27:26Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:26:7noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 16:11:11criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:57:4Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:54:18noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:07:1Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:03:20noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:01:58Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:01:4noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 15:00:46Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
30/05/2022 14:36:28noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/05/2022 00:48:45criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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