Zoom - Your Internet Connection Is Unstable (again, sorry)

[drm01]

Mac M1 mini, MacoS 11.6, 16GB, Zoom Pro 5.8.4 (2421), wired ethernet to Asus AC-68 (latest firmware) into SH4 in modem mode

300mbps service, generally ok

I have regular zoom client calls to the US and recently they have become unusable do to drop outs and freezes. The 'unstable connection' message is a regular feature. This is having a big negative impact on my business and would like to understand what's happening and resolve it.

BQM from yesterday below.

Do I need to ditch Zoom? Get in a dedicated copper line from BT? Any help gratefully received.

[jbrennand]

BQM doesnt look too bad... no evidence of any obvious disconnects there. Have you tried putting the Hub back into normal router mode and connecting the mini durectly into the Hub and see whether the issues remain? Just to rule out whether the issue is with the Asus connection?

Also are you using a VPN?

[drm01]

Hi John

Thank you for the reply. I’ll try reverting to SH4 router mode. No VPN in use.

kind regards

dave

[Adduxi]

Slightly “busy” BQM at peak evening hours. Post your power levels and network log please. 

[drm01]

I haven't done this before so I hope I'm providing the correct information. Thank you very much Adduxi for offering to look at the data - I appreciate the time it will take you to review it. 

As per John's suggestion I have reset the superhub to a router from modem and disabled the wireless. All devices are connected via ethernet or Ubiquiti access points. I spent a long time trying to get to 192.168.0.1 after the reset via my Mac, but in the end needed to connect a windows machine to access the device.

[jbrennand]

Difficult to see/read screen shots - can you do it again this way...
_______________________________

Just copy/paste as the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 pages from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again. If character limits are “exceeded” - or just do two posts

[drm01]

Network Log

Time Priority Description

Thu 01/01/1970 00:01:28	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Thu 16/12/2021 21:34:26	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Thu 01/01/1970 00:01:22	3	No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Thu 16/12/2021 21:53:45	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Thu 16/12/2021 22:05:20	6	CM-STATUS message sent. Event Type Code: 23; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Thu 16/12/2021 22:24:08	5	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Thu 16/12/2021 22:24:14	3	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[drm01]

Refresh data

3.0 Downstream channels

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

25	330750000	6.5	40.4	QAM256	25
10	210750000	8.8	40.9	QAM256	10
11	218750000	8.7	40.9	QAM256	11
12	226750000	8.7	40.4	QAM256	12
13	234750000	8.3	40.4	QAM256	13
14	242750000	8.3	40.9	QAM256	14
15	250750000	8.1	40.4	QAM256	15
16	258750000	7.7	40.4	QAM256	16
17	266750000	7.8	40.9	QAM256	17
18	274750000	7.8	40.4	QAM256	18
19	282750000	7.7	40.9	QAM256	19
20	290750000	8	40.4	QAM256	20
21	298750000	7.5	40.4	QAM256	21
22	306750000	6.6	40.4	QAM256	22
23	314750000	6.9	40.4	QAM256	23
24	322750000	6.7	40.4	QAM256	24
26	338750000	6.9	40.4	QAM256	26
27	346750000	6.5	40.9	QAM256	27
28	354750000	6	40.4	QAM256	28
29	362750000	6.4	40.4	QAM256	29
30	370750000	6.2	40.4	QAM256	30
31	378750000	5.6	40.4	QAM256	31
32	386750000	5.8	40.4	QAM256	32
33	394750000	5.5	40.4	QAM256	33
34	402750000	4.9	40.4	QAM256	34
35	410750000	5	40.4	QAM256	35
36	418750000	4.8	39	QAM256	36
37	426750000	4.3	39	QAM256	37
38	434750000	4.6	39	QAM256	38
39	442750000	4.9	40.9	QAM256	39
40	450750000	4.7	40.4	QAM256	40

3.0 Downstream channels

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

25	Locked	40.366287	0	0
10	Locked	40.946209	0	0
11	Locked	40.946209	0	0
12	Locked	40.366287	0	0
13	Locked	40.366287	0	0
14	Locked	40.946209	0	0
15	Locked	40.366287	0	0
16	Locked	40.366287	0	0
17	Locked	40.946209	0	0
18	Locked	40.366287	0	0
19	Locked	40.946209	0	0
20	Locked	40.366287	0	0
21	Locked	40.366287	0	0
22	Locked	40.366287	0	0
23	Locked	40.366287	0	0
24	Locked	40.366287	0	0
26	Locked	40.366287	0	0
27	Locked	40.946209	0	0
28	Locked	40.366287	0	0
29	Locked	40.366287	0	0
30	Locked	40.366287	0	0
31	Locked	40.366287	0	0
32	Locked	40.366287	0	0
33	Locked	40.366287	0	0
34	Locked	40.366287	0	0
35	Locked	40.366287	0	0
36	Locked	38.983261	0	0
37	Locked	38.983261	0	0
38	Locked	38.983261	0	0
39	Locked	40.946209	0	0
40	Locked	40.366287	0	0

[drm01]

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)

159

96

4K

1880

QAM4096

759

3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)

159

Locked

39

1

364859416

0

Refresh data

3.0 Upstream channels

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

1	39400000	41.8	5120 KSym/sec	64QAM	4
2	46200000	41.8	5120 KSym/sec	64QAM	3
3	53700000	42.3	5120 KSym/sec	64QAM	2
4	60300000	42.8	5120 KSym/sec	64QAM	1

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	US_TYPE_STDMA	0	0	0	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	1	0

[drm01]

I hope I did that right. Thank you for your patience!