5 Messages
Connection (Ethernet and Wi-Fi) drops multiple times a day
The Issue:
My internet connection drops multiple times a day -- usually at least 3 or 4 times. I have my computer plugged directly into the gateway using an ethernet cable, but I encountered this issue with Wi-Fi as well. The connection will randomly drop (with the light remaining white (good status) for a few minutes), then the light will flash green or yellow, and connection will re-establish within 3-9 minutes. This is very disruptive to my work and I'd like to get it fixed as soon as possible.
Things I've tried:
- Letting the gateway reestablish connection by itself (as mentioned)
- Power cycling the gateway by disconnecting and reconnecting its power source
- Restarting the gateway from the admin tools "Troubleshooting" tab
- Verifying cables are connected snugly and have no visible signs of damage
Event Log Connection:
Comparing the times that I've lost connection to the event logs I've been able to pull, it seems like I get the following event log whenever the connection drops:
eRouterEvents[11505]: 72003001-eRouter is administratively disabled
Followed by the subsequent message when the connection is restored:
eRouterEvents[15784]: 72003004-eRouter enabled as Dual Stack
Specs and Troubleshooting Data:
System Hardware
Model: TG3482G
Vendor: ARRIS Group, Inc.
Hardware Revision: 13
Serial Number: 9712H17EBD28764
Processor Speed: 3999.62 MHz
DRAM Total Memory: 663 MB
DRAM Used Memory: 543 MB
DRAM Available Memory: 120 MB
Flash Total Memory: 12427 MB
Flash Used Memory: 12389 MB
Flash Available Memory: 38 MB
System Software Version
|
Downstream
|
Channel Bonding Value | |||||||||||||||||||||||||||||||||
| Channel ID |
20
|
4
|
12
|
28
|
1
|
2
|
3
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
29
|
30
|
31
|
32
|
0
|
193
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
543000000
|
435000000
|
483000000
|
591000000
|
417000000
|
423000000
|
429000000
|
441000000
|
447000000
|
453000000
|
459000000
|
465000000
|
471000000
|
477000000
|
489000000
|
495000000
|
507000000
|
513000000
|
519000000
|
525000000
|
531000000
|
549000000
|
555000000
|
561000000
|
567000000
|
573000000
|
579000000
|
585000000
|
597000000
|
603000000
|
609000000
|
615000000
|
724800000
|
|
| SNR |
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
40.946209
|
43.376591
|
40.946209
|
40.946209
|
43.376591
|
40.946209
|
40.946209
|
43.376591
|
43.376591
|
43.376591
|
43.376591
|
43.376591
|
43.376591
|
40.946209
|
43.376591
|
40.946209
|
43.376591
|
40.946209
|
40.946209
|
40.946209
|
43.376591
|
40.946209
|
40.946209
|
43.376591
|
40.946209
|
40.366287
|
40.946209
|
44.40 dB
|
|
| Power Level |
7.400002
|
6.699997
|
6.699997
|
6.900002
|
6.599998
|
7.199997
|
7.099998
|
6.300003
|
6.400002
|
6.699997
|
7.099998
|
7.000000
|
6.900002
|
6.599998
|
7.099998
|
6.900002
|
6.599998
|
7.000000
|
7.199997
|
7.199997
|
7.000000
|
7.300003
|
6.900002
|
6.900002
|
7.099998
|
7.300003
|
7.400002
|
7.099998
|
7.099998
|
7.000000
|
6.900002
|
7.000000
|
6.000000 dBmV
|
|
| Modulation |
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
QAM256
|
OFDM
|
|
|
Upstream
|
Channel Bonding Value | ||||||
| Channel ID |
17
|
22
|
21
|
20
|
19
|
18
|
|
|---|---|---|---|---|---|---|---|
| Lock Status |
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
Locked
|
|
| Frequency |
16400000
|
10400000
|
40400000
|
35600000
|
29200000
|
22800000
|
|
| Symbol Rate |
5120 KSym/sec
|
2560 KSym/sec
|
2560 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
5120 KSym/sec
|
|
| Power Level |
44.770599
|
45.260300
|
45.760300
|
45.270599
|
44.770599
|
44.770599
|
|
| Modulation |
64QAM
|
16QAM
|
64QAM
|
64QAM
|
64QAM
|
64QAM
|
|
| Channel Type |
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
US_TYPE_ATDMA
|
|
| CM Error Codewords | |||||||||||||||||||||||||||||||||
| Channel ID |
20
|
4
|
12
|
28
|
1
|
2
|
3
|
5
|
6
|
7
|
8
|
9
|
10
|
11
|
13
|
14
|
15
|
16
|
17
|
18
|
19
|
21
|
22
|
23
|
24
|
25
|
26
|
27
|
29
|
30
|
31
|
32
|
0
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Unerrored Codewords |
868672650
|
864948271
|
864942806
|
864948519
|
864943865
|
864948836
|
864948976
|
864942757
|
864949249
|
864949204
|
864951561
|
864949125
|
864952083
|
864950824
|
864957647
|
864958792
|
864959540
|
864959530
|
864960399
|
864960106
|
864960049
|
864960396
|
864960372
|
864959902
|
864960628
|
864961121
|
864966117
|
864967426
|
864967319
|
864965996
|
864966372
|
864966158
|
0
|
| Correctable Codewords |
414
|
374
|
383
|
357
|
675
|
330
|
330
|
328
|
427
|
397
|
358
|
390
|
444
|
565
|
337
|
325
|
328
|
325
|
279
|
265
|
373
|
385
|
343
|
368
|
329
|
480
|
713
|
313
|
610
|
446
|
640
|
564
|
0
|
| Uncorrectable Codewords |
2065
|
2145
|
2141
|
2172
|
1708
|
2205
|
2147
|
2177
|
1897
|
2036
|
2075
|
2008
|
1886
|
2163
|
2195
|
2169
|
2182
|
2237
|
1042
|
1229
|
2082
|
1854
|
2372
|
2044
|
2091
|
1964
|
1922
|
1136
|
991
|
2154
|
2000
|
1995
|
0
|
Event Logs:
| DHCPv4[15801]: 72001001-DHCPv4 Provision - Completed | 2023/10/7 09:38:36 | Informational |
| DHCPv6[15861]: 72001002-DHCPv6 Provision - Completed | 2023/10/7 09:38:33 | Informational |
| DHCPv6[15861]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 09:38:31 | Critical |
| DHCPv6[15861]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 09:38:31 | Critical |
| DHCPv6[15861]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Sat Oct 7 17:38:28 2023 | 2023/10/7 09:38:31 | Critical |
| DHCPv6[15861]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 09:38:30 | Critical |
| DHCPv6[15861]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 09:38:30 | Critical |
| eRouterEvents[15784]: 72003004-eRouter enabled as Dual Stack (router began reconnecting to internet) | 2023/10/7 09:38:28 | Informational |
| eRouterEvents[11505]: 72003001-eRouter is administratively disabled (connection lost here) | 2023/10/7 09:37:22 | Informational |
| DHCPv4[27024]: 72001020-DHCPv4 - IP Address Released | 2023/10/7 09:37:22 | Informational |
| eRouterEvents[11505]: 72003004-eRouter enabled as Dual Stack | 2023/10/7 09:37:21 | Informational |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 09:23:18 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 09:14:52 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 09:14:52 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 08:12:28 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 08:03:27 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 08:03:27 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 07:11:10 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 82 | 2023/10/7 06:54:13 | Critical |
| DHCPv6[27065]: 72001011-DHCPv6 - Missing Required Option 24 | 2023/10/7 06:54:13 | Critical |
No Responses!