Zoom Packet Loss - Event Logs

[pmchrislee]

Packet loss with Zoom video and audio. Gateway event logs showing errors. 

[Harvester][2791]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting
2020/8/18 10:50:59 Notice

ti_dhcp6c[9240]: 72001011-DHCPv6 - Missing Required Option 82
2020/8/18 10:49:52 Critical

ti_dhcp6c[9240]: 72001011-DHCPv6 - Missing Required Option 24
2020/8/18 10:49:52 Critical

ti_dhcp6c[9240]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Tue Aug 18 18:49:51 2020
2020/8/18 10:49:52 Critical

ti_dhcp6c[9240]: 72001015-DHCPv6 Failed - No Prefix Available
2020/8/18 10:49:51 Critical

ti_dhcp6c[9240]: 72001014-DHCPv6 Failed - No Address Available
2020/8/18 10:49:51 Critical

ti_dhcp6c[9240]: 72001011-DHCPv6 - Missing Required Option 82
2020/8/18 10:49:51 Critical

ti_dhcp6c[9240]: 72001011-DHCPv6 - Missing Required Option 24
2020/8/18 10:49:51 Critical

DHCPv4[8389]: 72001001-DHCPv4 Provision - Completed
2020/8/18 10:49:46 Informational

ti_dhcp6c[27534]: 72001011-DHCPv6 - Missing Required Option 82
2020/8/17 00:31:05 Critical

ti_dhcp6c[27534]: 72001011-DHCPv6 - Missing Required Option 24
2020/8/17 00:31:05 Critical

ti_dhcp6c[27534]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Mon Aug 17 08:31:04 2020
2020/8/17 00:31:05 Critical

ti_dhcp6c[27534]: 72001015-DHCPv6 Failed - No Prefix Available
2020/8/17 00:31:04 Critical

ti_dhcp6c[27534]: 72001014-DHCPv6 Failed - No Address Available
2020/8/17 00:31:04 Critical

ti_dhcp6c[27534]: 72001011-DHCPv6 - Missing Required Option 82
2020/8/17 00:31:04 Critical

ti_dhcp6c[27534]: 72001011-DHCPv6 - Missing Required Option 24
2020/8/17 00:31:04 Critical

DHCPv4[26771]: 72001001-DHCPv4 Provision - Completed
2020/8/17 00:31:03 Informational

DHCPv4[8712]: 72001020-DHCPv4 - IP Address Released
2020/8/17 00:29:58 Informational

[EG]

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

[pmchrislee]

IndexLock StatusFrequencySNRPower LevelModulation

Downstream	Channel Bonding Value
20	0	8	9	10	11	12	13	14	15	16	17	18	19	21	22	23	24	25	26	27	28	29	30	31	32	33	34	35	36	37	38
Locked	NotLocked	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
525000000		447000000	453000000	459000000	465000000	471000000	477000000	483000000	489000000	495000000	507000000	513000000	519000000	531000000	537000000	543000000	549000000	555000000	561000000	567000000	573000000	579000000	585000000	591000000	597000000	603000000	609000000	615000000	621000000	627000000	633000000	713600000
38.605377		37.636276	37.636276	38.605377	38.605377	37.636276	37.636276	38.983261	38.605377	37.636276	37.636276	37.636276	37.636276	37.636276	37.636276	38.257755	37.636276	37.636276	38.605377	37.636276	37.636276	37.636276	37.636276	37.636276	37.636276	37.355988	37.636276	37.636276	37.636276	37.355988	37.636276	NA
8.699997		9.199997	8.900002	8.900002	9.000000	8.800003	8.800003	8.800003	8.699997	8.699997	8.800003	9.000000	8.800003	8.500000	8.199997	8.500000	8.900002	8.900002	8.900002	8.699997	8.599998	8.300003	8.099998	8.000000	8.199997	8.599998	8.599998	8.599998	8.800003	9.199997	9.300003	NA
QAM256	UNSUPPORTED	QAM256	QAM256	QAM256

IndexLock StatusFrequencySymbol RatePower LevelModulation

Upstream	Channel Bonding Value
1	2	3	4	5
Locked	Locked	Locked	Locked	Locked
22800000	29200000	35600000	40400000	16400000
5120 KSym/sec	5120 KSym/sec	5120 KSym/sec	2560 KSym/sec	5120 KSym/sec
37.020599	37.020599	38.020599	36.510300	37.020599
64QAM	64QAM	64QAM	64QAM	64QAM

Xfinity XB6-A. 

Yes

[EG]

Please also answer these questions;

What is the exact make and model number of the modem ?

Is this a WiFi connection ?

[pmchrislee]

Arris XB6

Yes

[EG]

The signal stats are o/k. 

For a test, does a computer / device hardwired directly to the XB6 with an ethernet cable have the same problem ?

With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before we proceed any further.