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Zoom Packet Loss - Event Logs

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Zoom Packet Loss - Event Logs

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

 

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Expert

Re: Zoom Packet Loss - Event Logs

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 ?



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Re: Zoom Packet Loss - Event Logs

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

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Expert

Re: Zoom Packet Loss - Event Logs

Please also answer these questions;

 

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

Is this a WiFi connection ?



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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New Poster

Re: Zoom Packet Loss - Event Logs

Arris XB6

Yes

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Expert

Re: Zoom Packet Loss - Event Logs

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.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!