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Author Topic: DIR-850L constant connection loss  (Read 5411 times)

buiatti

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DIR-850L constant connection loss
« on: November 25, 2015, 05:42:56 PM »

DIR-850L
Hardware Version : A1
Firmware Version : 1.13WW

For the last few months, I've been having some internet issues, that from time to time (almost once a day), any device connected to the router (WiFi or network cable), is not able to connect to the internet.

My ISP keeps saying that it's a problem in the router, as it's possible to connect to the internet if the network cable from the computer is directly connected to the modem, and once the cable is connected again to the router, the connections get back to normal. But somehow, I'm still able to connect and control the cable modem using my WiFi, and restarting it from it's control panel also solves the problem (until the connection is lost again).

My cable modem is a Motorola Surfboard, SB6141, and for the first 8 months, I had absolutely no problem, until I moved to my new apartment in June (kept the ISP but since it's in a different city, there is a different service provider for them).

Here is the log from the modem:

Nov 25 2015 18:16:32   4-Error   E108.0   SW upgrade Failed after download - SW File corruption
Nov 25 2015 18:16:09   6-Notice   E101.0   SW Download INIT - Via NMS
Nov 25 2015 18:15:53   5-Warning   Z00.0   MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=dc:45:17:a1:d1:9e;CMTS-MAC=68:ef:bd:86:36:61;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:21   3-Critical   R02.0   No Ranging Response received - T3 time-out;CM-MAC=dc:45:17:a1:d1:9e;CMTS-MAC=68:ef:bd:86:36:61;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14   6-Notice   N/A   Cable Modem Reboot due to power reset ;CM-MAC=dc:45:17:a1:d1:9e;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Nov 25 2015 14:49:54   3-Critical   R02.0   No Ranging Response received - T3 time-out;CM-MAC=dc:45:17:a1:d1:9e;CMTS-MAC=68:ef:bd:86:36:61;CM-QOS=1.1;CM-VER=3.0;
Nov 25 2015 06:31:59   4-Error   E108.0   SW upgrade Failed after download - SW File corruption
Nov 25 2015 06:31:36   6-Notice   E101.0   SW Download INIT - Via NMS
Nov 25 2015 06:31:21   5-Warning   Z00.0   MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=dc:45:17:a1:d1:9e;CMTS-MAC=68:ef:bd:86:36:61;CM-QOS=1.1;CM-VER=3.0;

Today, the modem was restarted at 6:31 and 18:15, as can be seen above.

Does anybody know if this error is really due to the router not being able to capture the IP from the modem, and or that the connection is lost? If so, what can be done to fix it?
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FurryNutz

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Re: DIR-850L constant connection loss
« Reply #1 on: November 25, 2015, 05:46:41 PM »

Link>Welcome!


  • What region are you located?
  • Are you wired or wireless connected to the router?
  • Has a Factory Reset been performed?
  • Was a Factory Reset performed before and after any firmware updates then set up from scratch?
  Link> >FW Update Process
  • Was the router working before any firmware updates?

I recommend that you have your ISP check the cabling going to the ISP modem, check signal levels going to the ISP modem. For DSL or Fiber service lines, ensure that the ISP is using good working phone or cable lines to the DSL modem and that the phone lines are filtered correctly. For cable Internet, RG-6 coaxial cable is needed, not RG-59. Check for t.v. line splitters and remove them as they can introduce noise on the line and lower the signal going to the ISP modem. I recommend having the ISP service physically check the lines going from the out side to the ISP modem. Connecting to the ISP modem could result in a false positive as the signal to the modem could be just enough to that point then adding on a router, could see problems. The router operation is dependent upon getting good data flow from the ISP modem and the modem is dependent upon getting good signal from the ISP Service.

Power OFF the ISP modem for 1 minute the back ON. Power OFF the router as well, turn on the router after the modem is back on and synced.
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"Nothing Funny about It...." We are not here to Impress anyone! You have a be a COMPETENT user first to under stand COMPETENT help!

buiatti

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Re: DIR-850L constant connection loss
« Reply #2 on: November 25, 2015, 06:15:56 PM »

I live in Canada - Oakville - Ontario.

I performed the firmware upgrade in the router after the problem started, and I only did that because my ISP keeps saying that the issue is with the router.

If there is any splitter, it's inside the walls, and the cable I'm using to the router, is the one that came in the box with it. And I only have the internet service, no landline phone nor cable TV.

I'll contact them once more, and see if I can have them check the signal here, as the issue is constant.

Thanks.
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buiatti

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Re: DIR-850L constant connection loss
« Reply #3 on: November 26, 2015, 10:41:12 AM »

I have sent the modem log to my ISP, and here is the response they gave.

"Hello,
 
Sorry to hear that you are experiencing issues with the internet connectivity. We notice from the account history, that you had complained about similar problems on two occasion and we determined that the Dlink router was either losing packets or its DHCP lease was expiring. We had checked the modem logs and signal and No RF related issues were found.
 
You can provide the Modem the Signal and Logs information once more, and we can check it over again.
 
Sincerely,
Ashish
VMedia Support Department
VMEDIA"

If the issue with the router, what can be done to fix this?
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FurryNutz

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Re: DIR-850L constant connection loss
« Reply #4 on: November 26, 2015, 10:48:32 AM »

I would swap out cable between the ISP modem and router.  Link> Cat6 is recommended.[/li][/list]

You might turn OFF both WiFi radios and connect a wired LAN PC to the router and see if problems still happens, if not then maybe issue could be wireless. If it still happens on wired then possible issue with the router.
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buiatti

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Re: DIR-850L constant connection loss
« Reply #5 on: December 04, 2015, 04:55:50 PM »

I have changed the cable between the modem and the router, but the issue kept happening. I had a Cat5e, and after replacing it for a Cat6, the issue even got worse, and I was needing to restart my router about 2 or 3 times a day.
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buiatti

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Re: DIR-850L constant connection loss
« Reply #6 on: December 04, 2015, 04:59:51 PM »

My girlfriend does not like using wireless, so she has a cable going from the router to her room, and it's a flat Cat5e. Would this cause any issue?

Also, since the beginning I had disabled the 5Gz wireless from the modem, and kept the 2.4Gz, as the signal is better. I also verified a band with less traffic, so I got it to improve the connection.

I'm trying with an older router, DIR-815, to see if the issue is the router, but I'm already not happy with the signal, as the connection with it is about 20Mbps slower for me while using wireless.
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FurryNutz

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Re: DIR-850L constant connection loss
« Reply #7 on: December 05, 2015, 09:23:12 AM »

Any chance to get a better quality cable?
You can remove this flat cable temporarily to see if any changes are seen...

I recommend disabling all wireless signals on the ISP modem if they are enabled.
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"Nothing Funny about It...." We are not here to Impress anyone! You have a be a COMPETENT user first to under stand COMPETENT help!