Forum Discussion
All lights on front of modem keep going out!
Over the past 10 months my modem keeps going offline on a daily basis whenever internet is in use. The internet goes down and when I check the modem all the lights on the front are off. I have to r...
Liz-
Tech came out and was a helpful guy. He did not opt to replace the modem since it's been swapped twice already. He said he updated the software on my existing modem and he also found that the coupler that connects the indoor and outdoor coax runs between the modem and the satellite was lose. He tightened the connection and asked that I let him know if I continue to have problems. Due to it being winter, I'm at the property very little so it may be a while before I am able to confirm if I'm still having problems. I will post back once I get a chance to use the service again. Thanks!
-Kent
Liz-
I don't know for sure what else is on the circuit, but the only other devices plugged into the outlet are a small network switch and a wireless receiver for the internet connected weather station. I will be at the home this weekend and will verify what else is on the circuit. That said, there isn't anything that is turned on in the cabin when we are there that isn't normally turned on when we aren't there. No, I don't have a CB radio.
When the lights go out on the modem and the internet goes down, I can't access anything with wireless devices since the wireless goes offline immediately at the same time. As I mentioned in the above post, wired devices can't access internet either when the problem occurs. However, I don't recall if I have tried accessing the modem management at 192.168.42.1 via a wired device or not, so I will try that the next time it goes down.
Since I will be there this weekend, please let me know if there's anything else I can check. Thanks!
-Kent
Thanks Kent!
I have some troubleshooting steps to try when you get back to the cabin.
Try to use the internet until the connection drops. When this happens and the LEDs are off again, leave the modem alone. Give it 20 minutes to see if it will come back online on its own, so no rebooting.
If the modem never comes back online, check the state code in the SCC; it's best to try on a PC/laptop hardwired directly to the modem, same goes for trying the 42.1 address.
Finally, please have just the modem plugged into the wall outlet to see if the issue persists.
Let us know how it goes!
I wasn't able to make it to the cabin this past weekend as planned, so I will have to test the next time I'm there. Please keep this thread open. I'm not at the site very often but when I am this is a major frusteration. I will post an update as soon as possible with responses to your quesitons. Thanks!
All good, Kent, thanks for the update!
I was back at the cabin again, finally. I moved the modem's power source directly to the wall outlet. Later in the day it went offline like it always does (all lights are out on the front and internet went down). I took my laptop and hardwired directly to the modem. I didn't get an IP address via DHCP so I set a static IPs on my laptop for testing. I could not ping or otherwise access 192.168.42.1 or 192.168.0.1. However, I could still connect to other network devices that were connected to the back of the built-in 4-port switch on the modem. So when the modem goes "offline" the built-in network switch still passes traffic between devices, but the modem itself is not accessible and internet is offline. I waited nearly an hour to see if the modem came back online on it's own and it did not. I unplugged the power and plugged it back in, and as normal the modem came back online.
If it's not the power source and I've replaced the modem and power supply, what else can be causing this???
Good morning Kent,
I appreciate the update, this is pretty unusual. I'd like to get one of our modem experts here at corporate to have a look at that modem. Instead of sending another modem out, I'd like to get a tech out there to review the site and switch the modems. I'll have the tech ship the modem to our engineer so you don't have to worry about doing it yourself. Considering you're not always at this site, I won't set a particular appointment date, but rather the assigned local dealer will reach out to you to make arrangements. Is the number ending in 02 the best number for them to call you?
