Intermittent internet loss Status Code 12.7.1 A transient problem has occurred

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Liz wrote:

That's wonderful to hear, John! Thank you for taking the time to post in the community and to share your thoughts, it's good to see. I'm glad to have helped, please don't be a stranger.

 

This was my first time interacting with the community in conection with a problem, and I'll definitely visit it regularly; looks to be a great place to learn.

Gen5 is good so far.  With TestMy.net we're seeing 20 Gbps download and 1.4 Gbps upload, a significant improvement versus Gen4.  Thanks again, Liz. 

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MSmith wrote:

Liz,

Here's hoping that an answer is found and a fix is installed.  Along with a clear explaination of why and how.  After all we users do pay the bills.

 Thanks for any help,

Michael

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Ditto, Michael.  

I would suggest that it could be helpful if you, MSmith, and anyone else experiences this problem were to report the date, time, duration, modem status code (12.7.1), and your general location for each occurrence observed.  If I were Liz, I think these data could possibly be of use.

Also, following the two occurrences yesterday, we've not observed any more. If there were one or two a day, I wouldn't consider it a significant, though it would be helpful to understand what and why.  However, when it happens 5 times an hour over a span of several hours, accompanied by wide fluctions in download speed tests run back-to-back, that is another matter entirely because it renders the service essentially unuseable. Luckily that has not been happening for the past several days, but our concern is that in the absence of a root cause or correction action, there is no reason we might not expect it to happen frequently again any time.

Hi John,

Good to hear it hasn't been happening frequently lately, but I agree, we do want to see what could be the cause of the disconnects before and address that.

Hi folks,

Just letting you know we're still tracking down the possible root cause of the disconnects. I'll keep you posted on our progress.

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Liz wrote:

Hi folks,

 

Just letting you know we're still tracking down the possible root cause of the disconnects. I'll keep you posted on our progress.

 

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Thanks so much, Liz.  I really appreciate your effort.  We have been down to 1 or 2 a day which, for me, does not present a significant problem, versus the 4-5 per hour and associated sporadic extreme minute-to-minute variation in ltra slow download speeds.  

We almost made it through today without any observed, but there was one at about 7:13 pm CDT that resolved itself in about 5 minutes without action on our part.  I have not re-booted the modem since you so instructed.  I'm looking forward to hearing the results of your investigation.

I hope you will continue to record incidents as they occur in this thread.  My problem about two weeks ago started out at a high frequency like yours accompanied by extreme variation in download speeds over a brief period; e.g., from 200 kbps to 10Gbps within the space of 5 or 10 minutes, jumping back and forth.  They scheduled a tech visit but then the system returned to normal.  Then it started up again and they sent me a new modem.  Thought that solved it but after a day it started again, albeit at reduced frequency.

For the past several days we have been observing one or two incidents per day.  One today at 3:50 pm CDT. "12.7.1 A transmit problem has occurred". Resolved itself after about five minutes.  Liz said they will be monitoring in an effort to identify the root cause and that I should not reboot my modem.

Hi John,

Thank you for this latest update, I've let the engineer know and he will do some additional monitoring on your site now that we've gathered more specifics from your modem. I do appreciate your cooperation and patience as we work on this.

Outtage at 8:45 am this morning, 3/21/17, in the middle of a financial transaction - 12.7.1 A transmission problem has occurred. I guess I'll have to start using my cell phone as a hot spot for financial transactions until this gets resolved because Hughesnet has become too unreliable.  We lose our phone service when it goes out too so we have to rely on cell phones for anything of importance now.  

Just curious...

For the ones having 12.7.1 come up, are you uploading anything at all when this happens?  Posting a picture to facebook or sharing things with friends on messenger, or anything that would result in data being uploaded in a decent quantity?

Just to add a little something, if this error can be triggered by a level of upload activity do you KNOW what devices are connected at the time of the error occurance and are your running software such as Glasswire that will show the time, amount, direction and program or process that is using data?

Hi cmw8r8,

Welcome to the community and thanks for posting! If you're still observing issues with your system performance after your site visit, please start a new thread. I'm hoping the tech replaced your radio because when I ran diagnostics on your site earlier, they indicated that your radio may have gone bad.

Hi everyone, especially John, Michael, and cmw8r8, 

Our engineers confirmed a timing issue affecting your beams, 21 and 29. A fix for this has been recommended to the network engineers, but the implementation date has yet to be determined. Once I get word on when this will roll out, I will let you know.

Thank you again for providing details, this helped us greatly. I'll keep you posted. 

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Liz wrote:

Hi everyone, especially John, Michael, and cmw8r8, 

 

Our engineers confirmed a timing issue affecting your beams, 21 and 29. A fix for this has been recommended to the network engineers, but the implementation date has yet to be determined. Once I get word on when this will roll out, I will let you know.

 

Thank you again for providing details, this helped us greatly. I'll keep you posted. 

 

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Thank you so much.  It is GREAT to finally have a root cause.  We look forward to resolution.  

It may help to continue documenting events so today, 8:50 am CDT 3/22/17 12.7.1 A transmit problem has occurred.  Down for five minutes.

1:35 pm CDT 3/22/17 "12.7.1 A transmit problem has occurred" while watching a YT video.  Resolved in about 5 minutes.  I will continue reporting when I observe an occurrence, but I'm only using the internet part of the time, of course.  

Great, thanks John!

3/23/17 at 5:55 am CDT "12.7.1 A transmit problem has occurred".  Resolved itself in about five minutes

Good morning,

The fix was rolled out this morning on beams 21 and 29. Please monitor your performance over the next few days and let me know if you see any significant improvement. 

Your cooperation, patience, and understanding are much appreciated.

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Liz wrote:

Good morning,

 

The fix was rolled out this morning on beams 21 and 29. Please monitor your performance over the next few days and let me know if you see any significant improvement. 

 

Your cooperation, patience, and understanding are much appreciated.

 

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Thanks so much for sticking with this, Liz.  Customer service like this fosters customer loyalty.  We noted three instances of the issue yesterday, 3/23/17.  They occurred at 5:55 am, 6:22 am, and 10:10 am?(I forgot to note am or pm and now don't recall which it was).  In all cases, the 12.7.1 status code was observed and the problem resolved itself after about five minutes.   

We have decided to switch to Gen5, and the technician visit is scheduled for Monday morning.  But I will continue to monitor our situation until then as you've requested and I'll provide you with an incident report covering the intervening period. Hopefully it will be zero, and I hope this resolves the issue for all of the others who've experienced it. Intermittent, inpredictable problems like this are particularly hard to diagnose.

Thanks again.

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Liz wrote:

Hi John,

 

I really appreciate you continuing to monitor your performance over the weekend even though you're getting Gen 5 Monday. Your feedback would be useful to our engineers and would further validate that the fix was effective. 

 

Also, thank you for your compliment, it means a lot to me.:cathappy: Don't hesitate to post back in the community about your Gen 5 experience, and let us know if you have any other concerns.

 

Well, no instances were observed since yesterday morning (3/24/17) when the engineering change was implemented. That's great. If this lasts today and tomorrow, I think we'll be able to say with a high degree of confidence that the engineering change has resolved the problem, and I'll be able to click on the "resolved" button before moving on to Gen5.  Hopefully the other folks who have been reporting this problem will provide their feedback as well.

 

So far. so good !!

 

We are in an age of acceleration in technology, and I think we are often construing our experience upon the model of our experience with purely mechanical systems -- products like toasters and refrigerators. But when we stop for a moment to consider just what is going on with a system like Hughesnet, it's actually kind of breathtaking that it works at all, let alone as reliably as it does.

 

So problems in such a profoundly complex system are to be expected.  What makes this into a viable commercial enterprise then is the ability of the human parts of the system to interact in recoginzing and correct problems when they occur, as they inevitabely will.  And for me, as long as I can see that happening, it's far less important that it happens in the first place or that it isn't fixed instantly.  

 

In working through this particular case, I've experienced a wide spectrum of responses ranging from the initial "technical service" phone responses "we're sending you a new modem" and "we don't know what the problem is and we can't do anything to fix it" and "what do you want me to do - I'm not a technician.  well can you transfer me to one? no, I'm afraid that won't be possible." to my last ditch decision to try posting the problem here on the Community and then finding out it was not just me and being fortunate enough to get Liz's attention.

 

In conclusion, we're all part of something that is quite complex, and a lot can go wrong, both in the technology and on the human side.  We must give kudos to Hughesnet to operate a business within such as context !   

 

Final report on this problem, first thing Monday morning.  I'm keeping my fingers crossed.

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"We are in an age of acceleration in technology, and I think we are often construing our experience upon the model of our experience with purely mechanical systems -- products like toasters and refrigerators. But when we stop for a moment to consider just what is going on with a system like Hughesnet, it's actually kind of breathtaking that it works at all, let alone as reliably as it does."

Yes, exactly! Well put.