Forum Discussion

GW's avatar
GW
Advanced Tutor
5 years ago

Web Acceleration failing

Recently my HT2000W with current Software Version: 3.4.6.26 (M) has been going to failure on Web Acceleration showing yellow on System Status page link and showing the Down status and red X for Web Acceleration under System Status. This is with RSS of 80-90.

 

Under Diagnostics on the Advanced Configuration page it's been showing the red X virtually all the way across for DNS Acceleration (N) on both Hourly History and Current Hour History graphs.

 

I've been able to fix it momentarily by disabling/re enabling under Web Acceleration/Control. This would bring my System Status light back into the green for a little while but would go back to yellow and the red X very quickly. Resetting MBX seemed to have no effect.

 

I could only keep the Web Acceleration enabled for seconds early this morning so I bit the bullet and called in to Tech Support for a remote fix. After 40 minutes of going around in circles with phone rep, he finally sent some codes to the modem and helped the problem. I haven't seen yellow status and the red X for Web Acceleraration under System Status ever since but the Hourly and Current Hour graphs are still showing lots of red for the DNS Acceleration (N) item.

 

It works okay but the question is... does this type of problem indicate modem failure as a coming event? This modem has been in service for a few years.

HT2000W
web acceleration
  • Liz's avatar
    Liz
    5 years ago

    Hi GW,

     

    Good news, we got an update before we go into the weekend! Engineering has applied changes in your area, so please monitor performance for any improvement.

     

    Thanks,

    Liz

  • Remy's avatar
    Remy
    Moderator
    5 years ago

    GW,

     

    After running some diagnostics, I saw a few persistent errors recurring on the modem.. I definitely feel a new modem will resolve your issue, so I'll be sending one to you, with all fees waived. First let's see if a modem swap will do the job. You can use its box to return the old modem. For your convenience, the return label is included in the outer pouch. 

     

    Let me know how the new modem works out for you!

     

    Thanks,

    Remy

     

     

    • GW's avatar
      GW
      Advanced Tutor
      5 years ago

      Thank you. I'll be watching for it and will let you know.

      • GW's avatar
        GW
        Advanced Tutor
        5 years ago

        Hi Remy,

         

        The modem arrived today. Thanks. It looks well-used and came with user installed passwords but it activated ok and it works.

         

        It came with a weird set of diagnostic codes (0051-2000-0202-0480 and 0051-2005-1200-5126) and it's own array of red X's in the history graphs. Can you please have a look?

         

        Edit: It lost the 0051-2000-0202-0480 code and traded it in for 0000-2020-4802-0487. I have no idea how to research these now. It seems like the previous generations of modems had an explainer function built in.

         

        Remy