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Intermittent System Disconnects

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Freshman

Re: Intermittent System Disconnects

Thank you, I anxiously await the next update.

 

Thank you,

Lawrence

Moderator

Re: Intermittent System Disconnects

Hi Lawrence,

 

We received an update after this was escalated past both those teams to the Senior Director of Software Engineering who recommended we swap out the modem. I think we were all assuming the modem had already been swapped out because we'd sent the tech out twice, but in reality we did not tell them to change the modem.

 

He states the uplink errors are actually stemming from a loss of downlink (receive) signal, which is brief, but it seems to be creating a snowball effect. The modem will be expedited and should be there in a couple of days. 

 

Thanks,

Amanda

Freshman

Re: Intermittent System Disconnects

Thank you, hoping this works!

 

Lawrence

Moderator

Re: Intermittent System Disconnects

Hi Lawrence,

 

Just wanted to check in, I see the box hasn't made it to you. I'm not sure if its a delay in our warehouse or a weather delay, but you should receive it soon. 

 

Thanks

Amanda

Freshman

Re: Intermittent System Disconnects

Hi Amanda,

 

It came in today and I installed it as soon as I got home. It is significantly better, but still not 100%. I have added a screenshot of the full hour after the install finished.

 

Current Hourly History 03-22 1700-1755.PNG

I will continue to monitor on my end, but it still is not fully fixed.

 

Thank you,

Lawrence

Moderator

Re: Intermittent System Disconnects

Hello - great! Did you lose connectivity at all or is it just that one 5 minute interval?

Freshman

Re: Intermittent System Disconnects

It got progressively worse over the next couple hours. I didn't think to take a screenshot, but right before I went to bed last night about half of the 5 minute intervals were Red Xs for the last hour I was monitoring.

 

Thanks,

Lawrence

Moderator

Re: Intermittent System Disconnects

Hi Lawrence - I think something else is at play here. I'll call the engineer on the case tomorrow to review your system with him. 

 

~Amanda

Freshman

Re: Intermittent System Disconnects

Thank you for your help Amanda.

 

Lawrence

Freshman

Re: Intermittent System Disconnects

Hi Amanda,

 

Haven't heard anything in a week and the disconnects continue. Has there been any movement on this issue?

 

Here is the current Hourly History that I just checked on. Haven't been very active this hour as I was bouncing back and forth to my computer to put my kids to bed. But there were a couple drops there. There are more than just the ones shown, but they don't seem to be long enough to pop up on the Hourly History for some reason.

 

Current Hourly History 04-02 2030-2125.PNG

Hope to hear something soon.

 

Thank you,

Lawrence