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TICKET ARCHIVE -> Intermittent Loss of Connection
sebcarroll - Apr 14, 2006 - 8:50 pm
Dear MacosX.com
About every hour or two, just for five or ten seconds, my internet connection goes down. It doesn't seem to be my wireless connection, which still registers full coloured bars, although I seem to lose all connection - email, browser, everything.
Do you have any idea what may be causing this? I should add that I've recently added a wireless printer to the equation, although it seems to work fine.
I'm baffled by the problem, and loath to change any settings for fear of losing my connection altogether.
Any help would be most gratefully appreciated.
Many thanks.
Seb
About every hour or two, just for five or ten seconds, my internet connection goes down. It doesn't seem to be my wireless connection, which still registers full coloured bars, although I seem to lose all connection - email, browser, everything.
Do you have any idea what may be causing this? I should add that I've recently added a wireless printer to the equation, although it seems to work fine.
I'm baffled by the problem, and loath to change any settings for fear of losing my connection altogether.
Any help would be most gratefully appreciated.
Many thanks.
Seb
ishan - Apr 15, 2006 - 5:27 am
This sound like either external interference or a problem with your cable modem. External interference from cordless telephones, microwave ovens, police scanners, walkie talkies or even e.g., Nintendo games connected wirelessly to each othe can do this. Cable modems sometimes malfunction and when they do, reset themselves resulting in temporary loss of signal. If you can beg, borrow or steal (actually, don't steal) another cable modem, try that first. If that doesn't solve the problem, you'll have to do some detective work.
HTH and please let us know what happens. Thanks.
HTH and please let us know what happens. Thanks.
sebcarroll - Apr 15, 2006 - 6:23 am
Thanks for this, although I'm a bit puzzled by that. I use a wireless internet connection with a router. Is this not different from a cable modem?
ishan - Apr 15, 2006 - 1:44 pm
The router has to be hooked to a modem to get your broadband connection, right?
sebcarroll - Apr 15, 2006 - 1:59 pm
Really? Ok. I have a router that connects to a splitter that plugs into the wall.
Which bit is the cable modem?
(I've just considered another possible cause of interference - new upstairs neighbours.)
Which bit is the cable modem?
(I've just considered another possible cause of interference - new upstairs neighbours.)
ishan - Apr 17, 2006 - 6:47 pm
A router per se just "routes." I suspect you have a cable modem/router combo, like Airport Extreme or many of the Linksys models.
sebcarroll - Apr 17, 2006 - 6:50 pm
I use a Netgear router. My Mac comes with Airport extreme. Can I let you know anything else that may be of any use? Sorry to be such an ignoramus, but network settings frighten the life out of me.
ishan - Apr 17, 2006 - 9:45 pm
I can only assume the Netgear router incorporates a cable modem; it must be connected somehow to your coax cable (assuming you have broadband over cable, not DSL). My fault for not clarifying what I meant by "Airport Extreme"–I meant the AE base station. In any event, I suspect your new neighbors have their own wireless network (easy enough to check with freeware like MacStumbler or iStumbler, or various widgets which pick up all detectable wireless networks) or are using their cordless phone or something else that interferes with your network. You might want to change the channel that your router uses, but I'd first see if you can pick up your new neighbor's wireless network 
sebcarroll - Apr 17, 2006 - 9:51 pm
Thanks for that. I'm not sure if it's DSL or cable, but I do know that there is another signal in the area. However, this has been the case - without problems - for several months. Very often I don't pick up a signal from them at all. Whether that's to do with signal strength or switching off their modem I have no idea.
It doesn't seem to be related though, from what I can tell. At least, when a disconnection occurs, I quickly check my router status to see if it's picking up their signal, and nine times out of ten it's not.
Perhaps I'll bite the bullet and try to change channel. I just wish these manuals were written in plain English...!!
It doesn't seem to be related though, from what I can tell. At least, when a disconnection occurs, I quickly check my router status to see if it's picking up their signal, and nine times out of ten it's not.
Perhaps I'll bite the bullet and try to change channel. I just wish these manuals were written in plain English...!!
ishan - Apr 18, 2006 - 7:55 pm
I only know how to select channels with the AE base station, so I'll reopen the question so that other folks can help you out.
sebcarroll - Apr 18, 2006 - 7:59 pm
Thank you. I've rebooted the router, to no avail. Repaired permissions etc. This one is beyond me I'm afraid!
ScottW - Apr 18, 2006 - 8:34 pm
Seb,
Im going to take a stab at your question after reviewing the other responses by other techs.
If you have DSL, it hooks into your phone line. If you have Cable, it connects to your cable outlet.
You mentioned having a splitter. This could potentially be the problem. The best thing to do when troubleshooting anything is to start narrowing down where the problem is.
1) Remove the splitter and plug your cable/dsl modem directly to the wall outlet (be it phone or cable). I realize that whatever is hooked up to the other end of the splitter will not work, but we must do this to test it out.
Splitters are bad news when it comes to cable modems. If your have DSL and its plugged into your phone line, that "splitter" might be a DSL noise filter. You'd want to leave that on and not take it off. It usually looks like a phone connection cable coming out of the wall and a small box end with two connections, one for DSL one for regular phone.
Test this out for awhile, if the problem persists, take the next step.
2) Hook your computer directly to the netgear router via a Ethernet connection. Yes, your stuck in that room for now, but we need to see if the issue continues. If the problem goes away, with this step, you know it's a wireless issue. If not... you know it's probably a signal issue wiht your Cable/DSL line/provider. You will want to contact them to test out your line and see what you are having issues like this.
Honestly... I have issues like this with my cable modem. I have fixed the issue, for months at a time, by getting a new cable modem from the cable company... hooking up different wires between the cable modem and the wall, and making sure that I have no splitters between the cable box on the outside of the house and the jack I have it hooked up too.
Let me know about Steps 1 and 2 and what your results are.
Im going to take a stab at your question after reviewing the other responses by other techs.
If you have DSL, it hooks into your phone line. If you have Cable, it connects to your cable outlet.
You mentioned having a splitter. This could potentially be the problem. The best thing to do when troubleshooting anything is to start narrowing down where the problem is.
1) Remove the splitter and plug your cable/dsl modem directly to the wall outlet (be it phone or cable). I realize that whatever is hooked up to the other end of the splitter will not work, but we must do this to test it out.
Splitters are bad news when it comes to cable modems. If your have DSL and its plugged into your phone line, that "splitter" might be a DSL noise filter. You'd want to leave that on and not take it off. It usually looks like a phone connection cable coming out of the wall and a small box end with two connections, one for DSL one for regular phone.
Test this out for awhile, if the problem persists, take the next step.
2) Hook your computer directly to the netgear router via a Ethernet connection. Yes, your stuck in that room for now, but we need to see if the issue continues. If the problem goes away, with this step, you know it's a wireless issue. If not... you know it's probably a signal issue wiht your Cable/DSL line/provider. You will want to contact them to test out your line and see what you are having issues like this.
Honestly... I have issues like this with my cable modem. I have fixed the issue, for months at a time, by getting a new cable modem from the cable company... hooking up different wires between the cable modem and the wall, and making sure that I have no splitters between the cable box on the outside of the house and the jack I have it hooked up too.
Let me know about Steps 1 and 2 and what your results are.
sebcarroll - Apr 18, 2006 - 8:44 pm
Many thanks for that prompt and helpful advice, Scott. As soon as I read it - a couple of times to make sure I understood it - I thought 'why didn't I think of that?'
The answer is, of course, that I have neither the knowledge, experience, or brain cells!
I'll do exactly as you suggest, and let you know how things pan out. You're quite right to say that I'll have to live without my landline for a while, but so be it.
I really need to have a stable and reliable broadband connection.
Many thanks once again.
Seb
The answer is, of course, that I have neither the knowledge, experience, or brain cells!
I'll do exactly as you suggest, and let you know how things pan out. You're quite right to say that I'll have to live without my landline for a while, but so be it.
I really need to have a stable and reliable broadband connection.
Many thanks once again.
Seb
ScottW - Apr 18, 2006 - 8:47 pm
Okay... yes let me know. If you have to disconnect your landline, then you do have DSL and not cable. So, helps in the troubleshooting process.
When you say things drop out, is it just a delay in pages loading, or what exactly happens.
Thanks.
When you say things drop out, is it just a delay in pages loading, or what exactly happens.
Thanks.
sebcarroll - Apr 18, 2006 - 8:59 pm
Ok, sorry to be so thick. Of course I have DSL. To have cable, I'd need a cable, yes? Duh.
Anyway, what happens is usually one of two things: either a page will not load, and instead shows the error page, or the little Gmail Status icon on my menu bar (which checks for mail once a minute) shows a red exclamation mark, showing that the connection is down.
It does seem to affect all connections, i.e. email as well as Internet. The bizarre thing is, it only seems to last for ten to fifteen seconds. I'd guess it happens at least a dozen times a day on average.
Because it seemed roughly to coincide with the installation of my new wireless printer, which was a nightmare to set up, I did wonder if it might be something to do with that. Is that possible, or unlikely?
Thanks again.
Anyway, what happens is usually one of two things: either a page will not load, and instead shows the error page, or the little Gmail Status icon on my menu bar (which checks for mail once a minute) shows a red exclamation mark, showing that the connection is down.
It does seem to affect all connections, i.e. email as well as Internet. The bizarre thing is, it only seems to last for ten to fifteen seconds. I'd guess it happens at least a dozen times a day on average.
Because it seemed roughly to coincide with the installation of my new wireless printer, which was a nightmare to set up, I did wonder if it might be something to do with that. Is that possible, or unlikely?
Thanks again.
ScottW - Apr 18, 2006 - 9:16 pm
Honestly,
At this point, all factors are important and should be part of the troubleshooting process. If you add a wireless printer and things start going haywire, unplug that printer and see if the problem persists. You also need to rule out your wireless connection which was part of Step 2 in my previous email.
So, add the printer to Step 3.
At this point, all factors are important and should be part of the troubleshooting process. If you add a wireless printer and things start going haywire, unplug that printer and see if the problem persists. You also need to rule out your wireless connection which was part of Step 2 in my previous email.
So, add the printer to Step 3.
sebcarroll - Apr 18, 2006 - 9:22 pm
Understood Scott. My printer is switched off and unplugged most of the time though! I only use it occasionally. Sorry if I gave the wrong impression.
Anyway, I'll take all the steps you've suggested one by one and let you know what the outcome is. Many thanks once again for all your help.
Anyway, I'll take all the steps you've suggested one by one and let you know what the outcome is. Many thanks once again for all your help.
sebcarroll - May 8, 2006 - 4:20 pm
Ok, some progress has been made. I followed Scott's great advice, and think I have narrowed the problem down to a wireless issue.
First, I unplugged my telephone from the splitter. No difference. Next, I changed channels, a couple of times. No difference. Next, I connected my laptop to my router using an ethernet cable, and turned off the wireless connection. Presto! The problem seems to have disappeared.
So, as Scott suggested, this seems to indicate a wireless problem.
But what next? Could somebody please give me a few more directions?
Many thanks!
Seb
First, I unplugged my telephone from the splitter. No difference. Next, I changed channels, a couple of times. No difference. Next, I connected my laptop to my router using an ethernet cable, and turned off the wireless connection. Presto! The problem seems to have disappeared.
So, as Scott suggested, this seems to indicate a wireless problem.
But what next? Could somebody please give me a few more directions?
Many thanks!
Seb
ericl - May 10, 2006 - 10:22 am
You are probably experiencing outside electrical interference - the 5-10 seconds every hour or so is the primary clue.
I have been in IT/Electronics for 30 years now, and the only constant is NOTHING works as well as the sales brochure says.
If you need a reliable network connection, use a hard-wired connection.
I have been in IT/Electronics for 30 years now, and the only constant is NOTHING works as well as the sales brochure says.
If you need a reliable network connection, use a hard-wired connection.
sebcarroll - May 10, 2006 - 10:59 am
I would say it's probably more than that now. I think that was a fair estimate at the time, but I would say it's more frequent than that now - perhaps every fifteen minutes. But it's irregular I think.
Once or twice I've noticed that it coincides with another local wireless network, although this is the exception rather than the rule.
What's incredibly frustrating is that it's a problem that has just appeared recently. It may have roughly coincided with my setting up my new wireless printer a while ago, but I don't know enough to know whether that could affect the laptop or not.
As I said, I've changed channels a couple of times but to no avail. It's the first time anything like this has happened in the 18 months I've had it, and that's 18 months of quite hard use!
Is there anything else you can suggest that I could try? It's incredibly frustrating!
Once or twice I've noticed that it coincides with another local wireless network, although this is the exception rather than the rule.
What's incredibly frustrating is that it's a problem that has just appeared recently. It may have roughly coincided with my setting up my new wireless printer a while ago, but I don't know enough to know whether that could affect the laptop or not.
As I said, I've changed channels a couple of times but to no avail. It's the first time anything like this has happened in the 18 months I've had it, and that's 18 months of quite hard use!
Is there anything else you can suggest that I could try? It's incredibly frustrating!
sebcarroll - May 30, 2006 - 6:36 pm
I've now tried all thirteen channels, and the problem does not go away. Could the fact that I do not use WEP make a difference?
If I may make a suggestion, it would probably be best for a single issue to remain in one thread, rather than be split into two, as seems to have happened with this one.
I'm amazed that there isn't some Mac whizz kid out there who can fix this problem!
If I may make a suggestion, it would probably be best for a single issue to remain in one thread, rather than be split into two, as seems to have happened with this one.
I'm amazed that there isn't some Mac whizz kid out there who can fix this problem!
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