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Intermittent internet disconnection problem


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#1
Dan H

Dan H

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Hi, I would be very grateful for some help with a strange internet connectivity problem.

Some basic info on my system:

OS: Windows Vista Home Premium SP2, 64-bit
CPU: Intel Quad Core Q6600
RAM: 4.00 GB
Manufacturer: Vadim
Router: Netgear ADSL router, DG834GT - currently connected via cable
Provider: Sky, 8096 kbps download, 768 kbps upoad speed
Browser: Mozilla Firefox 3.0.7

Problem: When browsing the web, it often apparently disconnects, giving the error message (for example): "www.google.co.uk could not be found. Please check the name and try again." When this happens, I cannot connect to any webpages. When I look at network and sharing centre, I get this:

Posted Image

When I ask Windows to resolve the problem, I get this:

Posted Image

I can connect to the router no problem:

Posted Image

After a few minutes, network and sharing centre shows that it is connected again:

Posted Image

BUT the same problem, doesn't connect. I can connect if I go to the router, click on connection status, then tell it to disconnect, then click connect:

Posted Image

It will then work again, sometimes for only a few minutes, before the same problem happens again. OF NOTE, other downloads WILL continue when this is happening, without any break in connection:

Posted Image

I don't understand why this is happening, and it is a hassle to have to click "disconnect" then "connect", and wait for it to connect, every few minutes. I can't figure out why I keep getting "disconnected" when I'm browsing webpages, but other downloads keep downloading OK. The problem persists when there are no other downloads happening also. Any ideas?

Many thanks!

Edited by Dan H, 31 May 2009 - 06:10 AM.

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#2
Untalented

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Hello Dan, and Welcome to Geeks to Go. As I understand it the Internet appears to stop working in the middle of browsing. However, downloads started will continue to download even after the problem starts.

Please do me a favor and do the following when the Internet appears to be down:

Step 1 - Determine your Default Gateway and DNS Addresses:
  • Select Start
  • In the Start Search field type cmd -- right-click on the cmd program and choose Run as administrator
  • In the new command prompt window, please type the following commands:
    • ipconfig /all
  • Make note of the Default Gateway and DNS Servers
Step 2 - Connectivity test:
  • Please type in the following commands into the cmd prompt:
    *Note: each ping will take approximately 10 seconds to complete; wait for the command prompt to return before you type the next one. Also, the single '>' and double '>>' are intentional; please type the commands exactly as they appear*
    • ipconfig /all > C:\results.txt
    • route print >> C:\results.txt
    • ping 127.0.0.1 >> C:\results.txt
    • ping DefaultGateway >> C:\results.txt
    • ping DNSServer1 >> C:\results.txt
    • ping DNSServer2 >> C:\results.txt
    • ping google.com >> C:\results.txt
    • ping 209.85.171.100 >> C:\results.txt
  • Once the above commands have completed, navigate to your C: drive and open the text file results.txt -- please copy/paste the contents of this file into your next response.

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#3
Dan H

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Hi Untalented, many thanks for your reply. I have followed your instructions and report below. A couple points: when I "ipconfig /all", I was surprised to see a number of "local area connection"(s) listed. Also, you said for me to ping DNSServer1 and DNSServer2; as you can see from the results.txt below, it only lists one DNSServer, with the same address as the default gateway. Anyway, results.txt below:

---------------------

Windows IP Configuration

Host Name . . . . . . . . . . . . : VistaUser-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area Connection 3:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Windows Mobile Remote Adapter
Physical Address. . . . . . . . . : 80-00-60-0F-E8-00
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IPv4 Address. . . . . . . . . . . : 169.254.2.2(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : 02 June 2009 18:47:19
Lease Expires . . . . . . . . . . : 02 July 2009 18:47:18
Default Gateway . . . . . . . . . :
DHCP Server . . . . . . . . . . . : 169.254.2.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Wireless LAN adapter Wireless Network Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Broadcom 802.11g Network Adapter
Physical Address. . . . . . . . . : 00-1B-FC-66-87-66
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Ethernet adapter Local Area Connection 2:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Marvell Yukon 88E8056 PCI-E Gigabit Ethernet Controller #2
Physical Address. . . . . . . . . : 00-1E-8C-41-49-41
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv4 Address. . . . . . . . . . . : 192.168.0.10(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 192.168.0.1
DNS Servers . . . . . . . . . . . : 192.168.0.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Marvell Yukon 88E8056 PCI-E Gigabit Ethernet Controller
Physical Address. . . . . . . . . : 00-1E-8C-41-44-91
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 6:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : isatap.{442773C8-361A-4391-9B81-6EE8E5DB8CF9}
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 7:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 9:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #3
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
===========================================================================
Interface List
16 ...80 00 60 0f e8 00 ...... Microsoft Windows Mobile Remote Adapter
10 ...00 1b fc 66 87 66 ...... Broadcom 802.11g Network Adapter
9 ...00 1e 8c 41 49 41 ...... Marvell Yukon 88E8056 PCI-E Gigabit Ethernet Controller #2
8 ...00 1e 8c 41 44 91 ...... Marvell Yukon 88E8056 PCI-E Gigabit Ethernet Controller
1 ........................... Software Loopback Interface 1
11 ...00 00 00 00 00 00 00 e0 isatap.{442773C8-361A-4391-9B81-6EE8E5DB8CF9}
13 ...00 00 00 00 00 00 00 e0 Microsoft ISATAP Adapter #2
12 ...00 00 00 00 00 00 00 e0 Microsoft ISATAP Adapter #3
===========================================================================

IPv4 Route Table
===========================================================================
Active Routes:
Network Destination Netmask Gateway Interface Metric
0.0.0.0 0.0.0.0 192.168.0.1 192.168.0.10 276
127.0.0.0 255.0.0.0 On-link 127.0.0.1 306
127.0.0.1 255.255.255.255 On-link 127.0.0.1 306
127.255.255.255 255.255.255.255 On-link 127.0.0.1 306
169.254.0.0 255.255.0.0 On-link 192.168.0.10 30
169.254.2.0 255.255.255.0 On-link 169.254.2.2 286
169.254.2.2 255.255.255.255 On-link 169.254.2.2 286
169.254.2.255 255.255.255.255 On-link 169.254.2.2 286
169.254.255.255 255.255.255.255 On-link 192.168.0.10 276
192.168.0.0 255.255.255.0 On-link 192.168.0.10 276
192.168.0.10 255.255.255.255 On-link 192.168.0.10 276
192.168.0.255 255.255.255.255 On-link 192.168.0.10 276
224.0.0.0 240.0.0.0 On-link 127.0.0.1 306
224.0.0.0 240.0.0.0 On-link 192.168.0.10 276
224.0.0.0 240.0.0.0 On-link 169.254.2.2 286
255.255.255.255 255.255.255.255 On-link 127.0.0.1 306
255.255.255.255 255.255.255.255 On-link 192.168.0.10 276
255.255.255.255 255.255.255.255 On-link 169.254.2.2 286
===========================================================================
Persistent Routes:
Network Address Netmask Gateway Address Metric
0.0.0.0 0.0.0.0 192.168.0.1 Default
===========================================================================

IPv6 Route Table
===========================================================================
Active Routes:
If Metric Network Destination Gateway
1 306 ::1/128 On-link
1 306 ff00::/8 On-link
===========================================================================
Persistent Routes:
None


Pinging 127.0.0.1 with 32 bytes of data:

Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

Reply from 127.0.0.1: bytes=32 time<1ms TTL=128



Ping statistics for 127.0.0.1:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 0ms, Maximum = 0ms, Average = 0ms



Pinging 192.168.0.1 with 32 bytes of data:

Reply from 192.168.0.1: bytes=32 time=1ms TTL=64

Reply from 192.168.0.1: bytes=32 time=1ms TTL=64

Reply from 192.168.0.1: bytes=32 time<1ms TTL=64

Reply from 192.168.0.1: bytes=32 time<1ms TTL=64



Ping statistics for 192.168.0.1:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 0ms, Maximum = 1ms, Average = 0ms

Ping request could not find host google.com. Please check the name and try again.



Pinging 209.85.171.100 with 32 bytes of data:

Reply from 209.85.171.100: bytes=32 time=135ms TTL=246

Reply from 209.85.171.100: bytes=32 time=137ms TTL=246

Reply from 209.85.171.100: bytes=32 time=139ms TTL=246

Reply from 209.85.171.100: bytes=32 time=135ms TTL=246



Ping statistics for 209.85.171.100:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

----------------------------------------------
Thanks again
Dan
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#4
Untalented

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Great, from the looks of it I think I have an answer. Your computer is using your router as its DNS server, which is fine. However, all of the pings worked beautifully except when pinging google.com. When you pinged googles IP address it responded just fine. This indicates a problem with DNS, which provides IP to domain name (ie. xxx.com) and domain name to IP translation.

Please do the following:
  • Login to your Router
  • Go to the Router Status page
  • Click Connection Status
    • Make note of current DNS Address
  • Click Release (Wait for the items above to disappear or turn to 0.0.0.0)
  • Click Renew after giving last step 45-60 seconds
    • Make note of new DNS Address
  • Test your connection

If this does not fix the issue we'll manually add your ISP's DNS servers to your network configuration on the machine and see if this resolves the problem. Also if you could please ping both DNS servers you found from the above and paste the results as you did before.

Unt
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#5
Untalented

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Also, I looked into those other adapters. They appear to have something to do with IPv6 to IPv4 communication. Mainly for a company that has not yet migrated to IPv6, but is in the process. Honestly, you can disable IPv6 from your primary LAN interface and it will not cause any problems. My memory is shaky on getting to network connections in Vista, but this is basically what you do:

  • Click Start
  • Click Control Panel
  • Click Network
  • Click Manage Network Connections on left side of menu
  • Right-Click your primary LAN Adapter
  • Click Properties
  • Uncheck IPv6 in the list and click OK

Edited by Untalented, 02 June 2009 - 07:17 PM.

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#6
Dan H

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Hi, thanks again for the reply. You stated:

# Go to the Router Status page
# Click Connection Status

* Make note of current DNS Address

When I click on connection status, it does not give me a DNS Address; I get this:

Posted Image

The main "router status" page however lists "Domain Name Server":

Posted Image

Also, as you can see from the above, there does not seem to be a "release" or "renew" to click.

Regards the IPv6, it was already unchecked.

Hope you can help!

Edited by Dan H, 03 June 2009 - 09:40 AM.

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#7
Untalented

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Okay, do me a favor and ping those 2 DNS servers that are listed and paste the results to me. The manual for your router appears to be slightly different. When you click disconnect do the IP addresses zero or blank out?

Can you post a screen shot of the following 2 tabs on that menu: Wan Setup and Router Diagnostics

Unt
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#8
Dan H

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Sure - below is the results2.txt file of the 2 pings:



Pinging 90.207.238.97 with 32 bytes of data:

Reply from 90.207.238.97: bytes=32 time=53ms TTL=125

Reply from 90.207.238.97: bytes=32 time=52ms TTL=125

Reply from 90.207.238.97: bytes=32 time=52ms TTL=125

Reply from 90.207.238.97: bytes=32 time=53ms TTL=125



Ping statistics for 90.207.238.97:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 52ms, Maximum = 53ms, Average = 52ms



Pinging 90.207.238.99 with 32 bytes of data:

Reply from 90.207.238.99: bytes=32 time=53ms TTL=125

Reply from 90.207.238.99: bytes=32 time=53ms TTL=125

Reply from 90.207.238.99: bytes=32 time=53ms TTL=125

Reply from 90.207.238.99: bytes=32 time=53ms TTL=125



Ping statistics for 90.207.238.99:

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

Minimum = 53ms, Maximum = 53ms, Average = 53ms

--------------------------------------------

When I click disconnect, everything in the "connection status" box blanks out:

Posted Image

But the rest of the stats on the "router status" stay the same.

---------------------------------------------

Wan Setup screenshot:

Posted Image

Router Diagnostics screenshot:

Posted Image

Cheers,
Dan

Edited by Dan H, 03 June 2009 - 02:13 PM.

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#9
Untalented

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Alright then, it appears as if it renews when you disconnect/reconnect. Do me a favor and do the following:
  • Click Start
  • Click Control Panel
  • Click Network
  • Click Manage Network Connections on left side of menu
  • Right-Click your Primary LAN Adapter
  • Click Properties
  • Click Internet Protocol TCP/IP (IPv4)
    • *Note: Do not uncheck IPv4 only select it*
  • Click the Properties button
  • Manually add the DNS Servers which you get from your routers

Test after doing the above and let me know how it goes.

Unt
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#10
Dan H

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Untalented - I implemented your advice a few days ago, and as yet, have had no disconnection problems! Thank you very much :) Could you tell me, in retrospect, and in plain English, what the problem was?
Thanks !!

Edited by Dan H, 07 June 2009 - 02:09 PM.

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#11
Untalented

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Basically you were never really *losing* connection. The connection was there, but since DNS did not appear to be resolving anything when you went to a domain (ie. xxx.com) it failed. Either your router wasn't updating perhaps the new DNS IP's your ISP was handing out (I doubt) or your router is being flakey and not resolving the requests coming from your computer. In any case now your computer is going directly to your ISP's DNS servers rather than asking your router and your router asking your ISP's DNS.
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#12
Dan H

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Great, cheers :) Will try and learn from this help.
Thanks again
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