DHCP Client drops and results in "no internet connection" on all wired and wireless devices

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  • Updated 4 months ago
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Multiple times a day, and most often when I am on calls or web meetings, my internet applications will stop and when I refresh I get the google chrome "no internet connection detected" error.  This is happening on wired and wireless devices and I am not using a secondary router, connections are direct to the Viasat modem/router, Model RM5110, Firmware 2.00.17 build 0 Jan 26, 2017.  

Advanced engineering?  is who I was transferred to on Tuesday 2/6/18 when I called in, they didn't seem to understand what DHCP was or the fact that I cannot get to the "modem status" page on my modems web UI, my DHCP range set on the modem is 192.168.1.100 - 150 (default) and the URL it tries to go to for the "modem" is http://192.168.100.1/?page=modemStatus, it fails to connect every time.  I have rebooted and also reset the modem to factory defaults with no change.  The only time I can get to the modem status web UI to appear is when the modem is rebooting and DHCP has yet to be enabled in the boot up process, after it passes DCHP setup and goes to online, the page reloads and says the site cannot be reached.   A tech was just here today....nothing they did nor I think they can do but at the least just give me a new modem/router already or send me a stable version of firmware!?

I am running Windows DHCP client operation logs on 2 different PC's and will post logs if errors are found when I get more connection drops.
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Tim Angel

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Posted 4 months ago

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Michael McDowell

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Sounds like IP conflicts. Just a guess!
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Judge and Jury

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Are you certain your Windows computer is set to "obtain IP address automatically"??
and the DNS is also set for automatic? This sounds like a static IP is set that is out of range.
 
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Tim Angel

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yes and yes, on both wireless and LAN adapters
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Tim Angel

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None that I could find, I checked all dhcp leases and the 1 device on a static IP and it is not in conflict.  I will update otherwise if the logs point in that direction.
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Judge and Jury

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Ok....  try a static IP on the computer, DNS set to the gateway.  It only takes a minute and you have nothing to loose.
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Tim Angel

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Wanting to see if I can catch any errors in the log right now with DHCP.  I will try this later today or between meetings.
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John

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Hi Tim - What do you get on your PC when you run "ipconfig /all" at a command prompt?

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Tim Angel

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Posting only the Wireless adapter, only using WiFi currently on this PC.  Let me know if there is something else you wanted from /all.

Wireless LAN adapter Wireless Network Connection:

   Connection-specific DNS Suffix  . : ViaSatDomain
   Description . . . . . . . . . . . : Intel(R) Dual Band Wireless-AC 8260
   Physical Address. . . . . . . . . : 34-F3-9A-6C-9D-DC
   DHCP Enabled. . . . . . . . . . . : Yes
   Autoconfiguration Enabled . . . . : Yes
   Link-local IPv6 Address . . . . . : fe80::c0f3:7101:e323:8fc4%12(Preferred)
   IPv4 Address. . . . . . . . . . . : 192.168.1.118(Preferred)
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Lease Obtained. . . . . . . . . . : Thursday, February 08, 2018 10:51:27 AM
   Lease Expires . . . . . . . . . . : Friday, February 09, 2018 10:51:27 AM
   Default Gateway . . . . . . . . . : 192.168.1.1
   DHCP Server . . . . . . . . . . . : 192.168.1.1
   DHCPv6 IAID . . . . . . . . . . . : 221574042
   DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-1F-E3-24-C5-30-E1-71-7A-DA-86

   DNS Servers . . . . . . . . . . . : 99.196.99.99
                                       99.197.99.99
   NetBIOS over Tcpip. . . . . . . . : Enabled
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Judge and Jury

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Maybe.....  try forcing the DNS to 192.168.1.1

The one showing is in fact a Viasat address, but make the router find it for itself.
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John

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This looks okay.  You will have to do some sleuthing.  When the connection drops again, check and see if it is using this IP address or a 169.254.x.x address.  If it is the latter, that means that the PC is not seeing the router, and could point to router problems. If it is the former, and all your devices are not seeing the Internet as well, then it could also be a router issue in that it has just quit working or there is a duplicate IP address.  You'll need to check the IP address on all your devices; or if easy enough, turn off all other devices, restart your PC and router (leaving everything else off) and see if the problem returns.  If it doesn't then something in your network probably has a duplicate IP address.

You can also go into the router configuration and see what IP addresses have been assigned to your devices.  The instruction manual of the router should tell you how to do this.

Are you sure that the problem affects both wired and wireless devices?

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Tim Angel

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On a call just now and it failed, always when I am on a call or web meeting... Windows troubleshooting pointed it directly to a DNS issue.

Issues found
Detection details
6
The DNS server isn’t responding Detected
Detected Your computer is trying to use a DNS server that is incorrect or doesn’t exist.

I will set DNS to the routers IP as you suggested and see if it happens again.
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Judge and Jury

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Here's my wired adapter properties and it always works......

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Grumpyoldman

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Just a quick question will it connect to 192.168.1.1:8080 when it goes out? also just to let you know the 192.168.100.1 is correct  for looking at the modem status. Kinda makes me think it could be a site problem causing the modem to drop the network because to the best of my memory it won't do squat until it's online. You might also look at the status light and make sure it's purple when it goes out. Otherwise the modem has dropped the network for some reason.
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Oliver

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I have also had this problem with multiple google voice and google fi accounts on the same network. My network details are surfbeam modem with nat disabled and using my own router. be on a call and anther google voice or fi account gets a call all new connections stop being based from modem. having my router renew the ip from modem fixes the problem. I have sniffed / traced the problem to the modem stops responding. its like its still doing nat but i got that off....i never got any place with getting support to understand a year or so ago......
(Edited)
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Jab

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RE: Link-local IPv6 Address . . . . . : fe80::c0f3:7101:e323:8fc4%12(Preferred)

Turn off IPv6
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DavidBrowserGuy, Browser Expert

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Tim - I'm on the engineering team.  Please contact me via email at browser@viasat.com and include the phone number associated with your account.  We have been investigating a potential DHCP lease-query issue and this may be affecting your service.  We have a candidate firmware build that addresses this issue and would like to upgrade your modem to see if this fix works before rolling it out more broadly.