Modem keeps randomly rebooting itself.

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  • Updated 2 months ago
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First modem rebooting randomly. Second modem no internet connection. Third time Modem randomly rebooting again. Modem is set to bridge.

I going into my third month very weird that I'm going to be screwed. Everytime I call service I'm told I need to buy service insurance? i don't understand why I need this.

Why is this second time second modem rebooting?
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WilliamM

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Posted 9 months ago

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Matt B, Viasat Employee

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So the hardware's been replaced twice, that tells me there's another cause.  It's not impossible that you've gotten three bad modems, but it's extremely unlikely.  

What's the modem plugged into (wall outlet, surge protector, extension cord)?  When replacing the modem, were they placed in the same location?  Was the power supply replaced with the modem?  

If you can, move the modem to another outlet and see if the same problem occurs.  
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WilliamM

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Hello Matt B,
Yes Power supply was swapped out. Verified outlet which modem is on it's own outlet with no surge protector, extension cord or power strip.  Have checked current with meter. Checked polarity and ground. Have moved modem to a different outlet of which is the only device on this breaker. 

Could it be the I'm using it with Bridge mode and is doesn't like the router Asus-RT-AC68U??  
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WilliamM

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Power is clean. Have done all you have suggested above. No go still reboots. I would like to see some kinda log report though I see nothing that has any reports.

Thank you Jab for your help.
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WilliamM

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By the way it's seems to have a 2 hour window on every reboot?? and speed is very slow as in  year 1980 speeds!!!!!!!! Dial Up speeds!!!!!!! Not happy
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Jab

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I'm lacking specific details.

1.  What happened when router was taken out of the equation.

2.  When clicking on this URL, what does your online time indicate, after a reboot?
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WilliamM

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Hello Jab, As mentioned “I had done all that you suggested above “ ( went solo with ViaSat modem)
The status is all good, online time resets to zero.
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Jab

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Do a hard reset of Viasat's modem, and leave off bridge...default
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Dio Brando

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it could honestly be a cabling issue. Make sure if you get a tech out they replace all connectors, including the one inside the dish where the silver unit meets the arm.

hound him if you have to. A corroded connector can short out the entire system

ZA WARUDO
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WilliamM

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Everything has been swapped out except the dish.
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GabeU, Champion

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Is the modem in a place that gets decent air flow?  What I mean is, could it be overheating due to being in a cramped space?  

Additionally, though you checked your electric service, is it possible that you have something on your service that is turning on/off on a regular basis that could be affecting your electricity?  Possibly a failing compressor on a fridge or freezer that's drawing high amounts of power when it kicks on?  A sump pump?  Basically, anything that could draw inordinately high amounts of power when it kicks on due to being old or just failing?  
(Edited)
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Bev, Champion

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Another possibility is a rural electric co-op like mine. One the suffers occasional jolts of over voltage and, frequent bouts of under voltage. That would cause my modem to shut off multiple times per week if I didn't have it on a good quality UPS (Battery backup power supply) that modulates and compensates for all of that.

Those will run you 200-500 dollars but, if that's the problem, it's money well spent for your modem, computer, monitor and, other sensitive electronics.

You may not even notice the slight dimming of the lights for one half to five seconds on under voltage events but, that modem will. If your modem is shutting off multiple times per day, get a UPS, keep the box and receipt, try it for a day, if it doesn't help, you can return it.
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Jab

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RE: " rural electric co-op"

If power is constant, but fluctuates: APC’s Line-R Automatic Voltage Regulator: LE600


.
Otherwise, use a backup pwr supply.
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Jab

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RE: your electric service

I had an electrical circuit flicking on/off...end of story...in electric panel, that circuit's wire was loose in slot...so I tightened it down...problem gone.

I thought wash machine was failing...hence OP,  put a load on the circuit that the modem uses.  Electric resistant heater at 1,500 watts might do it, but watch electric panel inside if possible.  If you have a thermal "gun," one might evaluate

I double checked all circuits for tightness..when panel's cover was off...turn main power off.
(Edited)
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VeteranSatUser, Champion

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Get, reliable UPS power supply as Bev suggests.  One just to power your modem is not going to run $200 - $500 though.  You can get by for $100 or so with a good APC unit.  That is what I run. 


As far as other suggestions here, just get a UPS.  If it doesn't work, take it back. 
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Bev, Champion

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No, you don't need a larger one like mine just for the modem but, if that is the problem, the fluctuations ae no good for electronics PERIOD. You will want your computer, monitor, possibly speakers, TV and, Printer on the USP as well and, maybe your cell phone charger and a small LED light as well, in case the power does go out, it's very easy to move the one USP plug to generator power when needed.

Might as well get one big enough to handle what you will want, if it works, you won't need another one and, if not, you're returning it anyway.
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VeteranSatUser, Champion

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I am on rural power. I dont get a lot of spikes or brownouts. Maybe average one per month. But electronics can be picky, that is for sure!
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Bev, Champion

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I'm envious. Three low voltage today, five yesterday and, there is a storm here so, I expect at least a momentary outage or three before morning, if not an outage lasting until tomorrow sometime.

Storm comes, unplug all but my modem, computer, monitor and phone from the USP, save the power for that for as long as I can before I have to fire up the generator. If it's a big storm and, the power is out for days, I can manage without TV a printer and, with only one computer in the house working. I nee one to report the outage, get updates and, I need my Viasat Voice working so I can call family and tell them we're okay. :)

Long term (over 4 hours) power outage + generator + UPS power supply = Viasat's time to shine. I love it when we get a bad storm and the folks in town are without internet or cable for days, I'm out maybe five minutes to switch to generator power and, here I sit, lights on, movie paying on the TV, reading a blog on my cell phone, grand kids over playing games on their tablets and, talking to great grandma in Indiana on speaker phone thanks to Viasat and a generator.

Meanwhile, the granddaughter in town has to drive the 20 miles to my house to get internet to send in her time sheet so she can get paid LOL.

Satellite does have it's advantages. Even if fiber did come out here, I'd keep minimal Viasat service for voice and storm outages at least.
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Jab

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Waveform with cheaper UPS tend to be square wave, then there is stimulated sine wave, and for the high rollers, pure sine wave.

APC’s Line-R Automatic Voltage Regulator: LE600, is one heavy "brute," due to its internal transformer.  About same cost as a cheap square wave UPS.  Incoming power must be constant, but it will cleanup ups/downs in voltages, which some electronics can't tolerate.

Myself, I would trace down that electrical circuit...wires may not be snug from wall outlet to electrical panel.  Maybe get an extension cord, and use a different outlet.

Rural power in my area does flicker, especially during storms.  For sure, brownouts, and with electrical storms, I would expect spikes.  I use surge protection at electrical panel, but this is not the OP's issue.  Possibility, intermittent power source.

Turning off all devices (microwave, Smartphones, etc) that emit RF signals might be tried..  I'd shut down everything except modem and computer hooked to it, at last resort.
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Bev, Champion

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Here, it's the Co-op, everyone on my co-op has the same issues, old construction, new construction, doesn't matter, just a small, rural co-op. Only good thing is they are non profit so, we get a check every year from them, our share of what would have been profits.

It's a case of, you have electricity on a clear, clam day? Good enough. Beyond that, they will fix it if is out out (not just flashing off for a minute or less.) We still have to read our own meters around here.
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Jab

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RE: "still have to read our own meters around here"

I use to do this, but they installed electric meters that transmit usage over power lines, which means when a storm hits, they can tell the crew(s) were to go, if someone is in the office.  But, there is a 800 number backup, which alerts them.

RE: "UPS power supply"

If one with a stimulated or pure sine wave, it can fire up a direct vent Rinnai Furnace. Mine is plugged to USP power supply
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WilliamM

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I appreciate everyone's comments.
I have done 24 hour test on 115v AC with a scope and it's up to specs.
Doing a test on Modem it self found that the unit fan isn't working the way it should. On bootup I hear the fan but some reason the fan isn't changing RPM when CPU is reaching higher temps. I believe the Firmware needs to be looked at. I been doing a test for the last 12 hours with USB fans cooling the UNIT the CPU temperature is sitting at 58°C  / 136°F before it was at 84°C / 182°F  

I think I nailed it. Now to convince service people. 


 
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Jim16

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@Jim16 why?


@why not?

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Jab

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@why not?

Because she knows What's Happening;

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KeithG

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WilliamW I came here because my 1 week old unit shut down. The fan constantly changes speed. I'm thinking that it's a overheat issue and I'll try the usb fan trick.
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WilliamM

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Working good for me. Speed is more stable also.
It's still reboots though I think it's a protocol by Viasat.  
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VeteranSatUser, Champion

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It is not. Your modem should not reboot that much
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WilliamM

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Recap of Rebooting Modem
Had made a script to log time of modem reboots on average in a 24 hour period is 15 times.
On December 31 Viasat called to make a service call for Wednesday 2 Jan. Well they never showed up and they texted me they will come on the 3rd well it never happened. Now it's the 4th I'm trying to reach this service guy and he is refusing to answer or reply to my text messages. !! 
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TJ Connolly

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Did you get this figured out? What was the solution? We just upgraded to the Viasat Silver 25mb/s Unlimited plan and our modem restarts every hour, and the upload speed is 0.6mb/s. I’m thinking it is overheating like you thought because our old modem and plan did not do this. I had a scheduled tech appointment today and I called and confirmed twice the appointment. I took the day off work and the technician was a no call/no show. I am absolutely furious over this because with my job if I did a no call no show, I would be fired.
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KeithG

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You could use a usb powered computer fan to pull air out of the modem. My celing fan blows enough air to keep mine from only shutting down periodically. Oddly the ethernet port died and it hasn't restarted since that happened.