Modem Keeps Reseting

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  • Updated 4 weeks ago
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  • (Edited)
Having a heck of a time with the Via-sat Modem and Technical Support regarding our Viasat modem constantly resetting and random intervals.

Background:  "Can skip to my question at the bottom if you don't want to read the wall of text."

All of a sudden about 2-3 weeks ago, our relative stable (Maybe went out during a large storm, or once for a brief moment in a few months.) starts resetting every 5-10-30 minutes and sometimes every few hours for no apparent reason.

The modem is connected by a long cable to the TP-Link Archer C2300 WIFI Router.  I do not believe this to be a router issue, because I can check on the modem health by logging into it and watching the four indicators (Ranging-Network Entry, etc) lose connection with no problem connecting to the modem through the wifi router, and as soon as the modem is all green the internet comes back working like normal until the next random reset.

We have had the cabling between the Modem and the Dish replaced as well as the modem.  The last technician stated that if all else failed to replace the dish as that is the only thing left in Viasat's side that could be causing the issue (Since we have a new modem and cabling)

So I called Tech Support for the 5 or 8+ time regarding this issue and we went though the song and dance of "I see that your modem is fine what is the issue?"  I told the tech, look up the connectivity history, and I told you it is an intermittent connectivity issue. "Do they not understand English?"

Tech "Oh... yes I see that it is resetting at randoms times" Me in my head "No @5$@5$ Sherlock what did I say?"

Tech "We need to troubleshoot your router first before a service call can be scheduled"


Me: .... What? let me ask you this? Can my router cause the Viasat Modem to reset?

Tech "No it cannot"

Me: So why am I troubleshooting the router and our network if it inst cause of the Modem resetting"

Tech "It's our policy"

Me: But you just said, that our router can't cause the Modem to reset, plus I have done troubleshooting with the router and tech 2-3weeks ago when this first started.

Tech "I don't have record of that"

Me: I don't see the point of trying to troubleshoot our router, when this is clearly not a modem downstream "Downstream = Router and user network Issue" this is a Modem upstream issue = Modem, cabling, or Dish receiver sender issue.  And the Modem and the cabling has already been replaced, the only thing left is the dish and all of it's components, and the tech on site already said that was his recommendation if all else failed.

Tech "It's policy we have to trouble shoot the router first before scheduling a service call"

Me: To heck with this I'm not at home anyways - I'll have to call you back. "Click".

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My Question:

Is it possible for my home TP-Link Wifi Router which is connected the Viasat Modem to Reset?  Or for any data or connectivity from the user side to make the modem reset by normal usage of the internet?




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Charlie Wright

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Posted 1 month ago

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Dances with Woofs

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Which "modem"?



FWIW, I have noticed an increased number of disconnects since my Surfbeam 2's firmware  was updated to UT 3.7.8.4.1 back on August 8. I used to go a week or more without a seemingly random disconnect. Now it's more like once or twice a day and generally does seem to be triggered by something I'm doing on my end (not that it should but is perhaps triggering the drop).
(Edited)
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Charlie Wright

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Surfbeam 2
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ExSatUser

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The original!
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Dances with Woofs

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Yes but now the modem status pages look like the modem/router/voice/space heater's pages with the new firmware 


 

(Edited)
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ExSatUser

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For that big of changes, they probably did add some more bugs!
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Charlie Wright

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God bless the tech support.   "Tech" Everything is fine when I Look at it.  Me: I know it's an intermittent issue.  Well call back when it is acting up.... Me.. sure... will do...    I tried to see if they could look back and pinpoint by looking at the connectivity record for the modem to see what day it started going hay wire, cause that day it started is within 4 weeks now.   Unfortunately they said they can only look back to the beginning of this month.   So, I don't have a date that this started on but it seemed like mid to late august.
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Charlie Wright

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I may "May" have found the culprit.  I'm still waiting to see if this bears out 100% but... I think it was the anti-virus program doing something the modem didn't like.   I was using Security 360, on free mode.  I uninstalled it today, and so for so good on not having resets every few minutes.  Also I tried using the internet with the AV on and the modem goofed up within about 10 minutes of use.

Strange that an AV program can cause a modem such troubles if this is the issue?  Perhaps a port that the AV was using or blocking that the Modem really doesn't like messed with?  I'm not a full tech Jedi on such things I just speculate.

I'll confirm after a week of use if things have returned to normal.
(Edited)
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Charlie Wright

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The issue was the AV program.  Security 360 was doing something the Surf-beam 2 modem didn't like, so if anyone else has issues similar to this, they may want to check the Anti Virus programs on all connected devices to the network.
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Admiral Korbohuta

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I don't see how an anti virus program could cause the modem to reset. It should only affect the computer that it's installed on and shouldn't have anything to do with the modem.
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ExSatUser

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I agree admiral.  If you have a computer program that can knock out a modem and/or router...interesting. 
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Dances with Woofs

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Although rare it's possible. In the past, I've had runaway javascripts specific to a web site  that have brought down the Surfbeam 2 modem. We're dealing with software/firmware on the modem that is subject to bugs (and there are some inconsequential aesthetic ones in this latest firmware) - and remember who we're dealing with here. I believe that may be the case for the increased resets I've experience with this latest firmware.  Unfortunately, it appears I can no longer get to the modem's message log with this recent firmware update (they appear to have closed that off as they should have). In the past I could and it provided some useful info, albeit cryptic, for troubleshooting and at least correlate to what I might have been doing.
(Edited)