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[Corpus]

My DGL-4500 was working well for about a year until seemingly a couple months ago. Not sure if it was a firmware update or what. But...

At any random time the router will simply loose connection then reconnect all within 30 seconds or so.

Some times I get maybe a day of up time with it and other days it will loose connection 6 or more times.  

My set up.

2 wired computers - My computer is used mainly for gaming and my other computer is used by my wife for surfing.
iPod, iPhone and printer use Wi-Fi

I am running a MOTOROLA SB5100 SURFboard cable modem through Shaw cable

Router firmware 1.23.NA

I read that this router can "crash under load" So if I am running a game and my wife is surfing could this be causing the connection loss? It does mainly happen when I am gaming. (Always when I am kicking butt too) Grrrrr.  Anyway, or maybe it is happening more then I realize and only notice it when I am gaming.  My main game right now it BFBC2.  I don't have any port forwarding on nor am I using gamefuel... Well it is enabled but I have never configured it to anything.

Furynutz.. Sorry about my negativity just frustrated is all and thanks for the offer to help me out.

[Trikein]

What do the router logs say? And the firmware doesn't update on its own, so unless you upgraded it, its not a variable. What is your network though?

1. What ISP?
2. When you loose it on one, do you loose it on all your computers?
3. Is your network just Modem > DGL-4500?
4. What do the logs say around the time of the problem? (192.168.0.1 Status>logs)
5. If you have cable, what do the logs of your modem say? (192.168.100.1 Logs tab)

[Corpus]

1. What ISP? - Shaw Cable
2. When you loose it on one, do you loose it on all your computers? Everything goes down for for a 20 or 30 seconds. 
3. Is your network just Modem > DGL-4500? - Motorola SB5100 modem connected to the DGL-4500
4. What do the logs say around the time of the problem? (192.168.0.1 Status>logs)
22:10:38 2010   WAN interface speed measurement completed. Upstream speed is 1039 kbps
[INFO]   Sat Oct 16 22:10:02 2010   Estimating speed of WAN interface
[INFO]   Sat Oct 16 22:10:01 2010   Obtained IP Address using DHCP. IP address is 70.71.115.0
[INFO]   Sat Oct 16 22:10:01 2010   Bringing up WAN using DHCP
[INFO]   Sat Oct 16 22:10:01 2010   WAN interface cable has been connected
[INFO]   Sat Oct 16 22:10:00 2010   WAN interface cable has been disconnected

5. If you have cable, what do the logs of your modem say? (192.168.100.1 Logs tab) How do I check the logs of my modem?  Didn't even know you could do that.

Thanks for having a look at this for me.

[Mogorain]

I'm having a similar issue to you, and after some pokin' around I found out how to access the logs of the cable modem.  In your browser, go to 192.168.100.1.  There should be a Login somewhere, and the default user/pass should be listed beneath it.

[FurryNutz]

Corpus, I would check out the cable modem log and see if there could be and issue with the cable modem and see what UP time it's reporting. If the cable modem is reporting the same up time or close to what the 4500 is seeing then the 4500 is actually not crashing as it's loosing connection with the cable modem as that it going down as well. I would see if the cable modem is having any issues. I would also check the cable wire coming into the house. Are there any cable tv splitters in line? Its not recommended to use splitters in line, if they are needed, use HIGH quality ones, less the better or use an amp to keep the signal up to par going into the cable modem. I don't use cable tv here so my line is solid all the way through. From the cable modem, I would check the LAN cables and make sure they are good. I use a 1ft cable between the cable modem and 4500. As for this router crashing under load. I can testify that me and others have been using this router under load, weather DL'g, multiple xboxes or what ever it might be and these routers are solid.

A lot of issue seen have to do with user set up and how this router is configured. Yes this router does work well out of the box. Be aware that enabling gamefuel out of the box does not do anything and I would direct you to set up a DHCP IP reservation and then follow my gamefuel sticky instructions to fully enable and use the features this router comes with. These options are tried and true and work well for most most people.

We are here to help you and do understand the frustrations that come with the need of something to work when it doesn't.

"A Stupid question is an un-asked question."

[Corpus]

Hey guys, thanks for the replies.  Now when I input 192.168.100.1 into my browser all I get is a Configuration Manager with only a help link which doesn't do anything.

This is what is displayed

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

This page provides information about the startup process of the Cable Modem. If there is a problem with the startup, the word "Failed" may appear in the Status column. Should this occur, visit the Help area and perform the Checkup procedures listed there. If the problem continues, click on the word "Failed" for more detailed information about the failure, or call your service provider for assistance.

The Configuration Manager is divided into several pages, each with a unique purpose. To access any one of these pages, click on the appropriate link at the top or bottom of each page. To update the information while viewing these pages, press the Refresh button on your browser.

Name    Purpose
Help    The Help Page provides information about how to troubleshoot the Cable Modem.

Standard Checkup

    * Check to make sure that the coaxial cable connecting your Cable Modem to the cable wall outlet is connected, and that the screws have been tightened.
    * Check to make sure that the power cord on the Cable Modem is plugged into a wall outlet, and that the Power light on the front of the Cable Modem is on.
    * If connection is Ethernet, check to make sure that the 10/100BaseT Ethernet cable between the Cable Modem and your computer is connected, and that the connectors have been pushed in until they clicked. For a 10BaseT connection, verify that the top Ethernet Link LED is on. For a 100BaseT connection, verify that both the top and bottom Ethernet Link LEDs are on. For both the 10BaseT and 100BaseT connection, the top LED should blink when there is Ethernet activity.
    * If connection is USB, check to make sure that the USB cable between the Cable Modem and your computer is connected, and that the connectors have been pushed in until they are fully seated.
    * Check to make sure that the Send, Receive, and Online lights on the front of the Cable Modem are on or blinking. If the lights are off and do not blink, reboot the modem by disconnecting and reconnecting the power plug in the back of the modem.
    * Please consult the Cable Modem User Guide for additional information.
-----------------------------------------------------------------------------------------------------

Now as far as for my modem losing connection all my Power,receive,send,online,PC/activity lights never lose connection.

I would really like to look at the "router logs" but can't seem to figure this out.  I am pretty sure that my cables are all connected but will pay attention to on a windy day to see if this happens more as it is nice out right now.

There are no splitters that I know of and if I did would remove them knowing that causes signal loss.

We don't have TV only our computer systems.  Cable from wall to modem, Ethernet cable from modem to router.  That's it.  Then one Ethernet cable to my wife system and 2 to my system.

All my LAN cables also seem to be in contact

Mogorain, did you fix your issue?

Again thanks for the help.

Corpus.

[FurryNutz]

You might have an older model or the model doesn't support any options for logs or looking at things. Just view and thats about all you get. As for you cable and splitters, are there any possible splitters comming from the main cable box that maybe on the out side of your house into the room where you have the cable going into the modem? There could be other places for this. Do you have cable tv for the living room or bedroom?

What do the logs on the 4500 say before it looses connection? Are you doing anything at the time of the disconnect? If so, what are you doing? Trying to narrow down what might be causing. I would also ask your ISP if they can look at there logs to see if they see any disconnects on the modem. They will have this information and they can help you troubleshoot on there said of the modem.

You said you have one cable going to your wifes PC and then 2 to your PC? or just one cable going to your PC?

[Corpus]

Hey Furry, I am awaiting a call back from Shaw Cable as I want to ask them if there has been any disconnects on their side (which I don't think there have been) I also wanted to ask them if they have a newer (better) modem then the one I am currently using.

"As for you cable and splitters, are there any possible splitters comming from the main cable box that maybe on the out side of your house into the room where you have the cable going into the modem? There could be other places for this. Do you have cable tv for the living room or bedroom?"

I thought of this and will have a look.  Keep in mind that this issue has only been happening for a couple months prior to that the connection has been fine for almost 2 years.

Here is something that might very well be cause this connection loss.

I failed to mention this as I had to review my setup to see this.

Cabling configuration

#1 - Out of the wall cable into modem.

#2 - Ethernet cable out of modem into my surge protector.

#3 - Ethernet cable out of my surge protector into my DGL-4500 router

#4 - 3 Ethernet cables out to my computers.


This is where the problem might be occurring
#2 - Ethernet cable out of modem into my surge protector.

I will remove the surge protector from my setup and see if this fixes my issue.

I will let you know.

Thanks.

[FurryNutz]

Kewl let us know what the ISP says.

As for the surge protector, that is possible. Again thats something in the loop that really isn't recommended as it can cause a drop in signal and possible drops and disconnects. Theoretically it shouldn't do much however like a splitter, it's something in the way and the less you have on the lines the better.

As for a better modem. If your ISP supports DOCSIS 3, I would get a Motorola SB 6120, It's the best they offer and I was just able to get mine last month. Been great a modem. I actually get good gaming signals now. Just ask your ISP if they support it as some may not at this time. It's supposed to be backwards compatible and I think it is but my ISP didn't support it so it wouldn't work 6 months ago so I had to wait. I love it now.

Let us know about the surge protector. Your cable should be clean and go from the outside box, inside to the cable modem then lan to the 4500 router, thats preferred. Nothing in between that.

[Trikein]

I'm having a similar issue to you, and after some pokin' around I found out how to access the logs of the cable modem.  In your browser, go to 192.168.100.1.  There should be a Login somewhere, and the default user/pass should be listed beneath it.

Motorola modems, and most cable modems I have ever delt with, don't have username and password. Just FYI as some good news. Also I know for a fact that the 5100 (unless the firmware was modified by the ISP to remove it) has that option. It will either look like



or



Do you see the the tab listed as logs? Sounds like your stuck on the help tab.

[Corpus]

Still waiting to hear back from Shaw.

Trikein there are no tabs only "Help" right in the middle where all the tabs should be.



My connection has been up ever since removing the surge protector.  The reason I included the surge protector was exactly the opposite of what you said Furry.  I thought that including it in the wiring config that it would help prevent any loss or drops in signal. Isn't that what it is intended for?

[FurryNutz]

Looks like that model may not support or have any user friendly menus like later model. As for the surge protector, it does just that, prevents a surge in excess power to connected devises, however not knowing how well the surge protector is built and what the specs on the cable circuitry do and allow. There is a possibility that the surge protector is introducing noise and or some level of signal level drop. Whos to know. I hope this might be the case and that the surge protector could be the point of issue for your internet drop. Keep us posted. Hope it works out.

[Trikein]

Looks like that model may not support or have any user friendly menus like later model.

No, it does. Looks like Shaw took it out of your firmware. If you bought that modem from them, I would be pissed. They...::grumble:: I shouldnt say more but this is becoming a trend with ISP and it is getting me very mad.

Now if you lease it, then yea, they can do what ever they want to it. I would ask to trade in your modem if possible. Try for a 5101U. Has the better chipset then that 5120 and newer firmware then the 5101 and don't have to worry about compatibility issues of the 6120.

Just out of curiosity, what happens if you go here

[Corpus]

I finally got a return call from Shaw Cable and go figure the guy could barely speak English... Then to top it off I lost the phone call as I was on my cell phone. Talk about crappy luck.

He did say that there didn't appear to be any connection loss on their end but I don't think he even looked that much into it.

Plus when I asked about getting a different modem he said that the 5100 is the modem they use but he sounded quite uninformed.

I didn't buy this modem, Shaw gives their customers modems when they purchase internet.

Still connected 5 hours now.  When I see 2 days that will be the longest in 2 months. 

Curious to what happened as my system never had this problem up until a couple months ago.  Maybe a something is wrong with my surge protector now??  Might be time to pick up a different one.

Oh and when I clicked on your link Tri it said "page could not be found"

[Trikein]

Yes, that is the sad average state of technical support these days. A good friend of mine on PS3 has Shaw though, so I will ask him. Meanwhile. A quick glance on their support page says:

Found here

I want to upgrade to High-Speed Warp or High-Speed Extreme from High-Speed can I swap my existing modem for a DOCSIS modem?
Yes. Simply bring your current Shaw High-Speed modem along with the power cable to your local Shaw retail centre to exchange it for a DOCSIS modem

So if upgrade to their Warp package, they give you a free modem. What stop you from upgrading, getting the modem, then downgrading the next day? Also, it looks like they even give you a free wireless gateway, with free installation if your a 3 Product user. I cant imagine them giving you a wireless gateway and not give you a new modem. Support for the 5100 on Motorola's website is discontinued.