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yohab's avatar
yohab
Aspirant
Oct 20, 2020

Netgear Orbi and GoToMyPC

Hi.  I have a Netgear Orbi system (1 753 router and 3 satellites).  My desktop is hard wired to the main router.  Every other computer and device connects wirelessly.  We frequently have a problem wh...
Mikey94025's avatar
Mikey94025
Hero
Oct 20, 2020
yohab wrote:

Hi.  I have a Netgear Orbi system (1 753 router and 3 satellites).  My desktop is hard wired to the main router.  Every other computer and device connects wirelessly.  We frequently have a problem where one computer at a time stops getting internet connection while the other computers on the network still get an internet connection.  The computer that is losing connection cannot regain a connection unless you restart the computer.  I'm not positive, but I believe I have noticed a correlation where the particular computer that stops getting a connection is using GoToMyPC to connect to an office network at another location.  Anyone have any ideas as to why this is happening and what I can do to fix it?  Thanks for your help.

I don't know why GoToMyPC would cause this issue but let's gather some more info to diagnose:

  1. It's useful to know that this issue, losing internet connection until you restart it, occurs across multiple devices and occurs for both wired and wireless devices.  Right?
  2. It could be an IP address conflict.  Are your devices all using DHCP?  If not, why not?
  3. What OS are the devices that this is happening to, e.g., are they all Windows?
  4. When "stops getting internet connection" what do you mean?  You can't visit a website in a browser, you can't access your other local network devices, etc.?
  5. The next time it occurs on a device, let's get more info:
    • What is the IP address of the device having the issue?
    • Can you ping one of the other local network device's IP address?
    • Can you ping your Orbi router IP address ("ping 192.168.1.1")?
    • Can you ping 8.8.8.8?
    • If you put the device into Airplane mode and then take it out of Airplane mode, do things work again (without restarting the computer)?  If it does work, what IP address does it have now?

 

yohab's avatar
yohab
Aspirant
Oct 20, 2020

Hi,

 

Thanks for your help.  Here are the answers to your question:

 

1.  Yes, it occurs across multiple devices, but random and not the same device at the same time.

2.  Yes, DCHP is enabled on the affected devices (just checked).

3.  Problem is occurring on two devices.  Both are Windows 10.  Kids are using iPad and MacBook air and neither are having problems.

4.  By "stops getting internet," I mean I cannot get a website in a browser, GoToMyPC stops working, and Outlook cannot access emails.  Basically, computer is disconnected from the internet.  At first I thought it was a wifi issue, but today it happened to my ethernet connected computer.  Very strange.

5-8.  Not sure how to ping other devices.  What do you mean?

9.  I'll try the airplane mode, but that should only work on the wireless device, correct?

  • Mikey94025's avatar
    Mikey94025
    Hero
    Oct 20, 2020

    Thanks, this is helpful.  We want to refine the network issue you're having, distinguish between DHCP address resolution (how typing "www.amazon.com" converts into an IP address) and internet connectivity (how your Windows laptop talks to Amazon's IP address).  We also want to see if networking is broken from the laptop to only the internet or to everything else in your home network.

     

    I suggest that the next time one of your computers loses internet access, do the following:

    1. Win-R.  This brings up the Run dialog.
    2. Type "cmd" in the Open: text box and press OK.  This opens a Windows shell.

    In the Windows shell type the following commands.  Capture all the text by selecting it with your mouse, click in the upper-left of the window's top var and a menu will dropdown.  Select Edit...Copy, then you can Paste that text into this forum's reply window.

    1. Type "ipconfig" in the shell.  Note the IP address listed for "Default Gateway" - This is your Orbi's IP address.  The default Orbi config makes this 192.168.1.1 but your may be different.
    2. Note the IP address for "IPv4 Address".  This is your computer's IP address on your home network.  It will look like your Orbi's IP address except a different number at the end, like 192.168.1.38.
    3. Type "ping 192.168.1.1" or whatever your Default Gateway IP address is.  It will either succeed with a handful of Replys with times or else say "Destination port unreachable".
    4. Type "ping 192.168.1.(number)" where (number) is one of the "ipconfig" results from another of your computers.  This will either succeed or be unreachable.
    5. Type "ping www.amazon.com".  This should translate into an IP address via Orbi's DHCP service and then succeed.
    6. Type "ping 8.8.8.8".  This is one of Google's IP addresses and should succeed.