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Forum Discussion
Ethernet Disconnects from PC Windows 11 - AX5300
Hello, I have been having an issue for over a year or so where my ethernet disconnects and reconnects seemingly at random. Some days it doesn't do it, other days it does it a lot. I have tried diffe...
Sorry for the lack of info and thank you for replying.
It's a Nighthawk AX6 6-Stream AX5300 (RAX49) | Serial: 6PX12674D3C4D
Firmware Version V1.1.4.28_2.1.26
When updating it says no update available.
The modem is a Nighthawk CM1200 DOCSIS 3.1
Firmware Version V3.02.01
One thing to note is that I was getting the issue before I got the modem, but it could possibly be the same issue with a different cause.
I am the only ethernet connected to the router and I have not personally noticed the WIFI also going out at the same time. But my roommate who only uses WIFI has said it randomly drops and starts again as well, but that might be separate issue since the WIFI on my laptop has never gone out.
One thing I just noticed when logging into my modem however, is that I see some critical messages that may be ISP related?
Critical (3)
Started Unicast Maintenance Ranging - No Response received -
At seemingly random times
RobbieGibbs21 wrote:Sorry for the lack of info and thank you for replying.
It's a Nighthawk AX6 6-Stream AX5300 (RAX49) | Serial: 6PX12674D3C4D
Firmware Version V1.1.4.28_2.1.26
When updating it says no update available.
The modem is a Nighthawk CM1200 DOCSIS 3.1
Firmware Version V3.02.01
One thing to note is that I was getting the issue before I got the modem, but it could possibly be the same issue with a different cause.
I am the only ethernet connected to the router and I have not personally noticed the WIFI also going out at the same time. But my roommate who only uses WIFI has said it randomly drops and starts again as well, but that might be separate issue since the WIFI on my laptop has never gone out.
One thing I just noticed when logging into my modem however, is that I see some critical messages that may be ISP related?
Critical (3)
Started Unicast Maintenance Ranging - No Response received -
At seemingly random times
The model number of your router is RAX49. The firmware you have installed is the most recent available. The Netgear internal firmware update is historically unreliable. It is far best to go to the downloads section at the top of this page, enter your router model number and check to see the most current firmware version available. Then manually update it when necessary
Based on the symptoms, the first thing to do is look at the incoming signal power levels on your modem. Here is a support document with details on how to do that.
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
It is best to copy and past the entire table into a word processor program and save it off to a PDF file. Do what cleanup is necessary to make it legible. A page of gibberish does not help. Then attach the PDF file to a reply message. You can only attach one file to a message. Simply create a second or more messages when you have more than one file.
The critical (3) maintenance error is usually a sign your modem has rebooted.
Next it is good to copy and post your event log. If you need it, here is the support document on looking at the event log.
Here is also a good place to copy and past the log into a word processor program and save it off to a PDF file. Do what cleanup is necessary to make it legible. In the event log, you will see lines that indicate CM-MAC, that is the MAC address of your modem. It is best to edit those out before you post the file. Replace the actual address with 0’s or X’s.
Here are the signal power levels
RobbieGibbs21 wrote:Here are the signal power levels
The power levels for your downstream bonded channels are a little high. However, Xfinity has been running their networks hot like this for some time now.
There are some correctable/uncorrectable errors shown. However, you did not include the last lines of the page that would show the system up time. These errors accumulate over time since the last boot and then reset to zero at boot. It would be good to know if these errors accumulated over several hours, several weeks, or several months.
For the upstream bonded channels, you show only two locked. There should be at least four. This is an issue for Xfinity to resolve.
You show one OFDM and one OFDMA channel locked. This is normal for areas that have been upgraded to the Enhanced Speed Network.
I had a power outage last week so the uptime when I checked was 8 days if I remember correctly, my apologies.
I also have Spectrum as my ISP, surprisingly Xfinity is not available to my specific address.
Also, just had a long disconnect this morning where I noticed in control panel it kept saying ethernet unplugged. I didn't see any logs that could be related on the router or modem
It could very well be my computer, but if my network card is failing with multiple drivers and even a USB dongle, I am not sure what to do. Unless the 3 cables I got were all faulty.
Here is the event log, I think I got rid of all the addresses.
The last few days I mainly used the desktop at night, it happened quite a bit I think from 20:00 - 22:00, but I am not 100% sure if I see any messages that exactly match when I got the disconnects for tonight. I also had them the night before. It's pretty random with some nights none with others a lot, possibly related to the activity of the WIFI users in my home?
Returning to the issue of Ethernet Disconnects, there have been issues with the drivers for Ethernet hardware in the past. Intel was especially guilty.
I doubt if it is the cause of this problem, but it might be worth investigating that path.
Unfortunately, Windows update will not discover drivers at that level. You need to find the source of the Ethernet chips and then see if there are newer drivers out there.
Disclaimer: Just another user with time on their hands.
michaelkenward wrote:Returning to the issue of Ethernet Disconnects, there have been issues with the drivers for Ethernet hardware in the past. Intel was especially guilty.
I doubt if it is the cause of this problem, but it might be worth investigating that path.
Unfortunately, Windows update will not discover drivers at that level. You need to find the source of the Ethernet chips and then see if there are newer drivers out there.
michaelkenward Very true on the Intel driver issue.
How old is the PC? Check the control panel device manager and look to see if the Ethernet port is from the Intel Killer Series of chips. The Intel drivers had problems. The most recent Dell machines I have worked with had 2.5 Gbps Ethernet ports and the drivers were OK, but the Killer Experience software was a mess and the directing engines had to be disabled to get any upstream throughput.
RobbieGibbs21 wrote:Here is the event log, I think I got rid of all the addresses.
The last few days I mainly used the desktop at night, it happened quite a bit I think from 20:00 - 22:00, but I am not 100% sure if I see any messages that exactly match when I got the disconnects for tonight. I also had them the night before. It's pretty random with some nights none with others a lot, possibly related to the activity of the WIFI users in my home?
Do you know how long ago Xfinity upgraded your area to the Enhanced Speed Network?
With the profile assignment changes, Xfinity is just flexing the features of their new network. Nothing unusual. The T3 timeouts should coincide with the modem re-boots and your Ethernet connection issues. One or two T3’s over 24 hours should not be considered a major issue. There are a lot of piece parts to the new network and sometimes the new parts have issues with components and firmware updates.
Good job with providing the cable connection and event logs as PDF.
I don't believe Xfinity is available at my specific address, also looking at their website San Diego isn't on the list so I am unsure.
But being that I've had these issues for almost 2 years now, I assume it's either the lines or my PC. My only move might be trying a PCIE Network card, but I feel like if the over expensive USB dongle didn't work the PCIE might not either.
