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Mechtech57's avatar
Mechtech57
Aspirant
Jan 12, 2023

Unstable internet connection when using Zoom

Hello. When I am on a Zoom call the video and audio freezes for about 15 seconds and then resumes. This happens about every ten minutes or so. I was using an older laptop and thought it might be having issues so I upgraded to a newer faster model but the problem continues. I was using the Xfinity router provided by Comcast but turned it in about a year ago and bought my own. I don't recall having the Zoom issue with the old router but it's been a while. My new router is the Nighthawk AX6 model CAX30.  I've been reading trouble shooting tips for this problem but I can't access my router settings on my laptop. Any suggestions as to where to start? And I am not computer savvy. Please provide details with any suggestions. Please.

10 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Jan 12, 2023

    What Firmware version is currently loaded?

     

    How is Basic and Advanced wireless settings configured on the modem? 

     

    What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
    Any Wifi Neighbors near by? If so, how many?

     

    Try disabling the following and see:
    Armor, Smart Parental Controls or Circle, Traffic Meter.

    Enable Beamforming and MIMO. Set 20/40Mhz Coexistence to 40Mhz only. Set CTS to 64. Set Short preamble instead of Long preamble modes. Save settings and reboot the router and satellite(s). Under Advanced Tab/Advanced Settings/Wireless Settings

    • Mechtech57's avatar
      Mechtech57
      Aspirant
      Jan 12, 2023

      FURRYe38 Thanks for the reply but as I mentioned in my original post. I am not computer savvy. The info that you provided means nothing to me.

    • Mechtech57's avatar
      Mechtech57
      Aspirant
      Jan 13, 2023

      FURRYe38 

      I was able to find some of your suggestions.

      My firmware version is V1.4.11.2

      There is a lot of info available under Basic and Advanced wireless settings. Can you be more specific?

      Beam forming and MIMO are already enabled.

      Traffic meter is already disabled.

      I cannot find Armor, Smart Parental Controls or Circle.

      I cannot find 20/40Mhz Coexistence to 40Mhz only.

      Is CTS the same as CTS/RTS Threshold and do I change it for both 2.4 and 5 Ghz?

      I set to short preamble.

      I changed channels from Auto to channel 1, on 2.4Ghz.  I left 5Ghz at the preset because it was recommended by Netgear.

      • FURRYe38's avatar
        FURRYe38
        Guru - Experienced User
        Jan 13, 2023

        What channels is the modem set for? 

        Try setting manual channel 40 to 48 channel on 5Ghz if needed.

         

        Is WMM enabled under advanced wireless settings? 

        Uncheck the check box next to 20/40Mhz Coexistence and apply the setting.

        CTS should be defaulted to 2347, leave this if it's at this value for both radios. 

         

        Might disable Traffic Meter temporarily.

         

        Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200. Under Advanced Tab/Setup/LAN Setup. 

         

         

  • Mechtech57's avatar
    Mechtech57
    Aspirant
    Jan 12, 2023

    UPDATE: I did a factory reset and I'm now able to access my router settings on my laptop.