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Aspirant
Posts: 18
Registered: ‎2011-10-12

My laptop causes internet connection loss

Hello,

I think I've narrowed this down a bit now.

Whenever I turn on my laptop our router disconnects from the internet (I think) shortly after. Sometimes I can access the internet for about a minute then nothing.

All the other wired/wireless devices can turn off and on, go to sleep, access the net all day and no problems. Sooo....here's a bit of the router log I think might help.

[Time synchronized with NTP server] Thursday, November 10,2011 23:06:51
[Internet connected] IP address: 68.4.171.119, Thursday, November 10,2011 23:06:45
[Internet disconnected] Thursday, November 10,2011 23:06:34
[UPnP set event: del_nat_rule] from source 192.168.1.3 Thursday, November 10,2011 23:02:14
[UPnP set event: add_nat_rule] from source 192.168.1.3 Thursday, November 10,2011 22:59:28

And yes I found out where that IP address goes.:eek: I'm guessing my laptop has a virus/trojan. AVG antivirus has found nothing wrong so far.

Any ideas would be great!

Thanks,
Tony
Luminary
Posts: 89,285
Registered: ‎2009-01-27

Re: My laptop causes internet connection loss

uPnP works when computer request for need of ports. Some thing with computer ends with Ip .3 has requested to router to open it

Nor sure disconnection directly connected to its computer but very possible this computer with still malware etc
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June Mizoguchi-
Apprentice
Posts: 2,024
Registered: ‎2011-05-23

Re: My laptop causes internet connection loss

MtnBikeGeek wrote:
[Internet disconnected] Thursday, November 10,2011 23:06:34
[UPnP set event: del_nat_rule] from source 192.168.1.3 Thursday, November 10,2011 23:02:14
[UPnP set event: add_nat_rule] from source 192.168.1.3 Thursday, November 10,2011 22:59:28

Those log entries are indeed suspicious. UPnP is required by some software (e.g. games) but it can also be used by malware that has gotten installed on your laptop to wreck havoc.
I'm guessing my laptop has a virus/trojan.

That's very possible. At the same time it is somewhat contrary as most malware would prefer to open an internet connection.
AVG antivirus has found nothing wrong so far.

The immediate and more pressing concern is to seek help for a possible infection. There are many sites on the web that offer help, but 2 of the more prominant and reputable ones are:

http://www.bleepingcomputer.com/forums/forum103.html

http://spywarewarrior.com/index.php

Ensure you read and follow the respective forum rules and guidelines when you join the forums to seek help.

Once you have cleaned your PC, here is some other food for thought:

Do you ensure you update AVG's malware definitions database everyday, or is it set to do so automatically? Even so, it is still possible to get infected because no single program detects everything. This is the reason why some people have a real-time anti-malware but still run regular scans with other anti-malware programs.

Having more than one anti-malware program installed on your PC can be problematic if they are incompatible. I personally have 3 but they don't conflict.

Another approach is to to use "cloud-based" scanners, but you must be connected to the internet when using them. A notable tool is David Lipman’s Multi-Scanning Tool. This CLS is an interface that combines what looks like internet shortcuts to 4 or 5 scanners of repute. I've been meaning to try it but never got around to it, so can't say how effective it is. Users have praised it highly though.

A third option is to use an anti-malware program that incorporates HIPS. What this does is detect malware behaviour rather than rely on a database. This is the more effective way to deal with "zero-day" exploits. However it requires the input of a more knowledgeable user to "train" the program and to identify threats. One school of thought is that behaviour-monitoring will eventually replace database-dependent anti-malware programs.

Whichever of these methods you choose as appropriate for you, may not suit another. Also, the type of internet activity (mainly) that you engage in has a lot to do with how much risks you take. The more risky the sites you visit, the greater the measures that must be taken for protection. IMHO, P2P activity, torrent downloads and online gaming are quite risky.

Hopefully, you would have found my input useful, and good luck! Smiley Happy
Tutor
Posts: 2,017
Registered: ‎2010-02-22

Re: My laptop causes internet connection loss

The log does deffo look odd...Course, the upnp rule doesnt seem to be followed by a report of remote access. So it's opening something, and it's not getting used. I dont think the upnp used in this router allows modification of the routing tables in a way that this should happen.


If you run a scan of trend micro's hijackthis and send me the logs I can gleam over it (Send logs via private msg, wrap them in the #code# tag.

A 4 min delay is a long one too. Perhaps it's not spyware/malware, perhaps the modem is just falling over for some reason. Log into the modem if you can and view it's logs to see what it says.
Aspirant
Posts: 18
Registered: ‎2011-10-12

Re: My laptop causes internet connection loss

Thanks, I'll do that. Not sure how to log into cable modem but I'll look into it.

Tony
Aspirant
Posts: 18
Registered: ‎2011-10-12

Re: My laptop causes internet connection loss

Used windows network trouble shooter tonight and got a DNS server not responding message...??!!

None of our other computers get this.

Do ya think reloading windows would help?


Tony
Luminary
Posts: 89,285
Registered: ‎2009-01-27

Re: My laptop causes internet connection loss

Is this the device end with .3 ?
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June Mizoguchi-
Apprentice
Posts: 2,024
Registered: ‎2011-05-23

Re: My laptop causes internet connection loss

@MtnBikeGeek,

As per jmizoguchi, you need to locate which of your computers or devices has been assigned the IP address of 192.168.1.3. That is the machine shown on the log entries.

Have you sent a HijackThis log to jlewter from that machine as requested?

Used windows network trouble shooter tonight and got a DNS server not responding message...??!!

That may or may not be related. Instead of jumping all over the place, why don't you take up jlewter's offer...??!!
Tutor
Posts: 2,017
Registered: ‎2010-02-22

Re: My laptop causes internet connection loss

He did..

There's a lot of common "Junk" running on the system, but nothing sticks out to me at all in terms of causing issues...

The only thing I dont have experience with is the icloud services, I don't see how that could make the router connection get bumped, but between that and bonjour running I dont find the dns error odd.

I suggested disabling the icloud bit to see if the problem goes away, if it does then its up to netgear to fix the fault. I also suggested he change his routers login password, on the off chance that something scripted is telling the router to renew ip. Course, his log didnt show a remote connection so I doubt it's that.

To me, it looks like his modem or isp is resetting the connection, but I am basing that on the few lines in the log file ;P.
Luminary
Posts: 89,285
Registered: ‎2009-01-27

Re: My laptop causes internet connection loss

Should run wireshark and capture some log.
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June Mizoguchi-
Apprentice
Posts: 2,024
Registered: ‎2011-05-23

Re: My laptop causes internet connection loss

jlewter wrote:
He did..

Good.

...but nothing sticks out to me at all in terms of causing issues...

I can't even pretend to know any better. If it was me I'd be running to Bleeping Computer already, but I willingly defer to your wider experience here.

The only thing I dont have experience with is the icloud services...

Me? Worse! So I wouldn't even try to answer.

I also suggested he change his routers login password, on the off chance that something scripted is telling the router to renew ip. Course, his log didnt show a remote connection so I doubt it's that.

It's still a very good suggestion.

To me, it looks like his modem or isp is resetting the connection, but I am basing that on the few lines in the log file

Wasn't he able to get a log from the modem to you? Maybe he needs to look at the modem's LEDs regularly to see if he can catch it doing a reboot?

[UPnP set event: del_nat_rule] from source 192.168.1.3 Thursday, November 10,2011 23:02:14
[UPnP set event: add_nat_rule] from source 192.168.1.3 Thursday, November 10,2011 22:59:28

Was he able to say which device had that IP and what was triggering the UPnP?
Apprentice
Posts: 2,024
Registered: ‎2011-05-23

Re: My laptop causes internet connection loss

jlewter wrote:
He did..

I wrote a reply and sent it off quite a while now. I just don't know what became of it - and it's not the first time this has happened. Did I say something wrong?

Nevertheless, did the OP ever find out which device had the IP 192.168.1.3 and what was triggering the UPnP seen in the logs?
Virtuoso
Posts: 12,951
Registered: ‎2015-07-05

Re: My laptop causes internet connection loss

Joe, there are no deleted posts in this thread, are you refering to post #11?
Apprentice
Posts: 2,024
Registered: ‎2011-05-23

Re: My laptop causes internet connection loss

Sorry Andy (see my reply to a similar post in another thread).

But 1 hour and 43 minutes after re-visiting (and refreshing) the page it simply wasn't there! Was there so much traffic? Or maybe something was being done on the server that had priority?

As said in that other reply, it just a bit disheartening to take some time to put together a post (sometimes) only to lose it. Smiley Sad
Aspirant
Posts: 18
Registered: ‎2011-10-12

Re: My laptop causes internet connection loss

Hello all,

Thanks again for all the help. I was away on vacation. Our internet/network was up and running fine the whole time I was away. Plugged in my laptop and 2 minutes later...crash!

In answer to previous questions... the .3 address is my laptop. I did a fresh install of Windows 7 and updated to current drivers before vacation. Used wireless at relatives house for 3 days no prob. Came back and :confused:.

Thanks again Joe for looking at the data log.

As for iCloud...the issue was pre iCloud.

Tony
Aspirant
Posts: 18
Registered: ‎2011-10-12

Re: My laptop causes internet connection loss

P.S. I should say that the router is always accessible for administrative functions. It has never become inaccessible. Just looses internet...so maybe it is more of a cable modem function? :confused:

Tony
Tutor
Posts: 2,017
Registered: ‎2010-02-22

Re: My laptop causes internet connection loss

Did you ever manage to get into the modem logs?

I would get ahold of those first, Wireshark could help find the problem but you sound sorta novice so it wouldnt be ideal.

The problem could be anywhere at the moment, I wouldnt rule any device out.

Modems can fall over for a lot of reasons, but I wouldnt expect it to be specific to your laptop.
Aspirant
Posts: 18
Registered: ‎2011-10-12

Re: My laptop causes internet connection loss

I used to know enough to be dangerous...not sure I know that much now.

I'm unable to find out how to get into the log function of my cable modem. It's a Ambit U10c018. Can't find much info.

Thanks,
Tony
Luminary
Posts: 89,285
Registered: ‎2009-01-27

Re: My laptop causes internet connection loss

Modem Configuration Page Address(es): http://192.168.100.1

and/or get manual to the unit
http://www.ubeeinteractive.com/
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June Mizoguchi-
Aspirant
Posts: 18
Registered: ‎2011-10-12

Re: My laptop causes internet connection loss

Thank you...modem log to follow.

Tue Nov 22 21:07:41 2011 Tue Nov 22 21:07:41 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Nov 22 10:40:29 2011 Tue Nov 22 10:40:29 2011 Information (7) Authorized
Tue Nov 22 10:40:28 2011 Tue Nov 22 10:40:28 2011 Information (7) Registration complete!
Tue Nov 22 10:40:28 2011 Tue Nov 22 10:40:28 2011 Information (7) We registered with a DOCSIS 1.1 config file!
Tue Nov 22 10:40:28 2011 Tue Nov 22 10:40:28 2011 Information (7) Received a REG-RSP message from the CMTS...
Tue Nov 22 10:40:28 2011 Tue Nov 22 10:40:28 2011 Information (7) Sending a REG-REQ to the CMTS...
Tue Nov 22 10:40:28 2011 Tue Nov 22 10:40:28 2011 Information (7) CableModem SNMP configure complete
Tue Nov 22 10:40:28 2011 Tue Nov 22 10:40:28 2011 Notice (6) TLV-11 - unrecognized OID
Tue Nov 22 10:40:21 2011 Tue Nov 22 10:40:21 2011 Information (7) IP init completed ok
Tue Nov 22 10:40:21 2011 Tue Nov 22 10:40:21 2011 Information (7) CableModem TFTP init ok
Tue Nov 22 10:40:16 2011 Tue Nov 22 10:40:16 2011 Information (7) CableModem DHCP client init ok
Tue Nov 22 10:40:09 2011 Tue Nov 22 10:40:09 2011 Information (7) MAP w/initial maintenance region received
Tue Nov 22 10:40:08 2011 Tue Nov 22 10:40:08 2011 Information (7) Downstream sync ok
Tue Nov 22 10:40:08 2011 Tue Nov 22 10:40:08 2011 Information (7) Beginning initial ranging...
Tue Nov 22 10:40:08 2011 Tue Nov 22 10:40:08 2011 Information (7) downstream time sync acquired...
Tue Nov 22 10:40:08 2011 Tue Nov 22 10:40:08 2011 Information (7) Downstream sync ok
Tue Nov 22 10:40:08 2011 Tue Nov 22 10:40:08 2011 Information (7) starting ds time sync acquisition...
Tue Nov 22 10:40:08 2011 Tue Nov 22 10:40:08 2011 Information (7) Received a UCD message!
Tue Nov 22 10:40:03 2011 Tue Nov 22 10:40:03 2011 Information (7) Locked on the downstream. Waiting for UCDs...
Tue Nov 22 10:40:03 2011 Tue Nov 22 10:40:03 2011 Information (7) Downstream lock ok
Tue Nov 22 10:40:03 2011 Tue Nov 22 10:40:03 2011 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Tue Nov 22 10:40:01 2011 Tue Nov 22 10:40:01 2011 Critical (3) REG RSP not received
Tue Nov 22 10:40:01 2011 Tue Nov 22 10:40:01 2011 Information (7) Timed out waiting for a REG-RSP!
Tue Nov 22 10:40:01 2011 Tue Nov 22 10:40:01 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Nov 22 10:39:58 2011 Tue Nov 22 10:39:58 2011 Information (7) Sending a REG-REQ to the CMTS...
Tue Nov 22 10:39:58 2011 Tue Nov 22 10:39:58 2011 Critical (3) REG RSP not received
Tue Nov 22 10:39:58 2011 Tue Nov 22 10:39:58 2011 Information (7) Timed out waiting for a REG-RSP!
Tue Nov 22 10:39:58 2011 Tue Nov 22 10:39:58 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Tue Nov 22 10:39:55 2011 Tue Nov 22 10:39:55 2011 Information (7) Sending a REG-REQ to the CMTS...
Tue Nov 22 10:39:55 2011 Tue Nov 22 10:39:55 2011 Critical (3) REG RSP not received
Tue Nov 22 10:39:55 2011 Tue Nov 22 10:39:55 2011 Information (7) Timed out waiting for a REG-RSP!
Tue Nov 22 10:39:54 2011 Tue Nov 22 10:39:54 2011 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...


Tony
Tutor
Posts: 2,017
Registered: ‎2010-02-22

Re: My laptop causes internet connection loss

I hate those type of log files ;P....
Instance based stuff stinks.. The "TLV-11 - unrecognized OID" error is interesting but probably doesnt relate to any fault your seeing.. the wndr3700 gets it's time from NTP, so try to compare a disconnect time, to the times shown in the modem logs.

Also try to make a note of the log after each disconnect, and keep count of the counters. As long as you dont reboot the modem it should help point us somewhere :/
Aspirant
Posts: 18
Registered: ‎2011-10-12

Re: My laptop causes internet connection loss

Some more observations...

The cable modem does not log anything when the dropout occurs.

The router does not seem to log anything when the dropout occurs. Although, the log seems to fill up and stop at some point so it's kind of hard to tell.

I can always access the router admin functions and the cable modem functions.

Everyone using the router loses internet connectivity.

Only my computer causes the dropout (about 2 minutes after boot).

I do not have to be using the internet to cause the dropout (although I'm sure windows 7 is online in the background).

I'm scratching my head. :confused:

Thanks,
Tony
Aspirant
Posts: 18
Registered: ‎2011-10-12

Re: My laptop causes internet connection loss

Oh, I forgot to mention...

I can usually get internet access back by accessing the routers admin functions...going to Router Status and release/renew IP then to Basic Settings and Test. Sometimes this has to be done twice.

Again, not sure is any of this is relevant.

Thanks,
Tony
Tutor
Posts: 2,017
Registered: ‎2010-02-22

Re: My laptop causes internet connection loss

Finding this error is going to be a lot of work.

It generally sounds like there's a broadcast (coming off of your pc) that's skuppering something.

We could do a lot of changes, but it's going to be time consuming and if your a novice, you will probably be fed up.

I have a couple of things to try in the router first.
Save your settings before we begin, tho, by now you can probably set them without looking.


There is one thing that you could try that's easy and quick, this would alter your laptop and not the router. There's a tool on GRC that can disable UPNP for your windows based pc's. If the problem is UPnP based then it would stop it. This wouldnt tell us exactly what's falling over, but it might be worth doing. I keep it disabled on all of my pc's, but some games may require UPNP. The tool can turn it off and on at will, so there shouldnt be any harm in trying it first.

Here's my list of stuff we can try that will not require much effort.

1) Change RIP Direction (Advanced / LAN Setup / Rip Direction) to both, or in.
Change RIP Version to Disabled.
Reboot th e router and test it again!

If it still happens...


2) Turn off UPNP (advanced / UPNP / untick box) then Reboot router, then test.

If it still happens...

3) Give one of the pc's that works a settings for a FIXED IP, DNS, GATEWAY. Change all the settings so it doesnt request anything from DHCP, after that's done then reboot the pc and make sure all is well. Then connect your laptop and see if connectivity is lost again.

If it still happens...

4) Turn on the GuestWifi network on the router and try using your flakely trouble causing pc on the GuestNetwork. See if this causes connectivy loss on the other pc's.

If it still happens...

Then We will probably need to move into stuff like wireshark.
You shouldnt have these kinds of problems, Even when you see this stuff a lot it can take a while to figgure out the fault, and then there may be nothing you can do about it!. Hopefully a netgear bug report would get you somewhere.
Aspirant
Posts: 18
Registered: ‎2011-10-12

Re: My laptop causes internet connection loss

Issue resolved....I think.

The one item I forgot to bring up...because I thought it could never cause a problem...is the printer. Yes, the POS HP printer.

After purchasing a new Netgear router I was searching the discussion forums to get a head start on any possible issues. Reading through until I got to one titled "My printer crashes my network" or something to that effect. Sure enough, someone had a HP networked printer that was crashing his/her network. I read through until I found their resolution...tried it on my printer and what do ya know. Network/Internet has been working for 6 hours no problems....and yes this is a record!!

I'll try to find the post/fix and re-post it here.

Thanks again to everyone that was helping!! Sorry I wasn't giving enough or the right information to help me out.

Thanks again,
Tony


I will try to change the name of this thread to reflect the problem/fix
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