internet disconnects when plug in ethernet cord

[krusch00]

i have internet on the device until i plug in an ethernet cord to go to my switch.. any ideas why?

[plemans · Accepted solution]

Thats why I'm curious what the modem/gateway is. 

I've seen it but usually its a managed switch or double nat issue causing problems. 

For  every device to cause issues tends to confuse the issue a bit. 

How old is the orbi? 

If its within the 90 days free support window the client could contact support for free. 

[plemans]

1. What switch do you have? 

2. What firmware is on the orbi?

3. What modem is the orbi connected to? 

4. What happens when you plug in the switch? Does the orbi reboot, do all devices drop (wired and wireless), does the connection not work? What exactly happens? 

5. does it only happen with the switch?  Plug in other devices and it works fine?

[krusch00]

its an hp switch 2810

latest firmware on orbi

it doesnt reboot or anything just looses internet 

its connected  to a fiber modem from the isp

testing other devices now

[plemans]

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@krusch00 wrote:

its an hp switch 2810

latest firmware on orbi

it doesnt reboot or anything just looses internet 

its connected  to a fiber modem from the isp

testing other devices now

---

You need to be a bit more specific. 

the hp 2810 has several version. but they're a managed switch. Some managed switches have issues. Make sure to disable any green modes/features. Also disable igmp snooping on it. 

Which version of firmware? We ask because it changes frequently and a number helps those in the future with issues. 

What isp modem is it? Some have their own integrated router features. 

[krusch00]

i am not on location so have limted details

the hp2810 has been factory reset.

it happens no matter what is plugged into the ethernet port

the firmware just says latest in the app. 

[plemans]

sorry, not trying to be a jerk I'm just curious. You're not at the location but you were able to try plugging in different things?

Is it all ethernet ports? just 1? 

And every device hardwired in causes disconnects? 

When you get to the location, modem/gateway are important as well. 

And firmware numbers. the app doesn't always have devices on the latest firmware. 

[krusch00]

no im not there the customer is.

any switch on the port kills wan on orbi.

plugged in a different switch same thing

 this is a new setup with new modem router switch router and switch factory reset

the switch and modem worked fine on the old router from their old house -- we had it plugged in for 2 days until i couuls get on location

i am trying to have him get me remote access until i can get there.

i was hoping for some general ideas or hoping someone has seen this behavior before. 

[plemans · Accepted solution]

Thats why I'm curious what the modem/gateway is. 

I've seen it but usually its a managed switch or double nat issue causing problems. 

For  every device to cause issues tends to confuse the issue a bit. 

How old is the orbi? 

If its within the 90 days free support window the client could contact support for free. 

[krusch00]

i am past the 90 days. 

i plan on going to location tonight so will have more in about 4 hours.

thanks

[schumaku]

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@krusch00 wrote:

any switch on the port kills wan on orbi.

plugged in a different switch same thing 

---

Any unmanaged switch, too? Or only managed switches with (wild guess) STP on by default? 

[krusch00]

got it working last night it ended up being something with the new fiber modules in the hp switch. even with putting a device inbetween the orbi and that switch it would still kill internet. not sure why but its working so customer is happy thanks for the help.