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Topic:
Araknis AN-310-RT-4L2W Connection Issues
This thread has 42 replies. Displaying posts 31 through 43.
Post 31 made on Thursday February 6, 2020 at 12:02
Ranger Home
Super Member
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June 2007
3,486
On February 6, 2020 at 11:33, gwilly said...
Any one know if Sn@p has that Wan #2 port failover software update coming soon for the AN-310-RT-4L2W. I have several high traffic restaurants that need this ASAP--using the 310 Router in 2 of them since they don't have the old 300's any more.

Maybe someone could point me to a network device which could take 2 ISP Wan address and then send them into the existing Araknis 310 Router's Wan 1 to have a kludged together failover setup? Not really interested in switching out the 310 Araknis router at this point.

Calling Snap my net you a more accurate prognosis.
Post 32 made on Thursday February 6, 2020 at 13:06
ichbinbose
Select Member
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August 2011
1,824
On November 23, 2019 at 17:38, lippavisual said...
Switches are fine. Everything else is garbage though.

I’ve stopped using their switch’s as well as the rest of the araknis garbage

After having so many random issues with their equipment, I’m back to the if it has a power cord, stay away from it.
Post 33 made on Thursday January 14, 2021 at 15:24
cgav
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1,568
Anyone still having WAN issues with these routers? I have a site I installed a 110 router. Almost immediately (That same night) the customer complained of dropping internet. Log just referenced no network on WAN 1 in the logs. I replaced with a 310 thinking maybe the 110 was too small for the network. This one lasted about a week before having the same thing happen. Its very random.

The Spectrum guy has been out and checked his line and replaced the modem. He claims everything is kosher to the modem ad it's on our end.

I have reached tier 3 at Snap and cant seem to pinpoint it. I can't get good usable logs out of the router or POE switch but seems like with all Araknis stuff, someone could use my timeline and drill this down and tell me exactly whats happening. Unfortunately, that doesn't seem to be possible. Might end up switching to someone like Aruba whose tech support I have dealt with before and they were able to get into the command line interface and tell me exactly what the issue was and what port was to blame at another house we had a sonos issue with.
Post 34 made on Thursday January 14, 2021 at 21:34
edizzle
Loyal Member
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5,916
On January 14, 2021 at 15:24, cgav said...
Anyone still having WAN issues with these routers? I have a site I installed a 110 router. Almost immediately (That same night) the customer complained of dropping internet. Log just referenced no network on WAN 1 in the logs. I replaced with a 310 thinking maybe the 110 was too small for the network. This one lasted about a week before having the same thing happen. Its very random.

The Spectrum guy has been out and checked his line and replaced the modem. He claims everything is kosher to the modem ad it's on our end.

I have reached tier 3 at Snap and cant seem to pinpoint it. I can't get good usable logs out of the router or POE switch but seems like with all Araknis stuff, someone could use my timeline and drill this down and tell me exactly whats happening. Unfortunately, that doesn't seem to be possible. Might end up switching to someone like Aruba whose tech support I have dealt with before and they were able to get into the command line interface and tell me exactly what the issue was and what port was to blame at another house we had a sonos issue with.

remove the router for a week, let the modem route for a bit
I love supporting product that supports me!
Post 35 made on Friday January 15, 2021 at 12:49
Nima@SnapAV
Lurking Member
Joined:
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April 2019
4
Have you tried setting static DNS on WAN and LAN port?

[Link: snapav.com]
OP | Post 36 made on Friday January 15, 2021 at 17:47
alihashemi
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1,891
Nima's comment along with a firmware update was what solved our issues. Haven't had any problems since.
Ali Hashemi
Post 37 made on Friday January 15, 2021 at 20:15
cgav
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On January 15, 2021 at 17:47, alihashemi said...
Nima's comment along with a firmware update was what solved our issues. Haven't had any problems since.

Thanks. I made the static DNS change when I found this thread in a search. And no updates available. No issues since making the static DNS change yesterday about 3pm.
Post 38 made on Saturday January 16, 2021 at 10:04
gpaul_snapav
Snap AV
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Posts:
March 2011
172
Hi cgav, looks like Nima was able to help you out. I wanted to share my experience and recommend a tool for your tool belt:

I have been fighting Sepctrum connectivity issues in my home since the start of COVID. I have all Araknis gear with 310 router, 310 switches and 810 APs. I first noticed mobile devices showing connectivity but returning spinning wheels. Once I ruled out wifi I started to look at the router and using Fast.com speed tests from a hardwired mac and PC. It wasn’t until I downloaded pingplotter and monitored pings and trace routes to Google and Cloudfare DNS servers over time to find the real issues - higher jitter and latency and round trip times averaging in the 130ms range. One-off speed tests to varying servers will not deliver this insight.

Spectrum is the bane of my existence offering my area max 200mb service. The only alternative is DSL with less than 30mb service at its best. If you read the fine print, Spectrum’s service level threshold is around 30-38ms if I recall correctly.

Spectrum 1st level techs have been out to my home no leas than half a dozen times over the last year to address this. I had my own “spectrum approved” Netgear modem – no surprise Spectrum blamed that. So I bought a newer version of the modem (also approved by Spectrum) and still had latency issues and WAN dropouts. Spectrum then came out and replaced all of the RG ends from the box to the side of my home but of course that did nothing. I finally got a support agent on the phone who admitted seeing 20% packet loss and up to 640ms latency. He confirmed is was NOT my home and put a “watch” on my line promising a “3rd” level tech would address it. Issues continued and I threw in the towel and converted over to a Spectrum supplied Arris modem/router (bridge mode, wifi off) so they couldn’t blame me, but to no surprise that didn’t solve the issues.

Using pingplotter I can see the issue is road runner hardware two hops from my home explaining why my neighbors and I have issues at the same time. Being on a shared service it is interesting to see the impacts of learn from home, work from home and entertain at home on the service level to my home. No surprise you can see service degrade in the morning, restore somewhat midafternoon and degrade again in the evening with high latency and many times short, complete dropouts. I have tried to explain this to my neighbors having the same issues on other hardware but even my technical neighbors continue to use a single speed test result to misinform their perspective.

To work from home I was forced to add DSL as a second WAN to my Araknis 310 which has helped as a backup but Murphy’s law prevails and I have had at times BOTH services down! Knock on wood, the last few months have improved as some kids and folks return to school and work, and hopefully Spectrum works to upgrade their system.
G. Paul Hess
SnapAV Chief Product Officer
gpaul.hess@snapav.com
Post 39 made on Saturday January 16, 2021 at 11:26
tomciara
Loyal Member
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Posts:
May 2002
7,958
G Paul, so PingPlotter identified your problem, but there is no fix available?

How do you fix a hop in the middle anyway, outside of your own network?
There is no truth anymore. Only assertions. The internet world has no interest in truth, only vindication for preconceived assumptions.
Post 40 made on Saturday January 16, 2021 at 12:50
edizzle
Loyal Member
Joined:
Posts:
March 2005
5,916
On January 16, 2021 at 11:26, tomciara said...
G Paul, so PingPlotter identified your problem, but there is no fix available?

How do you fix a hop in the middle anyway, outside of your own network?

you dont!!
I love supporting product that supports me!
Post 41 made on Saturday January 16, 2021 at 14:52
cgav
Select Member
Joined:
Posts:
September 2009
1,568
Thanks. I will add a PC on site and run that software if this issue isn’t resolved by the static DNS change.


What is the reason that the dns needs to be changed from dynamic, provided by ISP, to google/cloud flare/etc? Seems weird that such a change would be required to have a functional network.

Last edited by cgav on January 17, 2021 14:14.
Post 42 made on Saturday January 16, 2021 at 17:37
Don Heany
Senior Member
Joined:
Posts:
September 2008
1,178
On January 16, 2021 at 12:50, edizzle said...
you dont!!

tracert exercise, simple and built in.
Post 43 made on Sunday January 17, 2021 at 08:40
Fins
Elite Member
Joined:
Posts:
June 2007
11,627
On January 16, 2021 at 10:04, gpaul_snapav said...
Hi cgav, looks like Nima was able to help you out. I wanted to share my experience and recommend a tool for your tool belt:

I have been fighting Sepctrum connectivity issues in my home since the start of COVID. I have all Araknis gear with 310 router, 310 switches and 810 APs. I first noticed mobile devices showing connectivity but returning spinning wheels. Once I ruled out wifi I started to look at the router and using Fast.com speed tests from a hardwired mac and PC. It wasn’t until I downloaded pingplotter and monitored pings and trace routes to Google and Cloudfare DNS servers over time to find the real issues - higher jitter and latency and round trip times averaging in the 130ms range. One-off speed tests to varying servers will not deliver this insight.

Spectrum is the bane of my existence offering my area max 200mb service. The only alternative is DSL with less than 30mb service at its best. If you read the fine print, Spectrum’s service level threshold is around 30-38ms if I recall correctly.

Spectrum 1st level techs have been out to my home no leas than half a dozen times over the last year to address this. I had my own “spectrum approved” Netgear modem – no surprise Spectrum blamed that. So I bought a newer version of the modem (also approved by Spectrum) and still had latency issues and WAN dropouts. Spectrum then came out and replaced all of the RG ends from the box to the side of my home but of course that did nothing. I finally got a support agent on the phone who admitted seeing 20% packet loss and up to 640ms latency. He confirmed is was NOT my home and put a “watch” on my line promising a “3rd” level tech would address it. Issues continued and I threw in the towel and converted over to a Spectrum supplied Arris modem/router (bridge mode, wifi off) so they couldn’t blame me, but to no surprise that didn’t solve the issues.

Using pingplotter I can see the issue is road runner hardware two hops from my home explaining why my neighbors and I have issues at the same time. Being on a shared service it is interesting to see the impacts of learn from home, work from home and entertain at home on the service level to my home. No surprise you can see service degrade in the morning, restore somewhat midafternoon and degrade again in the evening with high latency and many times short, complete dropouts. I have tried to explain this to my neighbors having the same issues on other hardware but even my technical neighbors continue to use a single speed test result to misinform their perspective.

To work from home I was forced to add DSL as a second WAN to my Araknis 310 which has helped as a backup but Murphy’s law prevails and I have had at times BOTH services down! Knock on wood, the last few months have improved as some kids and folks return to school and work, and hopefully Spectrum works to upgrade their system.

Why isn’t something like Pingplotter in OVRC?
Civil War reenactment is LARPing for people with no imagination.

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