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unstable internet connection while playing

SystemSystem Member, NoReporting Posts: 178,019 Arc User
Ok i've been getting a strange problem. When i'm playing STO, while in the middle of gameplay i suddenly lose internet connection. At first i thought it was the server went down, but i found that STO's server is just fine. I wait three minutes and then my internet is back again.

I called my local ISP and they are not finding any technical problems at all.

When i first started playing this game i only had 3MB of download speed. But now i am using 18MB download speed and 1.5MB Upload speed with a ping of 11ms(according to speedtest.net)

This is the best internet speed i have ever had and even back when i was using only 3MB upload i had no problems playing STO.

I have never had ANY technical issues with my current ISP until i started playing.

Has anybody ever heard of this kind of problem before?

Below is some info that might help ya'all help me:

I'm using a Cable internet connection. The cable is connected to a wireless router and my PC is connected to the router via a Wifi chip that i got plugged into one of my USB ports. Both the Router and the Wifi chip are brand new and are not damaged in any way.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    I opened a ticket and so far only I have been updating it since it was opened sunday.

    With the game being buggy on loading zones ( for me at least ) I assumed it was my pc and just got used to rebooting, turing off threatfire and logging back in if it got to the point i am moving around and the npcs are not getting damaged.

    Flying around a nebula at full speed AFTER you hit the R key ( engine stop ) is anoying to say the least, rubber banding FORWARD and backward is even more so.

    The only thing I cant check is what ports my ISP ( or any one of the many locations between me and the game ) are blacklisting to stop Peer to Peer file sharing and that is getting me to log in, get told after 5 min of free flight at full speed with 0 engine power that i am being marked AFK. and 2 to 5 min after the server DCs me.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    ok i just had the tech support guys from my ISP come over to my house. the tech support guys turns out to be a hard core xbox live gamer and he told me he experienced the same problem with his connection whenever he tried to play games online while connecting his xbox to the internet wirelessly. He told me he solved his problem by just using an old fashioned ethernet cord.

    He gave me a free ethernet cord and now i'm hardwired to the internet via ethernet instead of wifi.

    The connection started to work great, but then i started to have problems again. Whenever i called my local ISP again from their end their system is saying that the router is 'resetting itself'.

    So apparently there's nothing wrong on STO's end, there's nothing wrong with my PC...for some mysterious reason when i play STO my router resets the connection no matter if it's using ethernet or wifi.

    Has anybody had this problem before?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    the game does send a lot of quick small packets and some modems/routers have problems handling the bursts (usually 2 wire modems) without a firmware upgrade or configuration change on the modem.

    that type of problem is usually indicated like the problem you have (router resetting). What model version and age of your modem.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    It's a netgear modem. The modem is brand new. The model number is: CGD24G

    I'm not quite sure what to call this device since i've never seen one before. I'm basically 'renting' this device from my ISP so that i don't have to go to Best Buy and purchase one myself. It's not just a router, it is a cable internet modem...and a router...all in one device.

    Oh, and if this helps, i called up my ISP asking if they have a faster wireless modem/router device i can rent from them and the tech support guy over the phone said that my modem is called a "Dopsis 2" modem. He said that if this really is an issue of that i need a faster modem he recomended that i get a "dopis 3" modem.

    Not sure if that bit of info help but thought i'd put it up here.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    sorry to seem like a forum troll but i was curious about something. Since this is an issue with my modem, and STO is the only online game installed on my PC that my modem does this with, should i submit a trouble ticket? If so, how?

    Basically my issue is my modem resetting itself while trying to play STO.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    sorry to seem like a forum troll but i was curious about something. Since this is an issue with my modem, and STO is the only online game installed on my PC that my modem does this with, should i submit a trouble ticket? If so, how?

    Basically my issue is my modem resetting itself while trying to play STO.

    Click GM-Support-Ticket in my Signature.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    sorry to seem like a forum troll but i was curious about something.
    Not trolling at all, but there is something you could do to help us check more into the problem. We have a sticky post in this forum just for connection troubles. Please have a peek at it and give us some more information. :)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    It's a netgear modem. The modem is brand new. The model number is: CGD24G

    I'm not quite sure what to call this device since i've never seen one before. I'm basically 'renting' this device from my ISP so that i don't have to go to Best Buy and purchase one myself. It's not just a router, it is a cable internet modem...and a router...all in one device.

    Oh, and if this helps, i called up my ISP asking if they have a faster wireless modem/router device i can rent from them and the tech support guy over the phone said that my modem is called a "Dopsis 2" modem. He said that if this really is an issue of that i need a faster modem he recomended that i get a "dopis 3" modem.

    Not sure if that bit of info help but thought i'd put it up here.

    If you are going to look for a new modem, then the protocol is actually Docsis, not dopsis.

    First, it might be possible that your modem is overheating. This can happen with extended heavy Internet usage. If possilbe, set the modem on its side and make sure the air vents are clear. If it can't be on its side, don't put anything on top of the modem and put the modem on a solid surface like a desktop, not carpeting or fabric of any sort.

    Also, make sure the modem isn't sitting close to any vents for your computer. The modem won't stay cool if its surrounded by hot air coming out of the computer.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    I work as a senior service technician for a larger ISP, I've run into this problem before, never with STO though. Netgear routers are not my first choice and the CGD24G is a lower end router too. Most Netgear routers have a mostly pointless double firewall and a setting called SPI (stateful packet inspection) this feature will drop your connection on the device side or actually shut down or reboot the router itself. This is most common with xbox gaming. It's almost as if the router sees all foreward and return info as a threat and goes into defense mode and just shuts down as a precaution. I don't have a step by step walkaround for your particular model router but as always a google search will yield results. Basically you have to find the info to log-in to the router as an admin and somewhere in the settings there will be an option to disable either "SPI", "SPI firewall", "SPI settings", or "Firewall Settings" <--this last one will not disable your actual primary firewall. Lastly and most importantly make sure you select save or apply changes and I think this should straighten your problem out.

    While you are logged in you should also check to make sure your MTU's (maximum transmission units) are set to 1500.

    Your service technician is correct that a wired connection is VASTLY superior to wireless when gaming firstly because wireless can from to time encounter interference from outside sources like other routers, older cordless phones, baby monitors, wireless security cameras, and strangely enough microwaves (which actually cook @ 2.4 ghz which is the most common freq. of wireless routers), and secondly because with the wireless security enabled (and it should be unless you live in the middle of nowhere) some of the "horsepower" of the connection is lost with the encryption/decryption process to make it secure.

    Also you should really invest in a better router, I know everybody's got an opinion, mine would be the linksys/cicso e3000. Great router great price vastly more customizable in every way.

    I hope this info helps you out and fixes your problem and please feel free to write back with any questions.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    It's a netgear modem. The modem is brand new. The model number is: CGD24G

    I'm not quite sure what to call this device since i've never seen one before. I'm basically 'renting' this device from my ISP so that i don't have to go to Best Buy and purchase one myself. It's not just a router, it is a cable internet modem...and a router...all in one device.

    Oh, and if this helps, i called up my ISP asking if they have a faster wireless modem/router device i can rent from them and the tech support guy over the phone said that my modem is called a "Dopsis 2" modem. He said that if this really is an issue of that i need a faster modem he recomended that i get a "dopis 3" modem.

    Not sure if that bit of info help but thought i'd put it up here.

    You really don't need a "docsis" 3.0 modem unless you are paying for speeds greater than 16meg download, up to that point 2.0 modems function fine. Also make sure your ISP even has a 3.0 system because not all do yet. The difference between 2.0 and 3.0 is that when on a 3.0 system 3.0 modems lock in on 4 downstream channels instead of just one which clears up congestion and frees up bandwidth in the management area or "node". For my setup I DO have a 3.0 system and modem, and am running a 60meg download x 5meg upload and pay $15/month for it (working for the company does have it's perks!!)

    on my previous post I didn't catch that you had a combo unit (router/modem). You should ditch that setup and get separate modem and router. Purchase them, it will be much cheaper in the long run and you will be able to get a MUCH better router on your own. ISP's market their wireless services to the elderly and people who won't be able to set up their own networks. Because of that the equipment provided is usually low end and does not have gaming in mind. The only benefit you gain is that the technician comes in and sets up it for you, and with the setup disks that come with all routers now it's a breeze!!
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    I work as a senior service technician for a larger ISP, I've run into this problem before, never with STO though. Netgear routers are not my first choice and the CGD24G is a lower end router too. Most Netgear routers have a mostly pointless double firewall and a setting called SPI (stateful packet inspection) this feature will drop your connection on the device side or actually shut down or reboot the router itself. This is most common with gaming. It's almost as if the router sees all foreward and return info as a threat and goes into defense mode and just shuts down as a precaution. I don't have a step by step walkaround for your particular model router but as always a google search will yield results. Basically you have to find the info to log-in to the router as an admin and somewhere in the settings there will be an option to disable either "SPI", "SPI firewall", "SPI settings", or "Firewall Settings" <--this last one will not disable your actual primary firewall. Lastly and most importantly make sure you select save or apply changes and I think this should straighten your problem out.

    While you are logged in you should also check to make sure your MTU's (maximum transmission units) are set to 1500.

    Your service technician is correct that a wired connection is VASTLY superior to wireless when gaming firstly because wireless can from to time encounter interference from outside sources like other routers, older cordless phones, baby monitors, wireless security , and strangely enough microwaves (which actually cook @ 2.4 ghz which is the most common freq. of wireless routers), and secondly because with the wireless security enabled (and it should be unless you live in the middle of nowhere) some of the "horsepower" of the connection is lost with the encryption/decryption process to make it secure.

    Also you should really invest in a better router, I know everybody's got an opinion, mine would be the linksys/cicso e3000. Great router great price vastly more customizable in every way.

    I hope this info helps you out and fixes your problem and please feel free to write back with any questions.

    Thx for the last two previous posts you gave. Right now i'm in the proccess of waiting for a technician from my ISP to come in and install a new Docsis 3 modem/router unit as i'm writing this reply.

    Based on your last post, i'll go ahead and purchase a modem and a router separate and set up my own network. I can't afford to do that right now because i'm in the proccess of saving up to build another gaming PC from scratch. I guess re-construcing my home network will be my next project.

    I'll go ahead and show the technician your post when he comes in so that he'll be able to disable the firewall on the new modem installed before he leaves, or at least show me how to disable it myself.

    Also if this helps, i learned two more things about my problem yesterday. I called up my ISP yesterday and had them disable the firewall on the modem/router that i have right now. After the firewall was disabled it actually took a whole hour before my modem reset itself again...then suddenly it reset itself every ten minutes after that. During this time i closely monitored the tempature of the modem and noticed that it is VERY hot, even though i got it off the carpet and have it sitting upright on top of my wooden desk.

    If i still have heating issues with the docsis 3 modem today i think i'll try improvising by taking a small fan of mine and turn it on high, blowing cool air directly onto the modem to see if that helps.

    I'll give an update on this issue later on today after the new 3 modem is installed. I'm going to need that modem anyway since my internet speed is averaging 18 sometimes 19MB upload. I know that STO doesn't need that much bandwith but i have a mod of Crysis called MechWarrior: Living Legends that demands i think all of it because the graphics rival STO(in my opinion anyway).

    Again, thx for the help and i'll post an update later on.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    WoodenNinja, Thanks for the idea you put in my head about Run as Admin!

    I did that with the Game Icon on my DT, and it cleared up my Firewall Issues that I have been fighting with for more than Two Weeks. :D
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    You know what? i think my problem is solved! WOOT! My ISP tech guy hasn't showed up yet to install the new Docsis 3 modem yet but i have just finished playing over a couple hours of STO and I haven't had one issue with disconnecting, the modem resetting...not even lag! The temperature of my modem is actually ok, despite the fact that it was running very HOT the last few days. I think the combination of picking up the modem from the rug and placing it upright on the top of my wooden PC desk along with getting my modem's firewall disabled actually did the trick! I don't know why it didn't work last night, but i haven't had any problems at all today.

    I'm still going to let the tech guy install the new modem anyway. My ISP isn't charging me to upgrade the modem from a docis 2 to a docis 3 so might as well. It's too late to cancel the installation anyways.

    Thx all for the help! I guess i'll all see you online sometime! WOOT:D
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    You know what? i think my problem is solved! WOOT! My ISP tech guy hasn't showed up yet to install the new Docsis 3 modem yet but i have just finished playing over a couple hours of STO and I haven't had one issue with disconnecting, the modem resetting...not even lag! The temperature of my modem is actually ok, despite the fact that it was running very HOT the last few days. I think the combination of picking up the modem from the rug and placing it upright on the top of my wooden PC desk along with getting my modem's firewall disabled actually did the trick! I don't know why it didn't work last night, but i haven't had any problems at all today.

    I'm still going to let the tech guy install the new modem anyway. My ISP isn't charging me to upgrade the modem from a docis 2 to a docis 3 so might as well. It's too late to cancel the installation anyways.

    Thx all for the help! I guess i'll all see you online sometime! WOOT:D

    I just finished getting my new Docsis 3 modem installed. It's got a built in stand so that i can put it on the top of my wooden desk without propping it up. I just got done playing for almost an hour and i had no problems...and this is WITHOUT me having to call my ISP and having them turn off the firewall built into the modem from their end. So it is official: my problem has been resolved by simply upgrading my modem. Apparently, my PC's hardware/software and my internet speed was sufficient for playing STO, but my modem was cheap and ended up biting off more than it can chew. The new modem i have now is actually a nice modem. Again, thx so much for the help everybody and i guess i'll be seeing you all online sometime.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    I just finished getting my new Docsis 3 modem installed. It's got a built in stand so that i can put it on the top of my wooden desk without propping it up. I just got done playing for almost an hour and i had no problems...and this is WITHOUT me having to call my ISP and having them turn off the firewall built into the modem from their end. So it is official: my problem has been resolved by simply upgrading my modem. Apparently, my PC's hardware/software and my internet speed was sufficient for playing STO, but my modem was cheap and ended up biting off more than it can chew. The new modem i have now is actually a nice modem. Again, thx so much for the help everybody and i guess i'll be seeing you all online sometime.

    That's awesome!! glad to hear it's fixed. Sounds like u just got a bad modem or one that wasn't up to par. what brand/model 3.0 did you get installed? Is it an SMC D3GN? What you were saying about the modem getting really hot is deffinetally not supposed to happen. U shouldn't ever have to cool a modem with a fan. lol
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    It's another Netgear wifi and ethernet capable modem/router combo. It's model number is: CG3000D

    This is a link to a picture of it: http://support.netgear.com/app/products/model/a_id/12788
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    It's another Netgear wifi and ethernet capable modem/router combo. It's model number is: CG3000D

    This is a link to a picture of it: http://support.netgear.com/app/products/model/a_id/12788


    Thanks for the reply, I'm familiar with that model, we don't get it in as often as the SMC's but I can say it's a capable unit and we haven't had any problems/complaints with it.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    Thanks for the reply, I'm familiar with that model, we don't get it in as often as the SMC's but I can say it's a capable unit and we haven't had any problems/complaints with it.

    I had an SMC brand wireless card, and after a while, it bluescreened my PC in such a way that I thought my PC was going bad. :(
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    Zanshi wrote: »
    I had an SMC brand wireless card, and after a while, it bluescreened my PC in such a way that I thought my PC was going bad. :(

    That's horrible!! Never used any of their other products other than routers and usb wireless adapters because we don't deal in pc hardware.

    How did u resolve the problem? Did replacing the card with another one/brand straighten it out or was it a semi permanent uh-oh?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited August 2011
    I'm using a Cable internet connection. The cable is connected to a wireless router and my PC is connected to the router via a Wifi chip that i got plugged into one of my USB ports. Both the Router and the Wifi chip are brand new and are not damaged in any way.

    I have the same problem, but I have narrowed it down to STO deregistering my wireless card in my computer or somthing. I play WoW as well, no problems... ever. But when playing STO it will suddenly lag out, and I'll notice that not only is my Wireless connection even showing its working, it cant find the wireless network it was previously connected to.

    I'm going to be making another thread the focuses on this problem in particular, and maybe, even if this isnt your exact problem, it will give them something specific to look at that might fix it.

    BTW:

    I use a Dell Inspirion, didnt up anything other that the graphics card if i remember right, so almost completely default. So what ever the default wireless card dell uses would be the place to start testing

    (and I know there are many that dont like dells, but please, dont comment about that here)
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