drizzy's profile

Teacher

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9 Messages

Sun, Apr 14, 2019 3:57 PM

BGW210 Internet Fail With Certain Devices and Apps

We have at least 2 desktop PCs (hard-wired Ethernet, Win 7 and Win 10) that, generally when running certain large file download apps (Amazon Audible, Vimeo video, etc.), will cause the ATT Internet service to shut down (both wired and wi-fi). When Internet service is shut down, the BGW210 green lights remain "on" and the Win 7 and Win 10 lower right hand corner indicators show good Network with Internet. The Internet service remains technically "good," but it's almost like it's being throttled back by ATT at a central server. 

 

My wife uses her wired desktop M-F for work, and generally never experience a problem, but she never does big-azz downloads like me. It's typically only on weekends when I'm home using my two desktops that we see the problem. After we experience this Internet system shut down, unplugging the RJ45 from the "triggering machine" will generally after a short while, cause the Internet service to resume to normal. 

 

ATT technicians have been out, replaced modem twice, changed local ports, inspected and improved physical lines, etc.. They say "it's your equipment causing the Internet service to lock up." But our network itself (NAS, printers, etc.) all continue to work fine -- the home network is always fine. It's only the ATT Internet service that fails, so I'm not convinced it's "our equipment" that's fundamentally causing this. Certain apps on certain equipment clearly trigger this problem, but that doesn't mean the equipment or app is the root problem. Using a download app should -not- cause Internet delivery to fail.  

 

Anyone else have this oddball issue or something like it?

Accepted Solution

Official Solution

Teacher

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9 Messages

3年前

I think we found the problem and solution. Not definitive yet, but looking probable.

 

I used Task Manager to watch what programs were at work when this internet shut-down occurs. Every time I started an Amazon Audible download, Task Manager showed a huge resource dump by DROPBOX -- a cloud storage application. I looked at DROPBOX bandwidth settings and found a check-box called "Enable LAN Sync" -- which in fact was enabled. LAN Sync is a feature of DROPBOX that sniffs all the devices on the LAN to update its local files (rather than downloading from the cloud). 

 

Apparently, and this is preliminary, the "LAN Sync" function in Dropbox causes the local area network to somehow block internet data from the ATT BGW210 modem. Dropbox LAN SYNC somehow causes the internet to be road-blocked into the LAN. I unchecked the "LAN Sync" function on the offending PCs and ran various downloads and have not seen the problem recur. If you don't hear from me again on this post, it will be because the problem is solved.

ATTHelp

Community Support

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195K Messages

3年前

Hi @drizzy!

Thank you for reaching out to us here, we'd love to help!

Since you're able to use other devices on your network while the computers seem to freeze, have you made sure that you are not running too many programs that use too much of your device's processing power at once? You can monitor processing and other component usage through the Task Manager on Windows devices by pressing ctrl + alt + delete.

Using too many applications at one time may cause your processor to stall while it catches up to the programs that you are currently running.
Doing multiple things that use a lot of internet speed at the same time like streaming, gaming and downloading large files can affect your internet speed.

We suggest that you this article to get details on How your Internet speed are shared.

Let us know if this helps!

Yetty, AT&T Community Specialist

Teacher

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9 Messages

3年前

Hi. Thanks. Yes, we tested this. We removed ALL the devices from the ATT network (wired and wi-fi), and then re-attached a single wired PC running one of the "triggering" download apps. The Internet slows to zero speed. The bug is clearly related to certain apps, and maybe related to certain machines. We'll need to test the same apps on wi-fi and other devices. When the internet has slowed to zero, if we connect, say, a notebook PC to wi-fi, it also is slowed to zero. The entire network is throttled to zero -- it is not related to machine processing power or any other "normal" slow-down vector.

 

When the internet speed slows to zero, removing the RJ45 plug from the "trigger" machine causes internet speed to return to normal, but not immediately. Takes about 30 seconds to return to normal speed ---- which leads me to believe this is a throttling issue at a central office. If it were a local issue, I would expect normal speed to return immediately. And if we stop and close the triggering download program, the ATT internet speed stays off, and then returns to normal speed after around 20 minutes, which leads me to believe this may be related to both download application sniffing and machine IP detection. Like ATT thinks our download apps are torrents, or something.

browndk26

ACE - Professor

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4.7K Messages

3年前

What do you mean by a trigger machine? Triggering download apps (what apps?)?

 

Have you run the gateway speedtest (gateway to ATT network)? What are those speedtest results?

 

What speed are you paying for?

 

How do you see your network throttled to zero?

 

 

Teacher

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9 Messages

3年前

What do you mean by a trigger machine? Triggering download apps (what apps?)?

 

The Internet speed issue only happens after attempting to use certain apps. So far, the apps we've identified that near-repeatably "trigger" the speed shut-down are: Amazon Audible (downloads of large audiobook files), Vimeo upoload (uploads of large video files), and Microsoft Office 2016 full download (around 600MB I think, from Microsoft server). We've seen this now on three different desktop PCs: an 8-year-old Asus machine running Win 7 Pro, a brand new Acer i3 machine running Win 10 Home, and an Intel i7 motherboard. The slowdown can also happen at random times, but that's rare, with no identifiable trigger.

 

Have you run the gateway speedtest (gateway to ATT network)? What are those speedtest results?

 

We've run all kinds of speed tests. When the system is operating normal, we usually get close to our advertised speed (Ping:25   Up: 1.0M   Down 16.0M). When the system goes into speed shut-down, nothing works -- can't get into speed-test websites ==> "page not found" "network error" etc.... during these shut-down periods, the BGW210 modem has both green lights on and all Windows computers show normal network connection with normal internet service.

 

 

browndk26

ACE - Professor

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4.7K Messages

3年前

If you are on the 25/1 plan you are overloading your connection/bandwidth. Download the files overnight or during the day when no one is home if possible. Only on a hardwired connection, one device at a time. We have 25/5 and only experienced major slow downs when our son was trying to download games, movies, etc.

 

Ultimate solution is you need more download and upload speed. If you have Uverse TV that uses bandwidth first. No TV when downloading big files.

Teacher

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9 Messages

3年前

If you are on the 25/1 plan you are overloading your connection/bandwidth.

 

Sorry, I wasn't clear in my earlier reply. Even if just one node is attached to the BGW210 modem, certain download or upload applications will cause the ATT internet service to simply stop working. It's not the "maximum speed" that's a problem. It's that the internet service STOPS -- literally fails, no service, nada. No downloading. Nothing. And this happens with just one device attached to the modem, or with a household full of devices attached.

browndk26

ACE - Professor

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4.7K Messages

3年前

I’ll let another forum member post their opinion. I still think you are overloading your connection. You said in your first post it only happens when you download big files. 

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