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Cant Detect VMS/Cant Detect Network Connection

Gemini8083
Enthusiast - Level 2
‎12-14-2023 06:04 PM

Recently we upgraded our set top boxes (Main VMS downstairs, 3 IPC1100 small ones upstairs) Since then the TV has gone out at usually the same time (7:30-8:30 PM) and came back usually within a few hours but it has now been about 24 hours. The VMS is working fine but the 3 upstairs say it cant detect the VMS. Splitters have been changed, the Fiber Optic cable has been replaced and the Router has been moved downstairs into the same room as the VMS but the situation has been resolved.

I changed one of the splitters in my room and when I did and reset the box, the set top box wouldnt display the time and it said Cant Detect Network Connection but the time reappered on the set top box after a few hours. After triple checking that the cables plugged into the splitter were plugged in properly and tight it is back to not detecting the VMS error but now the TV across the hall (Which I at least think is not linked to the splitter in my room) is displaying the Cant Detect Network Connection error. I have a feeling that replacing the router wont change things but could this be linked to the Coax Cable or the boxes themselves? 

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dexman
MVP MVP
MVP
In response to Gemini8083
‎12-23-2023 10:48 PM

If my memory is correct, those extra datafields appeared after a factory default of the router. They are normally blank with no information displayed.

I'm running low on things to check.

A large number of splits can attenuate signals to the point where it affects performance.

Using splitters that are older than MoCA 2.0 can cause problems with newer STBs.

Improperly terminated coaxial cable can cause problems with reception.

Another suggestion would be to, for testing purposes, disconnect all of the remote equipment (except for one mini STB) and see if it comes up correctly after a reboot.

The idea is to simplify the cabling network. There will be a 3-way splitter to connect the ONT, router, VMS and the feed to the other floor of the house.

At the second splitter, remove the feed from the first splitter and use a simple barrel connector to connect just one of the remote STBs and nothing else.

So now the network would include the following items:

ONT...Router...VMS...(splitter)---(barrel connector) mini STB.

Powercycle the mini STB and see if it can properly sync to the VMS/network.

If it is successful, remove that mini STB and try connecting another one. If successful, remove and try the last mini STB.

If each mini STBs can successfully connect to the VMS/network, then reconnect the second splitter and try the same test with only two mini STBs and nothing else.

If the repeat tests are successful, add the third mini STB. Now just all three mini STBs will be connected.

Repeat and continue to add back hardware until either running into a problem or everything is connected again.

I realize that this is a large undertaking. It is to prove out each portion of the coaxial network and determine if there is an attenuation issue or even a suspect cable.

The older STBs were completely self-contained systems. Each STB largely operated independently of each other.

The 1100 and 4100 operate differently. The VMS contains the "brains" while the minis are "dumb terminals".

The older stand-alone boxes could have been more tolerant of line irregularities than the newer systems. 🤔

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dexman
MVP MVP
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‎12-14-2023 08:06 PM

There could be several possibilities. Poorly prepped or loose coaxial cable, splitters that are not, at least MoCA 2.0, too much attenuation, wide open ports on splitters or a bad box could all cause issues. ðŸ¤”

Can you provide some more information about the setup. For example, how many splitters are there? Are they 2-way, three-way, four-way etc.?

Maybe some pictures of the cable work might help provide some clarification. Note: pictures that are submitted first go into queue for a Moderator to review. Once approved, the pictures will appear. 🙂

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Gemini8083
Enthusiast - Level 2
In response to dexman
‎12-15-2023 07:43 AM

The Splitters that were put in place were Verizon brand and three had been changed. The tv that is linked to the one I changed is currently working although the 2nd set top box I mentioned in my previous post is still not showing the time and showing cant detect network connection. Would you want pictures of the cable set up there? 

 

s-l400.jpg

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dexman
MVP MVP
MVP
In response to Gemini8083
‎12-15-2023 10:19 AM

Pictures might shed some light. 🙂

If the VMS is the cause, the pictures won't indicate it., but testing could. 🙂

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dexman
MVP MVP
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In response to Gemini8083
‎12-15-2023 06:36 PM

That splitter looks good. How many splitters are in the "network"? Two-way, three-way, four-way? ðŸ¤”

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Gemini8083
Enthusiast - Level 2
In response to dexman
‎12-15-2023 08:53 PM

There are 3 2 to 1 splitters. Today the tvs turned back on as normal and worked fine and all of them (Including the VMS) went out at 1145 EST 

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Gemini8083
Enthusiast - Level 2
In response to Gemini8083
‎12-15-2023 09:08 PM

Also the time went out on one set top box and displaying the can't detect network connection error again

17027032609363313411155931622062.jpg

 

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dexman
MVP MVP
MVP
In response to Gemini8083
‎12-16-2023 12:56 AM

When the time came for us to upgrade our Verizon Fios services, our Motorola STBs were replaced with 4100 series units as opposed to the 1100 series...so I never had the opportunity to familiarize myself with the 1100s.

I know that the 4100 STBs won't work properly with older routers. I don't know what...if any... limitations the 1100 series units have.

I think that, like the 4100 VMS, the 1100 VMS contains the tuners that the other STBs utilize to function. If there is a problem with the VMS, it could impact the other boxes.

If a non-Verizon router is used, a customized configuration is needed to ensure that all administrative functions operate properly.

If coaxial and Ethernet cabling checks out, try powercycling the ONT and the router.

If that doesn't work, reach out to Verizon Repair to have the rep run their tests to see if it points to a specific problem. 🙂

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clem21
Community Leader
Community Leader
In response to Gemini8083
‎12-16-2023 07:31 AM
@Gemini8083 wrote:

There are 3 2 to 1 splitters. Today the tvs turned back on as normal and worked fine and all of them (Including the VMS) went out at 1145 EST 

If you have 3 2-1 splitters then you must have the coax going to 3 or 4 different devices right? You should replace the 3 splitters with 1- 3 way or 4 way splitter instead of loosing signal strength every time you add a splitter. Also try to have the VMS box on the first splitter in your setup if possible.

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Gemini8083
Enthusiast - Level 2
In response to clem21
‎12-19-2023 05:50 PM

The Coax is going to 4 TVs (Three upstairs in seperate rooms and the main one downstairs). I believe the VMS is on the first splitter 

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Gemini8083
Enthusiast - Level 2
In response to Gemini8083
‎12-19-2023 05:52 PM

Also....since my last post before this one the TVs were working fine for the past 2 days and switched between channels through the night and now the connection went out at 8:45 PM 

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Gemini8083
Enthusiast - Level 2
In response to Gemini8083
‎12-19-2023 05:56 PM

Actually it was past three days

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dexman
MVP MVP
MVP
In response to Gemini8083
‎12-19-2023 06:11 PM

I'm wondering if the status logs for each of the acting up STBs would shed some light on the cause.

I went from Motorola STBs to 4100s. I'll post the path to access the 4100's status screens shortly. The 1100 may be the same:

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dexman
MVP MVP
MVP
In response to dexman
‎12-19-2023 06:53 PM

Here is the path for the 4100s.....

(MENU)->Customer Support->Top Support Tools->Connected Device Status->(Toggle to one of the questionable STBs)->Advanced Diagnostics.

Now if the 1100's display structure is the same as the 4100's, the Inband SNR Level and Status are two items of interest. (Green is good)

Page 4 of 5 shows Short Term  MoCA packet counts/Uncontrollable Errors. (Green is good)

Page 5 of 5 shows Long Term MoCA packet counts/Uncontrollable Errors. (Green is good).

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Gemini8083
Enthusiast - Level 2
In response to dexman
‎12-19-2023 07:13 PM

Ive done that before and when the signal goes out all that shows up for that is the ONT and the router and a red line between them. Do you think it could be linked to the boxes themselves because we did not have this issues with the boxes we had before and they were pre-vms 

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Gemini8083
Enthusiast - Level 2
In response to Gemini8083
‎12-23-2023 11:32 AM

So I did run the advanced diagnostics and I came across this. 

20231223_142926.jpg

 

However I have no idea what it means

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dexman
MVP MVP
MVP
In response to Gemini8083
‎12-23-2023 01:04 PM

Holding for Moderator approval of the picture. 🙂

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dexman
MVP MVP
MVP
In response to Gemini8083
‎12-23-2023 01:11 PM

Hmm...I just saw the post about the red line between the ONT and the router. Please remind me which router is being used. 🙂

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Gemini8083
Enthusiast - Level 2
In response to dexman
‎12-23-2023 01:47 PM

The router is a G3100 and what I was trying to show in the pic is that the Moca TX Power Levels for Attenuation and Recieve were in the red for the three boxes upstairs in terms of their link to the VMS downstairs.

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dexman
MVP MVP
MVP
In response to Gemini8083
‎12-23-2023 03:47 PM

I, actually, saw this very same screen situation with our 3100.

The MoCA data field were blank up to a certain point, only to begin showing those measurements.

Long story short: ended up having the router replaced.

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Gemini8083
Enthusiast - Level 2
In response to dexman
‎12-23-2023 04:54 PM

We did replace the router and the same thing is still happening

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