Video meeting disconnects

Connectivity
1

My major use of internet is to attend video meetings. StreamYard meetings. Viasat disconnects or is unstable after 30-40 minutes in a 2 hour meeting . That is, I’m disconnected during my presentation. And I cannot reconnect for more than 3 minutes. I’m told StreamYard works with 15MP download and 5MP up speeds - well within what I’m paying.

3

Hi @John_Hodge

I’m investigating your setup to check if there’s an underlying cause for these frequent disconnections.

Right now, it looks like your modem is completely offline.

It looks like the modem has been going offline every day since April 18th, for at least 8 to 10 hours. Yesterday it seems to have been offline for 22 hours.

Did you happen to unplug it?

We’d like to test the speeds on your setup, but we need the modem online for that :slight_smile:

5

Yes, I keep the model offline when I’m not using it.

Check Sat between 10and 12 noon

7

Hi @John_Hodge

I checked your account now, but it seems your modem was still offline for the entirety of Saturday morning.

There was a brief connection period of 30 minutes yesterday at 2:45 PM GMT (10:45 AM EDT // 8:45 AM CDT).

8

Thanks for checking.

Electrical power was down from 4PM Fri. to 3 PM Sat. So. modem without power. Such things happen here in the mountains.

Don’t know how there could be any connection. Perhaps that points to a problem?

Hodge

9

Hi @John_Hodge

4 PM to 3 PM CDT, correct? This would have been 10 PM GMT – 11 PM GMT.

The moment your modem came online was 2:30 – 2:45 PM GMT, which would have been 8/9 AM in your local timezone. It then went offline at 3 PM GMT (9 AM CDT). So the times do match at least. :smiley:

Today I see that your modem was online at around that time as well, with a small drop in-between the connection periods.

Were you able to use the internet at all today during this period of connectivity?

image

12 PM GMT to 2:30 PM GMT (6 AM – 8:30 AM in your time).

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2:45 PM GMT to 3:45 PM GMT (8:45 AM – 9:45 AM in your time).

10

Thanks for your attention.

System has always worked except Steamyard conference meetings. (10AM -12PM my time)

But then that was also true for the system Viasat replaced.

Hodge

12

Hi @John_Hodge

Whenever you next have trouble connecting to those meetings, can you please run a few complete speed tests on speedcheck.viasat.com? That way we can check if this is related to your speeds, or if there’s another underlying issue.

I’ll send the instructions below on how to do those checks:

  • You can download the Viasat Browser here: https://browser.viasat.com/.
  • After you install the browser, you need to be logged in on speedcheck.viasat.com.
    • To do that, click “Login” in the upper right corner of the menu, as indicated in the picture below.
    • The credentials for this login are the same as the ones you use for MyViasat.

image

When you run the tests from the Viasat browser, we can see “Speed from your device” and most importantly “Speed from your modem”, which is greatly useful to identify discrepancies in the speeds, such as in this example below:

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image1474×285 46.2 KB

:exclamation: The Modem Speed Test is currently not compatible with iPhone/iOS devices. If you don’t have an Android mobile device, please run the test on a computer.

I know this is a bit more cumbersome than just running a normal test, but the complete diagnosis helps us eliminate other factors.

Thank you!

13

Yesterday, I received an email from http://www.facebook.com addressed to Juanita Hodge:

"

You have 3 unread notifications to review

A lot has happened on Facebook since you last logged in. Here are some notifications you’ve missed from your friends.
"

To my knowledge, I, John Hodge, am not and necer have been a member of facebook.

John Hodge

14

Hi @John_Hodge

Unfortunately our Forum team can’t really help with issues pertaining to other websites, such as Facebook.

They do have a Help website, in case you need it: https://www.facebook.com/help?ref=www.meta.com%2Fhelp

15

Thanks for your help.

I just completed a full session on streamyard.

FYI, the changes I made are from windows 10 to windows 11, new computer, and a RJ45 connection to the modem.

Now, I’ll see if next week is also successful.

Hodge

16

Hi @John_Hodge

That’s great to hear! :smiley:

The direct Ethernet cable to the modem always improves devices’ connection, as it reaches almost identical speeds to the modem.

Could you also run a few speed tests while using the cable? You can do so with whatever speed test website you’d like – just don’t forget to paste results here so we can have a look :slight_smile:

Thanks!