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"Your Internet Connection is Unstable" on a wired connection

juanperez
Observer

I have a wired connection to the internet. I do not use wifi and do not want to.  I am experiencing "Your Internet Connection is Unstable" too constantly. I have made sure to have as little running in the background as possible. As well, I usually have from 1 to 25 additional people on at the same time as me during some of the meetings. I need help because connecting online is critical for my business and this issue is causing a loss of revenue.

10 REPLIES 10

Bort
Community Champion

I'd suggest restarting your computer, as well as the modem/router for your wired connection. Those can sometimes improve connections. 

Thanks Bort,

I was an IT specialist for 25 years, before retiring. I did restart the computer.  No joy, though.

Rupert
Collaborator

Hi @juanperez 

 

What type of network are you on - an office or campus network maybe?

 

Can you post here details of your internet speed from https://www.speedtest.net/

 

If your computer does also have WiFi - please ensure this is disconnected and that you internet access is truly going over your wired connection.

 

Is this a new problem?

 

 

Can you post here details of your internet speed 

 

 

  • PING ms 14
  • DOWNLOAD Mbps 382.60
  • UPLOAD Mbps 23.41

     

    If your computer does also have WiFi - please ensure this is disconnected and that your internet access is truly going over your wired connection.

    I have no wifi card on the system I am speaking of.

     

    Is this a new problem?

    I wish. I have been experiencing this since I began using Zoom in June of 2020.

Hi @juanperez 

 

When you receive the Connection Unstable message, do you have a noticeable change in performance either with audio or video in Zoom?

 

Are there other Zoom Participants at your location (on your network)?

 

Do you encounter the problem any more so when there is a Screen Share in the meeting? 

 

Is your wired connection a single direct cable to your router, or do you have other devices in between?

 

Does anyone else in your Meetings experience a problem (or notice any problem from you)?

 

Are you the Host in your Meetings, or a Participant - or both?

 

Does this happen in every meeting?

 

 

 

 

 

 

When you receive the Connection Unstable message, do you have a noticeable change in performance either with audio or video in Zoom?

Yes, before I get the message and often afterward for a short time.

 

Are there other Zoom Participants at your location (on your network)?

Sometimes. My wife often attends my Zoom meetings in her home office, on her separate computer (Windows PC). She has informed me that she rarely experiences the same issues that I experience. However, there have been times when she and I both experience the same problem (but seldom)

 

 Do you encounter the problem any more so when there is a Screen Share in the meeting?

I almost always use screen share. I teach, so I have to often show the group what I am speaking of, as well, I use videos often. These are a necessary part of the meetings and cannot be left out.

 

Is your wired connection a single direct cable to your router, or do you have other devices in between?

To the system I use, I have a direct connection to the router, except for an extender, which I added only recently when I moved my system to the other side of the office. The problems with Zoom had already been going on long before that.

 

Does anyone else in your Meetings experience a problem (or notice any problem from you)?

Every time I experience problems with Zoom, all participants, 1 or 25, will notice because I am the Host. I have noticed problems with other individuals, at times, over the past year. When I do, either I will get the message, or they will tell me that they got the message on their end. That, of course, would be a problem on my end.

 

Are you the Host in your Meetings, or a Participant - or both?

I am always the Host.

 

 Does this happen in every meeting?

Let’s say that it happens roughly 80% of the time.

Hi @juanperez 

 

Thank you for all your answers. But now I have some more questions - sorry:

 

Is the problem any more noticeable with audio or video, or system responsiveness?

 

When you experience the problem, does is happen with any type of predicable frequency - like every ten minutes, every hour, any pattern at all, or just random?

 

How long do the problem periods last - a second or two, or longer?

 

Do you ever reboot your modem/router periodically, or as a general troubleshooting measure?

 

Do you have a separate ISP-modem and maybe your own router as well?

 

Would you ever be able to test with JUST your computer connected directly to your modem/router, with everything else disconnected?

 

Are you sharing a very High Resolution display in Zoom - like 4K?

 

Is your version of Zoom fully up-to-date?

 

https://support.zoom.us/hc/en-us/articles/201362233-Upgrade-update-to-the-latest-version

 

Are you also on a Windows PC, or an Apple computer?

 

Do you certainly have the problem when you are NOT Sharing Screen or Videos?

 

As a general observation - could you keep your Zoom Settings page open during a typical Meeting, and keep it to the side on the Statistics tab. Then when a problem occurs try to take note of any anomalies - particularly anything in red.

 

Rupert_0-1633008204674.png

 

 

 

 

 

 

 

Is the problem any more noticeable with audio or video, or system responsiveness?

 Mostly video and system.

When you experience the problem, does is happen with any type of predicable frequency - like every ten minutes, every hour, any pattern at all, or just random?

 I have noticed no pattern.

How long do the problem periods last - a second or two, or longer?

 In most cases, a few seconds, but in less cases I get kicked out completely and then reconnected. Which breaks or ruins the recording (when I do record).

Do you ever reboot your modem/router periodically, or as a general troubleshooting measure?

 Yes.

Do you have a separate ISP-modem and maybe your own router as well?

Yes, my modem is issued from the ISP and my router is a NETGEAR Nighthawk R7960P

Would you ever be able to test with JUST your computer connected directly to your modem/router, with everything else disconnected?

 No

Are you sharing a very High Resolution display in Zoom - like 4K?

 No

Is your version of Zoom fully up-to-date?

 Fully

Are you also on a Windows PC, or an Apple computer?

 Window PC

Do you certainly have the problem when you are NOT Sharing Screen or Videos?

Yes, I counsel people over Zoom, as well. It may happen during a casual discussion alone, with no videos, music, or such.

As a general observation - could you keep your Zoom Settings page open during a typical Meeting, and keep it to the side on the Statistics tab. Then when a problem occurs try to take note of any anomalies - particularly anything in red.

I will attempt to do so.

Oops, oh, I am on a home network.

Toolie
Observer

I am getting the same problem with Zoom -- I have a free account, is that why? I don't have this problem on my employer's Zoom account, and they have 18,000 employees. 

 

Just today I upgraded to 300Mpbs down, had a 1-on-1 Zoom meeting with a friend, and had to give up on the computer audio and switch to the phone because she said I keep freezing up and the audio would drop out. I'm on a wired-only network, and clearly I have sufficient bandwidth. 

Will Zoom ever fix this?