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Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs
Can't sync using Comcast, but using AT&T it works just fine... Clearly demonstrating that this is a Comcast ISP issue.
For the past 5yrs+ I have used Comcast business internet and had virtually no problems. I have been syncing business files with Google drive via Syncdocs. This too has worked flawlessly for the past 2 years or so. In fact it worked so well that I was a bit slow in catching this problem.
Starting on May 3 I began having problems with accessing Google servers. I didn't realize that I was no longer syncing until I happened to observe some out of date files on my local machine. I reviewed my error logs and started finding entries like this:
"5/11/2017 7:59:27 AM(ver. 6.931) Failed to connect to Google Drive v2. Check your Internet connection."
After confirming that I could successfully log into Google Drive via web browser, resetting my permissions, and reauthenticating with Google I was getting frustrated looking for a solution. Then I switched the PC involved to a redundant AT&T internet account and syncing resumed without error.
Any suggestions to find/fix this Comcast error on my business account?
Accepted Solution
CCMichael
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575 Messages
8 years ago
My apologize if I was unclear with my question. When you are having issues connecting are you noting any lags in speed or intermittent connection? I am thinking it may lean on your certificate issue but I am trying to help isolate that as our point of resolution.
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Accepted Solution
CCMichael
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575 Messages
8 years ago
It should be in the hands of the Tier II support team within a few hours. I doubt they will identify and resolve the issue by the end of the day as it may escalate to our NOC. In the event that does occur you are usually looking at a few days to a resolution. Again this is all speculation based on past experiences with escalations.
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Accepted Solution
hlothrop
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17 Messages
8 years ago
I'm back in business and sync working over past 24 hours. Thanks for all your help.
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tmittelstaedt
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326 Messages
8 years ago
login into your comcast cable modem, click on the cable modem part of it and paste the signal levels here so we can see them. You probably are dropping packets due to some sort of disturbance on the line.
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hlothrop
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17 Messages
8 years ago
Downstream Channel
Downstream Frequency 608.997803 MHz 614.999023 MHz 621.000366 MHz 627.001587 MHz
Lock Status Locked Locked Locked Locked
Modulation 256 QAM 256 QAM 256 QAM 256 QAM
Symbol Rate 5.360537Msym/sec 5.360537Msym/sec 5.360537Msym/sec 5.360537Msym/sec
Downstream Power -1.885171 dBmV -2.987270 dBmV -3.822639 dBmV -2.779215 dBmV
SNR 37.355988 dB 37.355988 dB 37.935909 dB 37.355988 dB
Upstream Channel
Upstream Frequency 23000000 Hz 35800000 Hz 29400000 Hz
Lock Status Locked Locked Locked
Modulation 64QAM 64QAM 64QAM
Symbol Rate 5120 KSym/sec 5120 KSym/sec 5120 KSym/sec
Upstream Power 41.2500 dBmV 41.2500 dBmV 42.7500 dBmV
Channel ID 7 5 6
Also, as I worked through my error logs I have found more detail, suggesting a SSL certificate error...Look at the line here from the error logs..."Authentication failed because the remote party has closed the transport stream"
5/11/2017 8:25:52 AM(ver. 6.931) Failed to connect to Google Drive v2. Check your Internet connection.
If your connection is OK, you may need to set up the Proxy Server settings.
If this is not the cause, look at the error log in the Advanced tab in the Preferences menu.
The underlying connection was closed: An unexpected error occurred on a send. System.Net.WebException : sd criticality=6
Inner: System.IO.IOException: Authentication failed because the remote party has closed the transport stream.
at System.Net.Security.SslState.StartReadFrame(Byte[] buffer, Int32 readBytes, AsyncProtocolRequest asyncRequest)
at System.Net.Security.SslState.StartReceiveBlob(Byte[] buffer, AsyncProtocolRequest asyncRequest)
at System.Net.Security.SslState.ForceAuthentication(Boolean receiveFirst, Byte[] buffer, AsyncProtocolRequest asyncRequest)
at System.Net.Security.SslState.ProcessAuthentication(LazyAsyncResult lazyResult)
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
at System.Net.TlsStream.ProcessAuthentication(LazyAsyncResult result)
at System.Net.TlsStream.Write(Byte[] buffer, Int32 offset, Int32 size)
at System.Net.ConnectStream.WriteHeaders(Boolean async)
Source: Syncdocs : sd criticality=6
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CCMichael
Gold Problem solver
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575 Messages
8 years ago
Hello hlothrop and welcome to forums,
Have you noted any packet loss at these times? I understand you can reach the site via a web browser but are you able to test the sync on another system?
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hlothrop
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17 Messages
8 years ago
Not sure I understand the question. Here's a guess at an answer...Yes, I can reach Google Drive via a web browser...and Yes, I can sync to/from Google Drive without error using SyncDocs if I connect via the AT&T ISP. If you were looking for other info, please respond back. Thanks.
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hlothrop
New problem solver
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17 Messages
8 years ago
Michael, I am constantly having issues connecting for this sync, but only for this sync, and only since May 3.
This is not an "it works sometimes and sometimes it doesn't" problem. This is an "It stopped working May 3 and has never worked at all since not even a little bit when on the Comcast Business ISP" problem.
I have tried temporarily disabling my fiirewall completely (already had a rule allowing connection to/from) although that never was an issue. Firewall cleared as a potential problem.
I have tried changing from a connection wired into my switch to a connection wired directly into the back of my Comcast modem. No improvement, but also clears my internal network as being the source of the problem.
And, as I have mentioned I have even tried using another ISP's network, which allowed me to connect/sync as designed, so it's pretty much eliminated Google Drive, SyncDocs or my internal network as causes.
I've had good experience with Comcast Business, but if I can't get this resolved I'm going to have to consider changing.
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CCMichael
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575 Messages
8 years ago
Thank you,
I have completed the IPv4 only push. Would you please test your sync connection now?
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CCMichael
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575 Messages
8 years ago
Just let me know if now is a good time for the push. It is usually fast but can take up to 40 minutes to complete. I do not want to make an interruptions in your day.
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CCMichael
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575 Messages
8 years ago
No problem just post here and we can move forward if the issue persists.
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hlothrop
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17 Messages
8 years ago
Will do. It may take as long as 1 hour for me to have results.
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hlothrop
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17 Messages
8 years ago
Sure. I'm game to try most anything. I certainly appreciate your help. What do you need me to do?
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CCMichael
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575 Messages
8 years ago
Thank you,
In an attempt to further isolate the issue I would like to force your modem into a temporary IPv4 only mode. This would force re-registration to the network allowing for a different routing through the routing table to be used. If for any reason this feature restores it may highlight a system(s) on our network that needs to have its security certificate updated. This process can take up to 40 minutes to complete. Is this an option you would like to try at this time?
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hlothrop
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17 Messages
8 years ago
Now is good
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