Time Capsule and Xfinity Routers

Question

Level 1

8 points

Time Capsule and Xfinity Routers

I had been using a Time Capsule for a couple years: first with Comcast, then with ATT Uverse, and then back to Comcast. Last year the Time Capsule drive died so I bought a new 2TB Time Capsule. I have been having a recurring problem with this new Time Capsule where every day (usually between Noon and 4PM) the green light turns auburn, the Time Capsule seems to reset itself for 90 seconds or so, and then goes green again. Sometimes it happens late at night 2amish. This usually happens once per day, which in theory shouldn't be a major problem but when I work at home Noon-4PM is a problem. I never had this problem with my old Time Capsule or if it did the same thing it was resetting very late at night when I was asleep.

I called Apple tech support. They said it was a problem with the wifi on my Xfinity modem conflicting with the Time Capsule and I needed to get Xfinity to turn the Wifi off on the modem, which is a SMCD3GNV model. Xfinity told me that I can just use the button on the modem to turn off Wifi. I did. Same problem with the Time Capsule so I called Apple again. The next time Apple told me to have Comcast disable SSID on my modem and open all ports on the modem. Comcast disabled SSID but to have them talk me through opening all ports required paid customer support, and to be honest, I've not really found their service reps to be that smart. I am still experiencing the same problem with the Time Capsule (every day). I should add that the Wifi light is unlit on the Xfinity modem but when I login to the admin interface via my Web browser, I still see Wifi checked.

So, I have 3 questions:

(1) I saw in another thread that there are problems with the latest Time Capsules. Maybe this is a single user problem. Or maybe it is a larger problem. If it is a larger problem, this Time Capsule is still under warranty. I could return it and just use a WD drive via Time Machine and turn the Wifi back on on the Xfinity for a lot less money. But if this was a single user problem then that leads to (2) and (3)

(2) Do I need to turn off the Wifi in the Xfinity admin Web interface since I still see a green checkmark next to Wifi? The signal name no longer appears when I click on the airport icon at the top of my screen, so I assume that the signal is off, but if I need to turn off in the admin Web browser window, how do I do that?

(3) Is there a way for me to open all ports via the Xfinity admin Web interface? If so, how do I do that?

Thanks.

iMac Intel, Mac OS X (10.6.8)

Posted on Jul 17, 2013 10:10 AM

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Answer 1

Jul 17, 2013 2:29 PM in response to Danielmak

We cannot really support your Xfinity modem router .. that is outside of experience and you would be better posting on their website..

Apple is clearly blaming Xfinity for the issue.. but IMHO unfairly.. they have said.. fix the wireless and the problem will stop.. it didn't.. then they say oh the problem is the xfinity has to be bridged.. sorry that is not good enough.. most people run the TC in bridge and have no trouble.. they are not doing a thing to actually find the problem.. just saying it is them not us.

There is nothing wrong with the xfinitiy running wireless.. indeed since the TC is problematic you should keep the wireless on, and use it for your network.. do you have drop outs at all if the TC is removed from the network?

If not then the problem is the TC.

How many computers are backing up to the TC?

The TC has been less than stable on the network with Mountain Lion.. so there is some fairly common problem. Your profile shows snow leopard which I doubt you are currently running..

Also the latest firmware is pretty poor.. go back to 7.6.1 if you are running the latest.

Also make sure when you bridge the TC you also setup wireless in the TC to create a network. Give it all short names, no spaces and pure alphanumeric.

See C9 here. for more info http://pondini.org/TM/Troubleshooting.html

If you use a desktop computer buy a USB drive.. it is faster, much cheaper and more reliable than a TC.

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Answer 2

Danielmak Author

Level 1

8 points

Jul 17, 2013 2:41 PM in response to LaPastenague

Thanks for the reply. Let me say more about the setup: Xfinity>Time Machine via ethernet>The Snow Leopard Imac is connected to the Time Machine via ethernet. Then there are multiple laptops (one snow leopard and 3 Mtn Lion). Two of the Mtn Lion laptops are work computers so are backed up at our offices. There rarely are any problems with backing up to the Time Capsule. All problems are related to the TC re-setting itself. Sometimes the Wifi seems to drop out. It's hard to remember now if those dropouts are any more or less than with the old TC that I had up until I bought this one 4-5 months ago.

I was not told by Apple support to use bridge mode. I know we talked about that. I can't remember the reason why since that was the first conversation I had with them about 3-4 months back. I do have phone and Internet through the Xfinity model, and I think there was something about the phone that had issues with bridge mode.

I am running 7.6.3 firmware on this TC, but my problems started before any updgrades to the firmware. The problems are no less or no greater than when I first started dealing contacted Apple tech support. I would like to learn how to open the ports on the Xfinity so I know once and for all if the problem is the hardware on this TC (and I need to know that soon since I don't want to move past the expiration date of the warranty) or if the problem is the Xfinity modem<->TC. Thanks

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Answer 3

Jul 17, 2013 3:09 PM in response to Danielmak

If you have phone service via the xfinity modem you may be stuck with using it in router mode. It depends how phone service is being handled. Nor do you need to do any port opening to the TC.. the TC MUST be in bridge mode..

I downloaded the manual for the SMC

http://media2.comcast.net/anon.comcastonline2/support/userguides/SMCD3GNV_User_G uide.pdf

but it has no details at all.. if you know where there is a more detailed user manual with full guide to the setup of the router please give me the URL.

In bridge there are no ports being blocked. There is one and only one router in such a newtork, the SMC.

The only reason to open ports in the xfinitiy is because both the xfinitiy and the TC are in router mode.. this is the wrong setup at any time.

If you want to pursue the issue.. then you need to be prepared to do a bit of work on the settings of the TC.. and study the logs to see if you can find where the failure occurs.

But you need to know the issue is not the SMC .. so if the TC is off.. then there are no dropouts???

If that is the case the TC needs to firstly have a full factory reset.

The quick method of factory reset.

Power down the TC.

Hold in reset. and keep holding it in. Be Gentle! It is a tiny surface mount switch with a plastic lever.. Attempting to push it out the other side of the TC will not make the switch turn on better.

(I fix TC and have several reset levers bent over and jammed or broken off).

Power on the TC.. remember with the reset held in.. this needs three arms.. a friend or power switch you can get to with your feet..

Keep holding in reset for about 10sec until the front LED flashes rapidly.

Release reset and wait .. the boot will be slow as it deletes previous setting.. only from router side and pulls out the factory defaults. No files are deleted on the hard disk.. but the name of the TC may change.

Redo the setup with all SMB compatible names.. that means.. short.. 2-20 characters, no spaces and pure alphanumeric.

Use fixed wireless channels.. this is really important to keep the SMC separate from the TC. So fix channels on both device.. is what I would recommend. There are only 3 channels that do not overlap.. 1, 6, 11 at 2.4ghz .. set one device to 1 and the other device to 11.

5ghz is less of a problem and the SMC doesn't use it.

Now using a 5.6 utility you need to keep track of the log in the TC and watch when the drop out occurs.

There is also a wireless check in the utility.

I do recommend you set the DCHP server in the SMC which is handling the whole network, to a very short lease time.. eg 20min.

Give me some screen shots of the setup of the TC as you have it now. Particularly the wireless and network setup.

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Answer 4

Danielmak Author

Level 1

8 points

Jul 17, 2013 7:38 PM in response to LaPastenague

When my old TC died, I was running the Xfinity modem only for a day or so. There were no dropouts. The longer dropouts (90 seconds once per day) are always the TC because I can see the light change on the TC to auburn, flash, and then green again. Again, this problem never existed with the old TC and this exact same Xfinity modem. There are other times we experience problems but it's hard to tell if those problems are the TC itself or just a specific computer/iPhone (e.g., the laptop running snow leopard has a harder time picking up the Wifi signal in a certain part of the house but I can work in the exact same spot using a laptop running Mtn Lion and have no problems with the Wifi).

Here is a screenshot from the log that ran just now. The same info. repeats.

I don't know if that info. helps you. It doesn't make any sense to me.

And Here's a screenshot of the Wireless Client (mirroring the screenshot you shared):

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Answer 5

Jul 17, 2013 11:49 PM in response to Danielmak

Thanks for that.. you might have a bad wireless client.

THe name of the TC is far too long.

Please follow the renaming instructions..

All names, no more than 20 characters.. 10 is even better.. no spaces and pure alphanumeric.

That includes TC name, wireless name and disk share name.

As I already gave you the info from C9 in pondini.. a name that long will cause dropouts.. exactly as you have experienced.

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Answer 6

Danielmak Author

Level 1

8 points

Jul 18, 2013 12:03 AM in response to LaPastenague

Ok. I will follow the instructions above and see what happens. I should add that checking the Xfinity admin Web page does show that the Wif is completely off on that modem. The name on that modem is very short--some number I think.

But two more questions. (1) There is a factory re-set option on the Airport Utility interface. Can I go with that option instead of using the button. I do not want to take any chances of voiding my warranty on this TC in case this fix does not solve my problems (i.e., there is is hardware problem with the TC). (2) When I do a factory reset will I lose all of the info on the TC? I ask because I imported from my old TC, which means there is stored data from my old computer. Ideally I would like to have that info. Is there a way to export that old data and then re-import?

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Answer 7

Jul 18, 2013 1:11 AM in response to Danielmak

Factory reset is the same .. whether in airport utility or manually.. which you use is up to you. I find the reset with the reset button works better.. the utility seems to fail to do proper full factory reset so I prefer using the hardware..

You will not void the warranty pressing the reset. Not unless you are built like Tarzan and use the brains of the chimp.. a gentle press of the reset will not damage anything.

(2) When I do a factory reset will I lose all of the info on the TC? I ask because I imported from my old TC, which means there is stored data from my old computer. Ideally I would like to have that info. Is there a way to export that old data and then re-import?

Which info are you talking about.. if you mean TM backups or files that were on the hard disk.. no reset will wipe the hard disk.. it will do nothing at all to the hard disk. You cannot erase the hard disk via reset in any combo.

If you mean you imported settings from the TC.. ie router settings.. that is what we are trying to get rid of.. they are not correct so if you import them back you are in just the same pickle you are in now.. you need to start over with a fresh clean setup.

Since the only info.. is names and passwords I doubt you are going to have any big issues resetting them.. and yes, it must be done because the naming is bad.

Explain further if I am misunderstanding what old data are you trying to save??

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Answer 8

Danielmak Author

Level 1

8 points

Jul 18, 2013 9:39 AM in response to LaPastenague

Thanks. I will be able to do this in the evening. I have some questions after re-reading your post above:

1. "Use fixed wireless channels.. this is really important to keep the SMC separate from the TC. So fix channels on both device.. is what I would recommend. There are only 3 channels that do not overlap.. 1, 6, 11 at 2.4ghz .. set one device to 1 and the other device to 11."

How do I do this? Is there a way for me to know for sure which channel the SMC is using? I assume through the Web interface?

2. "I do recommend you set the DCHP server in the SMC which is handling the whole network, to a very short lease time.. eg 20min."

Same question as #1: How do I do this?

3. After I do all of this, will I then put the TC in bridge mode? If so, I know there are probably mutliple threads that describe how to do that but just so I have everything together (and perhaps anyone who reads this thread in the future who has the same problem) can you tell me how to do that here if bridge mode is needed? Thanks.

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Answer 9

Danielmak Author

Level 1

8 points

Jul 18, 2013 12:54 PM in response to Danielmak

Two quick alterations to what I wrote above. First, ignore my second question since I found how to change the lease time via the Web interface.

Second, I hadn't thought through your comment about fixed wireless channels but it seems to me that either way I want the SMC wifi turned off, so do I need to mess with the channels when the TC should be my only wifi base?

Finally, while poking around in Airport Utility (AU) I continued to get the auburn light appearing and TC disconnecting from the Internet. When this happened, the message on the front page of AU said "No ethernet connected". I throw this out there in case such an error might offer you more info. about my larger TC problems. The ethernet was not disconnected. I wasn't moving the computer, TC, or SMC modem so it's not as if the ethernet could have come loose. All I was doing was exploring settings in the TC.

Thanks again.

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Answer 10

Jul 18, 2013 2:51 PM in response to Danielmak

If you are going to have the SMC wireless off, then you don't need to worry about what channel it is on.. But I still would prefer you to test each channel of the TC.

Why don't you just take the TC to apple can get them to check it?

Tell them it is dropping out and not maintaining the connection by ethernet.

If you want to continue testing yourself get a switch.. just go into a large computer store and buy a cheap 5 port 10/100 switch and plug it inbetween the TC and the SMC.

Certainly you might need a couple of new ethernet cables as well. To have the TC disconnect means it is faulty or the cable is faulty or SMC is faulty.

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Answer 11

Danielmak Author

Level 1

8 points

Jul 18, 2013 6:34 PM in response to LaPastenague

Thanks for the reply. I didn't take the TC back to the Apple Store because they suggested that the problem was because SMC was runing Wifi and TC was running Wifi. Then when I turned off SMC, they said that I needed to disable SSID on the SMC and open all ports. I did the former but couldn't figure out how to do the latter, hence my question above. I wanted to make sure I tried everything I could try since taking the TC back is a pain and I want to make sure that a replacement won't have the same problems because of something I did not do on my end. I will re-set it and go with the shorter name and see what happens. If the problem persisists I can try another ethernet (I have some extras at work). Then if the problem still persists, I assume it is this TC unit.

I will report back once I've gone through all these steps. Probably in a week or so.

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Answer 12

Danielmak Author

Level 1

8 points

Aug 17, 2013 9:03 PM in response to Danielmak

I wanted to report back that I re-set to factory settings, named the TC with a 3-letter name, and had no luck. In fact, after the latest firmware update a few days ago things got worse. I never noticed the total reboot for 90 seconds but my Wifi has cut out constantly. Today I went to Comcast to get an Aris modem since I was hoping that using the Aris with a Wifi repeater might help. I have not hooked up the Time Capsule again. I might give it a shot, but really I think the problem is the TC since I have tried all support tips from Apple and I have followed LP's recommendations above. This new Aris modem is giving me speed tests (wired) as high as 100mb download when I pay for 50mbps, which I know includes Powerboost, so it seems to me that I'm better off just using Comcast's modem and buying a WD 2TB drive for way less money. It's a shame because I was happy with my old TC and the system worked fine.

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