Question Intermittent internet for one device only

[gernstsmit]

OK, so I'm completely stumped here. I need help.

I have around 140 users on my Meraki MX64 firewall with a 100Mbps up/down fibre network connection. Only one of my users has this problem.

This user has a Dell XPS 13 9310 laptop with Windows 11 installed. They use a J-Create JCD542 docking station's RJ-45 port to connect to the network.

Problem: The user has intermittent internet. However the local network is not intermittent.

To clarify, if I ping my local NAS drive (that is connected on the same switch as my Meraki MX64) then there is no packet loss. If I ping 8.8.8.8, then I have packet loss. If I connect another laptop on the same lan cable, the packet loss to 8.8.8.8 goes away. If I move the XPS laptop to a different lan connection, I still get packet loss to 8.8.8.8. Also if I connect the XPS to a D-Link router with 4G mobile internet via the same docking station, then the packet loss to 8.8.8.8 goes away. I have also tried a two other docking stations with the XPS and the packet loss still occurs when connected via the Meraki.

So the problem is not (as far as I can tell):
a) The network or the local lan cable, that works perfectly if another laptop is connected. Also the problem persists if the XPS user connects to the network at a different location.
b) The docking station, we have tried 3 different docking stations. Also the docking station is not intermittent when on a 4G router.

What I have done to try to fix the problem:
1) I have moved the user to a group policy with no restrictions.
2) I have changed the IP assignment of the user.
3) I have uninstalled the network driver in device manager and rebooted the laptop.
4) I have tried the Windows 11 internet connection troubleshooter, that found no problem.
5) I have tried these commands:
netsh winsock reset
netsh int ip reset
ipconfig /release
ipconipconfig /flushdnsfig /renew
6) In windows 11 I did: Settings > Network & internet > Advanced network settings > Network reset

Nothing works, the internet connection remains intermittent for this one user on this one laptop and nowhere else. I add a screenshot of how we ping a local NAS with no packet loss and 8.8.8.8 with packet loss at the same time.

Screenshot
https://drive.google.com/file/d/1DOEexJOgC0oX6cVOPh5GjeMZtBbpHXef/view?usp=sharing

 

[Ralston18]

On the laptop: ensure that only one and only one network adapter is enabled.

Try pinging a couple of other known working internet IP addresses other than Google' 8.8.8.8 IP address.

Try Google's 8.8.4.4 for example. Or Cloudflare's 1.1.1.1

On the laptop: check time and date - consistent, no errors or problems?

Have you tried pathping and tracert? Use the same method as you did with ping.

Also on the laptop check Reliability History/Monitor. Any error codes, warnings, or informational events being captured when internet connectivity is lost? No harm in checking Event Viewer as well.

Also, on the laptop in question run "ipconfig /all" and post the results.

 

[bill001g]

Make sure the subnet mask and gateway are correct. can you ping the gateway IP.

Pretty much the way a device will work is if the device is on the same subnet it will do a arp and send to mac address. All other traffic it will send to the mac/ip address of the gateway.

So it ether does not send the traffic at all..some local firewall rules or something. Or it has some issue sending it to the gateway.
Some bad mac address in the local arp table tends to be the most common.

Since it seem you have more knowledge than the average person who comes here maybe try to load wireshark on the offending laptop and see if anything interesting is captured.

We will assume the obvious that you have checked that your firewall is not blocking the device.

 

[gernstsmit]

On the laptop: ensure that only one and only one network adapter is enabled.

Try pinging a couple of other known working internet IP addresses other than Google' 8.8.8.8 IP address.

Try Google's 8.8.4.4 for example. Or Cloudflare's 1.1.1.1

On the laptop: check time and date - consistent, no errors or problems?

Have you tried pathping and tracert? Use the same method as you did with ping.

Also on the laptop check Reliability History/Monitor. Any error codes, warnings, or informational events being captured when internet connectivity is lost? No harm in checking Event Viewer as well.

Also, on the laptop in question run "ipconfig /all" and post the results.

Will look at all logs I can find including the firewall. Maybe something pop up.

Here is the ipconfig /all:


Windows IP Configuration

Host Name . . . . . . . . . . . . : ****DellXPS
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Ethernet:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : ASIX USB to Gigabit Ethernet Family Adapter
Physical Address. . . . . . . . . : 74-78-27-8E-63-E8
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::857f:8ab:4601:44d5%7(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.1.79(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Wednesday, 21 August 2024 12:23:29 pm
Lease Expires . . . . . . . . . . : Thursday, 22 August 2024 12:23:29 pm
Default Gateway . . . . . . . . . : 192.168.1.1
DHCP Server . . . . . . . . . . . : 192.168.1.1
DHCPv6 IAID . . . . . . . . . . . : 125073447
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-29-9D-DD-76-DC-41-A9-A3-66-E1
DNS Servers . . . . . . . . . . . : 8.8.8.8
8.8.4.4
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Ethernet 6:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : VirtualBox Host-Only Ethernet Adapter
Physical Address. . . . . . . . . : 0A-00-27-00-00-08
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::84e5:38a7:afd3:a30d%8(Preferred)
Autoconfiguration IPv4 Address. . : 169.254.73.243(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.0.0
Default Gateway . . . . . . . . . :
DHCPv6 IAID . . . . . . . . . . . : 839516199
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-29-9D-DD-76-DC-41-A9-A3-66-E1
NetBIOS over Tcpip. . . . . . . . : Enabled

Wireless LAN adapter Local Area Connection* 8:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter
Physical Address. . . . . . . . . : DC-41-A9-A3-66-E2
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Local Area Connection* 9:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft Wi-Fi Direct Virtual Adapter #2
Physical Address. . . . . . . . . : DE-41-A9-A3-66-E1
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Ethernet adapter Bluetooth Network Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Bluetooth Device (Personal Area Network)
Physical Address. . . . . . . . . : DC-41-A9-A3-66-E5
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Wireless LAN adapter Wi-Fi:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : Dlink
Description . . . . . . . . . . . : Killer(R) Wi-Fi 6 AX1650s 160MHz Wireless Network Adapter (201D2W)
Physical Address. . . . . . . . . : DC-41-A9-A3-66-E1
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes