Connectivity
Back to Top

Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

SOLVED
Highlighted
hlothrop
New Contributor

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  I didn't realize that I was no longer syncing until I happened to observe some out of date files on my local machine.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

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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.

View solution in context
Accepted Solution

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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.

View solution in context
Accepted Solution

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

I'm back in business and sync working over past 24 hours.  Thanks for all your help.

View solution in context
19 REPLIES
Forum Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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.

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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

 

Community Manager
Community Manager

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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?

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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.

Community Manager
Community Manager

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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.

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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.

Community Manager
Community Manager

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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?

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

Sure.  I'm game to try most anything.  I certainly appreciate your help.   What do you need me to do?

 

Community Manager
Community Manager

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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.

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

Now is good

Community Manager
Community Manager

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

Thank you,

 

I have completed the IPv4 only push. Would you please test your sync connection now?

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

Will do.  It may take as long as 1 hour for me to have results.

Community Manager
Community Manager

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

No problem just post here and we can move forward if the issue persists.

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

More of the same....Log file shows continued failure to connect 

 

6/2/2017 1:15:12 PM(ver. 6.951) Could not contact Google servers. Network might be down. Will retry in a few seconds...
Execution of request failed System.Exception : sd criticality=0
Inner:
Source: Syncdocs : sd criticality=0
6/2/2017 1:41:24 PM(ver. 6.951) 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
6/2/2017 1:41:41 PM(ver. 6.951) Could not contact Google servers. Network might be down. Will retry in a few seconds...
Execution of request failed System.Exception : sd criticality=0
Inner:
Source: Syncdocs : sd criticality=0

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

FWIW...just to fully compare, switched back over to the AT&T ISP connection and is syncing fine.  Here's what error log looks like when it's working...

6/2/2017 2:20:53 PM(ver. 6.951) (re)started standard1 Syncdocs at 6/2/2017 2:20:53 PM

Community Manager
Community Manager

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

Thank you again for all your patience in getting this resolved. I have created a Tier II ticket informing them to look at our SSL certificates for our systems in your area. Understandably this may need to get escalated to our Network Operations Control center for further review so I cannot give an accurate estimation to resolution. Again I appreciate your help and patience in getting this resolved. Please let me know if anything changes in the mean time.

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

Michael, thank you for your help.  So basically I will let you know if something changes.  I know you can't make promises, but just to set my own expectations, should I consider that this is likley an hours, days or weeks type of solution timeline?

Community Manager
Community Manager

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

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.

hlothrop
New Contributor

Re: Comcast Business Internet Closing Connection with Google Drive while Syncing via SyncDocs

I'm back in business and sync working over past 24 hours.  Thanks for all your help.

Discussion stats
  • 19 replies
  • 756 views
  • 1 kudo
  • 3 in conversation