Chromebook

[kpucci]

Maybe its me, but am I crazy to think that it is wrong for ACER to make me pay for shipping for a return or even to have my unit repaired?  You claim that it is not a hardware issue, but yet tech support says they will fix it and send it back to me.  Fix what?  No one knows what the issue is?  Why should I pay to have it returned when no one can even answer what the probllem is?

[rjcotterill]

Thats why I've returned mine and gone for a different machine. Its a shame, but if something is faulty from the start then I'm not prepared to keep it.

[kpucci · Accepted solution]

So after many hours of testing...I have found a solution.

In fact, it does turn out to be a router setting for me.

I have a Cisco DPC3825 and I had to uncheck IP FLOOD DETECTION in the security tab.

Simple as that.  My router log said that the Chromebook was sending LAN UDP Flood packets.

I apologize to ACER Tech Support.

It might be usefull to add a FAQ to this effect.

[Acer-Cory]

Thank kpucci, I really appreciate you sharing your fix. I hope it helps others and we get their feedback as well.

I'm glad you found some relief. I understand the desire to have Acer Support provide a bit more direction here, unfortunately it's hard to really support the vast possibilities when it comes to all the different routers out there. We're continuing to improve how we can support these situations.

I am going to mark your post as a solution, I want to bring people to if they're having this issue, hopefully we get additional feedback, and if people continue to have other issues, I'll remove or reassign the accepted solution at that time.

[cyberNate]

I think you should check with the engineers responsible for wifi driver.  Unchecking the flood detection is really a work-around.  Not all devices have the option to disable that check.  I know my personal verizon hotspot exhibits the same behavior and I have no option to disable IP Flood detection.  I'll have to run a trace to check if the issue is the same.  It is not normal for a client to get flagged this way.  I would bet that the Chromebook is deviating from networking standards.  This is a good opportunity to get this fixed in the right way, so please alert the team responsible for the wifi driver.  

Regards,

Nathan

[Acer-Cory]

I have forwarded this information. They confirmed that the logs that I've been able to collect all point to the access point, this is according to our engineers and confrimed in conversation with Google's team.

I'd be glad to forward logs if anyone else would like to provide them. Specifically, I've been asked to try and get logs from the router itself (hopefully that can be paired with the Chromebook logs). I can't provide step by step as it will vary.

Also, additonal logs from the Chromebook could be helpful. I've posted instructions here on how to obtain those: http://community.acer.com/t5/Chromebook/C720-Chromebook-wifi-connection-drops/m-p/229118#M693

[cyberNate]

I think the engineers need a full pcap trace before making that assumption.  I'm pretty busy, but when I have some free time, I'll capture a pcap trace and forward it to you.  We need to see the router side of the conversation to get a full understanding of why flooding is detected. 

[hmhxxx]

Its not an isolated issue.

A cursory google was sufficient to find numerous threads concerning wifi dropouts on chromebooks.

I'm certainly experiencing exactly this issue on an Acer C720 purchased in December, 2013.

H.H.

[orangecrusher13]

Just a note that from my POV, this should not be considered by Acer to be a Solved problem.  Although as posted, perhaps there is a solution involving Router settings, the performance of the Acer C720 is not acceptable regardings WIFI.  Not all of us are able to use that as a solution, and the fact remains that the Acer C720 should not have these issues.  To my knowledge and experience, no other Chromebooks have this issue, and maybe not all C720 router combinations have the issue.  Nevertheless, I should not have to goof with this machine to make it live up to the Google Chromebook promise of ease of use, plug and play.  Frankly, I find the "we are looking into it, please send us logs" response to be completely inadequate, and show a lack of serious commitment to the Acer products.  Obviously, I am completely frustrated and disappointed in our two Acer 720's.  End of rant. 

[Acer-Cory]

We aren't considering anything closed until we can completely address the issue. I've forwarded every piece of information including kpucci's last post to our engineers. I tried to explain specifically why I was marking that thread and that's to ensure people see that there is an option, I havne't gotten any specific feedback on it however. I understand people's frustration, but kpucci is the only one that's provide logs and he figured out his issue was router related and that's why our engineers were asking for logs from the router as well as the logs that the Chromebook stores.

I'm certain people want a specific answer to their problem, but wireless issues are always tricky, there are so many variables that Acer doesn't have control over, not to mention the one's we do. I'm not concerned with other Chromebooks and whether they have wireless issues or not, we want to do the best to ensure our product works as designed, however, a quick google search clearly shows shows there isn't an issue isolted to the C720 or Acer.