Ignite Internet not working on ChromeOS?

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Datalink
Resident Expert
Resident Expert
Posts: 7,256

Re: Ignite Internet not working on ChromeOS?

Simply put, this is a problem that goes back to at least 2017.  Comcast Xfinity XB6 modems do not support the ChromeOS, period.  If it did before, that appears to be a matter of luck rather than planning.  There is no indication on Xfinity's support page of supporting ChromeOS.  Windows OS with the following caveat, and Mac's, yes, others, no.  Here's a quote from their page:

 

Xfinity Stream portal features and functions, including but not limited to video playback, aren't guaranteed to work on the following unsupported platforms:

 

Windows tablets or phones
Linux operating system
Apple TV
Other devices

 

My guess is that running the XB6 in Bridge mode with something like Googles's Onhub or other router behind it would restore service to your Chromebook.  

 

Here's a step provided in a Reddit thread:  "make sure you have Enabled Verified Content checked in the settings. you need it to play xfinity, hulu, or netflix. it should be checked by default but maybe you accidentally unchecked it."



-G-
Resident Expert
Resident Expert
Posts: 2,054

Re: Ignite Internet not working on ChromeOS?

@Leah_Miltchin  Do you have Protected Browsing enabled or have you set up parental controls?  I'm wondering if those security features could be intercepting DNS queries and interfering with the Chromebook's normal operation.



apage
I've Been Here Awhile
Posts: 2

Re: Ignite Internet not working on ChromeOS?

Looking for insight in how to fix this problem.  Bought a brand new (not refurbished) ASUS chromebook.

 

Chromebook can connect to our ignite Wifi network with a 'strong' signal but cannot access the internet.  We get a DNS failure "no internet" error message.

 

Ignite internet is working fine on 10 other devices on our network.   We are using the Rogers supplied modem/router.

 

The same new Chromebook can access internet with no problem on a neighbours wifi network suggesting it is not a chromebook issue.

 

How do I fix this problem?  Seems to be some issue preventing communication between Chromebook and our router to access internet.  Router has been reset by roger's tech support this morning.   Restarted multiple times and no changes.

 

Thanks for any help!  I am going crazy...

-G-
Resident Expert
Resident Expert
Posts: 2,054

Re: Ignite Internet not working on ChromeOS?

@apage  FYI, you are not the first person to report this problem: https://communityforums.rogers.com/t5/Ignite-TV/Ignite-Internet-not-working-on-ChromeOS/m-p/435796

 

I don't have a Chromebook (or any Chrome OS device) so I can't test this myself but it sure looks like the Chromebook needs to use Google's DNS (and other Google systems/services) and XB6 gateway seems to be blocking some of those network connections.



Datalink
Resident Expert
Resident Expert
Posts: 7,256

Re: Ignite Internet not working on ChromeOS?

@apage can you confirm which modem you have, the white Hitron CODA-4582 or the grey / black XB6 which is used for the new Ignite TV (IPTV service).  The XB6 is either an Arris TG-3482ER or a Technicolor CGM-4140.  The model number is seen on the bottom of the modem.  The older black Hitron modems have their model number on the back of the modem.  It will be a CGN3xxxx model.  

 

One thought at the moment is to switch the Chromebook DNS setting to IPV4 servers only, just to see if this is an IPV6 issue.  Have a look at the following page to change the DNS setting.  I'd change that to Custom name servers and use IPV4 only:

 

https://www.howtogeek.com/204672/how-to-change-the-dns-server-on-a-chromebook/

 

Rogers DNS:       64.71.255.204     (primary)
                              64.71.255.198

 

Google:    8.8.8.8

                    8.8.4.4

 

Canadian Internet Registration Authority (CIRA)l   https://www.cira.ca/

 

Private is a free DNS resolution service:   149.112.121.10 and 149.112.122.10

 

Protected adds malware and phishing blocking:  149.112.121.20 and 149.112.122.20

 

Family blocks malware and phishing plus pornographic content: 149.112.121.30 and 149.112.122.30

 

 

Quad 9:

 

Quad9 will not provide a censoring component and will limit its actions solely to the blocking of malicious domains around phishing, malware, and exploit kit domains.

 

The primary IP address for Quad9 is 9.9.9.9, which includes the blocklist, DNSSEC, and other security features. However, there are alternate IP addresses that the service operates which do not have these security features.

 

Secure IP:  Primary 9.9.9.9  Secondary 149.112.112.112 Blocklist, DNSSEC, No EDNS Client-Subnet

 

Unsecure IP: 9.9.9.10 No blocklist, no DNSSEC, send EDNS Client-Subnet

 

Change the DNS to IPV4 DNS IP addresses and restart the Chromebook to see if that has any effect.  If not, go back in and undo the change.  

 

There are other Domain Name Servers that can be used as well, just a matter of using a little googlefoo......

 

If you have a windows pc or laptop on the network, can you bring up a command prompt and type in the following trace command:

 

tracert -6 www.google.com

 

Please let us know if the DNS address does not resolve, or if the trace starts and hangs up at the second hop which is the Cable Modem Termination System (CMTS).   Either failure points to a CMTS configuration error. 

 

Ask your neighbour if:

 

1.  he or she is using Bell's internet service which is IPV4 only, or

2.  if they are on Rogers, if they have the modem set to run IPV4 only.

3.  if they're using a router, which might alleviate any potential incompatibility between their modem and the Chromebook.  If they have the same modem as you but are running a router, that would explain why it works on their service but not yours.  

 

 

 



-G-
Resident Expert
Resident Expert
Posts: 2,054

Re: Ignite Internet not working on ChromeOS?


@apage wrote:

How do I fix this problem?  Seems to be some issue preventing communication between Chromebook and our router to access internet.  Router has been reset by roger's tech support this morning.   Restarted multiple times and no changes.

 

Thanks for any help!  I am going crazy...


FYI, Google also has a Chrome Connectivity Diagnostics app that can assist in troubleshooting network connectivity problems.  Perhaps you can borrow your neighbour's Internet connection to install and test the app, then run the connectivity diagnostics again from your home.



-G-
Resident Expert
Resident Expert
Posts: 2,054

Re: Ignite Internet not working on ChromeOS?

@apage  After helping out another user in another thread, I have one more recommendation for you: please log into the Ignite WiFi Hub and ensure that you have completely disabled Protected Browsing and Parental Controls.  After that, you will probably also need to reboot your Chromebook.

 

Protected Browsing and Parental Controls work, in part, by breaking DNS lookups to blocked sites, and this could potentially cause some weird and unexpected problems for the Chomebook.  If enabled, they will likely block the use of an alternate DNS service to prevent you from bypassing the Parental Controls, and they could cause other problems if they block access to some Google sites and services.



apage
I've Been Here Awhile
Posts: 2

Re: Ignite Internet not working on ChromeOS?

Since posting this issue two days ago the following has happened.   We have an xb6 modem.  No additional routers.  We have a range extender installed by a Rogers tech on the main level to get a strong enough signal to one of our TVs.  

First, the identical problem has now also occurred on an apple iphone, two MacBook Pros,  and an eco bee thermostat all previously successfully using this wifi network for over a year.  They connect to the wifi network (can print to a networked printer with no issue) but have no internet connectivity.   When left untouched for several hours to the next day, they magically connect again as if nothing ever happened.   No settings changed, no reboots or modem resets in the time between not working and working. 
I downloaded the ignite hub app from Rogers.  There are no parental controls turned on.  However, when I compare the IP addresses of the ‘non connecting’ devices in the wifi hub app to the IP addresses shown in the network settings of the device, they do not match.  
For example:  the iPhone in the wifi hub app shows a device IP address of 10.0.0.x but the IP address shown in settings on the iphone shows 129.x....  same deal for the MacBook and the chrome book.  Other devices on our network that are successfully accessing the internet have matching IP addresses between the device settings and the wifi hub app.  Changing network settings in the non connecting devices to manual config from automatic and manually entering the same IP shown in the wifi hub app for each device in the network settings of each respective device restores internet connection to each.  

why is this happening to some devices on the network?  Is manually entering the matching IP address and turning of automatic network configuration on the devices a viable solution?

 

-G-
Resident Expert
Resident Expert
Posts: 2,054

Re: Ignite Internet not working on ChromeOS?


@apage wrote:

why is this happening to some devices on the network?  Is manually entering the matching IP address and turning of automatic network configuration on the devices a viable solution?


What's happening is that your device is communicating with the Range Extender over Wi-Fi using its actual MAC address and the Range Extender then relays this network traffic to the XB6 gateway using a alternate/remapped MAC address that it creates based on the original address.  As a result, you'll end up seeing two separate addresses for the same device on the XB6 and the WiFi Hub depending on whether the device communicated through the Range Extender or directly with the XB6.

 

I am NOT a fan of Range Extenders.  A better solution would be to use Ignite WiFi Pods instead to extend the Wi-Fi coverage in your home.  Pods will get rid of the problem of your devices showing up multiple times in the device list and should also improve Wi-Fi performance.  However, back to your original question, I don't know why any of your devices would now suddenly be losing Internet connectivity when connected to the Range Extender.



nshifman
I've Been Around
Posts: 1

Re: Ignite Internet not working on ChromeOS?

You wouild think that with all the people having problems with a Chromebook on Rogers Ignite internet, that they would ask if you have a Chromebook before letting you switch. But they don't and I think it is because:

1. They really don't care.

2. Most of their people have no idea what they are talking about.

3. They only want the sale.

 

My problem was Zoom meetings. Freezing up, no sound and message on the screen, "Your Internet is unstable"

My solution was simple. My neighbor has Bell Fibe and she gave me her password.

Now, I am fighting for them to reduce my price. Good luck to that.

My advice is not to swtich to Rogers Ignite Internet.