We installed a system a few months ago and have 2 MLX-3's in the system. The head end is in the furnace room which is typical for smaller type jobs. Since the installation, the customer has been experiencing remote drop offs. We have troubleshot this several times now and was there on Saturday to troubleshot again.
We installed a couple of Infinit extenders; changed gateway channels; replaced a remote but the problem continues.

I brought both remotes down to the head end and watched the RF status for awhile. The problem seems to be happening only when he is downloading his bit torrent content via wifi. The remotes continue to drop off even when close to the MC3 gateway.

It definitely has something to do with these sessions when he is downloading. I'm not educated enough on WIFI output so I'm wondering if the high wifi traffic is causing the interference.

I don't have an RF analyzer so I can't comment on this either. His router is a Cisco E3500

It's not a short read, but this Crestron guide may help you identify some of the problems and possible solutions.

What 802.11 channel/s are used by the wifi?
What channel was Infinet EX on before, and what did you change it to? (you can use the "rfchan" terminal command to switch RF channels on gateway without re-acquiring all devices. e.g.. "rfchan 26" should switch gateway RF channel out of WiFi interference range)
Can you put your customer's computer/s onto a hard-wired LAN connection to reduce the wifi traffic?

Hey Peter.
Thanks for the reply. On the initial setup the router was on channel 6 and the gateway was set to default channel 15. Based on the chart on the Crestron guide there should not have been any overlap. Correct? I'll go in through toolbox tonight and change the gateway to 26.

NOOOOOOOOOO!

26 is a half power channel.

change it to 24 or 25.

More detail needed.
What is near the EX Gateway that would transmit RF noise?
How close?

Have you tried free tools such as InSSIDer?
Are there neighbors with Wi-Fi that could cause some interference?

There could be other RF interference going on that when combined with heavy downloading through Wi-Fi, makes the remotes lose connection.

Do both remotes exhibit the same connectivity issues at the same time?

Also, does the symptom persist when heavy downloading AND the remotes are tested within 5 feet of EX Gateway?

Sorry, I Read your first post again....

How close is the Cisco to the EX Gateway/Processor?

With RF noise so bad that the remotes show the same connectivity symptom while close to the EX Gateway tells me that there is high RF noise right near the Head End.
Thus, EX Extenders will not help.

The Cisco E3500 is not the most ideal router to have in a professional heavy traffic environment, can this be replaced with something better?

As I hinted in my other reply, don't discount other sources for the noise besides the obvious main Wi-Fi.  InSSIDer will give clues on the environment, but you really need a scanner to get a better idea.  This could be a combination of a few issues.

Thanks Tom,
I have made comments below


The gateway and the router are in the same rack location. 2 feet away

I did use that and there wasn't anybody else but one neighbour that I could see.


Yes, both remotes

Yes

So your issue is most likely the close proximity of the Router to the MC3 processor in a Metal Equipment Rack.

Page 15 of Crestron's Best Practices For RF as referred to by PeterN earlier in this thread is dead on correct and should be your bible.

At least 12 feet from all other gateways on adjacent channels, and 6 feet from all other gateways on NON adjacent channels.  This has been my no compromise rule on ANY RF producing devices near the area of each other.  This also includes cordless phones.

A great test to prove this out would be to remove the MC3 OUT from the equipment rack, to somewhere else, perhaps outside of the Mechanical Room....plug power in and an ethernet cable to connect to your LAN there, and then sit on SIMPL Debugger/Test Manager and watch as you test the Remotes.

I'd definitely move that Router clear away from that equipment rack, at least 12 feet away from that MC3.  In addition, I would also consider getting a dual band Router (for 5ghz), or getting a non-wirless router, with a WAP you can remote locate away from that area.

Good Luck!
 

Gman,

Here is a doc by Netgear generally explaining the 5ghz benefit.

Sounds like a + for your client in particular as well, besides perhaps being able to help with high traffic noise.

[Link: netgear.com]

 

The Router was moved and all is resolved :)