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Every Day Around 10 pm DVR's lock up and I get the 03033 Error

Frequent Visitor

Every Day Around 10 pm DVR's lock up and I get the 03033 Error

Every day, without fail about 10pm both of my DVR's lock up and I get the 03033 error.  This lockup lasts on average a couple of hours. I have yet to see the boxes lock up at any other time of day.  When they do start to lock up they will hesistate when given a command and then they will start to buffer commands and finally lock up totally.  I have a perfect picture and no signal strength issues based on my picture and what the service tech told me.   The tech came in and said everything looked great and left.

 

I have placed numerous calls to Comcast without any resolution.  Given the timing and the minor amount of information exchanged between the client DVR and Comcast server to execute a command I can't  believe that this is a signal strength problem.  For example:  Video will continue to stream, without picture degradation yet the DVR refuses to execute a command such as pause, stop, etc. 

 

The engineers at Comcast need to address this issue ASAP.  Simply ignoring the problem isn't a solution.  I will continue to demand refunds for services paid for and not received.  This problem started over a month ago.

Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

Based on the result of my google search I'm not the first or only person to see this error.  lol

4000 03033 error hits images.JPG
4000 03033 error hits.JPG
Service Expert

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error


wrote:

Based on the result of my google search I'm not the first or only person to see this error.  lol


do you lose internet service at the same time? Did you call 800-Comcast and select TV problems and speak to an agent? 




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Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

What do you think?

Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

If you'd bother to read my post you'd see the answer to your question.

 

Service Expert

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error


wrote:

Every day, without fail about 10pm both of my DVR's lock up and I get the 03033 error.  This lockup lasts on average a couple of hours. I have yet to see the boxes lock up at any other time of day.  When they do start to lock up they will hesistate when given a command and then they will start to buffer commands and finally lock up totally.  I have a perfect picture and no signal strength issues based on my picture and what the service tech told me.   The tech came in and said everything looked great and left.

 

I have placed numerous calls to Comcast without any resolution.  Given the timing and the minor amount of information exchanged between the client DVR and Comcast server to execute a command I can't  believe that this is a signal strength problem.  For example:  Video will continue to stream, without picture degradation yet the DVR refuses to execute a command such as pause, stop, etc. 

 

The engineers at Comcast need to address this issue ASAP.  Simply ignoring the problem isn't a solution.  I will continue to demand refunds for services paid for and not received.  This problem started over a month ago.


I quoted your first post here but can find no statement about your Xfinity internet especially to the question asked asking if you lose internet access at same time the DVR's lose contact with a Comcast server.




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Official Employee

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error


wrote:

Every day, without fail about 10pm both of my DVR's lock up and I get the 03033 error.  This lockup lasts on average a couple of hours. I have yet to see the boxes lock up at any other time of day.  When they do start to lock up they will hesistate when given a command and then they will start to buffer commands and finally lock up totally.  I have a perfect picture and no signal strength issues based on my picture and what the service tech told me.   The tech came in and said everything looked great and left.

 

I have placed numerous calls to Comcast without any resolution.  Given the timing and the minor amount of information exchanged between the client DVR and Comcast server to execute a command I can't  believe that this is a signal strength problem.  For example:  Video will continue to stream, without picture degradation yet the DVR refuses to execute a command such as pause, stop, etc. 

 

The engineers at Comcast need to address this issue ASAP.  Simply ignoring the problem isn't a solution.  I will continue to demand refunds for services paid for and not received.  This problem started over a month ago.


Signal levels at the present time are well within spec. I'll take another look later tonight to compare. Have you had a tech out recently?


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Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

I do not lose internet.  I do not lose VOIP over the modem.

 

The DVR will continue to stream video from the server when the 03033 Error presents itself.   However the DVR receives, but ignors any command you give it such as pause, change channel, etc.  

 

This isn't a connection problem given that the dvr will continue to stream video without breakup or any other noticeable lack of signal quality.

 

How many bytes does it take for the dvr to transmit a stop or change channel command to the server?   I'm certain it's miniscule compared to the amount of video date which continues to be transmitted.

Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

I doubt that it's a signal issue problem.  The tech was out last week.  Look at the video and signal strength and left.  He said he would pass the issue up to another level to have someone comeout and test the tap.  I called today and comcast has no knowledge of a work order being submitted.  They also claim to not know the name of the technician they sent out.

Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

As an engineer my belief is that this issue needs to be addressed by comcast engineering.  Simply sending techs out and having them leave after finding that everything in my house is in proper order isn't going to fix the problem. It makes no sense to have this problem every day at the same time of day.  Especially when you consider that 10 pm isn't exactly a prime time high demand time of day.

 

I am also suspending payment until this problem is fixed.

Official Employee

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error


wrote:

I doubt that it's a signal issue problem.  The tech was out last week.  Look at the video and signal strength and left.  He said he would pass the issue up to another level to have someone comeout and test the tap.  I called today and comcast has no knowledge of a work order being submitted.  They also claim to not know the name of the technician they sent out.


It may not be internal signal issues, but external, and only happening late at night, unfortunately you'll need another tech out to forward it on to the maintainance. Make sure you get a ticket number from that tech. 


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Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

Like I said before...  The Comcast tech that showed up submitted a ticket while sitting in my den.  I called Comcast and they have no record of it.  Based on your signature you work for Comcast.  How's about forwarding the problem to the right people???  Comcast knows who I am given that this forum allowed me to sign in as a comcast user.

Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

Just to substantiate what the originator "ftherrman" of this post has said ...

 

I too have experienced X1 TV freezes at the same times almost daily for months. Incoming TV streaming sometimes continues but becomes unresponsive to remote control commands and sometimes it's a total freeze. The message is usually RDK-03033 (i.e. X1 DVR cannot reach up to the X1 servers). A hard restart of the main X1 DVR is usually required.

 

Over the months, five different Comcast technicians have: 

  • measured signal strength and noise levels at the tap
  • replaced my main cable drop from tap to house (twice)
  • replaced grounding block and MoCA filter at house entry point (twice)
  • replaced the PPC unity-gain amp in my home structured cabling box
  • verified no splitters or splices (all are RG6 coax home runs to PPC amp)
  • measured signal strength and noise levels at each device
  • verified internet modem is MoCA compliant (no VoIP in home)
  • replaced both X1 boxes (DVR and slave)

Comcast indicated upstream power levels were borderline high at the tap. A next-tier maintenance team (bucket truck guys) actually did come out and performed tasks where signals enter our neighborhood, at the LE (line extender) serving my home and at the tap in my yard. Unfortunately the routine RDK-03033 freezes continue.

 

The X1 DVR doesn't seem to keep a running log of DOCSIS events, but my Internet modem does. Although my Internet modem is never affected by these freezes, each X1 freeze coincides exactly with specific DOCSIS events as noted here: 

  • SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
  • MDD message timeout

Since November, I have manually logged the timing of each X1 freeze that I personally witnessed (see attached). Based on what I've seen on my DOCSIS event log, I suspect the freezes occur at other routine times when I'm not watching TV. I usually see the freezes around:

  • 12:15 and 12:35 PM CST
  • 08:20 and 08:40 PM CST

Due to the predictable regularity of these freezes, they almost certainly have nothing to do with poor connections or intermittent equipment. The only logical or reasonable explanation seems to be something that Comcast has scheduled within its server or network infrastructure. I currently have a 6th Comcast technician visit scheduled but really don't like wasting their time or mine.

 

How can these symptoms and detailed information be shared with the Comcast Software Engineers and Infrastructure Technicians? These routinely recurring freezes are obviously affecting multiple customers! 

 Comcast 2018-01-29 X1 TV Service Freezes Same Times Every Day.jpgComcast X1 Freezes Same Times Every Day

Comcast 2018-01-29 X1 TV Service Freezes Same Times Daily.jpg
Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

Excellent documentation.  I commend you for taking the time to do this!

Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

Just wanted to let HoustonJr know that a bucket truck came out on Friday afternoon and replaced the tap along with ground clamps.  It is now Sat 11pm and both DVR's are showing the RDK-03033 error despite the fact that all signal to and from the DVRs are up to spec.

 

It seems pretty obvious that something within the Xfinity system has a problem that extends beyond our local installations.

Service Expert

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error


wrote:

Just wanted to let HoustonJr know that a bucket truck came out on Friday afternoon and replaced the tap along with ground clamps.  It is now Sat 11pm and both DVR's are showing the RDK-03033 error despite the fact that all signal to and from the DVRs are up to spec.

 

It seems pretty obvious that something within the Xfinity system has a problem that extends beyond our local installations.


I wish you could get the phone support to help you; I've been able to call 1800comcast and get all my RDK, etc. error messages resolved by talking to a CSR by asking for an agent.




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Frequent Visitor

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

After 5 months and:

  • 6 Comcast first-tier technician visits
  • 2 Comcast business-class technician visits
  • 2 unnecessary new drops, new tap, new LE parts
  • significant persistence and logging on my part
  • ---
  • I GOT MY SOLUTION

Comcast finally heeded what my documentation was showing, that something was happening on a timed and recurring basis upstream on the network. I had been providing evidence that Internet modems were logging the same issue that was causing the X1 freeze events. Comcast remotely checked other account modem logs upstream from my house until the critical failure messages were no longer seen. Bingo, the source of the X1 freeze events was pinpointed. Comcast found a defect well upstream of my neighborhood and repaired it.

 

Since February 12, my X1 has not had a single freeze. My next door neighbor also states his X1 freezes have stopped. It's likely that many other X1 customers on my leg of the network are enjoying X1 without the routine freezes.

 

Lessons learned:

  • it's not always the wiring at the drop or customer's house ... so stop trying to fix wire after a couple of trys
  • look at the facts and escalate to maintenance or network teams sooner when the data seems to warrant
  • consider automating detection of problematic areas experiencing degradation even if not totally interrupted
  • since X1 uses DOCSIS just like Internet modems consider using modem logs to detect and troubleshoot

Your issue may be different but I wanted you to know that persistence sometimes pays off. Good luck?

Service Expert

Re: Every Day Around 10 pm DVR's lock up and I get the 03033 Error

I had a similar issue a while ago.  Fortunately, my tech was able to identify an issue at the pole at the end of my block.  Turns out, the pole is shared between the power company and Comcast.  The power company was working on the pole and they accidentally slightly stepped on a Comcast coax connection which caused it to act erratically.

 

It took two weeks to track down that issue.




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