Visitor
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4 Messages
Arris Modem drops internet connection intermittently
I have a SB8200 modem and the signal has been dropping and the modem reboots on its own. I chatted with an xfinity agent and rebooting my modem and router is not and will not solve the issue. This has been occurring for a couple of weeks but seems more frequent now. I checked the event log of the modem and I am seeing the errors “SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing…” and “No Ranging Response received - T3 time-out;CM-MAC=CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;"”
I can post the full log if someone would be able to take a look at it. I suspect this is an issue is from the line and not my equipment.
Can someone please help? Thank you
EG
Expert
•
106.2K Messages
2 years ago
Yes. Post all of the RF error log entries but please redact any and all of the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.
Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
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samzilla
Visitor
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4 Messages
2 years ago
Date Time
Event ID
Event Level
Description
08/11/2022 09:57
74010100
6
"CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 09:57
74010100
6
"CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 09:57
74010100
6
"CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 09:56
74010100
6
"CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2 3.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:07
67061600
6
"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:07
2436694066
6
"Honoring MDD; IP provisioning mode = IPv6"
08/11/2022 06:07
82000500
3
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:07
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:06
82000400
3
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:06
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:06
82000400
3
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:06
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:05
74010100
6
"CM-STATUS message sent. Event Type Code: 7; Chan ID: 70 71; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:05
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:04
74010100
6
"CM-STATUS message sent. Event Type Code: 7; Chan ID: 70 71; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:04
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:04
74010100
6
"CM-STATUS message sent. Event Type Code: 7; Chan ID: 70 71; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:04
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:03
74010100
6
"CM-STATUS message sent. Event Type Code: 7; Chan ID: 70 71; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:03
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:03
74010100
6
"CM-STATUS message sent. Event Type Code: 7; Chan ID: 70 71; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:03
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000500
3
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000500
3
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000500
3
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000800
3
"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000600
3
"Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000500
3
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000500
3
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
74010100
6
"CM-STATUS message sent. Event Type Code: 7; Chan ID: 71; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000500
3
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000500
3
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000800
3
"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000600
3
"Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 06:02
82000500
3
"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 00:20
67061600
6
"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 00:20
2436694066
6
"Honoring MDD; IP provisioning mode = IPv6"
08/11/2022 00:20
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 00:20
82000400
3
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 00:20
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 00:19
82000800
3
"16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 00:19
82000300
3
"Ranging Request Retries exhausted;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 00:19
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 00:18
74010100
6
"CM-STATUS message sent. Event Type Code: 7; Chan ID: 69 72; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
08/11/2022 00:18
82000200
3
"No Ranging Response received - T3 time-out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
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samzilla
Visitor
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4 Messages
2 years ago
Current System Time: Thu Aug 11 12:32:27 2022
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EG
Expert
•
106.2K Messages
2 years ago
The signal status values at that snapshot in time were good but the error log entries and the number of uncorrected bit errors indicate that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel / return path impairment somewhere.
There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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EG
Expert
•
106.2K Messages
2 years ago
@samzilla
My pleasure !
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