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Tuesday, November 14th, 2023 7:20 AM

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Arris SB8200 shows only green for upstream/downstream on Xfinity 1Gbs plan

I just purchased an Arris SB8200 to replace SB6190 on Xfinity 1Gps plan.  The SB8200 activated fine and have 400 to 800Gbs download (depends on computer), but the downstream/upstream always stay green and never turns blue to indicate DOCSIS 3.1.

Contacted Xfinity and they verified my modem model and everything looks good on their side.  I've tested the SB8200 right at the cable demarcation entrance and it still shows green and not blue.  Xfinity Tech on previous service calls cleaned up all the terminations in the junction box, so those should be good.

Below are my SB8200 status and event logs.  Let me know if anyone can help if the numbers look good and if the event log.

I see a critical message, which might point to an issue.

Thanks.

[PRODUCT INFO]
Information
Standard Specification Compliant DOCSIS 3.1
Hardware Version 3.0
Software Version

AC01.02.003_072823_8200.03.07.735.CT
[STATUS]
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 531000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked 256QAM 531000000 Hz -2 dBmV 40 dB 0 0
4 Locked 256QAM 435000000 Hz -2 dBmV 40 dB 0 0
12 Locked 256QAM 483000000 Hz -2 dBmV 40 dB 0 0
28 Locked 256QAM 579000000 Hz -1 dBmV 40 dB 0 0
1 Locked 256QAM 417000000 Hz -2 dBmV 40 dB 4 0
2 Locked 256QAM 423000000 Hz -2 dBmV 40 dB 0 0
3 Locked 256QAM 429000000 Hz -2 dBmV 40 dB 0 0
5 Locked 256QAM 441000000 Hz -2 dBmV 40 dB 0 0
6 Locked 256QAM 447000000 Hz -2 dBmV 40 dB 0 0
7 Locked 256QAM 453000000 Hz -2 dBmV 40 dB 0 0
8 Locked 256QAM 459000000 Hz -2 dBmV 40 dB 0 0
9 Locked 256QAM 465000000 Hz -2 dBmV 40 dB 0 0
10 Locked 256QAM 471000000 Hz -2 dBmV 40 dB 0 0
11 Locked 256QAM 477000000 Hz -2 dBmV 40 dB 0 0
13 Locked 256QAM 489000000 Hz -2 dBmV 40 dB 0 0
14 Locked 256QAM 495000000 Hz -2 dBmV 40 dB 0 0
15 Locked 256QAM 501000000 Hz -2 dBmV 40 dB 0 0
16 Locked 256QAM 507000000 Hz -2 dBmV 40 dB 0 0
17 Locked 256QAM 513000000 Hz -2 dBmV 40 dB 0 0
18 Locked 256QAM 519000000 Hz -2 dBmV 40 dB 0 0
19 Locked 256QAM 525000000 Hz -2 dBmV 40 dB 0 0
21 Locked 256QAM 537000000 Hz -2 dBmV 40 dB 0 0
22 Locked 256QAM 543000000 Hz -2 dBmV 40 dB 0 0
23 Locked 256QAM 549000000 Hz -2 dBmV 40 dB 0 0
24 Locked 256QAM 555000000 Hz -2 dBmV 40 dB 0 0
25 Locked 256QAM 561000000 Hz -2 dBmV 40 dB 0 0
26 Locked 256QAM 567000000 Hz -2 dBmV 40 dB 0 0
27 Locked 256QAM 573000000 Hz -2 dBmV 40 dB 0 0
29 Locked 256QAM 585000000 Hz -1 dBmV 40 dB 0 0
30 Locked 256QAM 591000000 Hz -1 dBmV 40 dB 0 0
31 Locked 256QAM 597000000 Hz -1 dBmV 40 dB 0 0
32 Locked 256QAM 603000000 Hz -2 dBmV 40 dB 0 0
193 Locked OFDM PLC 957000000 Hz -5 dBmV 40 dB 261682 0



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
20 Locked SC-QAM 35600000 Hz 6400000 47.0 dBmV
17 Locked SC-QAM 16400000 Hz 6400000 49.0 dBmV
19 Locked SC-QAM 29200000 Hz 6400000 48.0 dBmV
18 Locked SC-QAM 22800000 Hz 6400000 48.0 dBmV

[EVENT LOG]

Date Time Event Level Description
13/11/2023 23:07:36 
notice 
GUI Login Status - Login Success from LAN interface; client ip=[yy.yy.yy.yy];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:59 
notice 
REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:55 
warning 
RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:51 
critical 
Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:51 
notice 
TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:50 
warning 
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:50 
notice 
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.3], [1002MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:50 
notice 
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.2], [108MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:50 
notice 
CMSTATUS:US_Diplexer_Mode_Change:[TLV-84.1], [5-42MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:35 
notice 
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-21.3], [1002MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:35 
notice 
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-21.2], [258MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:35 
notice 
CMSTATUS:US_Diplexer_Mode_Change:[TLV-21.1], [5-85MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:35 
notice 
CMSTATUS:US_Diplexer_Mode_Change:[TLV-9], [5-85MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:35 
notice 
Honoring MDD; IP provisioning mode = IPv6;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:15 
critical 
Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:15 
notice 
TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:12 
critical 
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:12 
warning 
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:12 
notice 
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.3], [1002MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:12 
notice 
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.2], [108MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
13/11/2023 23:06:12 
notice 
CMSTATUS:US_Diplexer_Mode_Change:[TLV-84.1], [5-42MHZ];CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;

Question

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Updated 

1 year ago

 • Edited

353

1

0

XfinitySara

Official Employee

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1.8K Messages

2 years ago

Hey there, user_b3bf7c! Thanks for creating a post regarding your modem concerns. I'm so glad to hear you've already worked with us on troubleshooting and that a tech has been out as well. I'd still love to see what our Digital Care Team can do to help! If I may ask, how does this affect your service? Are you seeing an intermittent connection or slower speeds than expected, especially on hardwired devices?

 

5

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user_b3bf7c

Visitor

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3 Messages

Hello,

Thank you for replying.  My overall impression is the connection has been stable and the speeds are measuring 400 to 900 Mbs on hardwired PCs connected to 1Gbs switches and network adapter using the Xfinity speed test site although my plan is 1.2Gbs.  I checked the modem logs and it's not reporting errors while in operation.  The downstream OFDM PLC has many corrected and few uncorrectables, but don't know the significance.

Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
193 Locked OFDM PLC 957000000 Hz -5 dBmV 39 dB 1706227894 14

This Event Log entry about config file rejected looks bothersome, which appears the modem profile isn't matching with Xfinity, hence the downstream and upstream lights don't turn blue to indicate a good DOCSIS 3.1 negotiation, which it should according to product documentation.  All the Arris modems I've owned in the past exhibit a blue upstream/downstream light.  In the event log, each line indicates VER=3.1 at the end of each line -- does this mean it's negotiating with DOCSIS 3.1?

The 1st tier support indicated it might be a defective modem, even though it's brand new.  Does Xfinity have a 3rd tier support which can provide more in-depth analysis?

13/11/2023 23:06:51
critical

Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=[Edited: "Personal

Infomation"];CMTS-MAC=[Edited: "Personal Infomation"];CM-QOS=1.1;CM-VER=3.1;

(edited)

2 years ago

0

XfinityMichaelC

Administrator

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4.4K Messages

Thank you for that information, @user_b3bf7c! I too have this exact modem. There are actually 2 versions of this modem. The back of version 1 had different colors and the lights on the front would turn blue when it was on DOCSIS 3.1 or stay green when it was in DOCSIS 3.0 modem. I had issues with mine and Arris sent me a new modem. This version 2 modem didn't have the colorful panel, just grey in the back, and the lights do not turn blue to indicate what DOCSIS version it is using as I was used to with the original modem. Having a look into the modem logs, I also have the event posted in there but do not have any issues with gaming, streaming, or browsing. If you like, we can still have a look into the mode signal and make sure everything is provisioned right. Feel free to send us a DM by clicking the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address so we may further assist you.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

user_b3bf7c

Visitor

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3 Messages

Thank you so much for the additional information and is a good Accepted answer.  I purchased the SB8200 from Best Buy to replace a failed modem.  While in the store, I noticed two versions of the SB8200 where one was in red box and the other in a blue box.  I purchased the latter version in the blue box since the label clearly indicated SB8200v3 and the red boxed one did not, so I figured the blue boxed one is the latest.  I'm tempted to try and exchange this current one with the red boxed one, but I'll contact Xfinity support to run a provision test first.  I'm wondering if Xfinity doesn't have the latest provisioning upload yet for SB8200v3.  

2 years ago

0

user_py3466

1 Message

What did you find out about this? Running into the same issue. The v3 version work best?

1 year ago

0

XfinityRay

Official Employee

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3K Messages

Hello, @user_py3466! Our team is here and happy to help further with the internet. What troubleshooting steps have you tried so far to resolve this? We don't want you repeating any steps you may have tried already. What speeds are you seeing when you test? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

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