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Tuesday, August 15th, 2023 1:31 AM

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Critical (3) No Ranging Response received - T3 time-out

Moved into a new property and I have the Motorola MB8611 Cable Modem. The service runs fine for about 20-30 minutes and then I get a "Time Not Established | Critical(3) | No Ranging Response Received - T3 time-out" error on my modem and it reboots at which point I have 90 seconds of downtime. This is really impacting my ability to WFH. What could potentially be the problem here? How could Xfinity assist with this issue?

Output from Modem:

Connection
   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 489000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:20m:09s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 17 489.0 -3.1 41.8 0 0
   2 Locked QAM256 1 387.0 -3.5 41.4 0 0
   3 Locked QAM256 2 393.0 -3.4 41.4 0 0
   4 Locked QAM256 3 399.0 -3.4 41.7 0 0
   5 Locked QAM256 4 405.0 -3.6 41.5 0 0
   6 Locked QAM256 5 411.0 -3.4 41.6 0 0
   7 Locked QAM256 6 417.0 -3.5 41.5 0 0
   8 Locked QAM256 7 423.0 -3.5 41.7 0 0
   9 Locked QAM256 8 435.0 -3.5 41.8 0 0
   10 Locked QAM256 9 441.0 -3.5 41.9 0 0
   11 Locked QAM256 10 447.0 -3.3 41.7 0 0
   12 Locked QAM256 11 453.0 -3.4 41.9 0 0
   13 Locked QAM256 12 459.0 -3.4 41.8 0 0
   14 Locked QAM256 13 465.0 -3.2 41.9 0 0
   15 Locked QAM256 14 471.0 -3.2 41.9 0 0
   16 Locked QAM256 15 477.0 -3.2 41.9 0 0
   17 Locked QAM256 16 483.0 -3.1 41.9 0 0
   18 Locked QAM256 18 495.0 -3.1 41.8 0 0
   19 Locked QAM256 19 507.0 -3.3 41.9 0 0
   20 Locked QAM256 20 513.0 -3.3 41.9 0 0
   21 Locked QAM256 21 519.0 -3.4 41.8 0 0
   22 Locked QAM256 22 525.0 -3.5 41.8 0 0
   23 Locked QAM256 23 531.0 -3.5 41.7 0 0
   24 Locked QAM256 24 537.0 -3.6 41.7 0 0
   25 Locked OFDM PLC 25 690.0 -2.6 41.9 45969677 0
   26 Locked QAM256 26 543.0 -3.5 41.7 0 0
   27 Locked QAM256 27 549.0 -3.5 41.7 0 0
   28 Locked QAM256 28 555.0 -3.5 41.7 0 0
   29 Locked QAM256 29 561.0 -3.5 41.7 0 0
   30 Locked QAM256 30 567.0 -3.5 41.7 0 0
   31 Locked QAM256 31 573.0 -3.5 41.6 0 0
   32 Locked QAM256 32 579.0 -3.4 41.7 0 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 17 5120 16.3 43.5
   2 Locked SC-QAM 18 5120 22.8 43.3
   3 Locked SC-QAM 19 5120 29.2 43.5
   4 Locked SC-QAM 20 5120 35.6 43.5

Expert

 • 

111.5K Messages

2 years ago

The line / signal status values were all OK at that snapshot in time. Please also post those modem RF error log entries in their entirety (copy and paste all of the text) but redact the CM and the CMTS MAC addresses for your privacy or else the forum bot will not allow your post to be seen publically.

3 Messages

2 years ago

Hey @EG , thanks for getting back to me so swiftly and for offering your advise on this issue. I have attached below this mornings connection plane as well as the event logs that you requested. I have removed the MAC Address Fields in the errors. 

Connection

   Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 489000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:19m:09s  
  
   Network Access Allowed  
  


   Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 17 489.0 -2.9 42.0 0 0
   2 Locked QAM256 1 387.0 -3.3 41.3 0 0
   3 Locked QAM256 2 393.0 -3.1 41.5 0 0
   4 Locked QAM256 3 399.0 -3.2 41.8 0 0
   5 Locked QAM256 4 405.0 -3.4 41.5 0 0
   6 Locked QAM256 5 411.0 -3.2 41.6 0 0
   7 Locked QAM256 6 417.0 -3.3 41.6 0 0
   8 Locked QAM256 7 423.0 -3.3 41.6 0 0
   9 Locked QAM256 8 435.0 -3.3 41.8 0 0
   10 Locked QAM256 9 441.0 -3.3 41.8 0 0
   11 Locked QAM256 10 447.0 -3.1 41.9 0 0
   12 Locked QAM256 11 453.0 -3.2 41.9 0 0
   13 Locked QAM256 12 459.0 -3.2 41.9 0 0
   14 Locked QAM256 13 465.0 -3.0 41.9 0 0
   15 Locked QAM256 14 471.0 -3.0 41.9 0 0
   16 Locked QAM256 15 477.0 -2.9 41.9 0 0
   17 Locked QAM256 16 483.0 -2.9 41.9 0 0
   18 Locked QAM256 18 495.0 -2.9 41.8 0 0
   19 Locked QAM256 19 507.0 -3.1 42.0 0 0
   20 Locked QAM256 20 513.0 -3.1 41.9 0 0
   21 Locked QAM256 21 519.0 -3.1 41.9 0 0
   22 Locked QAM256 22 525.0 -3.2 41.7 0 0
   23 Locked QAM256 23 531.0 -3.3 41.8 1 0
   24 Locked QAM256 24 537.0 -3.4 41.8 0 0
   25 Locked OFDM PLC 25 690.0 -2.4 42.0 641896526 0
   26 Locked QAM256 26 543.0 -3.3 41.8 0 0
   27 Locked QAM256 27 549.0 -3.2 41.7 0 0
   28 Locked QAM256 28 555.0 -3.3 41.8 0 0
   29 Locked QAM256 29 561.0 -3.3 41.7 0 0
   30 Locked QAM256 30 567.0 -3.3 41.7 0 0
   31 Locked QAM256 31 573.0 -3.2 41.7 0 0
   32 Locked QAM256 32 579.0 -3.2 41.8 0 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 17 5120 16.3 43.3
   2 Locked SC-QAM 18 5120 22.8 43.3
   3 Locked SC-QAM 19 5120 29.2 43.5
   4 Locked SC-QAM 20 5120 35.6 43.8

  Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    20:55:04
Mon Aug 14 2023
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-QOS=1.1;CM-VER=3.1;
    20:55:25
Mon Aug 14 2023
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.

Expert

 • 

111.5K Messages

2 years ago

FWIW, be advised that we have been seeing many posts here lately that indicate a pattern that the 8611 is currently not playing nicely with the Comcast system / firmware.

That said. The signal status values are still OK but the error log entries 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 (The Digital Care Team) who 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 check those upstream receive stats.


You should get a reply here in your topic. Good luck !

(edited)

3 Messages

@EG​ Thank you sir. That is a very plausible solution. Looking forward to troubleshooting it with the Digital Care Team

Retired Employee

 • 

1.4K Messages

2 years ago

@user_3a1d0b Thank you for your post! We can definitely look into your signal to see what is going on. Can I get you to use the Direct Messaging icon in the upper-right and send a message to "Xfinity Support"? We'll meet you there!

@EG, thank you for the summon. We always appreciate your knowledge and your willingness to help. 

Expert

 • 

111.5K Messages

2 years ago

@XfinityTony 

My pleasure Tony !

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