Visitor

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2 Messages

Tuesday, June 21st, 2022

Closed

Disappearing Modem Event Logs

I've been experiencing intermittent T3 timeouts starting this month (which is not what this post is about). Since my modem was
about 10 years old I replaced it with a new Motorola MB7621. I'm still seeing the timeouts "Started Unicast Maintenance Ranging - No Response received", etc in the modem event log, which I kind of expected.

But here's the issue, I never seen more than one or two messages in the event log at a time. Whenever I look, if a new message appears any older message will have disappeared.

The modem is not getting power cycled, the uptime is not reset. I am not clearing the logs.

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Retired Employee

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933 Messages

3 years ago

Hi @user_82d19c, thank you for reaching out. I know how important it is to get your modem working correctly.  I'm sorry to hear you're experiencing issues.  I know what it's like not having my own service working. It can be a nightmare! What type of modem are you using? 

Visitor

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6 Messages

3 years ago

There are other users who have reported logs missing. My device doesn't record *any* event logs and my firewall logs have been limited to same day only. Before a support call last week I had standard firewall logs even if no events were showing. 

I first believed it was due to reset. I now suspect Xfinity is using scripts to limit access to gateway logs entirely or to delete problematic entries.

Contributor

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160 Messages

3 years ago

Something similar happens with my SB8200. 

Every 5 or 10 minutes I get a "No Ranging Response received - T3 time-out" error, and every time I get a new one, if the previous error was also a T3 time-out that previous one gets erased from the log.

It wasn't always like that, and I first noticed it sometime last month.

My service is good though, so I just wrote it off to a firmware update or maybe a change in the modem's docsis profile.

Visitor

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2 Messages

@zip21222​ 

That's interesting.

I replaced the Motorola MB7621 (because of the disappearing event logs) with an SB8200, that solved the event log issue for me. I'm seeing errors in the logs a few times each day going back about five days currently, 50 total messages.

I haven't pursued a fix for the actual issue reported in the logs yet.

Contributor

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342 Messages

Hello @user_82d19c  Thank you for reaching out to us. Are you still seeing errors in the logs? 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast. 

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