4 Messages
Frequent outage with the model error "Unicast Ranging Received Abort Response" / "No Ranging Response received - T3 time-out"
We have been experiencing random internet outages for the past couple of weeks.
My modem: Motorola SB6121
My router: ASUS RT-AC56U
While outages, my router admin page says "Please contact your ISP(Internet Service Provider) to find out the root cause of DHCP failure". And I checked the modem event log and signal stats when it is working as the bottom of this message.
Since outages come randomly, I really need to fix this issue. I would greatly appreciate it if someone could help me on this.
Event log:
| Time | Priority | Code | Message |
|---|---|---|---|
| Jul 23 2023 10:27:06 | 5-Warning | Z00.0 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:15 | 6-Notice | N/A | Cable Modem Reboot due to T4 timeout ;CM-MAC=***;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:26:12 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:26:12 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:26:02 | 6-Notice | I502.0 | Received REG-RSP while in REG-HOLD1 state;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:24:59 | 5-Warning | Z00.0 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:15 | 6-Notice | N/A | Cable Modem Reboot due to T4 timeout ;CM-MAC=***;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:24:06 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:24:06 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:23:56 | 6-Notice | I502.0 | Received REG-RSP while in REG-HOLD1 state;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:22:53 | 5-Warning | Z00.0 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:15 | 6-Notice | N/A | Cable Modem Reboot due to power reset ;CM-MAC=***;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:04:45 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:04:44 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:04:35 | 6-Notice | I502.0 | Received REG-RSP while in REG-HOLD1 state;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:03:32 | 5-Warning | Z00.0 | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jan 01 1970 00:00:15 | 6-Notice | N/A | Cable Modem Reboot due to T4 timeout ;CM-MAC=***;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:02:38 | 3-Critical | R02.0 | No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:02:37 | 3-Critical | R07.0 | Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
| Jul 23 2023 10:02:28 | 6-Notice | I502.0 | Received REG-RSP while in REG-HOLD1 state;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.0; |
Signal Stats:
| Downstream | Bonding Channel Value | ||||
|---|---|---|---|---|---|
| Channel ID | 36 | 33 | 34 | 35 | |
| Frequency | 627000000 Hz | 609000000 Hz | 615000000 Hz | 621000000 Hz | |
| Signal to Noise Ratio | 39 dB | 37 dB | 38 dB | 38 dB | |
| Downstream Modulation | QAM256 | QAM256 | QAM256 | QAM256 | |
Power Level
|
3 dBmV | 4 dBmV | 3 dBmV | 3 dBmV | |
| Upstream | Bonding Channel Value | |||
|---|---|---|---|---|
| Channel ID | 4 | 1 | 3 | 2 |
| Frequency | 35600000 Hz | 16400000 Hz | 29200000 Hz | 22800000 Hz |
| Ranging Service ID | 9480 | 9480 | 9480 | 9480 |
| Symbol Rate | 5.120 Msym/sec | 5.120 Msym/sec | 5.120 Msym/sec | 5.120 Msym/sec |
| Power Level | 53 dBmV | 52 dBmV | 52 dBmV | 52 dBmV |
| Upstream Modulation | [2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
[2] QPSK [1] 32QAM [3] 64QAM |
| Ranging Status | Success | Success | Success | Success |
| Signal Status (Codewords) | Bonding Channel Value | |||
|---|---|---|---|---|
| Channel ID | 36 | 33 | 34 | 35 |
| Total Unerrored Codewords | 56950203 | 56950414 | 56951088 | 56950329 |
| Total Correctable Codewords | 17 | 0 | 20 | 0 |
| Total Uncorrectable Codewords | 1610 | 1349 | 675 | 1437 |
Accepted Solution
EG
Expert
•
110.6K Messages
2 years ago
First. The upstream power is too high / out of spec and it may be intermittently fluctuating even farther out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In an effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1000 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.
Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Second. That modem is no longer supported by them. That doesn't mean that it won't work for now, but it will no longer receive any security or firmware updates. One day (perhaps soon) they will "End Of Life" it and it no longer will function on their system at all. You really should consider upgrading it to one that is more current / modern. Also, modems that are no longer supported may behave erratically and not produce the proper speeds. Good luck !
(edited)
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user_e70de6
4 Messages
2 years ago
Thank you so much @EG for this quick and thoughtful answer! You are the best!!
You convinced me to replace the modem & cable, I'll choose new one from the Xfinity recommended devices. Thank you so much!!
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EG
Expert
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110.6K Messages
2 years ago
Quite welcome ! It's why I lurk !! 😊 Get that upstream power level fixed first and foremost. It will still be a problem even with the new modem. Please post back here with how things turn out.
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user_e70de6
4 Messages
2 years ago
I've just got the brand new cable and modem (ARRIS S33)!
Unfortunately the upstream power level, has not been fixed yet, but haven't observed disconnection so far. I'll keep observing how it works for a while. Thanks again for your help!
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EG
Expert
•
110.6K Messages
2 years ago
The high upstream power is a problem just waiting to happen.... It's just that some makes / models of modem's chipsets are more tolerant of less than stellar signals / connection quality than others are. It really should be addressed. Good luck !
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CC_Tony
Retired Employee
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1.4K Messages
2 years ago
@user_e70de6 Hello! Thank you for your submission to the Xfinity Forums. These additions help expand the amount of knowledge encapsulated here. I definitely agree with @EG. Those levels need to be looked at. As always, double-check your cables and connections to make sure they are in good order. If that isn't the cause, we'll need to get you set up with a tech appointment.
When you are ready to do that, use the Direct Messaging icon in the upper-right (next to the bell) to compose a new message to "Xfinity Support" with your name and address.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon in the upper right corner or https://forums.xfinity.com/direct-messaging
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
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user_e70de6
4 Messages
2 years ago
@EG , @XfinityTony Thank you so much for your answer.
I observed for this 2 days, it is definitely better than last week with the old modem, but I still experienced a few outages, and upstream power is around the similar high level. I will send Direct Message. Thank you so much again for your instruction!!
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