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Monday, August 21st, 2023 2:41 AM

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Intermittent Connection Drops: TLV-11 - unrecognized OID; No Ranging Response received - T3 time-out - Arris SBG7400AC2

Intermittent Connection Drops.   Ten (10) in the last week alone.  See Event Log, Power Levels, and Details Below.

 DOCSIS(CM) Events

Date Time Event ID Event Level Description
8/13/2023 5:42 73040100 6 TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/13/2023 5:42 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/15/2023 8:09 73040100 6 TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/15/2023 8:15 84000700 5 RCS Partial Service;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/15/2023 11:09 73040100 6 TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/15/2023 11:09 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/16/2023 5:19 73040100 6 TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/16/2023 5:19 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/16/2023 23:32 73040100 6 TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/17/2023 8:45 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/17/2023 16:35 73040100 6 TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/17/2023 16:35 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/18/2023 21:13 73040100 6 TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/18/2023 23:47 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/19/2023 23:22 73040100 6 TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/19/2023 23:22 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/20/2023 17:52 73040100 6 TLV-11 - unrecognized OID;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/20/2023 17:52 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/20/2023 19:22 73040100 6 TLV-11 - unrecognized OID;CM-MAC=1xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
8/20/2023 19:22 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;

© ARRIS Enterprises, Inc. 2021 All rights reserved.

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 28 591.00 MHz -0.50 dBmV 40.95 dB 256QAM 139989373 0 0
Downstream 2 21 549.00 MHz -0.10 dBmV 40.37 dB 256QAM 149745081 0 0
Downstream 3 22 555.00 MHz 0.70 dBmV 40.37 dB 256QAM 149279458 4 0
Downstream 4 23 561.00 MHz 0.10 dBmV 40.37 dB 256QAM 149582959 0 0
Downstream 5 24 567.00 MHz 0.10 dBmV 40.37 dB 256QAM 149507748 0 0
Downstream 6 25 573.00 MHz -0.50 dBmV 40.37 dB 256QAM 161632294 0 0
Downstream 7 26 579.00 MHz -0.50 dBmV 40.95 dB 256QAM 161497363 0 0
Downstream 8 27 585.00 MHz -0.80 dBmV 40.37 dB 256QAM 161545958 0 0
Downstream 9 29 597.00 MHz -1.10 dBmV 40.37 dB 256QAM 143591117 0 0
Downstream 10 30 603.00 MHz -0.80 dBmV 40.37 dB 256QAM 142579073 0 0
Downstream 11 31 609.00 MHz -1.20 dBmV 40.37 dB 256QAM 143418086 0 0
Downstream 12 32 615.00 MHz -0.60 dBmV 40.95 dB 256QAM 143028928 0 0
Downstream 13 33 621.00 MHz -0.80 dBmV 40.37 dB 256QAM 134651804 0 0
Downstream 14 34 627.00 MHz -0.40 dBmV 40.37 dB 256QAM 134295420 0 0
Downstream 15 35 633.00 MHz -0.90 dBmV 40.37 dB 256QAM 134671746 0 0
Downstream 16 36 639.00 MHz -1.10 dBmV 40.37 dB 256QAM 89403383 0 0
Downstream 17 37 645.00 MHz -1.60 dBmV 40.95 dB 256QAM 96806779 0 0
Downstream 18 38 651.00 MHz -1.20 dBmV 40.95 dB 256QAM 96425272 0 0
Downstream 19 39 657.00 MHz -1.50 dBmV 40.37 dB 256QAM 96768185 0 0
Downstream 20 40 663.00 MHz -0.70 dBmV 40.37 dB 256QAM 121530833 0 0
Downstream 21 41 669.00 MHz -0.70 dBmV 40.37 dB 256QAM 121773527 0 0
Downstream 22 42 675.00 MHz -0.10 dBmV 40.95 dB 256QAM 122160861 0 0
Downstream 23 43 681.00 MHz -0.20 dBmV 40.37 dB 256QAM 121946810 0 0
Downstream 24 44 687.00 MHz 0.00 dBmV 40.95 dB 256QAM 102705079 7 0
Reset FEC Counters

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 16.40 MHz 42.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 35.60 MHz 44.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 29.20 MHz 44.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 22.80 MHz 42.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 Status
System Uptime: 0 d: 1 h: 10 m
Computers Detected: staticCPE(1), dynamicCPE(0)
CM Status: OPERATIONAL
Time and Date: Sun 2023-08-20 20:31:19

 Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
LAN Port 1 Enabled Down ----- xx:xx:xx:xx:xx:xx
LAN Port 2 Enabled Up 100(Full) xx:xx:xx:xx:xx:xx
LAN Port 3 Enabled Up 100(Full) xx:xx:xx:xx:xx:xx
LAN Port 4 Enabled Down ----- xx:xx:xx:xx:xx:xx
CABLE Enabled Up ----- xx:xx:xx:xx:xx:xx

Hardware Information
System: ARRIS DOCSIS 3.0 Gateway / Retail
HW_REV: 3
VENDOR: ARRIS Group, Inc.
BOOTR: 2.2.0.45
SW_REV: 9.1.103AA85
MODEL: SBG7400AC2
Serial Number: [Edited: "Personal Information"]
Options:
 Firmware Build and Revisions
Firmware Name: TS0901103AA85_110421_1692.GW

Question

 • 

Updated 

1 year ago

 • Edited

508

3

0

EG

Expert

 • 

110.1K Messages

2 years ago

Please also redact all of the CMTS MAC addresses from your error log entries for 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. It flagged your post as "Private".

That said. The signal status values at that snapshot in time were good. Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the SBG7400AC gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step in troubleshooting before proceeding any further. 

(edited)

0

0

XfinityLinda

Official Employee

 • 

1.8K Messages

2 years ago

Thanks, @EG!

 

@user_f1b512 Thanks for connecting with us here in our community for assistance with your connection. Have you tried the troubleshooting steps provided by @EG? This would provide more information to see how to proceed with assistance. We look forward to your reply.

2

user_f1b512

4 Messages

Hello @XfinityLinda or anyone else.  I continue receiving these errors intermittently.  Are we sure this is not a problem with the service provider network?  Please advise.  Thanks!

1 year ago

0

XfinityBillie

Official Employee

 • 

3.3K Messages

@user_f1b512 We appreciate you reaching back out! Since it has been four months since we last spoke, can you let us know all of the troubleshooting steps you've already tried and a little more detail on what is happening? Just in case something has changed. 

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

user_f1b512

4 Messages

2 years ago

@EG @XfinityLinda Thanks.  I don't currently have any devices hard wired to the SBG7400AC gateway device but I may try that as a troubleshooting step.

Would another troubleshooting step be to look at the lights/indicators on the SBG7400AC gateway when a drop happens? No lights on the SBG7400AC would indicate an ISP/wiring issue; router lights on but no WiFi points to a problem with the Wi-Fi.  Is that fair?

0

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