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VicVonDoom
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Sunday, February 28th, 2021 2:00 PM

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Modem goes offline multiple times a day, but nothing in logs

Hello,

 

  I have been experiencing on-going issues with my modem going offline but nothing in the logs or connection stats to indicate what is happening.  I've also had multiple techs visit with them telling me that everything looks good (no line noise, great SNR, etc).  I've been through 5 rental models (1 xB6 and 4 xB7 modems).  The final XB7 modem disconnected less than previous models but would show a red light multiple times a day with the logs showing nothing, and the cable stats good.  I switched to a CM1150V in the hopes it was Comcast modem's causing the issue but I have the *EXACT* same issues.  Modem goes offline from the Comcast perspective, nothing in the logs at the time of the incident and SNR looks good.  The last tech I worked with said I could text him logs and stats and he is at a loss for what is causing the issues.

 

What are my next steps here?  It doesn't seem modem related, multiple techs coming to my house tell me everything looks solid- no one seems to know what to do.  The last tech recommended against running a new line because I have great line stats and he see's no point in punching a hole in the wall of my house when nothing indicates that a new line will help me.

 

My cable connections numbers:  

CM1150V / Firmware V4.02.02

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel525000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
IP Provisioning ModeHonor MDDhonorMdd(4)
 

Downstream Bonded Channels

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1LockedQAM25617525000000 Hz5.9 dBmV43.4 dB00
2LockedQAM2561423000000 Hz5.3 dBmV43.6 dB00
3LockedQAM2562429000000 Hz5.4 dBmV43.6 dB00
4LockedQAM2563435000000 Hz5.4 dBmV43.6 dB00
5LockedQAM2564441000000 Hz5.2 dBmV43.4 dB00
6LockedQAM2565447000000 Hz5.4 dBmV43.5 dB00
7LockedQAM2566453000000 Hz5.8 dBmV43.7 dB00
8LockedQAM2567459000000 Hz5.8 dBmV43.7 dB00
9LockedQAM2568465000000 Hz6 dBmV43.8 dB00
10LockedQAM2569471000000 Hz6 dBmV43.7 dB00
11LockedQAM25610477000000 Hz6.1 dBmV43.7 dB00
12LockedQAM25611483000000 Hz6.3 dBmV43.7 dB00
13LockedQAM25612489000000 Hz6.3 dBmV43.8 dB00
14LockedQAM25613495000000 Hz6.2 dBmV43.7 dB00
15LockedQAM25614507000000 Hz6.2 dBmV43.5 dB00
16LockedQAM25615513000000 Hz6.1 dBmV43.5 dB00
17LockedQAM25616519000000 Hz5.9 dBmV43.4 dB00
18LockedQAM25618531000000 Hz6 dBmV43.4 dB00
19LockedQAM25619543000000 Hz6 dBmV43.3 dB00
20LockedQAM25620549000000 Hz5.8 dBmV43.3 dB00
21LockedQAM25621555000000 Hz5.8 dBmV43.3 dB00
22LockedQAM25622561000000 Hz5.8 dBmV43.3 dB00
23LockedQAM25623567000000 Hz5.6 dBmV43.2 dB00
24LockedQAM25624573000000 Hz5.8 dBmV43.3 dB00
25LockedQAM25625579000000 Hz5.5 dBmV43.2 dB00
26LockedQAM25626585000000 Hz5.7 dBmV43.2 dB00
27LockedQAM25627591000000 Hz5.8 dBmV43.2 dB00
28LockedQAM25628597000000 Hz5.8 dBmV43.2 dB00
29LockedQAM25629603000000 Hz5.8 dBmV43.2 dB00
30LockedQAM25630609000000 Hz5.6 dBmV43.1 dB00
31LockedQAM25631615000000 Hz5.7 dBmV43.1 dB00
32LockedQAM25632621000000 Hz6 dBmV43.1 dB00
 

Upstream Bonded Channels

ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA15120 Ksym/sec16400000 Hz36.8 dBmV
2LockedATDMA25120 Ksym/sec22800000 Hz37.8 dBmV
3LockedATDMA35120 Ksym/sec29200000 Hz38.3 dBmV
4LockedATDMA45120 Ksym/sec35600000 Hz38.8 dBmV
5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
 

Downstream OFDM Channels

ChannelLock
Status		Modulation /
Profile ID		Channel
ID		FrequencyPowerSNR /
MER		Active Subcarrier
Number Range		Unerrored
Codewords		Correctable
Codewords		Uncorrectable
Codewords
1Locked0 ,2 ,3 ,5159722000000 Hz6.4 dBmV42.7 dB1246 ~ 284920583526472230378300
2Not Locked000 Hz0 dBmV0.0 dB0 ~ 4095000
 

Upstream OFDMA Channels

ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not Locked000 Hz0 dBmV
2Not Locked000 Hz0 dBmV
 

Current System Time:Sun Feb 28 14:05:22 2021System Up Time:22:12:39

 

Event Log:

 

The events below happened during reprovision/reboot to get my VOIP working, as the original activation of the modem by Comcast didn't have VOIP transfered over.  The tech I have been working with said the error and notices are not necessarily something to worry about if they do not keep happening.  Today's disconnect was a 1:25pm (2/28/2021), nothing in the logs below to match that.

 

TimePriorityDescription
Sat Feb 27 16:05:51 2021Warning (5)DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 16:05:49 2021Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 16:05:49 2021Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: 3 4 5; New Profile: 2 3 5.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:54:04 2021Warning (5)DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:54:02 2021Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: 1 2 3; New Profile: 3 4 5.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:53:44 2021Warning (5)Dynamic Range Window violation
Sat Feb 27 15:53:44 2021Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:53:43 2021Warning (5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:53:38 2021Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:53:33 2021Notice (6)TLV-11 - unrecognized OID;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:38:31 2021Warning (5)DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:38:29 2021Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:38:29 2021Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: 3 4 5; New Profile: 2 3 5.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:26:43 2021Warning (5)DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:26:40 2021Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: 1 2 3; New Profile: 3 4 5.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:26:21 2021Warning (5)Dynamic Range Window violation
Sat Feb 27 15:26:21 2021Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:26:21 2021Warning (5)Dynamic Range Window violation
Sat Feb 27 15:26:21 2021Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:26:21 2021Warning (5)Dynamic Range Window violation
Sat Feb 27 15:26:21 2021Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:26:21 2021Warning (5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:26:17 2021Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 15:26:12 2021Notice (6)TLV-11 - unrecognized OID;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=xxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 14:36:49 2021Warning (5)Dynamic Range Window violation
Sat Feb 27 14:36:49 2021Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 14:22:50 2021Warning (5)Dynamic Range Window violation
Sat Feb 27 14:22:50 2021Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 13:32:54 2021Warning (5)Dynamic Range Window violation
Sat Feb 27 13:32:54 2021Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 13:10:56 2021Warning (5)Dynamic Range Window violation
Sat Feb 27 13:10:56 2021Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 12:17:01 2021Warning (5)Dynamic Range Window violation
Sat Feb 27 12:17:01 2021Warning (5)RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 11:53:06 2021Warning (5)DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xxx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;
Sat Feb 27 11:53:03 2021Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: 2 3 4; New Profile: 3 4 5.;CM-MAC=xx;CMTS-MAC=xxx;CM-QOS=1.1;CM-VER=3.1;

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5 years ago

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PT5

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3 Messages

5 years ago

Not sure we're having the same issues but just in case it's related I'll reply here.  I'm seeing intermittent WAN disconnections throughout the day that last for 40min to over an hour - yet the indicator lights on the modem are normal which I've never seen before.  This started after rebooting my modem for the first time in 15-19 days of uptime w/out these issues.  Channel levels seem fine.  Notice corrected code words on OFDM jump and increment much faster after seeing the following in the event log.  Is there any documentation on the differences in the profiles and resulting function?  I don't remember seeing these profile change logs more than once or twice after a reboot in the past, and now wonder if this is an indicator or cause of my later total WAN loss.  Only other new difference I see is that channel 29 accumulated more errors than the surrounding channels at a certain point (see below event logs).  Modem is Motorola MB8600, 1GB service, uptime 39min.  Normal speeds are ~800 down 43 up.

Additional Info:

Also noticed a 20-30min WAN disconnect after OFDM profile failure and recovery Events 16 and 24.  This happened twice.  Used to see these errors occasionally without a WAN disconnect.  Again no modem light indication of a problem.

Seeing a few corrected errors show up in Event log on OFDM channel after disconnects.  Current stats on OFDM channel w/ relatively light usage [uptime, dBvM, SNR, uncorrected, corrected].  In contrast before these WAN disconnect problems started I had ~30K uncorrected 0 corrected after 15 days uptime. 

1 days 22h:06m:18s
3.2 41.9 300717958 35

   13:55:04
Sat Mar 20 2021		   Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: 3 4 5; New Profile: 2 3 5.;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;
    13:55:04
Sat Mar 20 2021		   Critical (3)   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;
    13:55:05
Sat Mar 20 2021		   Warning (5)   DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;
    13:55:10
Sat Mar 20 2021		   Notice (6)   CM-STATUS message sent. Event Type Code: 3; Chan ID: N/A; DSID: Y; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;
   27 Locked QAM256 27 651.0 0.4 42.6 134 0
   28 Locked QAM256 28 657.0 0.5 42.6 68 0
   29 Locked QAM256 29 663.0 0.6 42.5 1229 4307
   30 Locked QAM256 30 669.0 0.8 42.4 20 0
   31 Locked QAM256 31 675.0 0.8 41.7 15 0
   32 Locked QAM256 32 681.0 0.8 42.4 0 0
   33 Locked OFDM PLC 159 722.0 3.0 43.6 3266207 0

(edited)

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