2 Messages
Modem intermittently rebooting due to docsDevResetNow signal
I've been having intermittent connection issues with the modem receiving the "docsDevResetNow" command and subsequently rebooting itself every few minutes. It's not a complete loss of internet but rather this signal is being repeatedly sent during heavier usage like gaming or streaming subsequently causing the modem to reboot itself and interrupting whatever I'm doing at the moment for a minute or two. I did some research and apparently this signal is a reset command sent by Comcast or through the app to remotely reboot the modem. I've combed through similar posts online and replaced all cables and splitters running from the street coax cord to the modem. I've even tried connecting the modem directly to the street cord to no avail.
The downstream and upstream values look good based on some Google searches but I'm not 100% sure about this. I've called Xfinity tech support but they insisted that nothing is wrong on their end and that maybe we should "upgrade the internet speed to support more devices." Which I think is a completely absurd suggestion considering we currently have 200mbps up / 25 mbps down just for some light gaming and streaming. At this point I'm completely at a loss except maybe to replace the modem. Any suggestions?
Here is an example of how frequently this signal is received by our modem.
Modem: Arris SB6183
| Wed Jun 05 13:48:09 2024 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Wed Jun 05 13:54:01 2024 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Wed Jun 05 13:57:23 2024 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Wed Jun 05 13:59:16 2024 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Wed Jun 05 14:04:15 2024 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Wed Jun 05 14:11:34 2024 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Wed Jun 05 14:42:22 2024 | Critical (3) | Resetting the cable modem due to docsDevResetNow |
| Downstream Bonded Channels | ||||||||
|---|---|---|---|---|---|---|---|---|
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | QAM256 | 4 | 435000000 Hz | 2.0 dBmV | 44.9 dB | 0 | 0 |
| 2 | Locked | QAM256 | 1 | 417000000 Hz | 1.7 dBmV | 44.9 dB | 0 | 0 |
| 3 | Locked | QAM256 | 2 | 423000000 Hz | 2.0 dBmV | 44.9 dB | 0 | 0 |
| 4 | Locked | QAM256 | 3 | 429000000 Hz | 1.8 dBmV | 44.8 dB | 0 | 0 |
| 5 | Locked | QAM256 | 5 | 441000000 Hz | 2.4 dBmV | 45.1 dB | 0 | 0 |
| 6 | Locked | QAM256 | 6 | 447000000 Hz | 2.3 dBmV | 45.1 dB | 0 | 0 |
| 7 | Locked | QAM256 | 7 | 453000000 Hz | 2.4 dBmV | 45.1 dB | 0 | 0 |
| 8 | Locked | QAM256 | 8 | 459000000 Hz | 2.8 dBmV | 45.2 dB | 0 | 0 |
| 9 | Locked | QAM256 | 9 | 465000000 Hz | 3.0 dBmV | 45.2 dB | 0 | 0 |
| 10 | Locked | QAM256 | 10 | 471000000 Hz | 2.8 dBmV | 45.2 dB | 0 | 0 |
| 11 | Locked | QAM256 | 11 | 477000000 Hz | 3.3 dBmV | 45.4 dB | 0 | 0 |
| 12 | Locked | QAM256 | 12 | 483000000 Hz | 3.4 dBmV | 45.4 dB | 0 | 0 |
| 13 | Locked | QAM256 | 13 | 489000000 Hz | 3.3 dBmV | 45.4 dB | 0 | 0 |
| 14 | Locked | QAM256 | 14 | 495000000 Hz | 3.6 dBmV | 45.4 dB | 0 | 0 |
| 15 | Locked | QAM256 | 15 | 501000000 Hz | 3.8 dBmV | 45.5 dB | 0 | 0 |
| 16 | Locked | QAM256 | 16 | 507000000 Hz | 3.6 dBmV | 43.4 dB | 0 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 20 | 5120 Ksym/sec | 35600000 Hz | 46.8 dBmV |
| 2 | Locked | ATDMA | 18 | 5120 Ksym/sec | 22800000 Hz | 45.7 dBmV |
| 3 | Locked | ATDMA | 19 | 5120 Ksym/sec | 29200000 Hz | 46.0 dBmV |
| 4 | Locked | ATDMA | 17 | 5120 Ksym/sec | 16400000 Hz | 45.2 dBmV |
XfinityThomasA
Official Employee
•
2.3K Messages
11 months ago
Thank you for joining us here on the Xfinity Forums, user_81d2uz! I'm sorry to read of the troubles you've faced and appreciate the chance to help out. Although our troubleshooting is limited for customer-owned devices, I was able to locate the SB6183 Signal Level document online. The Power, and SNR, all look great. Have you contacted Arris to confirm the error message you received in your modem log? How many devices do you have connected to your home network? If we're unable to resolve this issue remotely we can help schedule an expert Xfinity technician to take a closer look. The Xfinity App also works great to troubleshoot your home network.
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