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2 Messages

Tuesday, March 14th, 2023 2:52 PM

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New MB8600, unable to lock upstream channels

I recently upgraded my internet and bought this modem to take advantage of the new speeds. Download is fine, but I get a continuous blinking upstream light on the modem. I have even tried connecting the modem directly to the line coming into the house, removing any splitters. I'm wondering if this may be a hardware issue. Upstream power seems in-range, maybe slightly high.

I also get a ton of error messages in the logs.

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 17 507.0 -1.9 42.9 0 0
   2 Locked QAM256 14 489.0 -2.0 42.6 0 0
   3 Locked QAM256 15 495.0 -1.9 42.7 0 0
   4 Locked QAM256 16 501.0 -2.0 42.8 0 0
   5 Locked QAM256 18 513.0 -2.3 42.7 0 0
   6 Locked QAM256 19 519.0 -1.9 42.8 0 0
   7 Locked QAM256 20 525.0 -2.2 42.7 0 0
   8 Locked QAM256 21 531.0 -2.4 42.6 0 0
   9 Locked QAM256 22 537.0 -2.1 42.7 0 0
   10 Locked QAM256 23 543.0 -2.4 42.5 0 0
   11 Locked QAM256 24 549.0 -2.5 42.5 0 0
   12 Locked QAM256 25 555.0 -2.6 42.4 0 0
   13 Locked QAM256 26 561.0 -2.5 42.4 0 0
   14 Locked QAM256 27 567.0 -2.8 42.1 0 0
   15 Locked QAM256 28 573.0 -2.4 42.4 0 0
   16 Locked QAM256 29 579.0 -2.5 42.5 0 0
   17 Locked QAM256 30 585.0 -2.3 42.4 0 0
   18 Locked QAM256 31 591.0 -3.0 42.1 0 0
   19 Locked QAM256 32 597.0 -2.2 42.4 0 0
   20 Locked OFDM PLC 33 690.0 -1.7 41.7 18719623 0
   21 Locked QAM256 34 603.0 -2.4 42.3 0 0
   22 Locked QAM256 35 609.0 -2.2 42.4 0 0
   23 Locked QAM256 36 615.0 -2.2 42.3 0 0
   24 Locked QAM256 37 621.0 -2.0 42.3 0 0
   25 Locked QAM256 38 627.0 -2.5 42.1 0 0
   26 Locked QAM256 39 633.0 -1.9 42.4 0 0
   27 Locked QAM256 40 639.0 -2.3 42.1 0 0
   28 Locked QAM256 41 645.0 -2.1 42.2 0 0
   29 Locked QAM256 42 651.0 -2.1 42.2 0 0
   30 Locked QAM256 43 657.0 -2.1 42.1 0 0
   31 Locked QAM256 44 663.0 -2.1 42.1 0 0
   32 Locked QAM256 45 669.0 -2.1 42.1 0 0

Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Not Locked SC-QAM 1 5120 16.4 38.0
   2 Not Locked SC-QAM 2 5120 22.8 42.5
   3 Not Locked SC-QAM 3 5120 29.2 47.8
   4 Locked SC-QAM 4 5120 35.6 50.0

Sample of some of the logs today:

Event Log  
  
    Time    Priority    Description 
    08:55:36
Tue Mar 14 2023
  Critical (3)   Ranging Request Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
    08:55:36
Tue Mar 14 2023
  Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
    08:55:40
Tue Mar 14 2023
  Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
    08:55:41
Tue Mar 14 2023
  Critical (3)   SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
    08:55:44
Tue Mar 14 2023
  Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:Fixed Initial, 5-42MHz.
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:TLV-9, 5-42MHz.
    Time Not Established   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
    Time Not Established   Critical (3)   CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
    Time Not Established   Critical (3)   CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
    08:58:35
Tue Mar 14 2023
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
    08:58:35
Tue Mar 14 2023
  Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;
    08:58:36
Tue Mar 14 2023
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=***;CMTS-MAC=***;CM-QOS=1.1;CM-VER=3.1;

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Expert

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110.3K Messages

2 years ago

The upstream power is too high / almost out of spec on channel #4. And there is a 12 dB difference between the lowest and the highest frequency channels. There should only be a 3-4 dB difference.  That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels. There is a line / connection impairment somewhere.

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 Radio Shack, Home Depot, Target, 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.


Good luck with it !

(edited)

Visitor

 • 

2 Messages

2 years ago

I am currently running 1 splitter (brand new Antronix CMC2002H-A), but I did test with 0 splitters with the line coming out of the dirt, up through the wall, and to my modem. Same inability to lock in the upstream channels.


My previous modem did not have this issue, so that's why I'm wondering if this might be a hardware issue. Or perhaps because I'm trying to move more data than previously is why I'm seeing an issue now.

Expert

 • 

110.3K Messages

2 years ago

Data consumption has nothing to do with the signal stat values. And it's 99% likely to be a line issue rather than a modem hardware malfunction.

If there is nothing more that can be done to improve the connection quality, then you'll need a tech out to investigate as stated. 


Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem would seem to lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.


Good luck !

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