Power Levels Causing Random Modem Hard Lockups - DOCSIS 3.1 DRW Violation

Hello,

I am experiencing random hard lockups with my Arris S34 modem (3-4 times over the past week). A physical power cycle temporarily restores service.

I checked my signal levels, and the physical line appears to be delivering an out-of-spec signal, causing a DOCSIS 3.1 Dynamic Range Window violation:

• Downstream Power: Coming in very hot, ranging from +5.7 dBmV to +8.8 dBmV across 32 SC-QAM channels. SNR is excellent (40.9 to 44.6 dB) with 0 uncorrectables, meaning the line is clean but too loud.

• Upstream SC-QAM Power: Sitting around 36.8 to 37.0 dBmV across 4 channels.

• Upstream OFDMA Power: Channel 41 is bottoming out at 28.8 dBmV.

Because the downstream is coming in so hot, my modem is barely transmitting. This creates an 8.2 dB spread between my SC-QAM and OFDMA channels, which violates the 6 dB Dynamic Range Window.

Right before the modem hard-locks, my event logs consistently show:

• Warning - RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW

• Warning - REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value

• Warning - Lost MDD Timeout

• Multiple CM-STATUS event codes 2 and 5 indicating dropped channels.

I am requesting a line technician to check the tap and balance the line (or install an appropriate pad/attenuator), as the continuous DRW violations appear to be crashing the modem's firmware.

Thank you!