Random TLV-11 drops causing a modem reboot.

Question

Okay, details first.Arris SB6190 modemNetgear Knighthawk R7800 router Every once in a while, my modem will turn it's head, cough, and everything on the network will lose connection. (Even direct connected (Cat5 wired) devices.) Now, the cable modem logs look like this:(the formatting is ugly, and I took out the actual mc address #s)Sat Sep 26 14:08:04 2020 6 TLV-11 - unrecognized OID;CM-MAC=xx:gg:rr:ee:qq:xx;CMTS-MAC=xx:gg:rr:ee:qq:xx;CM-QOS=1.1;CM-VER=3.0;Sun Sep 27 17:07:35 2020 3 No Ranging Response received - T3 time-out;CM-MAC=xx:gg:rr:ee:qq:xx;CMTS-MAC=xx:gg:rr:ee:qq:xx;CM-QOS=1.1;CM-VER=3.0;Mon Oct 12 04:50:15 2020 6 TLV-11 - unrecognized OID;CM-MAC=xx:gg:rr:ee:qq:xx;CMTS-MAC=xx:gg:rr:ee:qq:xx;CM-QOS=1.1;CM-VER=3.0;Tue Oct 13 12:18:40 2020 3 No Ranging Response received - T3 time-out;CM-MAC=xx:gg:rr:ee:qq:xx;CMTS-MAC=xx:gg:rr:ee:qq:xx;CM-QOS=1.1;CM-VER=3.0;Fri Oct 16 18:47:05 2020 6 TLV-11 - unrecognized OID;CM-MAC=xx:gg:rr:ee:qq:xx;CMTS-MAC=xx:gg:rr:ee:qq:xx;CM-QOS=1.1;CM-VER=3.0;Sat Oct 17 21:42:33 2020 3 No Ranging Response received - T3 time-out;CM-MAC=xx:gg:rr:ee:qq:xx;CMTS-MAC=xx:gg:rr:ee:qq:xx;CM-QOS=1.1;CM-VER=3.0;Sun Oct 18 14:31:36 2020 6 TLV-11 - unrecognized OID;CM-MAC=xx:gg:rr:ee:qq:xx;CMTS-MAC=xx:gg:rr:ee:qq:xx;CM-QOS=1.1;CM-VER=3.0;Mon Oct 19 03:58:04 2020 3 No Ranging Response received - T3 time-out;CM-MAC=xx:gg:rr:ee:qq:xx;CMTS-MAC=xx:gg:rr:ee:qq:xx;CM-QOS=1.1;CM-VER=3.0;Mon Oct 19 12:19:02 2020 6 TLV-11 - unrecognized OID;CM-MAC=xx:gg:rr:ee:qq:xx;CMTS-MAC=xx:gg:rr:ee:qq:xx;CM-QOS=1.1;CM-VER=3.0; Now, every TLV-11 error forces a cable modem reboot. (Thank goodness for the app.) The problem is the timing of this, as it interrupts some work video calls. I wanted to try and send one of the Comcast techs here a PM, but the menu option wasn't available to me, so I'm starting from scratch as it is. The modem is about 18 months old.The router is about a year.I changed out the cable wire in the wall a few weeks ago.There is no booster or otherwise attached to the line.It comes from a Comcast splitter through the attic. Guidance to getting rid of this, directions to who I should talk to, or other related thoughts would be appreciated.

johnp1732 · Answer

I see that link but ask this: why would that cause my entire network to break up and lose connection, and wouldn't everyone be experiencing this issue if "all modems report this error".

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	16	501.00 MHz	-2.60 dBmV	33.83 dB	0	0
2	Locked	256QAM	8	453.00 MHz	-1.30 dBmV	38.61 dB	4816	0
3	Locked	256QAM	9	459.00 MHz	-1.60 dBmV	37.64 dB	4	0
4	Locked	256QAM	10	465.00 MHz	-1.90 dBmV	37.36 dB	19	0
5	Locked	256QAM	11	471.00 MHz	-2.00 dBmV	37.64 dB	10	0
6	Locked	256QAM	12	477.00 MHz	-2.20 dBmV	36.39 dB	10	0
7	Locked	256QAM	13	483.00 MHz	-2.20 dBmV	34.93 dB	11	0
8	Locked	256QAM	14	489.00 MHz	-2.20 dBmV	34.48 dB	11	0
9	Locked	256QAM	15	495.00 MHz	-2.40 dBmV	34.35 dB	8	0
10	Locked	256QAM	17	507.00 MHz	-2.70 dBmV	34.48 dB	0	0
11	Locked	256QAM	18	513.00 MHz	-2.80 dBmV	35.08 dB	0	0
12	Locked	256QAM	19	519.00 MHz	-2.80 dBmV	35.60 dB	0	0
13	Locked	256QAM	20	525.00 MHz	-3.00 dBmV	36.39 dB	0	0
14	Locked	256QAM	21	531.00 MHz	-3.10 dBmV	36.61 dB	0	0
15	Locked	256QAM	22	537.00 MHz	-3.30 dBmV	36.61 dB	0	0
16	Locked	256QAM	23	543.00 MHz	-3.30 dBmV	37.36 dB	0	0
17	Locked	256QAM	24	549.00 MHz	-3.50 dBmV	37.36 dB	0	0
18	Locked	256QAM	25	555.00 MHz	-3.40 dBmV	37.64 dB	0	0
19	Locked	256QAM	26	561.00 MHz	-3.70 dBmV	37.64 dB	16	0
20	Locked	256QAM	27	567.00 MHz	-3.70 dBmV	37.64 dB	8	0
21	Locked	256QAM	28	573.00 MHz	-3.80 dBmV	38.61 dB	11	0
22	Locked	256QAM	29	579.00 MHz	-3.90 dBmV	38.61 dB	19	0
23	Locked	256QAM	30	585.00 MHz	-4.00 dBmV	38.61 dB	0	0
24	Locked	256QAM	31	591.00 MHz	-4.20 dBmV	38.61 dB	0	0
25	Locked	256QAM	32	597.00 MHz	-4.30 dBmV	38.60 dB	0	0
26	Locked	256QAM	33	603.00 MHz	-4.40 dBmV	38.60 dB	0	0
27	Locked	256QAM	34	609.00 MHz	-4.50 dBmV	38.60 dB	0	0
28	Locked	256QAM	35	615.00 MHz	-4.50 dBmV	38.60 dB	0	0
29	Locked	256QAM	36	621.00 MHz	-4.90 dBmV	38.60 dB	0	0
30	Locked	256QAM	37	627.00 MHz	-4.80 dBmV	38.60 dB	0	0
31	Locked	256QAM	38	633.00 MHz	-5.00 dBmV	38.60 dB	0	0
32	Locked	256QAM	39	639.00 MHz	-4.90 dBmV	37.60 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	3	5120 kSym/s	23.00 MHz	47.75 dBmV
2	Locked	ATDMA	4	5120 kSym/s	16.50 MHz	47.50 dBmV
3	Locked	ATDMA	2	5120 kSym/s	29.60 MHz	47.75 dBmV
4	Locked	ATDMA	1	5120 kSym/s	36.10 MHz	47.50 dBmV

EG · Answer

First. About that TLV-11 error, see this;

https://www.speedguide.net/faq/what-does-the-tlv-11-unrecognized-oid-log-message-392#:~:text=The%20TLV%2D11%20%2D%20unrecognized%20OID,multiple%20vendor)%20information%20in%20it.&text=You%20may%20see%20the%20above,it%20gets%20the%20configuration%20file.

Second. What do the modem's signal stats look like ? T

Please also post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

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EG · Answer

That error is not the direct cause, it is an indirect by-product of communication / handshake lapses.

The SNR's are low on some of the downstream channels. There is likely to be noise ingressing into the line somewhere at those frequencies. It may be best to get a tech out to investigate correct this.

EG · Answer

@johnp1732 wrote:Would it help to say that a new line was run about 3-5 months ago -- actually, it was right around March. I remember a family member saying the guy who buried the line had his kids with so it was right around the time everything was shut down. Not really, sorry. Okay, say I do ask someone to come out. What are the magic words to say that clearly tells them there is something they could do out here that they could not do on their end? Show them this thread.

johnp1732 · Answer

Would it help to say that a new line was run about 3-5 months ago -- actually, it was right around March. I remember a family member saying the guy who buried the line had his kids with so it was right around the time everything was shut down.

Okay, say I do ask someone to come out. What are the magic words to say that clearly tells them there is something they could do out here that they could not do on their end?

Your Home Network

johnp1732

Random TLV-11 drops causing a modem reboot.

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johnp1732

EG

EG

EG

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