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Schlaegel
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Wednesday, September 1st, 2021 3:51 AM

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Security: Failed, DOCSIS NAE: Denied (Arris SB8200)

For the last two days I've been getting these errors, and of course nothing works. I spent over an hour on Xfinity tech support, and I went in circles, but they just kept saying "It will work in an hour." So how do they know it will work in an hour, and why is it not working more than it is working? It did come back up, but it doesn't last.
Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 543000000 Hz Locked
Connectivity State In Progress Access Denied
Boot State In Progress Unknown
Configuration File OK
Security Failed BPI+
DOCSIS Network Access Enabled Denied

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
32 Locked QAM256 543000000 Hz -16.6 dBmV 35.0 dB 2188 1115



Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 2 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 59.0 dBmV


Question

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Updated 

4 years ago

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Schlaegel

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8 Messages

4 years ago

Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Date Time Event ID Event Level Description
08/31/2021 19:52 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:50 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:50 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:49 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:48 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:47 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:46 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:46 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:46 84020200 5 "Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:46 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:46 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:45 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:45 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:44 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:44 84020200 5 "Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:44 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:43 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:43 84020200 5 "Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:43 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:43 84020200 5 "Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:43 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:43 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:42 84020200 5 "Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:41 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:41 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:41 84020200 5 "Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:40 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:40 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:39 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:39 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:39 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:39 84020200 5 "Lost MDD Timeout;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:38 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:38 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:37 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:37 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:36 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:35 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:34 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:33 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:33 82000600 3 "Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:33 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:32 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:32 68001102 3 "Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:32 73040200 3 "TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:32 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
08/31/2021 19:31 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:21 74010100 6 "CM-STATUS message sent. Event Type Code: 16; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:20 84000500 3 "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
08/31/2021 19:20 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"

(edited)

0

0

EG

Expert

 • 

110.1K Messages

4 years ago

The stats are way out of spec !! That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

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, 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 !

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Schlaegel

Visitor

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8 Messages

4 years ago

My setup has one splitter recently installed by Xfinity to bring it into the "spec that Arris modems like" and one side feeds a direct line to the modem, and the other side is terminated. The splitter was installed to replace a direct inline surge protector that Xfinity had installed earlier. My setup has nothing else. It is as simple as it can get. Every time they come out, they say everything is within spec.

I've had a run around of broken internet for months, and I think I've come up with a solution. I'm going to try and rent all hardware from Xfinity for a month, so there are no companies pointing fingers at each other, and see if I can finally get the internet I've been paying for to work.

(edited)

6

peterka09011

Contributor

 • 

41 Messages

@Schlaegel  I'm at the same point. I bought a new Arris SB 8200 in April because all of a sudden I was losing internet connections several times a day, for as long as 20 minutes. My old Arris was working fine, but since it's no longer "approved," so I bought the 8200.

No improvement. We had a couple Xfinity tech home visits, but signals were OK when they arrived. They escalated my complaint and supposedly a tech checked the outdoor service connections, neighborhood connections, etc. - and was told "if you don't hear back from us, assume we found no trouble outdoors." Thats was six weeks ago.

My setup has a powered Xfinity-installed AC-powered splitter (just replaced) to feed the three TVs, one of which is 300' away in my shop. I discovered that if I disconnected the main source coaxial cable from the powered splitter, and directly connect it to my 8200, the modem would reconnect to the internet within about 5 minutes, every time. Of course, none of the three TVs would work since they were disconnected. But this "band-aid" fix restored service when it was critically needed.

This past evening, I had about 7 dropouts and two this morning which interfered with my work. This time however, directly connecting the source cable to my Arris 8200 did not work its magic and reconnect- I had to power off and reboot the modem twice. Of course, we lose TV service on our property when I directly connect the modem.

I should say my network config is more complex. From the Arris I connect to an Apple Airport Time Capsule router/wifi modem. From the Apple Time Capsule, all via ethernet cables and ethernet switches, I have three more Apple Airport Express wifi routers set to Bridge mode  that act as wifi access points (but perform no router functions). The whole LAN worked marvelously for 6+ years until April, 2021.

Something changed drastically with Xfinity in April, because we changed nothing here on our property, and yet we are plagued with serious outages that I cannot resolve.

Like you, I am considering renting the Xfinity Wifi Router to see if the problems persist. However, I will need 3

additional satellite wifi access points, and I cannot seem to find out if they offer these.

Good luck to you.  Peter

p.s. Below is last night/today's log of outages, monitored using the PC app called "Network Uptime Monitor.":

4 years ago

0

XfinityEmilyB

Official Employee

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2K Messages

Thank you for reaching out to our community forum about your internet issues, @Schlaegel! I have three people working from home that rely on my internet so I know it's important for everything to be working properly. Do you know when you'll have a chance to run by the service center to try our hardware? I'd like to keep in touch with you to make sure this is resolved.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

Schlaegel

Visitor

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8 Messages

I just made an appointment for today at 5:15.

4 years ago

0

XfinityAldrik

Official Employee

 • 

2.1K Messages

Oh okay @Schlaegel I am glad to hear we have an appointment scheduled! Could you please send our team a private message with your full name and full address? We'd like to check back after the appointment to see how everything goes.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

Schlaegel

Visitor

 • 

8 Messages

I got the Xfinity rented device hooked up. All of my own devices are no longer hooked up. It set the wifi ssid and password through the xfinity app, but the xfinity hardware also can't connect.

Initialization Procedure

Initialize Hardware:NotStarted
Acquire Downstream Channel:NotStarted
Upstream Ranging:NotStarted
DHCP bound:NotStarted
Set Time-of-Day:NotStarted
Configuration File Download:NotStarted
Registration:NotStarted

Cable Modem

HW Version:2.2
Vendor:Technicolor
BOOT Version:S1TC-3.49.18.14
Core Version:1.0
Model:CGM4140COM
Product Type:XB6
Flash Part:8192 MB
Download Version:Prod_20.2_d31 & Prod_20.2
Serial Number:xxxxxxxxxxxxxxx5287
Downstream
Channel Bonding Value
Index
40
Lock Status
Locked
Frequency
591 MHz
SNR
34.2 dB
Power Level
-18.5 dBmV
Modulation
256 QAM
Upstream
Channel Bonding Value
Index
1
Lock Status
Not Locked
Frequency
16 MHz
Symbol Rate
5120
Power Level
59.0 dBmV
Modulation
QAM
Channel Type
ATDMA
CM Error Codewords
Index
1
Unerrored Codewords
1467394
Correctable Codewords
0
Uncorrectable Codewords
0

4 years ago

0

EG

Expert

 • 

110.1K Messages

4 years ago

@Schlaegel You are going to need to get the techs re-involved until it gets fixed properly.

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 may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.

Please post back with how things turn out.

(edited)

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