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Arris SB8200 Hanging - Needs Power Cycled Frequently

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Arris SB8200 Hanging - Needs Power Cycled Frequently

Here recently, my internet connection has been grinding to a halt at random times. In the last 4 days, I think I've had to power cycle the modem to get things working again. Normally everything will stop behaving and I'll have to pull the power from the modem, wait a few seconds, then power it back up. Usually when I do this, the connectivity is restored right away.

 

Sometime in the last 6 months a line tech came out and replaced the drop from the pole to my house. I have since replaced ALL OF THE WIRING between that connection and the modem, and the only joints are at the drop, the wall plate, and the modem. They're all factory connections from a high cost cable purchase at a local home improvement store. 

For context, this modem is new since before the drop was replaced. The router was also replaced around the same time and hasn't had any issues, though I have power cycled it a couple of times in determining this is originating at the modem.

 

What I'm wondering is if this has something to do with one of the firmware dumps that gets pushed to my modem by Comcast, or if there are some other logs that y'all have access to that will indicate what's actually going on.

 

And before you go suggesting sending a line tech out again:

  • The drop was replaced sometime in the last 6 months
  • The in-home wiring was replaced around the same time
  • The modem was replaced in the same time frame with an SB8200
  • The router has also been replaced and is now an AC68U
  • The most recent power cycle was today at about 16:24 local time

Screenshots of the modem's status page are attached.

 

Screenshot_2018-06-18_19-07-37.png
Screenshot_2018-06-18_19-08-17.png
Screenshot_2018-06-18_19-08-33.png
Screenshot_2018-06-18_19-08-47.png
Expert

Re: Arris SB8200 Hanging - Needs Power Cycled Frequently

@tgarrison-tx

Since you've already had a tech visit...

 

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 

 

Can you post your error/event log pls?


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Frequent Visitor

Re: Arris SB8200 Hanging - Needs Power Cycled Frequently

Awesome. I appreciate that. I'd like to reiterate though that if there are any signal faults, it's highly unlikely to be inside my walls. The next tier of anything I can do here is replace it all with a cable with absolutely no breaks between the drop and the modem, or go to full platinum cable.

Frequent Visitor

Re: Arris SB8200 Hanging - Needs Power Cycled Frequently

@nerdburg - Missed the request for the event log. I don't have anything from before the power cycle, and it seems to be scrolling since. Here's what the modem will give me:


Time	Priority	Description
6-18-2018, 20:20:6	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:19:20	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:19:18	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:19:18	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:18:5	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:18:5	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:18:5	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:13:13	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:13:13	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:13:13	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:13:1	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:13:1	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:13:1	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:7:3	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:7:3	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:7:3	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:6:38	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:6:38	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:6:38	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:1:22	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:1:22	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 20:1:22	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:59:23	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:59:23	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:59:23	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:54:9	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:54:9	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:54:9	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:53:21	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:53:21	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:53:21	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:48:38	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:48:38	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:48:38	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:47:42	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:47:42	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:47:42	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:43:38	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:43:37	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:43:37	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:42:58	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:42:58	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:42:58	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:36:52	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:36:52	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:36:52	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:36:51	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:36:51	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:36:51	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:31:50	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:31:50	Critical(3)	"Ranging Request Retries exhausted;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:31:50	Critical(3)	"No Ranging Response received - T3 time-out;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:31:13	Critical(3)	"16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=90:9d:7d:2e:b9:11;CMTS-MAC=00:01:5c:a2:96:57;CM-QOS=1.1;CM-VER=3.1;"
6-18-2018, 19:31:13	Critical(3)	"R

That's a direct copy/paste from the event log page on the modem. I did not artificially truncate it.

Expert

Re: Arris SB8200 Hanging - Needs Power Cycled Frequently

Your signal levels look pretty good, but your error log confirms your issues. It's most likely an issue in the return path. They will probably send out a premise tech. Even if there is no issue with your wiring -- the premise tech is the only one that can escalate the problem to the right department. 


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Official Employee

Re: Arris SB8200 Hanging - Needs Power Cycled Frequently

 

Hello tgarrison-tx, I can assist you with making sure you have a strong signal and a constant connection. Can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?


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