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Losing connectivity, router log shows problems

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Frequent Visitor

Losing connectivity, router log shows problems

Starting a couples weeks ago, our internet connection has been irratic.  I checked our Motorola MG7315 Modem+Router and the signal levels look good, but the event log in the status screen shows several entries that repeat.  Can anyone help me understand what these mean, and what to do about them?  Thanks in advance.

 

Thu Jun 25 23:09:18 2020    Warning (5)   Unicast DSID PSN startup error 
 Fri Jun 26 00:23:36 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Fri Jun 26 00:25:46 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Fri Jun 26 00:26:18 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... 
 Fri Jun 26 00:26:26 2020    Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
Highlighted
Expert

Re: Losing connectivity, router log shows problems

Please also post those signal stat numbers.



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Frequent Visitor

Re: Losing connectivity, router log shows problems

thanks for your help.

 

Downstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 5 477.0 0.1 41.2 0 0
2 Locked QAM256 1 453.0 0.5 41.4 0 0
3 Locked QAM256 2 459.0 0.3 41.1 0 0
4 Locked QAM256 3 465.0 0.3 41.4 0 0
5 Locked QAM256 4 471.0 0.0 40.9 0 0
6 Locked QAM256 6 483.0 -0.2 41.2 0 0
7 Locked QAM256 7 489.0 -0.2 40.8 0 0
8 Locked QAM256 8 495.0 -0.4 40.8 0 0
Total             0 0



   Upstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 5 5120 36.5 42.5
2 Locked ATDMA 6 5120 30.1 42.0
3 Locked ATDMA 7 5120 23.7 42.5
4 Locked ATDMA 8 5120 17.3 42.5
Highlighted
Frequent Visitor

Re: Losing connectivity, router log shows problems

my modem doesn't show upstream Rx or SNR

 

Highlighted
Expert

Re: Losing connectivity, router log shows problems

Those can't be read by the modem. They can only be read from their receiving end.

 

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Official Employee

Re: Losing connectivity, router log shows problems

Hello @miketranch, thanks for reaching out to us through our Forums page. We appreciate you being a customer with us and I am sorry to hear about these connection issues you have recently been experiencing. I would love to further troubleshoot and assist you with this. Can you please send me a private message including your first and last name as it appears on the account? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message". 

 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: Losing connectivity, router log shows problems

it drops out fairly randomly, but seems to get worse every day around 4 to 5 pm.  Most of the time, the modem lights (and browser dashboard) show still connected to internet, but we experience no or very slow connection.  At 4 to 5 or so, the modem LEDs show no internet connection.  Normal is power green, down blue, up blue, internet green.  When it really goes down (4 to 5 or so) the power is green, down is green, up is green flashing, and internet is off.  Power cycling doesn't clear this error.  Later, it will come back... 

 

Highlighted
Frequent Visitor

Re: Losing connectivity, router log shows problems

hi Amira, I sent you private message as requested.  Looking forward to your help, thanks.  I also lookied into my router firewall log and found this:

LAN-side UDP Flood  3   Fri Jun 26 13:16:12 2020    75.75.75.75:53   192.168.0.11:50851 
SYN Flood  1   Fri Jun 26 13:16:14 2020    54.210.116.153:443   192.168.0.11:54587 
LAN-side UDP Flood  6   Fri Jun 26 13:16:51 2020    75.75.76.76:53   192.168.0.11:50789 
SYN Flood  1   Fri Jun 26 13:16:54 2020    35.169.93.8:443   192.168.0.11:54696 
LAN-side UDP Flood  1   Fri Jun 26 13:16:59 2020    75.75.76.76:53   192.168.0.11:62916 
SYN Flood  1   Fri Jun 26 13:17:01 2020    23.41.253.194:443   192.168.0.11:54707 
LAN-side UDP Flood  1   Fri Jun 26 13:17:04 2020    75.75.76.76:53   192.168.0.11:56404 
SYN Flood  1   Fri Jun 26 13:17:05 2020    23.41.253.194:443   192.168.0.11:54730 
LAN-side UDP Flood  1   Fri Jun 26 13:17:08 2020    75.75.76.76:53   192.168.0.11:53941 
SYN Flood  1   Fri Jun 26 13:17:13 2020    52.7.222.29:443   192.168.0.11:54714 
LAN-side UDP Flood  3   Fri Jun 26 13:17:36 2020    75.75.76.76:53   192.168.0.11:50363 
TCP- or UDP-based Port Scan  6   Fri Jun 26 14:09:00 2020    73.114.185.19:63915   75.75.75.75:53 
SYN Flood  9   Fri Jun 26 14:13:39 2020    17.248.138.17:443   192.168.0.21:52763 
TCP- or UDP-based Port Scan  1   Fri Jun 26 14:30:30 2020    73.114.185.19:64643   75.75.75.75:53 
SYN Flood  9   Fri Jun 26 14:46:50 2020    96.117.3.144:993   192.168.0.21:53672 
IP Fragmented Packet  3   Fri Jun 26 15:18:46 2020    239.255.255.250:3702   192.168.0.10:3702 
TCP- or UDP-based Port Scan  1   Fri Jun 26 15:19:04 2020    73.114.185.19:54225   75.75.75.75:53 
SYN Flood  1   Fri Jun 26 15:19:06 2020    192.168.0.25:65104   52.2.5.48:443 
LAN-side UDP Flood  1   Fri Jun 26 15:19:06 2020    224.0.0.251:5353   192.168.0.11:5353 
SYN Flood  1   Fri Jun 26 15:19:09 2020    17.57.144.165:5223   192.168.0.11:55447 
LAN-side UDP Flood  1   Fri Jun 26 15:19:23 2020    75.75.75.75:53   192.168.0.11:51637 
SYN Flood  1   Fri Jun 26 15:19:25 2020    31.13.71.7:443   192.168.0.11:55457 
LAN-side UDP Flood  4   Fri Jun 26 15:19:34 2020    75.75.75.75:53   192.168.0.11:54044 
TCP- or UDP-based Port Scan  1   Fri Jun 26 15:19:40 2020    73.114.185.19:64911   75.75.76.76:53 
LAN-side UDP Flood  56   Fri Jun 26 15:29:37 2020    75.75.76.76:53   192.168.0.11:52292 
TCP- or UDP-based Port Scan  1   Fri Jun 26 15:30:03 2020    73.114.185.19:50693   75.75.76.76:53 
LAN-side UDP Flood  15   Fri Jun 26 15:32:38 2020    75.75.75.75:53   192.168.0.11:54066 
SYN Flood  19   Fri Jun 26 19:11:49 2020    96.118.48.187:585   192.168.0.11:57051 
TCP- or UDP-based Port Scan  1   Fri Jun 26 22:47:21 2020    73.114.185.19:53323   75.75.75.75:53 
SYN Flood  11   Sat Jun 27 05:01:50 2020    192.168.0.19:53699   172.217.10.98:443 

 

Highlighted
Frequent Visitor

Re: Losing connectivity, router log shows problems

I'm seeing entries in the router firewall event log.  I'm not sure if these are actual attacks, or simply errors caused by poor upstream signal connection?  (Note, the downstream levels, posted above, are in the normal range.)

LAN-side UDP Flood  1   Sun Jun 28 21:48:12 2020    1.1.1.1:53   192.168.0.19:53158 
SYN Flood  1   Sun Jun 28 21:48:12 2020    192.168.0.19:61536   68.67.179.123:443 
LAN-side UDP Flood  1   Sun Jun 28 21:48:15 2020    1.1.1.1:53   192.168.0.19:60629 
SYN Flood  1   Sun Jun 28 21:48:16 2020    34.225.35.205:443   192.168.0.19:61570 
TCP- or UDP-based Port Scan  3   Sun Jun 28 21:56:21 2020    73.114.185.19:58292   1.1.1.1:53 
LAN-side UDP Flood  1   Sun Jun 28 21:57:06 2020    1.1.1.1:53   192.168.0.19:54234 
SYN Flood  2   Sun Jun 28 21:57:07 2020    104.22.3.144:443   192.168.0.19:61696 
LAN-side UDP Flood  2   Sun Jun 28 21:57:13 2020    1.1.1.1:53   192.168.0.19:59832 
SYN Flood  1   Sun Jun 28 21:57:20 2020    104.36.115.101:443   192.168.0.19:61748 
LAN-side UDP Flood  2   Sun Jun 28 21:57:34 2020    1.1.1.1:53   192.168.0.19:61649 
SYN Flood  1   Sun Jun 28 21:57:34 2020    23.92.190.74:443   192.168.0.19:61762 
LAN-side UDP Flood  3   Sun Jun 28 21:57:50 2020    1.1.1.1:53   192.168.0.19:61048 
SYN Flood  1   Sun Jun 28 21:57:57 2020    18.205.198.202:443   192.168.0.19:61793 
TCP- or UDP-based Port Scan  2   Mon Jun 29 06:02:54 2020    73.114.185.19:52171   1.1.1.1:53 
SYN Flood  4   Mon Jun 29 06:16:15 2020    23.33.189.138:443   192.168.0.19:62182 
TCP- or UDP-based Port Scan  1   Mon Jun 29 06:16:17 2020    73.114.185.19:14433   220.191.220.65:6000 
SYN Flood  179   Mon Jun 29 08:15:25 2020    204.154.111.145:443   192.168.0.11:59150 
TCP- or UDP-based Port Scan  1   Mon Jun 29 08:21:45 2020    73.114.185.19:65056   75.75.75.75:53 
SYN Flood  32   Mon Jun 29 09:57:00 2020    35.211.114.141:443   192.168.0.11:49542 
TCP- or UDP-based Port Scan  2   Mon Jun 29 10:15:11 2020    73.114.185.19:51251   75.75.75.75:53 
SYN Flood  5   Mon Jun 29 11:58:43 2020    192.168.0.11:53304   3.133.176.229:443 
TCP- or UDP-based Port Scan  3   Mon Jun 29 13:41:32 2020    73.114.185.19:61465   75.75.75.75:53 
SYN Flood  1   Mon Jun 29 13:41:35 2020    192.168.0.11:54058   54.201.45.127:443 
LAN-side UDP Flood  1   Mon Jun 29 13:41:37 2020    75.75.76.76:53   192.168.0.11:49273 
SYN Flood  4   Mon Jun 29 13:41:49 2020    17.248.138.105:443   192.168.0.11:54098 
LAN-side UDP Flood  1   Mon Jun 29 13:41:50 2020    75.75.76.76:53   192.168.0.11:61690 
SYN Flood  13   Mon Jun 29 13:56:02 2020    52.46.142.198:443   192.168.0.13:52384 
TCP- or UDP-based Port Scan  1   Mon Jun 29 14:23:15 2020    73.114.185.19:58469   75.75.75.75:53 
SYN Flood  3   Mon Jun 29 14:24:24 2020    96.117.3.137:143   192.168.0.16:49829 
TCP- or UDP-based Port Scan  1   Mon Jun 29 14:35:25 2020    73.114.185.19:52919   75.75.75.75:53 

 

 

Highlighted
Frequent Visitor

Re: Losing connectivity, router log shows problems

and here's the router event log again:

Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... 
 Sun Jun 28 18:08:44 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Sun Jun 28 18:41:50 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Sun Jun 28 18:44:00 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Sun Jun 28 18:44:48 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... 
 Sun Jun 28 18:57:23 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jun 29 12:16:35 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jun 29 12:18:45 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Mon Jun 29 12:19:00 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jun 29 12:43:40 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jun 29 12:45:50 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Mon Jun 29 12:46:44 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... 
 Mon Jun 29 13:10:10 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jun 29 13:12:20 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Mon Jun 29 13:12:47 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... 
 Mon Jun 29 13:14:30 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jun 29 13:16:40 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Mon Jun 29 13:17:10 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... 
 Mon Jun 29 13:20:35 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jun 29 13:22:45 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Mon Jun 29 13:24:59 2020    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... 
 Mon Jun 29 13:54:01 2020    Critical (3)   Started Unicast Maintenance Ranging - No Response received -... 
 Mon Jun 29 13:56:11 2020    Critical (3)   Received Response to Broadcast Maintenance Request, But no U... 
 Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=00:40:36:5... 
 Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6 
 Mon Jun 29 14:35:05 2020    Warning (5)   Unicast DSID PSN startup error
Highlighted
Frequent Visitor

Re: Losing connectivity, router log shows problems

and the signal levels:

eRouter Provisioning Mode        
 

 







  



   Startup Sequence
 

 

   
   Startup Step Status Comment
 

 



  
   Acquire Downstream Channel 453000000 Hz Locked
 

 


  
   Upstream Connection OK Operational
 

 


  
   Boot State OK Operational
 

 



  
   Configuration File OK d11_m_mg7315_performancepro_c01.cm
 

 


  
   Security Enabled BPI+
 

 


  



   Connection Status
 

 

   
   System Up Time 0 days 00h:22m:39s  
 

 


  
   Network Access Allowed  
 

 


  



   Downstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
1 Locked QAM256 1 453.0 -0.6 41.8 438 532
2 Locked QAM256 2 459.0 -0.7 41.4 252 184
3 Locked QAM256 3 465.0 -0.7 41.9 276 178
4 Locked QAM256 4 471.0 -1.0 41.4 406 165
5 Locked QAM256 5 477.0 -0.9 41.4 172 167
6 Locked QAM256 6 483.0 -1.2 41.4 41 103
7 Locked QAM256 7 489.0 -1.2 41.3 203 205
8 Locked QAM256 8 495.0 -1.4 41.4 155 181
Total             1943 1715



   Upstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
1 Locked ATDMA 8 5120 17.3 43.3
2 Locked ATDMA 5 5120 36.5 43.8
3 Locked ATDMA 6 5120 30.1 43.3
4 Locked ATDMA 7 5120 23.7 44.3



   Downstream Frequency Setting
 

 

   
   Downstream Frequency Select   
 

 


  



   Network WAN Connection
 

 

   
   IPv4 Address 73.114.185.19  
 

 




  
   Time Since Lease 😧 03 H: 02 M: 33 S: 10  
 

 



  
   Lease Expiration Time Thu Jul 02 16:56:15 2020  
 

 



  
   IPv6 Address fe80::240:36ff:fe52:4b77/64  
 

 



  
  2001:558:6017:76:800b:6595:c4bc:f8a4/128    
   MAC Address 00:40:36:52:4b:77  
 

 


  
   IPv6 DNS Servers 2001:558:feed::1  
 

 


  
  2001:558:feed::2     
   WAN Connection Type DHCP  
 

 


  
       
    



   IPv4 DNS Servers
 

 

  
 

 


  
   Obtain Automatically from MSO  
 

 


  
   Primary DNS ...  
 

 


  
   Secondary DNS ...