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No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

Contributor

No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

I have had a SURFboard 6141 modem for a while, upgraded from an older modem several years ago. 

Initially, right after the upgrade the modem was rebooting multiple times a day as the signal quaily was not up to the spec for DOCSIS 3.0, but I guess I was good enougth for DOCSIS 2. After multiple phone calls to Comcast, they finaly sent a guy to check my signal level outside and determined that adjustments need to be made. Several hours later another comcast tech showed up in a bucket truck, got up on the poll and my internet connection was super stable ever sinse. 

 

Recently, my 6141 started rebooting again, multiple times a day. 

 

Looking at the signal levels I am getting the following :

 

Upstream 

Signal to Noise Ratio 36 dB 36 dB 35 dB 35 dB 35 dB 35 dB 35 dB 35 dB

Power Level 7 dBmV 7 dBmV 6 dBmV 6 dBmV 6 dBmV 7 dBmV 7 dBmV 6 dBmV

 

Downstream.  

Power Level 39 dBmV 45 dBmV 41 dBmV

 

Firmware Build Time: Apr 22 2019 15:16:24

 

Here is the log from the modem


Jun 25 2019 17:29:09 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=04:4e:5a:fe:**:**;CMTS-MAC=00:01:5c:73:**:**;CM-QOS=1.1;CM-VER=3.0;
Jun 25 2019 17:29:09 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=04:4e:5a:fe:**:**;CMTS-MAC=00:01:5c:73:**:**;CM-QOS=1.1;CM-VER=3.0;
Jun 25 2019 17:28:44 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:fe:**:**;CMTS-MAC=00:01:5c:73:**:**;CM-QOS=1.1;CM-VER=3.0;
Jun 25 2019 14:59:44 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=04:4e:5a:fe:**:**;CMTS-MAC=00:01:5c:73:**:**;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:18 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=04:4e:5a:fe:**:**;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jun 25 2019 14:58:49 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=04:4e:5a:fe:**:**;CMTS-MAC=00:01:5c:73:**:**;CM-QOS=1.1;CM-VER=3.0;
Jun 25 2019 14:54:45 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=04:4e:5a:fe:**:**;CMTS-MAC=00:01:5c:73:**:**;CM-QOS=1.1;CM-VER=3.0;

 

Is anyone from Comcast reading this forum who can assist? 

Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

@ComcastMichael  are you able to assist ?

 

my connectivity issue looks very simular to this post 

 

https://forums.xfinity.com/t5/Your-Home-Network/Intermittent-T3-Timeouts-and-Drops/m-p/3217930

Official Employee

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

Hello @net_tech, thanks for reaching out to our Forums! I'm sorry to hear that you're experiencing these modem reboots again. I would be more than happy to further look into and troubleshoot this on my end. Can you please send me a private message including the full name as it appears on the account and your full name if different? 

 

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


I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!
Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

@ComcastAmira 

 

I don't see a way to send a private message when I click on your name

Official Employee

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

Can you please make sure you have the most recent flash update on your device and try again? If you continue to have issues, please let me know. Thanks! 


I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!
Silver Problem Solver

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day


@net_tech wrote:

@ComcastAmira 

 

I don't see a way to send a private message when I click on your name


It is sometimes difficult to see; here is an example:Send a message-3.jpb.jpg

 


I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
Was your question answered? Mark the post as best answer!
Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

I can't post pictures "Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied." Nor do i have an option to send a private message
Official Employee

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

Hi there, net_tech.

 

When you click on my name and go to the right what do you see, is it blank? 


I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!
Contributor

No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

@ComcastMartin 

 

 

Martin,

 

Any ideas why my old thread got LOCKED ? I am still having T3 time outs 

 

Can't you pull my info using the MAC address provided below? 

 

No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;

 

I am unable to message you directly as when I click on your name the message button isn't available 

Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

when i try to post a picture i get "Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied." any ideas why?

Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

I guess I am limited to posting the links only

 

Signal Drop

 

Modem unreachable

Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

@ComcastAmira @ComcastMartin  is anyone gonna follow up ?

 

Sep 22 2019 12:00:26 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:28 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Sep 22 2019 11:59:12 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Sep 22 2019 11:55:12 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Official Employee

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

Hello @net_tech, we truly apologize about the delay and connection issues you have been experiencing. We would be more than happy to further look into and troubleshoot this on our end. Can you please send a private message including the full name as it appears on the account and your full name if different?

 

To send a Private Message, please click “Comcast_Support” and click “send a message". 


I am an Official Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!
Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

@Comcast_Support 

 

when I click on the Comcast_Support name I don't have an option to private message you

Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

Downstream Bonding Channel Value
Channel ID
Frequency 489000000 Hz  495000000 Hz  507000000 Hz  513000000 Hz  519000000 Hz  525000000 Hz  531000000 Hz  537000000 Hz 
Signal to Noise Ratio 37 dB  38 dB  38 dB  38 dB  39 dB  39 dB  39 dB  38 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
6 dBmV   6 dBmV   6 dBmV   6 dBmV   7 dBmV   7 dBmV   6 dBmV   7 dBmV  

 

Upstream Bonding Channel Value
Channel ID 57  59  58 
Frequency 36500000 Hz  23700000 Hz  30100000 Hz 
Ranging Service ID 9363  9363  9363 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 39 dBmV  38 dBmV  39 dBmV 
Upstream Modulation [2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
Ranging Status Success  Success  Success 

 

Signal Status (Codewords) Bonding Channel Value
Channel ID
Total Unerrored Codewords 3726443707  3726461007  3726452529  3726435025  3726428516  3726430004  3726431468  3726429984 
Total Correctable Codewords 5230  4799  3717  3651  3601  3191  3093  2799 
Total Uncorrectable Codewords 1971  1924  2830  1767  908  1608  1737  1867 

 

 

Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

A comcast (subcontractor) tech was out yesterday to look at the problem. He said I am having issues because I was missing a MOCA adapter, which I was skeptical to believe in, but let him do his work. I guess he had no clue what he was doing as the modem rebooted again less than 24 hours after he left. Don't you guys have someone knowledgeable who can come out and troubleshoot the problem properly and resolve it?

 

Sep 25 2019 16:06:26 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:24 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:18 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Contributor

Re: No Ranging Response received - T3 time-out; SURFboard SB6141 rebooting multiple times a day

@Comcast_Support 

 

another reboot

 

Jan 01 1970 00:00:23 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:18 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Sep 26 2019 21:26:49 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Sep 26 2019 21:22:49 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Sep 26 2019 21:22:03 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Sep 26 2019 21:22:03 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Sep 26 2019 21:21:58 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Sep 26 2019 21:21:58 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;
Sep 26 2019 21:21:38 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=04:4e:5a:fe:1b:52;CMTS-MAC=00:01:5c:73:a4:59;CM-QOS=1.1;CM-VER=3.0;