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Random TLV-11 drops causing a modem reboot.

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New Poster

Random TLV-11 drops causing a modem reboot.

Okay, details first.

Arris SB6190 modem

Netgear 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.

 

 

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Expert

Re: Random TLV-11 drops causing a modem reboot.

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%20T....

 

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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Re: Random TLV-11 drops causing a modem reboot.

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
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM16501.00 MHz-2.60 dBmV33.83 dB00
2Locked256QAM8453.00 MHz-1.30 dBmV38.61 dB48160
3Locked256QAM9459.00 MHz-1.60 dBmV37.64 dB40
4Locked256QAM10465.00 MHz-1.90 dBmV37.36 dB190
5Locked256QAM11471.00 MHz-2.00 dBmV37.64 dB100
6Locked256QAM12477.00 MHz-2.20 dBmV36.39 dB100
7Locked256QAM13483.00 MHz-2.20 dBmV34.93 dB110
8Locked256QAM14489.00 MHz-2.20 dBmV34.48 dB110
9Locked256QAM15495.00 MHz-2.40 dBmV34.35 dB80
10Locked256QAM17507.00 MHz-2.70 dBmV34.48 dB00
11Locked256QAM18513.00 MHz-2.80 dBmV35.08 dB00
12Locked256QAM19519.00 MHz-2.80 dBmV35.60 dB00
13Locked256QAM20525.00 MHz-3.00 dBmV36.39 dB00
14Locked256QAM21531.00 MHz-3.10 dBmV36.61 dB00
15Locked256QAM22537.00 MHz-3.30 dBmV36.61 dB00
16Locked256QAM23543.00 MHz-3.30 dBmV37.36 dB00
17Locked256QAM24549.00 MHz-3.50 dBmV37.36 dB00
18Locked256QAM25555.00 MHz-3.40 dBmV37.64 dB00
19Locked256QAM26561.00 MHz-3.70 dBmV37.64 dB160
20Locked256QAM27567.00 MHz-3.70 dBmV37.64 dB80
21Locked256QAM28573.00 MHz-3.80 dBmV38.61 dB110
22Locked256QAM29579.00 MHz-3.90 dBmV38.61 dB190
23Locked256QAM30585.00 MHz-4.00 dBmV38.61 dB00
24Locked256QAM31591.00 MHz-4.20 dBmV38.61 dB00
25Locked256QAM32597.00 MHz-4.30 dBmV38.60 dB00
26Locked256QAM33603.00 MHz-4.40 dBmV38.60 dB00
27Locked256QAM34609.00 MHz-4.50 dBmV38.60 dB00
28Locked256QAM35615.00 MHz-4.50 dBmV38.60 dB00
29Locked256QAM36621.00 MHz-4.90 dBmV38.60 dB00
30Locked256QAM37627.00 MHz-4.80 dBmV38.60 dB00
31Locked256QAM38633.00 MHz-5.00 dBmV38.60 dB00
32Locked256QAM39639.00 MHz-4.90 dBmV37.60 dB00

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA35120 kSym/s23.00 MHz47.75 dBmV
2LockedATDMA45120 kSym/s16.50 MHz47.50 dBmV
3LockedATDMA25120 kSym/s29.60 MHz47.75 dBmV
4LockedATDMA15120 kSym/s36.10 MHz47.50 dBmV

 

 

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Expert

Re: Random TLV-11 drops causing a modem reboot.

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.



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Re: Random TLV-11 drops causing a modem reboot.

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?

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Expert

Re: Random TLV-11 drops causing a modem reboot.


@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.


 



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