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Service restarting at worst possible moment

dchessman
Regular Visitor

Service restarting at worst possible moment

I have a Xfinity 300mbps Internet service and a Arris SB8200 Modem.

 

The service has restatred a number of times and when I pull the wrroro log on the Arris I see these errors:

 

"DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=a8:97:cd:ee:52:b9;CMTS-MAC=18:8b:9d:4a:55:5a;CM-QOS=1.1;CM-VER=3.1;"

 

"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=a8:97:cd:ee:52:b9;CMTS-MAC=18:8b:9d:4a:55:5a;CM-QOS=1.1;CM-VER=3.1;"

 

"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=a8:97:cd:ee:52:b9;CMTS-MAC=18:8b:9d:4a:55:5a;CM-QOS=1.1;CM-VER=3.1;"

 

"Config File Rejected due to Invalid or Unexpected TLV 11 encoding;CM-MAC=a8:97:cd:ee:52:b9;CMTS-MAC=18:8b:9d:4a:55:5a;CM-QOS=1.1;CM-VER=3.1;"

 

"TLV-11 - Illegal Set operation failed;CM-MAC=a8:97:cd:ee:52:b9;CMTS-MAC=18:8b:9d:4a:55:5a;CM-QOS=1.1;CM-VER=3.1;"

 

Any advice on how to stabalise the connection: 

EG
Expert

Re: Service restarting at worst possible moment

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.





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dchessman
Regular Visitor

Re: Service restarting at worst possible moment

Thank you for the reply, any help is appreciated.

 

 

Here is the Downstream:

Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
25LockedQAM256579000000 Hz-5.5 dBmV40.3 dB00
1LockedQAM256429000000 Hz-2.5 dBmV42.6 dB00
2LockedQAM256435000000 Hz-2.7 dBmV42.4 dB00
3LockedQAM256441000000 Hz-3.2 dBmV42.3 dB00
4LockedQAM256447000000 Hz-2.7 dBmV42.2 dB00
5LockedQAM256453000000 Hz-3.2 dBmV42.1 dB00
6LockedQAM256459000000 Hz-3.1 dBmV42.1 dB00
7LockedQAM256465000000 Hz-3.1 dBmV41.9 dB00
8LockedQAM256471000000 Hz-3.3 dBmV41.8 dB00
9LockedQAM256477000000 Hz-3.5 dBmV41.7 dB00
10LockedQAM256483000000 Hz-3.7 dBmV41.5 dB00
11LockedQAM256489000000 Hz-3.5 dBmV41.5 dB00
12LockedQAM256495000000 Hz-3.9 dBmV41.3 dB00
13LockedQAM256507000000 Hz-4.0 dBmV41.1 dB00
14LockedQAM256513000000 Hz-4.3 dBmV41.0 dB00
15LockedQAM256519000000 Hz-4.7 dBmV40.7 dB00
16LockedQAM256525000000 Hz-4.5 dBmV40.7 dB00
17LockedQAM256531000000 Hz-4.5 dBmV40.9 dB00
18LockedQAM256537000000 Hz-5.3 dBmV40.4 dB00
19LockedQAM256543000000 Hz-5.0 dBmV40.6 dB00
20LockedQAM256549000000 Hz-4.7 dBmV40.6 dB00
21LockedQAM256555000000 Hz-5.3 dBmV40.5 dB00
22LockedQAM256561000000 Hz-5.1 dBmV40.5 dB00
23LockedQAM256567000000 Hz-5.1 dBmV40.3 dB00
24LockedQAM256573000000 Hz-5.0 dBmV40.5 dB00
26LockedQAM256585000000 Hz-4.9 dBmV40.5 dB00
27LockedQAM256591000000 Hz-5.0 dBmV40.4 dB00
28LockedQAM256597000000 Hz-5.5 dBmV40.2 dB00
29LockedQAM256603000000 Hz-5.3 dBmV40.3 dB00
30LockedQAM256609000000 Hz-5.2 dBmV40.3 dB00
31LockedQAM256615000000 Hz-5.6 dBmV40.0 dB00
32LockedQAM256621000000 Hz-5.7 dBmV39.9 dB00
159LockedOther702000000 Hz-4.7 dBmV39.0 dB9594207480

And the Upstream:

ChannelChannel IDLock StatusUS Channel TypeFrequencyWidthPower
11LockedSC-QAM Upstream36500000 Hz6400000 Hz41.0 dBmV
22LockedSC-QAM Upstream30100000 Hz6400000 Hz41.0 dBmV
33LockedSC-QAM Upstream23700000 Hz6400000 Hz41.0 dBmV


EG
Expert

Re: Service restarting at worst possible moment

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm 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 can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

 



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dchessman
Regular Visitor

Re: Service restarting at worst possible moment

Thank you very much

EG
Expert

Re: Service restarting at worst possible moment

Quite welcome !



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ComcastMorgan
Official Employee

Re: Service restarting at worst possible moment

Good evening, dchessman. We appreciate you posting here in the forums for support. Welcome to the community. 🙂

 

We want to help you get this connection issue ironed out. I would like to take a look at some additional diagnostics on this end. To begin that process, please send me a PM with your first and last name. We will help from there. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  


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