Participant

Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

Summerville, SC. Internet only at 60/5. Personally owned modem, approx. 3+yrs old.

Model Name: SB6141        
Vendor Name: ARRIS Group, Inc.        
Firmware Name: SB_KOMODO-1.0.7.0-SCM00-NOSH        
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3        
Hardware Version: 7.0        
Serial Number: 397179514370943801012022        
Firmware Build Time: Jul 22 2016 08:13:57   

Modem is connected via CAT6 to a personal router (ASUS AC1900 RT-AC68U (few months old)).

 

For the last several weeks we're experiencing internet slowdowns that require a modem reboot to resolve. Wife works remotely via corporate VPN so when it drags and hangs it's more than just a nuisance.  We'll also notice it when streaming TV (Roku) starts buffering.

 

In the last 2 weeks or so the modem also started automatically rebooting. 

 

I captured some modem log pages and signal stat pages. It seems obvious that T4 timeouts, as well as occasional T3s, are the cultprit. Is this a modem problem or Spectrum? If it's Spectrum what do I tell them when I call? 

 

I have 10+ days of logs but only pasting a few days, if more needed please advise.

If more info is needed fire away.

 

Logs

Jul 28 2017 09:49:17 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:49:17 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;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=84:61:a0:7e:ab:3a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:48:24 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:48:24 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:48:20 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:48:20 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:48:18 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:48:18 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:48:17 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:48:17 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:48:14 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:38:07 5-Warning T202.0 Lost MDD Timeout;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 28 2017 09:38:07 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;

 

Jul 27 2017 16:37:28 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:37:28 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;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=84:61:a0:7e:ab:3a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:36:35 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:36:33 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:36:33 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:36:32 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:36:28 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:36:28 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:36:25 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:34:35 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:34:35 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:34:33 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:34:32 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:34:32 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 16:34:28 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 15:59:24 5-Warning T202.0 Lost MDD Timeout;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 15:59:24 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 13:24:15 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 27 2017 12:09:25 5-Warning T202.0 Lost MDD Timeout;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;

 

Jul 26 2017 11:38:12 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:38:12 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;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=84:61:a0:7e:ab:3a;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:37:17 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:37:17 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:37:15 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:37:15 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:37:11 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:37:11 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:37:11 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:37:11 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 11:37:07 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 10:10:10 5-Warning T202.0 Lost MDD Timeout;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 26 2017 10:10:10 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 25 2017 12:40:04 6-Notice I401.0 TLV-11 - unrecognized OID;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 25 2017 12:40:04 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:17 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 25 2017 12:35:54 5-Warning T202.0 Lost MDD Timeout;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 25 2017 12:35:54 5-Warning N/A DS Partial Service Fallback: MDD Lost-> CM in DOCSIS 3.0 Recovery Mode ;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;
Jul 25 2017 12:35:31 6-Notice N/A MDD Recovery following MDD Loss;CM-MAC=84:61:a0:7e:ab:3a;CMTS-MAC=00:17:10:88:30:8e;CM-QOS=1.1;CM-VER=3.0;

 

Signal Pages

signal page 1

TjXa8e1

Es0vyEN

yfm2o2F

 

38 REPLIES
Expert

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

You have severe upstream interference, good luck getting TWC/ Spectrum to troubleshoot it as it's somewhere on the node.

Make sure all your connections are shiny and tight and that there's no extra or open splitter ports.

Next time, Please copy and paste signal level pages so I can grab the obvious issues , you were lucky to see the US out of range ones.

 Also are there 2 DS channels with the same ch #?

 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?


MsRaye wrote:

You have severe upstream interference, good luck getting TWC/ Spectrum to troubleshoot it as it's somewhere on the node.

Is it the T3 & T4 Timeouts that indicate those US problems? 

 

Make sure all your connections are shiny and tight and that there's no extra or open splitter ports.

 

I know they're tight, will check for corrosion after she's off work but expect they're good. I put terminators on  all open ports  several months back when I installed TV antenna and assoc. stuff (dropped CATV). 

 

Next time, Please copy and paste signal level pages so I can grab the obvious issues , you were lucky to see the US out of range ones.

I tried to paste PNG screenshots but didn't seem to work, that's why I used Imgur.

 

 Also are there 2 DS channels with the same ch #?

In that one instance, yes. I got lucky when I grabbed that screen before I reset modem. The  Jul 27 2017 16:34:28 log series is assoc with that Signal Status page.  I haven't noticed the duplicate channels like that before but will keep an eye out for more. Also,

 

Can you advise of any other monitoring methods I can do to capture more/better data to use w/talking to Spectrum?

 

Thanks!

Ken


 

Expert

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

remove the splitters. Modem should be directly connected to the outside line.. I suspect there's an issue out there as well, there's a little ingress from local ch 32, maybe what caused the DS partial service error

 

repost levels...

 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

While waiting for wife to get offline so I can move coax connections.

Re: local TV channel 32 ingress. , how/where did you determine that? What reading on the modem signal page tells you that?

 

Attached is a pic of the cable entry box. You'll see that the TV lines are near the cable signal lines. That TV line is coming from a signal amp so it's likely a strong signal. I suppose I could try to re-route that line a little farther from the modem lines.

 

Will connect modem line to the ground block and post new signal page around 4.

SenmmU0

Expert

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

get rid of the 3 way splitter, connect the modem line directly to the grounding block.... make sure both connectors on the grounding block are a tad more than finger tight. Also, use the other grounding block on the TV antenna line to help divert lightning hits.

 

Bypassing the splitter is going to push the DS up to +9 and the US to +32 dBmv , let's see if that reduces the errors.  If you need 3 or 7dB of attenuation, i'd rather see the splitter right at the modem, I'd also check the backside of the wallplate to make sure it's connector is tight.

 

 

The input connector on the 3 way almost looks like it's crossthreaded... all connectors appear to be 5+ years old

What's your zipcode?

 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?


MsRaye wrote:

get rid of the 3 way splitter, connect the modem line directly to the grounding block.... make sure both connectors on the grounding block are a tad more than finger tight. Also, use the other grounding block on the TV antenna line to help divert lightning hits.

 

Done. See attached pic of box. I always use a wrench for tightening anyways, old fingers.  All copper is clean and shiny too.

 

Box

B57Udj3

 

Signal Page  after changing coax and modem reboot

TjXa8e1

 

Bypassing the splitter is going to push the DS up to +9 and the US to +32 dBmv , let's see if that reduces the errors.  If you need 3 or 7dB of attenuation, i'd rather see the splitter right at the modem, I'd also check the backside of the wallplate to make sure it's connector is tight.

 

 The input connector on the 3 way almost looks like it's crossthreaded... all connectors appear to be 5+ years old

Yes, all TWC stuff is 5+years. 

 

What's your zipcode?   29483

 


 

Expert

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

That signal page is the one before you removed the splitter....

 need the current levels to seee if levels changed around 7 dB

 

Participant

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

A few mins after I made the changes

oy8A4Ay

 

Just now

iLc6C9t

Expert

Re: Frequent Modem Reboots - T4 Timeouts; Modem Bad or Spectrum Problem?

That now shows a 7 dB change indicating that the splitter was good. See if the T3/4's decrease. Let it run this way for a day.

I don't like the levels out on the street, There's too much gain which increases susceptability to US noise ingress. The DS being high will help mask DS ingress.

TWC's "fix" will probably be to put a 6 or 10  dB attenuator on the line (or you can use either the -7 or -3.5 ports on the splitter as an attenuator. I'd put it right at the modem so that all the coax has a high level on it and less susceptable to ingress.

 You also now have a ch 17, that may make a difference as well.

 

 Check back in a day

The correctables/ uncorrectables are pretty much normal on 6141's, most are on startup while it's trying to autolevel, here's what I get on mine:

Signal Stats (Codewords)Bonding Channel Value

Channel ID10 11 12 13 14 15 
Total Unerrored Codewords42260342555 42260358870 42260332558 42260350780 42260325451 42260327188 42260326685 42260330407 
Total Correctable Codewords36 196 108 103 22 58 73 33 
Total Uncorrectable Codewords622 493 529 491 618 619 642 663