Highlighted
Rob
Contributor

Multiple reboots done multiple times TV still pixulates

TWC (Spectrum) has rebooted my modem 3 times in the past 30 days and i have completely power cycled all of my equipment  more than once but the "fix" is short lived ( usually no more than a couple of days before another reboot is "suggested" when I call in to complain. 

Modem is Netgear CM600 .

Event Log:

Time

Priority

Description

2017-09-24, 23:36:58

Error (4)

Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-09-24, 23:36:58

Error (4)

Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-09-23, 15:31:30

Critical (3)

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-08-07, 23:15:38

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:15:35

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:14:10

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:59

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:59

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:52

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:50

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:41

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:41

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:31

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:31

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:29

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:29

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:26

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:26

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:14

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:14

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:08

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:13:08

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:12:52

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:12:52

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:12:45

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:12:45

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:12:44

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:12:43

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:12:28

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2017-08-07, 23:12:25

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-08-07, 23:12:25

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-08-07, 23:12:23

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-08-07, 23:12:23

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-08-07, 23:12:17

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-08-07, 23:12:17

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-08-07, 23:12:16

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-08-07, 23:12:16

Critical (3)

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

2017-08-07, 23:12:05

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.1;CM-VER=3.0;

Time Not Established

Notice (6)

Overriding MDD IP initialization parameters; IP provisioning mode = IPv6

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=dc:ef:09:8c:75:70;CMTS-MAC=00:01:5c:89:86:4a;CM-QOS=1.0;CM-VER=3.0;

 

6 REPLIES
Rob
Contributor

Re: Multiple reboots done multiple times TV still pixulates

Signal Levels:

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

 

 

Startup Procedure

Procedure

Status

Comment

Acquire Downstream Channel

621000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enable

BPI+

IP Provisioning Mode

Override MDD

IPv6 only

 

Downstream Bonded Channels

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Correctables

Uncorrectables

1

Locked

QAM256

16

621000000 Hz

-2.3 dBmV

39.3 dB

0

0

2

Locked

QAM256

1

531000000 Hz

-1.5 dBmV

40.2 dB

0

0

3

Locked

QAM256

2

537000000 Hz

-1.6 dBmV

40.0 dB

0

0

4

Locked

QAM256

3

543000000 Hz

-1.9 dBmV

39.9 dB

0

0

5

Locked

QAM256

4

549000000 Hz

-2.1 dBmV

39.9 dB

0

0

6

Locked

QAM256

5

555000000 Hz

-2.1 dBmV

39.7 dB

1

0

7

Locked

QAM256

6

561000000 Hz

-2.1 dBmV

39.8 dB

1

0

8

Locked

QAM256

7

567000000 Hz

-2.2 dBmV

39.7 dB

0

0

9

Locked

QAM256

8

573000000 Hz

-2.1 dBmV

39.7 dB

0

0

10

Locked

QAM256

9

579000000 Hz

-2.3 dBmV

39.8 dB

0

0

11

Locked

QAM256

10

585000000 Hz

-2.3 dBmV

39.5 dB

0

0

12

Locked

QAM256

11

591000000 Hz

-2.3 dBmV

39.7 dB

0

0

13

Locked

QAM256

12

597000000 Hz

-2.3 dBmV

39.6 dB

0

0

14

Locked

QAM256

13

603000000 Hz

-2.4 dBmV

39.3 dB

0

0

15

Locked

QAM256

14

609000000 Hz

-2.4 dBmV

39.6 dB

0

0

16

Locked

QAM256

15

615000000 Hz

-2.5 dBmV

39.3 dB

0

0

17

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

18

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

19

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

20

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

21

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

22

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

23

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

24

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

34

5120 Ksym/sec

24200000 Hz

36.3 dBmV

2

Locked

TDMA

33

2560 Ksym/sec

19400000 Hz

35.5 dBmV

3

Locked

ATDMA

35

5120 Ksym/sec

30600000 Hz

37.5 dBmV

4

Locked

ATDMA

36

5120 Ksym/sec

37000000 Hz

38.0 dBmV

5

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

6

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Ksym/sec

0 Hz

0.0 dBmV

 

Current System Time: Wed Sep 27 10:38:25 2017 

Rob
Contributor

Re: Multiple reboots done multiple times TV still pixulates

Tracert to google.com :

Tracing route to google.com [2607:f8b0:4009:803::200e]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  2604:6000:1014:804e:c256:27ff:fece:d5d6

  2     9 ms     8 ms     8 ms  2604:6000:404:5b::1

  3     *        *        *     Request timed out.

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  6     *        *        *     Request timed out.

  7     *        *        *     Request timed out.

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

 17     *        *        *     Request timed out.

 18     *        *        *     Request timed out.

 19     *        *        *     Request timed out.

 20     *        *        *     Request timed out.

 21     *        *        *     Request timed out.

 22     *        *        *     Request timed out.

 23     *        *        *     Request timed out.

 24     *        *        *     Request timed out.

 25     *        *        *     Request timed out.

 26     *        *        *     Request timed out.

 27     *        *        *     Request timed out.

 28     *        *        *     Request timed out.

 29     *        *        *     Request timed out.

 30     *        *        *     Request timed out.

 

Trace complete.

Do I have to accept frequently needing to reboot or is there a fix?

Trusted Helper

Re: Multiple reboots done multiple times TV still pixulates


Rob wrote:

Tracert to google.com :

Tracing route to google.com [2607:f8b0:4009:803::200e]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  2604:6000:1014:804e:c256:27ff:fece:d5d6

  2     9 ms     8 ms     8 ms  2604:6000:404:5b::1

  3     *        *        *     Request timed out.

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  6     *        *        *     Request timed out.

  7     *        *        *     Request timed out.

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 10     *        *        *     Request timed out.

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *        *        *     Request timed out.

 15     *        *        *     Request timed out.

 16     *        *        *     Request timed out.

 17     *        *        *     Request timed out.

 18     *        *        *     Request timed out.

 19     *        *        *     Request timed out.

 20     *        *        *     Request timed out.

 21     *        *        *     Request timed out.

 22     *        *        *     Request timed out.

 23     *        *        *     Request timed out.

 24     *        *        *     Request timed out.

 25     *        *        *     Request timed out.

 26     *        *        *     Request timed out.

 27     *        *        *     Request timed out.

 28     *        *        *     Request timed out.

 29     *        *        *     Request timed out.

 30     *        *        *     Request timed out.

 

Trace complete.

Do I have to accept frequently needing to reboot or is there a fix?


Hi Rick,

Pixilation is most often a signal or drop-line issue.  You will need a tech visit to get your drop line check and also have him check the junction box on your street.

 

Very Important: Avoid resetting any of your cable equipment for six hours prior to the tech appointment.  Resets of the equipment set error code signals back to zero and the tech needs to see those error codes.

 

For quickest help I would log into Twitter or get a Twitter account and log in.  Go to @Ask Spectrum.  Now follow that account.  (You must follow the account to get updates.)  Next, send a private message (Direct Message) requesting a tech visit for a signal test, drop-line check, and junction-box check. Provide your account information in the DM.  Feel free to post back and let us know what happens.

 

Satch

Rob
Contributor

Re: Multiple reboots done multiple times TV still pixulates

Not much happened the last time a line test & check was done. Tech confirmed line good , signal levels in spec. After confirmation he proceeded to do the obligatory cutting off and replacing cable ends at grounding block, splitter (1 & only), Cisco box, Netgear modem. Only accomplished making cabling a bit shorter. Pixilated TV was back in about a week.
Sharer

Re: Multiple reboots done multiple times TV still pixulates

If this is a wifi connection to your TV, is there interference in your house? Do you have a clear line of sight from your router to whatever you're streaming with on your TV?

 

Spectrum Employee

Re: Multiple reboots done multiple times TV still pixulates

[ Edited ]

 

 

 

 


Rob wrote:
Not much happened the last time a line test & check was done. Tech confirmed line good , signal levels in spec. After confirmation he proceeded to do the obligatory cutting off and replacing cable ends at grounding block, splitter (1 & only), Cisco box, Netgear modem. Only accomplished making cabling a bit shorter. Pixilated TV was back in about a week.

If it's not a house wiring issue then the pixilation would be a maintenace (outside plant, bucket truck) issue.  If it's an outside cable plant issue then you're neighbors would be having the same issue.  Had something like that for a sizable chuck of my neighborhood, pixelating on certain channels like ESPN more than others.

 

Rebooting will NEVER resolve a pixelation issue.  If that's the Video CARE Department's idea of troubleshooting these days, then that's entirely unacceptable.  I don't get it... keep seeing TC's sent for TV's on the wrong input, the box simply being turned off, power save mode being "on" (instead of "off"), or the customer simply not having batteries in the remote; but they won't send a TC for pixelation and make you reboot the box?  Talk about a waste of time.... Just need to check the coax and make sure nothing is loose, that everything is screwed down.  Have the customer check for damage to the coax.  Stuff like that.  Can't find it, send a tech to check it on-site.

 

Speaking technicially, pixilation is "errored seconds".  Digital TV (compared to analog) is actually a lot more tolerant of signal degradation, to a point; and when it reaches that point (known as the "cliff effect") the picture starts to pixilate or freeze (it falls off the cliff).  So yes, pixelation is a physical issue with the coax, either between the tap and the box (CPE) and/or between the tap and the node, the node and the hub, the hub and the headend or broadcaster.  Also, we have brief periods of pixelation around noon at the equinoxes each year for specific broadcasters due to the satellite the broadcaster (Viacom, Disney, TW, ESPN, etc.) when the geosyncrhonous satellite is perfect aligned between the sun and earth.   But 99% of it is is either between tap & the equipment inside the home or between the tap and node.  If it's the fiber line between the node and the hub (which happens rarely), you'll have everyone in the entire neighborhood being affecteted simultaneously.  If it's the hub and the headend everyone in the entire city or region would be affected. Etc. 

 

So in short, finding out if your neighbors are having the same thing can REALLY help determine if it's just your lines or if it's outside plant issue stuff.

 

Given that you JUST had a tech out there, I'm going to be leaning towards it being some sort of outside plant issue.

 

@Rob , please take notice of any pattern, any time of day it mostly happens or what channels it's worst on. That kind of information is SUPER valuable to the maintenance tech team, as they have to catch it while it's happening in order to isolate the cause!

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.