Observer

Intermittently losing internet connection Zoom 5370

We are intermittently losing our Internet connections at inconvenient times such as when my wife is trying to fill out a job application.  Perhaps if I post a couple of logs someone knowledge can suggest a possible solution.  The time is off by an hour if that makes a difference.

 

Status ConnectionThis page displays information about the connection to the cable network.
Startup ProcedureProcedureStatusComment
Acquire Downstream Channel729000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK?BiABGZgIgBAAAAAAAAAAACH8SukyTZYmBWAADAYAbhG64ytc+dYy@AAAAAETVQtYt4Zs86WOOBw1+Jg5pirNX
SecurityEnabledBPI+


Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM25610729000000 Hz1.9 dBmV39.4 dB528
2LockedQAM25611735000000 Hz2.0 dBmV39.5 dB844
3LockedQAM25612741000000 Hz2.0 dBmV39.5 dB728
4LockedQAM25613747000000 Hz2.1 dBmV39.2 dB628
5LockedQAM25614753000000 Hz1.6 dBmV38.6 dB826
6LockedQAM25615759000000 Hz1.3 dBmV39.0 dB285
7LockedQAM25618777000000 Hz1.0 dBmV38.8 dB1438
8LockedQAM25619783000000 Hz0.9 dBmV38.7 dB1243
9LockedQAM25621795000000 Hz0.7 dBmV38.6 dB1225
10LockedQAM25622801000000 Hz0.4 dBmV38.4 dB430
11LockedQAM25623807000000 Hz0.5 dBmV38.4 dB630
12LockedQAM25624813000000 Hz0.3 dBmV38.3 dB1024
13LockedQAM25625819000000 Hz0.4 dBmV38.3 dB2211
14LockedQAM25626825000000 Hz0.1 dBmV38.0 dB44205
15LockedQAM25627831000000 Hz0.0 dBmV37.9 dB2112
16LockedQAM25628837000000 Hz0.2 dBmV38.2 dB925

Total Correctables Total Uncorrectables
216602


Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA125120 Ksym/sec37000000 Hz57.0 dBmV
2Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
3Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
4Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV


CM IP AddressDurationExpires
2605:6000:c06:6e:11ba:e32b:5cf9:d632/128D: 30 H: 00 M: 00 S: 00Wed Oct 09 15:19:48 2019
Downstream Frequency Select (in KHz)
Current System Time: Mon Sep 09 15:19:48 2019

 

 

Status
SNMP Event Log
This page displays the contents of the SNMP event log.
Time Priority Description
Mon Sep 09 09:57:12 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=fc:4a:...
Mon Sep 09 09:57:12 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=fc:4a:...
Mon Sep 09 09:56:58 2019 Notice (6) Overriding MDD IP initialization parameters; IP provisioning ...
Mon Sep 09 09:56:53 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=fc:4a:e9:32...
Mon Sep 09 09:55:42 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=fc:4a:...
Mon Sep 09 09:55:42 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=fc:4a:...
Mon Sep 09 09:55:31 2019 Notice (6) Overriding MDD IP initialization parameters; IP provisioning ...
Mon Sep 09 09:55:25 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=fc:4a:e9:32...
Mon Sep 09 09:55:19 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Mon Sep 09 09:55:16 2019 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC f...
Mon Sep 09 09:55:13 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=fc:4a:...
Mon Sep 09 09:55:13 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=fc:4a:...
Mon Sep 09 09:54:59 2019 Notice (6) Overriding MDD IP initialization parameters; IP provisioning ...
Mon Sep 09 09:54:53 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=fc:4a:e9:32...
Mon Sep 09 09:54:43 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=fc:4a:...
Mon Sep 09 09:54:43 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=fc:4a:...
Mon Sep 09 09:54:30 2019 Notice (6) Overriding MDD IP initialization parameters; IP provisioning ...
Mon Sep 09 09:54:18 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Sep 09 09:49:37 2019 Critical (3) Started Unicast Maintenance Ranging - No Response received - ...
Mon Sep 09 09:47:03 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=fc:4a:...
Mon Sep 09 09:47:03 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=fc:4a:...
Mon Sep 09 09:46:51 2019 Notice (6) Overriding MDD IP initialization parameters; IP provisioning ...
Mon Sep 09 09:46:44 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=fc:4a:e9:32...
Mon Sep 09 09:46:33 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=fc:4a:...
Mon Sep 09 09:46:33 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=fc:4a:...
Mon Sep 09 09:46:19 2019 Notice (6) Overriding MDD IP initialization parameters; IP provisioning ...
Mon Sep 09 09:46:16 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=fc:4a:e9:32...
Mon Sep 09 09:46:07 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Sep 09 09:36:59 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=fc:4a:...
Mon Sep 09 09:36:59 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=fc:4a:...
Mon Sep 09 09:36:46 2019 Notice (6) Overriding MDD IP initialization parameters; IP provisioning ...
Mon Sep 09 09:36:40 2019 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=fc:4a:e9:32...
Mon Sep 09 09:36:33 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Sep 09 09:27:57 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=fc:4a:...
Mon Sep 09 09:27:57 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=fc:4a:...
Mon Sep 09 09:27:48 2019 Notice (6) Overriding MDD IP initialization parameters; IP provisioning ...
Mon Sep 09 09:27:36 2019 Critical (3) Received Response to Broadcast Maintenance Request, But no Un...
Mon Sep 09 09:19:52 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=fc:4a:...
Mon Sep 09 09:19:52 2019 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=fc:4a:...
Mon Sep 09 09:19:37 2019 Notice (6) Overriding MDD IP initialization parameters; IP provisioning ...

8 REPLIES 8
Highlighted
Sharer

Re: Intermittently losing internet connection Zoom 5370

Bad signal quality. More so the upstream side than down (though some downstream channels could look better). The one downstream channel in that snap shot is degraded to the point it is about to trigger a reboot as well (should be 4 channels, and ideally will be between 42 and 49 power levels).

Double check for things like loose/corroded connections, moisture in the connections, compromised/kinked cables (turns should be no sharper than what it takes to wrap a 2 liter soda bottle), nearby devices that may throw interference on the line like motors, fluorescent lighting, unshielded speakers, microwaves, amplifiers or similar devices that may emit electromagnetic/radio frequencies.

If you can access where the main line connects to the in-house wiring, check if there is a ground wire attached. It should be a grounding block design with a wire running to a grounding strap/stake. You want to have clean and tight connections at both ends.

If everything appears good on that front and the problem persists, than a service call will be in order.
Observer

Re: Intermittently losing internet connection Zoom 5370

Thank you!   I'll check those connections this weekend.

Observer

Re: Intermittently losing internet connection Zoom 5370

There was a splitter not being used near my modem.  Perhaps they installed it in the hopes that I would be adding on or to balance the signal.  Here are the results or removing the splitter and extra cable.

 

Status ConnectionThis page displays information about the connection to the cable network.
Startup ProcedureProcedureStatusComment
Acquire Downstream Channel705000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK?BiABGZgIgBAAAAAAAAAAACH8SukyTZYmBWAADAYAbhG64ytc+dYy@AAAAAGAv91cqmQ_rU9N6bDZYSE9OMT9+
SecurityEnabledBPI+


Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM2566705000000 Hz7.3 dBmV41.0 dB00
2LockedQAM2562681000000 Hz8.1 dBmV41.9 dB00
3LockedQAM2563687000000 Hz8.0 dBmV41.7 dB00
4LockedQAM2564693000000 Hz7.8 dBmV41.6 dB00
5LockedQAM2565699000000 Hz7.6 dBmV41.4 dB00
6LockedQAM2567711000000 Hz7.2 dBmV40.8 dB00
7LockedQAM2568717000000 Hz7.2 dBmV40.8 dB00
8LockedQAM2569723000000 Hz7.1 dBmV40.6 dB00
9LockedQAM25610729000000 Hz6.6 dBmV40.2 dB00
10LockedQAM25611735000000 Hz6.7 dBmV40.3 dB00
11LockedQAM25612741000000 Hz6.8 dBmV40.2 dB00
12LockedQAM25616765000000 Hz6.2 dBmV40.0 dB00
13LockedQAM25617771000000 Hz5.6 dBmV39.7 dB00
14LockedQAM25618777000000 Hz5.7 dBmV39.8 dB00
15LockedQAM25620789000000 Hz5.4 dBmV39.5 dB00
16LockedQAM25632861000000 Hz5.5 dBmV39.9 dB00

Total Correctables Total Uncorrectables
00


Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA125120 Ksym/sec37000000 Hz42.5 dBmV
2LockedATDMA95120 Ksym/sec17800000 Hz39.3 dBmV
3LockedATDMA105120 Ksym/sec24200000 Hz40.8 dBmV
4LockedATDMA115120 Ksym/sec30600000 Hz41.8 dBmV

CM IP AddressDurationExpires
2605:6000:c06:6e:11ba:e32b:5cf9:d632/128D: 30 H: 00 M: 00 S: 00Thu Oct 10 15:51:46 2019
Downstream Frequency Select (in KHz)
Current System Time: Tue Sep 10 15:51:46 2019
Helper

Re: Intermittently losing internet connection Zoom 5370

Those signal levels definitely look better. Is the connection stable now?

Observer

Re: Intermittently losing internet connection Zoom 5370

Sorry.  I've been trying to check my modem for a couple of weeks but haven't been able to log in from my PC.  The modem likes me today.  It looks like I'm still have a problem.  I'm still having a lot of uncorrectable errors.

 

Status ConnectionThis page displays information about the connection to the cable network.
Startup ProcedureProcedureStatusComment
Acquire Downstream Channel687000000 HzLocked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK?BiABGZgIgBAAAAAAAAAAACH8SukyTZYmBWAADAYAbhG64ytc+dYy@AAAAAMR6IWgxdI3ovmYsRPr1uOfGStP+
SecurityEnabledBPI+


Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1LockedQAM2563687000000 Hz6.8 dBmV40.6 dB172184
2LockedQAM2562681000000 Hz7.0 dBmV40.7 dB176217
3LockedQAM2564693000000 Hz6.7 dBmV40.5 dB178142
4LockedQAM2565699000000 Hz6.5 dBmV40.3 dB14890
5LockedQAM2566705000000 Hz6.2 dBmV40.2 dB10277
6LockedQAM2567711000000 Hz6.0 dBmV40.1 dB117154
7LockedQAM2568717000000 Hz6.0 dBmV40.1 dB120192
8LockedQAM25616765000000 Hz5.1 dBmV39.5 dB66139
9LockedQAM25618777000000 Hz4.6 dBmV39.2 dB6259
10LockedQAM25620789000000 Hz4.2 dBmV39.0 dB800
11LockedQAM25622801000000 Hz4.1 dBmV39.0 dB78140
12LockedQAM25623807000000 Hz4.3 dBmV39.1 dB769
13LockedQAM25625819000000 Hz4.2 dBmV39.1 dB320
14LockedQAM25626825000000 Hz3.8 dBmV38.8 dB360
15LockedQAM25627831000000 Hz3.7 dBmV38.8 dB3580
16LockedQAM25628837000000 Hz3.9 dBmV38.9 dB380

Total Correctables Total Uncorrectables
15161483


Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1LockedATDMA105120 Ksym/sec24200000 Hz42.3 dBmV
2LockedATDMA95120 Ksym/sec17800000 Hz41.0 dBmV
3LockedATDMA115120 Ksym/sec30600000 Hz43.5 dBmV
4LockedATDMA125120 Ksym/sec37000000 Hz44.5 dBmV

CM IP AddressDurationExpires
2605:6000:c06:6e:11ba:e32b:5cf9:d632/128D: 30 H: 00 M: 00 S: 00Tue Oct 22 12:03:41 2019
Downstream Frequency Select (in KHz)
Current System Time: Sun Sep 22 12:03:41 2019
Observer

Re: Intermittently losing internet connection Zoom 5370

For the ground connection the installer just wrapped it around an existing ground block rather than screwing the ground wire down.  The cable does pass through the closet that houses the indoor part of our AC unit.  Is there anything else that I can try or is it time for a service call?  I've asked the DW to take note of whether the AC is running when she has connectivity issues.

Proven Sharer

Re: Intermittently losing internet connection Zoom 5370

The wire from the cable grounding block MUST be solidly connected to the ground coming from your electrical breaker box.  Definitely do call for a Spectrum service tech visit if you don't feel comfortable fixing that wire yourself.  A loose ground wire can often be the cause of your modem losing its data connection, also a shock hazard for folks working on the overhead cable network. 

Observer

Re: Intermittently losing internet connection Zoom 5370

I tightened up the ground.  I'll check the modem tomorrow and see if that reduced the number of uncorrectable errors.