Rookie

Modem constantly rebooting itself

My modem has been cutting in and out every 30 minutes or so the past few days and when it has the modem has also been rebooting.  My logs are below. Anybody know what might be going on?  (Sorry for the formatting, tables weren't working properly) Let me know if any further information is needed. Thanks in advance for any help!

 

Downstream
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 17 555.00 MHz -1.80 dBmV 40.37 dB 256QAM 15425418 12 0
Downstream 2 10 513.00 MHz -1.40 dBmV 40.95 dB 256QAM 4411329 0 0
Downstream 3 11 519.00 MHz -1.60 dBmV 40.95 dB 256QAM 4495346 0 0
Downstream 4 12 525.00 MHz -1.40 dBmV 40.95 dB 256QAM 4127926 0 0
Downstream 5 13 531.00 MHz -1.90 dBmV 40.95 dB 256QAM 4663907 0 0
Downstream 6 14 537.00 MHz -2.10 dBmV 40.37 dB 256QAM 4259042 0 0
Downstream 7 15 543.00 MHz -1.90 dBmV 40.37 dB 256QAM 3878895 0 0
Downstream 8 16 549.00 MHz -1.60 dBmV 40.37 dB 256QAM 4170285 0 0
Downstream 9 9 507.00 MHz -0.60 dBmV 40.37 dB 256QAM 4621414 0 0
Downstream 10 18 561.00 MHz -2.00 dBmV 40.95 dB 256QAM 4218697 0 0
Downstream 11 19 567.00 MHz -1.70 dBmV 40.37 dB 256QAM 3974278 0 0
Downstream 12 20 573.00 MHz -1.30 dBmV 40.37 dB 256QAM 4532290 0 0
Downstream 13 21 579.00 MHz -1.60 dBmV 40.37 dB 256QAM 3830574 0 0
Downstream 14 22 585.00 MHz -1.50 dBmV 40.95 dB 256QAM 3897964 0 0
Downstream 15 23 591.00 MHz -1.20 dBmV 40.95 dB 256QAM 3903223 0 0
Downstream 16 24 597.00 MHz -0.90 dBmV 40.37 dB 256QAM 3834527 0 0
Reset FEC Counters


Upstream
UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 19.20 MHz 47.50 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM
Upstream 2 4 36.80 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 30.40 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 24.00 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 

DOCSIS(CM) Events

4/12/2018 1:04 84000700 5 RCS Partial Service;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/12/2018 1:04 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/12/2018 1:04 84020200 5 Lost MDD Timeout;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/12/2018 1:04 84000700 5 RCS Partial Service;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/12/2018 1:04 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/12/2018 1:04 84000700 5 RCS Partial Service;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/12/2018 1:04 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/12/2018 1:04 84020200 5 Lost MDD Timeout;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/12/2018 1:18 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/21/2018 18:25 84000700 5 RCS Partial Service;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/21/2018 23:44 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/22/2018 1:39 84000700 5 RCS Partial Service;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/22/2018 7:52 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/22/2018 10:42 84000700 5 RCS Partial Service;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/22/2018 11:07 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/22/2018 11:20 84000700 5 RCS Partial Service;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/22/2018 12:40 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/22/2018 13:04 84000700 5 RCS Partial Service;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/22/2018 13:58 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;
4/22/2018 14:24 84000700 5 RCS Partial Service;CM-MAC=00:ac:e0:86:3c:42;CMTS-MAC=00:17:10:8b:69:13;CM-QOS=1.1;CM-VER=3.0;

 

PacketCable(MTA) Events
4/22/2018 21:30 14 Power Supply Telemetry Log - BATTERY MISSING
4/22/2018 21:30 16 MTA TFTP: Successful
4/22/2018 21:30 26 MTA PROV: Successful!
4/22/2018 21:30 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
4/22/2018 21:34 14 Power Supply Telemetry Log - BATTERY MISSING
4/22/2018 21:34 16 MTA TFTP: Successful
4/22/2018 21:34 26 MTA PROV: Successful!
4/22/2018 21:34 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
4/22/2018 21:54 14 Power Supply Telemetry Log - BATTERY MISSING
4/22/2018 21:54 16 MTA TFTP: Successful
4/22/2018 21:54 26 MTA PROV: Successful!
4/22/2018 21:54 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
4/22/2018 22:01 14 Power Supply Telemetry Log - BATTERY MISSING
4/22/2018 22:01 16 MTA TFTP: Successful
4/22/2018 22:01 26 MTA PROV: Successful!
4/22/2018 22:01 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
4/22/2018 22:05 14 Power Supply Telemetry Log - BATTERY MISSING
4/22/2018 22:05 16 MTA TFTP: Successful
4/22/2018 22:05 26 MTA PROV: Successful!
4/22/2018 22:05 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
4/22/2018 22:12 14 Power Supply Telemetry Log - BATTERY MISSING
4/22/2018 22:12 16 MTA TFTP: Successful
4/22/2018 22:12 26 MTA PROV: Successful!
4/22/2018 22:12 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
4/22/2018 22:44 14 Power Supply Telemetry Log - BATTERY MISSING
4/22/2018 22:44 16 MTA TFTP: Successful
4/22/2018 22:44 26 MTA PROV: Successful!
4/22/2018 22:44 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
4/22/2018 23:02 16 MTA TFTP: Successful
4/22/2018 23:02 26 MTA PROV: Successful!
4/22/2018 23:02 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
4/22/2018 23:02 14 Power Supply Telemetry Log - BATTERY MISSING

 

3 REPLIES 3
Proven Sharer

Re: Modem constantly rebooting itself

The modem's DOCSIS events log shows a series of RCS error messages on 4/12 and again on 4/22.  This says that your modem was not receiving all of the DS channels carrying internet traffic for your modem.  Usually caused by a loose connector or damaged outdoor cable, especially if your area had high winds those days.  Check your indoor connections, but you definitely need to call for a home tech visit to find and fix the outdoor problem.

Rookie

Re: Modem constantly rebooting itself

Thanks for the information!  I'm also noticing that the modem itself will occasionally just shut itself off instead of trying to reconnect and I'll need to unplug and plug it back in for it to search for a signal again. Does this change anything? 

Proven Sharer

Re: Modem constantly rebooting itself

No reconnect until power is cycled would be an expected response by the modem.  The modem will reset and stay disconnected until it can restart the data connection after the missing DS channel(s) are restored.  When you force a power cycle, the modem requests a new channel list from the CMTS.  You should be able to see this in the activity indicators on the modem - no downstream, no upstream, no bonding.