Observer

Modem intermittently self-rebooting - T3/T4 Errors

Modem is self-owned, SB6141.  It keeps rebooting with T3 and T4 errors.  I'm in the Columbus, OH area.  This is the log and signal information from directly after the last reboot.  I've checked the line inside, all connections are tight, no splitter, but there is an inline coupling.  It seems tight and shows no wear?  Really not sure what is going on...

 

Sep 10 2019 19:01:226-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 19:01:225-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:243-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:176-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 19:00:223-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 18:59:473-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 13:29:256-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 13:29:255-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:233-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:176-NoticeN/ACable Modem Reboot due to T4 timeout ;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 13:28:283-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:19:316-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:19:315-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:19:183-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:18:565-WarningU102.0TCS Partial Service;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:18:546-NoticeI401.0TLV-11 - unrecognized OID;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:18:545-WarningZ00.0MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:333-CriticalR02.0No Ranging Response received - T3 time-out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:176-NoticeN/ACable Modem Reboot from GUI/Configuration page ;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Sep 10 2019 12:17:363-CriticalR04.0Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:05:b1:92:92:aa;CMTS-MAC=00:01:5c:7c:ec:4c;CM-QOS=1.1;CM-VER=3.0;


Downstream Bonding Channel Value
Channel ID10 11 12 13 14 15 18 
Frequency675000000 Hz 681000000 Hz 687000000 Hz 693000000 Hz 699000000 Hz 705000000 Hz 711000000 Hz 729000000 Hz 
Signal to Noise Ratio38 dB 38 dB 38 dB 39 dB 39 dB 39 dB 39 dB 37 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
4 dBmV  5 dBmV  5 dBmV  5 dBmV  5 dBmV  4 dBmV  4 dBmV  1 dBmV  

 

Upstream Bonding Channel Value
Channel ID50 52 51 49 
Frequency24200000 Hz 37000000 Hz 30600000 Hz 19400000 Hz 
Ranging Service ID13394 13394 13394 13394 
Symbol Rate5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level40 dBmV 43 dBmV 42 dBmV 40 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords) Bonding Channel Value
Channel ID10 11 12 13 14 15 18 
Total Unerrored Codewords2158714 936978 954145 962330 930295 931804 930063 927720 
Total Correctable Codewords216 19 24 27 11 
Total Uncorrectable Codewords2315 1304 1428 1426 1562 1518 1531 1514 
9 REPLIES 9
Helper

Re: Modem intermittently self-rebooting - T3/T4 Errors

Are you in a house or apartment? Have you checked the line outside as much as you have access to? If everything inside is nice and tight then it could be a loose connection or a squirrel chewed coax from your drop line, water in the pedestal, or even a noisy neighbor.

Observer

Re: Modem intermittently self-rebooting - T3/T4 Errors

We are in a house - and yes as much as I can. Thanks for your reply - from the sound of it, looks like I'm going to need a tech.
Sharer

Re: Modem intermittently self-rebooting - T3/T4 Errors

Yeah... that signal roll-off looks a bit suspicious... channel 15 to 18 losing 3 strength AND 2 on SNR raises an eyebrow, and the 40 to 43 swing on upstream looks a bit odd too.

May well be some noise creeping in somewhere. May not be in your home... could be something like unterminated lines next door. And if amplification is in play (40db upstream level? May be getting boosted), it could be ramping up the noise and making it worse.
Observer

Re: Modem intermittently self-rebooting - T3/T4 Errors

Yeah I was wondering if that looked right. We had a community wide outage about 10 days ago due to some storms. It was out for nearly 24 hours, but since then, the timeouts have gotten progressively worse (vs. once a month or couple months). Looks like I'll be calling today. Thank you!
Observer

Re: Modem intermittently self-rebooting - T3/T4 Errors

Okay a tech will be coming out, however they are saying that the problem is only the modem.  This is my most recent signal information, it is still timing out - just so i know what to expect on Friday, does this look like a modem issue is likely the cause?   At no point in any of the timeouts has the power light gone out. Thank you again for your help!

 

Downstream Bonding Channel Value
Channel ID22 16 17 18 19 20 21 23 
Frequency753000000 Hz 717000000 Hz 723000000 Hz 729000000 Hz 735000000 Hz 741000000 Hz 747000000 Hz 759000000 Hz 
Signal to Noise Ratio38 dB 38 dB 38 dB 38 dB 37 dB 37 dB 38 dB 38 dB 
Downstream ModulationQAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
1 dBmV  3 dBmV  3 dBmV  2 dBmV  2 dBmV  1 dBmV  1 dBmV  0 dBmV  

 

Upstream Bonding Channel Value
Channel ID50 52 51 49 
Frequency24200000 Hz 37000000 Hz 30600000 Hz 19400000 Hz 
Ranging Service ID11805 11805 11805 11805 
Symbol Rate5.120 Msym/sec 5.120 Msym/sec 5.120 Msym/sec 2.560 Msym/sec 
Power Level40 dBmV 43 dBmV 43 dBmV 40 dBmV 
Upstream Modulation[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[1] 16QAM
[2] 64QAM
 
[3] QPSK
[2] 16QAM
 
Ranging StatusSuccess Success Success Success 

 

Signal Stats (Codewords) Bonding Channel Value
Channel ID22 16 17 18 19 20 21 23 
Total Unerrored Codewords66497361 66513970 66522508 66505877 66486760 66488533 66488116 66492786 
Total Correctable Codewords11 16 13 49 48 
Total Uncorrectable Codewords1702 1383 1488 1297 1509 1531 1484 1464 
Helper

Re: Modem intermittently self-rebooting - T3/T4 Errors

I'm not saying they're wrong about it being a bad modem, but modems rarely, if ever, go bad. If the phone rep told you it was a bad modem then take that with a grain of salt knowing that they are usually not trained techs.

Sharer

Re: Modem intermittently self-rebooting - T3/T4 Errors

Uggh... part of the process. The phone reps have to stick to their "script" and rule things out one by one.

Could potentially be the power brick. A bad one can inject noise or cause the modem to overheat-- but the modem itself could be just fine. But usually, it is a line/splitter/other junction device at fault.

So make sure they also swap out the power supply with that modem, even if it is the same model--no shortcuts.

Just remember, they will be swapping in their stuff... their service and their equipment. The onus will be on them to isolate the problem and work to fix it. If it continues to be unstable call them back... see a lot of people let things slide.

Their is really old infrastructure in some markets, and they have a lot of cleaning up to do--us calling them in to track down these things is actually helping them to clean up issues that can affect entire neighborhoods sometimes. The faster we can get the lines cleaned up, the sooner we can all get better bandwidth plans (like the 200mbps standard tier).
Highlighted
Proven Sharer

Re: Modem intermittently self-rebooting - T3/T4 Errors

@RAIST5150  may not want to say it yet, but I will:  The repeated dropouts prrobably have nothing to do with your modem.  Your upstream signal level looks about right compared with the downstream.  Incoming levels and packet error rates tell me that when you do have signal your cableTV programming and internet are both running OK.  I'll bet dollars to donuts the problem is outside your home, somewhere out on Spectrum's network.

You said you had a storm-related outage in the last two weeks.  They should look for another loose connector or a cable pullout along the overhead feeder trunk that they haven't found and repaired, OR the safety ground wire on your cable ground block is loose, corroded, or missing.

 

Observer

Re: Modem intermittently self-rebooting - T3/T4 Errors

Thanks guys! That helps me understand exactly what I'm facing. Yeah, we definitely have a lot of aging infrastructure in this neighborhood - when Time Warner came in, they took over for Insight. They commented then how old the lines already were and that was about 6 years ago.

And yep, Karl, when the internet is up, it works perfectly, then just drops and immediately comes back up. Here's to hoping something gets done. Thanks!