Participant

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM15585.00 MHz4.30 dBmV40.95 dB00
2Locked256QAM2507.00 MHz5.80 dBmV43.38 dB00
3Locked256QAM3513.00 MHz5.10 dBmV40.95 dB110
4Locked256QAM4519.00 MHz5.40 dBmV40.95 dB120
5Locked256QAM5525.00 MHz5.10 dBmV40.37 dB190
6Locked256QAM6531.00 MHz5.00 dBmV40.95 dB60
7Locked256QAM7537.00 MHz5.10 dBmV40.37 dB150
8Locked256QAM8543.00 MHz4.60 dBmV40.37 dB00
9Locked256QAM9549.00 MHz5.10 dBmV40.37 dB60
10Locked256QAM10555.00 MHz4.60 dBmV40.37 dB00
11Locked256QAM11561.00 MHz4.70 dBmV40.37 dB00
12Locked256QAM12567.00 MHz4.70 dBmV40.95 dB00
13Locked256QAM13573.00 MHz4.50 dBmV40.95 dB00
14Locked256QAM14579.00 MHz4.60 dBmV40.37 dB00
15Locked256QAM1501.00 MHz5.60 dBmV40.95 dB90
16Locked256QAM16591.00 MHz4.30 dBmV40.37 dB00

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA65120 kSym/s24.20 MHz42.50 dBmV
2LockedATDMA82560 kSym/s37.00 MHz42.50 dBmV
3LockedATDMA75120 kSym/s30.60 MHz42.50 dBmV
4LockedTDMA52560 kSym/s19.40 MHz

41.25 dBmV

 

Time Priority Description
Thu Jan 01 00:02:21 19703No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 19 00:25:16 20165TCS Partial Service;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 19 00:26:02 20163No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;

 

 

Configuration
Downstream Frequency (Hz)
Upstream Channel ID
Downstream Frequency PlanNorth AmericaEuropeJapanWorld WideKorea>
Energy Efficient EthernetDisabledEnabled
Note:
Resetting the cable modem to its factory default configuration will remove all stored parameters learned by the cable modem during prior initializations. The process to get back online from a factory default condition could take from 5 to 30 minutes. Please reference the cable modem User Guide for details on the power up sequence.

 

Information
Standard Specification CompliantARRIS DOCSIS 3.0 Cable Modem / Retail
Hardware Version3
Software Version9.1.93K
Cable Modem MAC Address<redacted>
Serial Number<redacted>

 

 
Status
Up Time0 d: 21 h: 36 m
Expert

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

Has your service improved? Nothing since last Thursday, there's no problem on 501 mHz anymore.

 

Does the coax for the modem go thru any sort of outlet strip or ups "surhe protector". If so, it can be the soiurce of ingress

 

Participant

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

I just had one of the "outbreaks" i experience periodically, and before rebooting i copied the signals and the logs; here, have fun:

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM15585.00 MHz3.30 dBmV40.37 dB1168434285
2Locked256QAM8507.00 MHz4.50 dBmV40.37 dB801855120
3Locked256QAM9513.00 MHz3.90 dBmV40.37 dB964362238
4Locked256QAM10519.00 MHz4.20 dBmV40.95 dB561359701
5Locked256QAM11525.00 MHz3.80 dBmV38.98 dB1556156801
6Locked256QAM12531.00 MHz3.90 dBmV40.37 dB604445622
7Locked256QAM13537.00 MHz4.00 dBmV40.37 dB1113844295
8Locked256QAM14543.00 MHz3.40 dBmV40.95 dB568942889
9Locked256QAM15549.00 MHz3.90 dBmV40.37 dB908955468
10Locked256QAM16555.00 MHz3.40 dBmV38.98 dB548750135
11Locked256QAM11561.00 MHz3.50 dBmV38.98 dB1092942451
12Locked256QAM12567.00 MHz3.50 dBmV40.37 dB382440269
13Locked256QAM13573.00 MHz3.30 dBmV38.98 dB555337557
14Locked256QAM14579.00 MHz3.50 dBmV40.37 dB533348765
15Locked256QAM7501.00 MHz4.30 dBmV40.37 dB317925364
16Locked256QAM16591.00 MHz3.10 dBmV38.98 dB1014142512

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA65120 kSym/s24.20 MHz42.25 dBmV
2LockedATDMA82560 kSym/s37.00 MHz42.50 dBmV
3LockedATDMA75120 kSym/s30.60 MHz42.50 dBmV
4LockedTDMA52560 kSym/s19.40 MHz41.25 dBmV

Tue Jun 21 02:13:46 20163Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 21 02:14:22 20163No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 21 02:18:37 20165B-INIT-RNG Failure - Retries exceeded;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 21 02:18:38 20163No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 21 02:23:18 20165B-INIT-RNG Failure - Retries exceeded;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 21 02:23:19 20163No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 21 02:23:33 20165TCS Partial Service;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 21 02:24:40 20163No Ranging Response received - T3 time-out;CM-MAC=d4:0a:a9:00:da:e1;CMTS-MAC=00:17:10:86:5d:1b;CM-QOS=1.1;CM-VER=3.0;

 

Expert

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

There is intermittent shielding/ something loose causing the high uncorrectabvles and the T4 errors which reset the mode,.

 It's probably also broadcast tv ingress getting in at that interittent as well

 

Participant

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

My issue is that it feels triggered, it goes hours without any uncorrectables, sometimes a day if i'm lucky. Then, one channel starts to see them, and then that blackout. 

Because I udnerstand enough about the nature of these devices, i refuse to beleive it's just some line issue or a lose connection, it appears triggered by an event.

Expert

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

1 Try a factory reset.

2 Call TWC and see if this has the correct billing code for a 16x4 docsis 3 modem.

3 Get a different modem.

the duplicate channel ID's suggest an issue of something corrupting it

 

 

Participant

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

Resetting isn't a solution, this has already been explained;

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM21585.00 MHz2.80 dBmV40.37 dB30
2Locked256QAM2471.00 MHz4.00 dBmV40.37 dB120
3Locked256QAM3477.00 MHz4.30 dBmV40.95 dB120
4Locked256QAM4483.00 MHz4.20 dBmV40.95 dB150
5Locked256QAM5489.00 MHz4.00 dBmV40.37 dB80
6Locked256QAM6495.00 MHz3.90 dBmV40.95 dB00
7Locked256QAM7501.00 MHz3.80 dBmV40.37 dB00
8Locked256QAM8507.00 MHz4.00 dBmV40.37 dB00
9Locked256QAM9513.00 MHz3.40 dBmV40.37 dB00
10Locked256QAM10519.00 MHz3.70 dBmV40.37 dB00
11Locked256QAM11525.00 MHz3.40 dBmV38.98 dB00
12Locked256QAM12531.00 MHz3.40 dBmV40.95 dB00
13Locked256QAM13537.00 MHz3.50 dBmV40.37 dB00
14Locked256QAM14543.00 MHz3.00 dBmV40.37 dB00
15Locked256QAM15549.00 MHz3.50 dBmV40.37 dB130
16Locked256QAM16555.00 MHz3.00 dBmV38.61 dB50
17Locked256QAM17561.00 MHz3.10 dBmV38.98 dB00
18Locked256QAM18567.00 MHz3.10 dBmV40.37 dB00
19Locked256QAM19573.00 MHz2.80 dBmV38.98 dB70
20Locked256QAM20579.00 MHz3.10 dBmV40.37 dB40
21Locked256QAM1465.00 MHz4.10 dBmV40.37 dB00
22Locked256QAM22591.00 MHz2.60 dBmV38.61 dB50
23Locked256QAM23597.00 MHz2.70 dBmV38.98 dB00
24Locked256QAM24603.00 MHz2.70 dBmV38.98 dB00

 

Just now i found it trying to use 24 downstream channels.

Expert

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

Reset the modem to factory default, It's hosed and trying to use video qam channels.

 

Participant

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

it has been reset to factory defaults; it's sitll using 24 channels now. But I get data fine. Reset it first using the UI interface over the IP; then reset using the hard reset button on the back of it, and elt it go through it's appropriate sequence both times.

Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM23597.00 MHz2.70 dBmV38.98 dB80
2Locked256QAM2471.00 MHz4.10 dBmV40.37 dB110
3Locked256QAM3477.00 MHz4.40 dBmV40.37 dB60
4Locked256QAM4483.00 MHz4.30 dBmV40.37 dB160
5Locked256QAM5489.00 MHz4.10 dBmV40.37 dB190
6Locked256QAM6495.00 MHz4.00 dBmV40.37 dB00
7Locked256QAM7501.00 MHz3.90 dBmV40.37 dB00
8Locked256QAM8507.00 MHz4.10 dBmV40.37 dB00
9Locked256QAM9513.00 MHz3.50 dBmV40.37 dB00
10Locked256QAM10519.00 MHz3.80 dBmV40.95 dB00
11Locked256QAM11525.00 MHz3.40 dBmV38.98 dB00
12Locked256QAM12531.00 MHz3.40 dBmV40.37 dB00
13Locked256QAM13537.00 MHz3.50 dBmV40.37 dB00
14Locked256QAM14543.00 MHz3.00 dBmV40.37 dB00
15Locked256QAM15549.00 MHz3.50 dBmV40.37 dB150
16Locked256QAM16555.00 MHz3.00 dBmV38.61 dB80
17Locked256QAM17561.00 MHz3.10 dBmV38.98 dB40
18Locked256QAM18567.00 MHz3.10 dBmV40.37 dB70
19Locked256QAM19573.00 MHz2.90 dBmV38.98 dB70
20Locked256QAM20579.00 MHz3.10 dBmV40.37 dB50
21Locked256QAM21585.00 MHz2.90 dBmV40.37 dB50
22Locked256QAM22591.00 MHz2.70 dBmV38.98 dB80
23Locked256QAM1465.00 MHz4.10 dBmV40.37 dB00
24Locked256QAM24603.00 MHz2.80 dBmV38.98 dB00

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA65120 kSym/s24.20 MHz42.25 dBmV
2LockedATDMA82560 kSym/s37.00 MHz42.50 dBmV
3LockedATDMA75120 kSym/s30.60 MHz42.75 dBmV
4LockedTDMA52560 kSym/s19.40 MHz41.25 dBmV


 

Current System Time: Wed Jun 22 20:14:06 2016



Participant

Re: SB6190 - Austin TX - High uncorrectable codewords on one channel;

I don't have an issue with it either but, but clearly in the last few days it has switched to being 16 downstream channels to now 24, even after hard resets. Can you explain that to me? My modem is also fine, so your statement about it being hosed, pretty clearly indicate the same answers I get from Time warner, you don't know why it behaves the way it does. My modem is clean, has a cooling fan, and doens't even have dust on it. I also have a sb6183, and an sb6141 in my drawer, they all experience the same issues. I kept them for **bleep**s and giggles when troubleshooting with you guys.

To me, I like IP networking, I think there's something wrong with a peice of equipment between my cable drop and you, but I know the last thing in the world anyone would want to do is deal with that. The fact it boots with different settings almost everytime it boots might indicate you cause are sending faulty firmware on post, but I don't honestly know because you don't really disclose publicly how you do that. And while I an appreciate 24 downstream channels mor than 16, I also note the wildly ranging power levels, which tell me they can't be operating as itnended even if I have 24 now.

Hopefully someone who has access to the networking equipment and me reads this, and in the event they do; it might help you to know that my modem fails to establish a link regularly when i reboot, it boot loops multiple times before it ever establishes a working link. On the sb6190 i know this because the status icons blink regularly a green color, and the connection when established is indicated by a blue overwhelming light. That light does not come on, and the sequences restarts. It usually takes 3-4 times before it actually works, and will then work normally for at least a few hours, at most a day before it needs to be rebooted. If i'm not here I can barely tell, but my nest thermostat's remote control and monitoring gives me a rough idea when it goes dark.

I am pretty sure someone upgraded half the stuff between me and your nodes when they did the upgrade and someone didn't look at all the hardware in my area. Unfortuantely I can't talk to anyone that can even speak for that level of support by contacting front lines, the best I can get is advanced repair, which sounds like is designed to troubleshoot firmware on a modem for end users, not scrutinize the architecture of the networking equipment on TWC's end. Either way, you're losing this battle, and it feels like negligence, honestly. Alternatives are available now too, you should really start listening to people more.

I bypassed all of my splitters by the way, i'm coming directly off my drop, the only line for me.