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GregE
join:2011-10-30
Boynton Beach, FL

GregE

Member

Frequent Reboots on SURFBoard 5101U - WHY?

I have a Motorola SURFBoard 5101U modem with Comcast's BLAST 16MB/2MB package. I have had 4 technicians out at my house and still I am experiencing Intermittent dropped connection.

Some days I have recorded as many as 10 drops during my working hours which just KILLS my productivity since I spend a lot of time working on remote machines via a VPN.

My Modem log has a very clear pattern of information on it but the last technician here did not want to look at the modem logs, he checked some wires, complained about the connections not be clean, replaced the connections and then left. He checked all of my levels and said everything look fine. He is the 4th technician here, and the 4th to do very little and I am still experiencing the issue. I believe the key information is HERE in the modem log.

I spared you the ENTIRE log and just show the pattern. I have found out that the log is IN ORDER Newest to oldest event - and that the DATE is wrong showing 1970 sometimes because this is what happens when the modem does not get responses back when trying to time synch.

The clear patter are these 2 message 1 after the next

2011-10-30 07:37:55 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2011-10-30 07:37:55 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o

These correspond with the exact times I notice issues. To be honest the 30th and the 29th are good days, only

Here is a larger section of the log

2011-10-30 20:05:04 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:00:30 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:00:27 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
2011-10-30 07:37:55 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2011-10-30 07:37:55 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:34 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:00:31 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
2011-10-29 21:39:30 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2011-10-29 21:39:30 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:33 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:00:30 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
2011-10-29 09:55:15 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2011-10-29 09:55:15 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:03:32 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:03:29 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:03:07 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:00:09 6-Notice M571.1 Ethernet link up - ready to pass packets
2011-10-29 09:42:05 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2011-10-29 09:42:05 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2011-10-29 09:42:05 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:01:07 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:01:04 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:41 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:00:09 6-Notice M571.1 Ethernet link up - ready to pass packets
2011-10-29 09:30:02 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2011-10-29 09:30:02 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2011-10-29 09:30:02 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:07:25 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:07:22 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:07:00 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:00:09 6-Notice M571.1 Ethernet link up - ready to pass packets
2011-10-29 09:10:51 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2011-10-29 09:10:51 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2011-10-29 09:10:51 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:11:31 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:11:28 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:11:03 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:10:55 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 00:10:54 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:10:49 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing
1970-01-01 00:10:48 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
1970-01-01 00:00:09 6-Notice M571.1 Ethernet link up - ready to pass packets
2011-10-29 08:56:27 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2011-10-29 08:56:27 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2011-10-29 08:56:27 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2011-10-29 08:54:17 6-Notice M571.1 Ethernet link up - ready to pass packets


Here is my Signal information

Downstream Value
Frequency 591000000 Hz
Signal To Noise Ratio 35.3 dB
Power Level -6.8 dBmV
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


Upstream Value
Channel ID 1
Frequency 36500000 Hz
Power 45.9 dBmV


PLEASE PLEASE HELP!
Thanx
GregE

Techy
@qwest.net

Techy

Anon

Your signal levels look fine, so it's probably not that. The log is indicating that the modem is losing it's WAN address.

2 probable issues. bad config file: solution - open the interface go to the addresses tab, click on Reset Cable Defaults and have your ISP reprovision it.

bad firmware/device failing: replace with a new modem and see if the issue persists.

Did your ISP tech ever hook up a second modem to see if it had issues?

My guess is the config file is not correct for your modem. But if it's bad you'll probably be better off replacing the whole thing.