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| Modem randomly restarts during downloads The modem randomly restarts when I get download speeds of above 1.0 MB/s+. This happens anywhere from 20 mins to around 4 hours of downloding anything where the speed goes above 1.0 mb/s. Had a tech repair guy come over today, all he did was replace a splitter which did not help with my problem at all, he was very dubious that I had a problem, and I don't have access to logs or anything like that to show him. After he left though i figured out that docsdiag has can show the modem's log so I did that and decided to come here to see if anyone can help me out. Here is the log:
DocsDiag v030720 Copyright 2001-3 Robin Walker rdhw@cam.ac.uk
S-A WebSTAR DPX2200 Series DOCSIS E-MTA Ethernet+USB (2)Lines VOIP >
System up time = 0 days 00h 14m 54.00s
Downstream channel ID = 29
Downstream channel frequency = 627000000 Hz
Downstream received signal power = 0.8 dBmV
Upstream channel ID = 2
Upstream channel frequency = 22500000 Hz
Upstream timing offset = 9582 units of (6.25/64) microseconds
SigQu: received without error = 82929502 codewords
SigQu: correctable errors = 1 codewords
SigQu: uncorrectable errors = 0 codewords
SigQu: Signal to Noise Ratio = 38.4 dB
SigQu: microreflections = 32 dBc
Upstream transmit signal power = 44.2 dBmV
2011-11-23,16:19:12 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2011-11-24,15:11:01 No Ranging Response received - T3 time-out
2011-11-24,15:11:12 last event repeated 2 times, up to this date/time
2011-11-24,15:11:25 Unicast Ranging Received Abort Response - Re- initializing MAC
2011-11-24,15:13:45 No Ranging Response received - T3 time-out
2011-11-24,15:13:56 last event repeated 2 times, up to this date/time
2011-11-25,14:21:14 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2011-11-25,14:21:38 No UCD's Received - Timeout
unset last event repeated 7 times, up to this date/time
2011-11-26,01:23:27 No Ranging Response received - T3 time-out
2011-12-31,02:27:40 last event repeated 207 times, up to this date/time
2011-12-31,02:46:07 No Ranging Response received - T3 time-out
2011-12-31,14:12:05 last event repeated 19 times, up to this date/time
unset No Ranging Response received - T3 time-out
unset last event repeated 1 times, up to this date/time
unset No Ranging Response received - T3 time-out
2011-12-31,14:32:09 last event repeated 3 times, up to this date/time
unset No Ranging Response received - T3 time-out
2011-12-31,16:27:20 last event repeated 7 times, up to this date/time
2011-12-31,18:15:33 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2011-12-31,18:15:40 last event repeated 7 times, up to this date/time
2011-12-31,18:15:40 Unicast Maintenance Ranging attempted - No response - Retries exhausted
2011-12-31,18:15:47 No Ranging Response received - T3 time-out
2012-01-01,23:35:17 last event repeated 22 times, up to this date/time
2012-01-01,23:35:55 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2012-01-01,23:35:55 DCC aborted unable to communicate on new upstream channel
2012-01-01,23:36:53 No Ranging Response received - T3 time-out
2012-01-07,00:30:22 last event repeated 73 times, up to this date/time
2012-01-07,10:16:53 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-01-07,10:17:01 last event repeated 7 times, up to this date/time
2012-01-07,10:17:01 Unicast Maintenance Ranging attempted - No response - Retries exhausted
2012-01-07,10:17:08 No Ranging Response received - T3 time-out
unset last event repeated 15 times, up to this date/time
unset Init RANGING Critical Ranging Request Retries exhausted
2012-01-08,05:45:52 No Ranging Response received - T3 time-out
unset last event repeated 35 times, up to this date/time
2012-01-14,02:14:39 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-01-14,02:14:43 last event repeated 4 times, up to this date/time
2012-01-14,12:59:35 No Ranging Response received - T3 time-out
2012-01-17,22:09:31 last event repeated 37 times, up to this date/time
2012-01-19,04:04:28 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-01-19,21:04:43 No Ranging Response received - T3 time-out
2012-01-23,22:53:30 last event repeated 69 times, up to this date/time
unset DHCP FAILED - Discover sent, no offer received
unset last event repeated 2 times, up to this date/time
unset No Ranging Response received - T3 time-out
unset last event repeated 5 times, up to this date/time
2012-01-24,16:55:04 SYNC Timing Synchronization failure - Failed to acquire FEC framing
2012-01-24,17:01:09 last event repeated 48 times, up to this date/time
2012-01-24,16:55:29 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2012-01-24,16:55:29 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
2012-01-24,17:01:57 last event repeated 3360 times, up to this date/time
2012-01-24,17:02:04 No Ranging Response received - T3 time-out
2012-01-24,20:19:33 last event repeated 35 times, up to this date/time
It is very annoying when I start a download and leave my computer on for hours just to find out that the modem resetted itself and the download didnt finish (I connect by wireless router by the way) Thanks for reading, hopefully someone can help me out. | |
 jaaPremium,MVM
join:2000-06-13
kudos:2
 ·Optimum Online
 ·Vonage
| I see some issues, but are you sure the modem is resetting when you are downloading? Could it be your router or wireless?
The reason I ask is the logs seem to show the modem had issues around 5pm today (presumably when the tech was there). Other than that, it seems to be blips every few days that may or may not have been a disconnect.
Is that what your are seeing? I don't see any gaps that look like 20 minutes for 4 hours - mostly they seem to be days.
Have you tried doing a big download directly connected to the modem?
--
NOTHING justifies terrorism. We don't negotiate with terrorists. Those that support terrorists are terrorists. | |
1 edit | You are getting a lot of T3 timeouts, but I don't see many T4 timeouts or actual resets in there (edit: certainly not enough for every time you'd download a file). Depending on how far apart the T3 timeouts are, it may not be a noticeable problem. I agree about trying the bypassing of the router, or at least using a wired connection first to see if you can narrow down the problem.
Unrelated, I see your area has 5 downstream channels available, which is pretty cool (since you're connected on 627 MHz). | | |
|
| reply to jaa
said by jaa:I see some issues, but are you sure the modem is resetting when you are downloading? Could it be your router or wireless?
The reason I ask is the logs seem to show the modem had issues around 5pm today (presumably when the tech was there). Other than that, it seems to be blips every few days that may or may not have been a disconnect.
Is that what your are seeing? I don't see any gaps that look like 20 minutes for 4 hours - mostly they seem to be days.
Have you tried doing a big download directly connected to the modem?
It does only reset while downloading, but sometimes, kind of rare though, it'll reset when I'm not downloading anything, just in the middle of playing an online game, and suddenly my game connection gets lost I check my router and sure enough its resetting again. The resets you see today are after the tech left while I was downloading team fortress 2 from steam. And those timeouts you see in between days are the time between big downloads I've had or those times it restarted even when I wasn't downloading anything. It can't be my router, as my router isn't the one that resets it stays on even while the modem is resetting, I have not tried downloading something big directly connected to the modem, won't work either way because it isn't the router thats screwed up unless the ethernet cable connecting to the router from the modem somehow affects the modem's t3 timeouts, I doubt it. My problem is similar to the one found here »[OOL] Modem restarts when downloading at high speeds, the OP of that thread solved the problem by this »img853.imageshack.us/img853/1746···ents.jpg
I have already tried replacing the modem, the tech replaced the 2 way splitter that connects to the cable modem(Which brought down the recieve power level from 48.7dbmv to 44.2dbmv), and he said the r6 coax cables were functioning fine. If I am to call them again, I would need to know what that replace F thing is that he wrote on his comments. | |
| There's definitely an RF issue, and you should keep calling them - and point out on each and every call that this is "call #N over the last X weeks about the same issue" - and request from the rep to put that into the notes for your call.
I've looked at the logs, and there are some rather puzzling, conflicting issues presenting themselves, which makes me think there might be more than a single issue here:
• tech improved your signal level by ~4dB (the *transmit* level went from 48.7dBmv to 44.2dBmv, e.g.: modem doesn't have to scream as loud, but +48 was by no means near the limit (+54 dBmV).
• you are losing station-maintenance ranging (T3 errors) frequently. that's bad, it appears to happen a lot. it's usually indicative of an upstream (return) problem.
• on the other hand, you are having QAM SYNC problems - near the end of the log (but not before), that's loss of downstream, where the CM just can't hold on to the channel. This generates T3 errors as well - as the modem will not see the CMTS's responses to its station maintenance ranging requests. For that, your downstream must be very seriously impaired/disrupted.
• conflicting with the QAM SYNC losses are your near-zero correcteds/uncorrectable errors across 83M code words (that's not packets) - but your uptime was only 14 minutes at that point. This means the problem is intermittent in nature, and likely an RF intrusion issue into the plant (could be anything from a broken fridge at the neighbors' to a taxi cab radio, only OSP can tell).
• there's only 1 failed DCC (dynamic (DS) channel change) in the logs - do you find your modem on different channels at different times? (which would indicate DCC works as defined, but channel moves CAN fail). DCC would be a suspect when you experience resets during long-running downloads.
•There's multiple resets in the logs, but not all log the same way - and modems are known to log too little or inconsistently all the time. The following 6 areas in the log indicate reset events where the modem had to re-range and would be down for 30-90s under average conditions (but substantially longer if the RF disruption continues during the re-ranging, as shown in #2):
#1
2011-11-24,15:11:25 Unicast Ranging Received Abort Response - Re- initializing MAC
#2 (this disruption lasted longer, and was a downstream disruption).
2011-11-25,14:21:14 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2011-11-25,14:21:38 No UCD's Received - Timeout
unset last event repeated 7 times, up to this date/time
#3
2012-01-01,23:35:55 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
2012-01-01,23:35:55 DCC aborted unable to communicate on new upstream channel
2012-01-01,23:36:53 No Ranging Response received - T3 time-out
#4
2012-01-07,10:16:53 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2012-01-07,10:17:01 last event repeated 7 times, up to this date/time
2012-01-07,10:17:01 Unicast Maintenance Ranging attempted - No response - Retries exhausted
2012-01-07,10:17:08 No Ranging Response received - T3 time-out
unset last event repeated 15 times, up to this date/time
unset Init RANGING Critical Ranging Request Retries exhausted
#5 (this one is rather "blank", as it doesn't show the reset itself, only what happened next)
2012-01-23,22:53:30 last event repeated 69 times, up to this date/time
unset DHCP FAILED - Discover sent, no offer received
unset last event repeated 2 times, up to this date/time
unset No Ranging Response received - T3 time-out
unset last event repeated 5 times, up to this date/time
#6
2012-01-24,16:55:29 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout
Whatever it is, you're in bad shape, and only CV can resolve this. An ordinary OOL line tech will probably not find the cause - not if it is this intermittent in nature, and if the problem is not in your house or on your pole tap. Feel free to quote this entire article in the Direct Forum, if you're posting there for help. | |
| reply to great1122
Thanks for the helpful reply cablewizzard, said by cablewizzard:• you are losing station-maintenance ranging (T3 errors) frequently. that's bad, it appears to happen a lot. it's usually indicative of an upstream (return) problem.
I think my downstream receive power level is the culprit, sometimes I catch my modem about to reset while downloading something, whenever I do, the downstream received power level is always 0.0dbmv and the transmit receive power level is always at 33.2dbmv, when this happens I immediately pause my download and then check the levels again and they're back to normal without the modem resetting and I can continue my download. The 33.2dbmv is still within range of the +8 to +54 dbmv, so the problem leads to the 0.0 dbmv downstream received power level, but the Signal to noise ratio is not detecting anything wrong, only thing I can presume now is the chance that Optimum swapped out my other modem ( A Motorola surfband which reset itself constantly whether I was downloading or not downloading) for another faulty modem.
On another note, the wire the tech added that connects to the cable modem looks like it has a horrible connector, it looks like this »img845.imageshack.us/img845/1764···4561.jpg, I don't know if thats a bad connector but all of the other cables have connectors that look like this »www.satelliteinstaller.com/image···mall.jpg. So I replaced my modem's cable with one that connects to tv (with a better connector), but that was a very bad idea as now the modem's cable goes through three splitters and ends up having power levels -7.7dbmv for downstream and 52.7 for upstream(I tried downloading with these ranges and produced the t3 timeout much faster, but if I do this in front of the tech he'll obviously say its due to many splits.) I think it has something to do along the lines of a rip in the cable somewhere or something which affects the downstream if too much stuff tries to come through it (like when I'm downloading a game or anything for a long period of time with high download speeds). Also the tech suggested I switch to a docsis 3.0 modem, do you guys think this will help out with the t3 timeouts, apparently docsis 3.0 is able to catch 3 frequencies but its not the frequencies that are failing. | |
| If your DS signal strength on the modem suddenly goes to 0, that's a failure to measure, likely because the downstream QAM is not currently received.
Transmit dropping by more than 11dB is unrealistic - not even an amp going bats*it crazy: your modem is likely ranging at that point, and that means it's trying different transmit power levels from lowest to highest until it gets a response from the CMTS (at or near the desired power level, which is +44dBmV per your description). If your "US" LED is blinking, it's ranging.
The connector you SHOULD have gotten installed is the second one - a compression fitting, you're right about the first one: it's no longer state of the art, and is prone to being installed poorly, while the compression fitting is hard to mess up 
You'll not get around CV coming out and rewiring your house and/or the tap from the pole (again), and possibly swap the combiner on the pole as well, if it's waterlogged/corroded : insist they send you an employee, not a contractor for the next service appointment, as previous visits have not shown results - that's what you can keep holding in their face, legitimately.
Do complain within 5 days of service visits not showing desired results - that gets poorly performing technicians dinged with demerits for 'repeats', which some rightly deserve, and will eventually lead to their termination. | |
| reply to great1122
Thanks again for your help, things have gotten really bad here, first I think I may have broken my modem, I tried plugging it into different connections to see if it would solve the problem, but it didn't and now that I plugged it back into its original spot, the modem is resetting regardless of rather I'm downloading something, I have lag in all online games for no apparent reason since speedtest.net gives me excellent results close to their advertised 15/2 and sometimes above that and pingtest.net gave me a grade of A and said that I should have no problem playing any internet application. So do you think by moving the modem around and plugging in different r6 cables into it might have broken it, and should I get this modem (a docsis 2) replaced by a docsis 3 (this is the only ok suggestion the tech gave me), the optimum walk in store is fairly close to my house, about a 5 minute drive away, so I have no trouble going there if necessary. | |
jaaPremium,MVM
join:2000-06-13
kudos:2 Reviews:
·Optimum Online
·Vonage
| reply to great1122
If you have not replaced the modem, that is a next step. I would not rush to a D3 modem though - people have posted they are more sensitive to signal issues than the D2 modems.
Trying it at different places would likely eliminate a cabling problem - unless it is the drop. And moving the modem around should not have affected the drop - though if the weather (or something else) changed it is possible that moving the modem was not causing the increase in dropouts you saw.
--
NOTHING justifies terrorism. We don't negotiate with terrorists. Those that support terrorists are terrorists. | |
| This is not a signal issue I'm having, my download speeds are great, it's just a problem with the upstream not receiving a response from the CMTS while I'm downloading something which causes the modem to restart, problems with upstream include: the modem is faulty (which I have replaced it once so it's likely not the issue), some Electromagnetic interference (I also think this is unlikely as this problem has been occurring for months and nothing around the modem would cause an EMI while I'm downloading something and the speed goes too high), or there is something wrong with the cabling(which I can't confirm for sure because all the places I tried before were split from one main connection which I can't turn loose.)
Two questions:
Do technicians use some equipment to put the r6 into the splitter?
And, do you guys think that plugging the modem directly into the cable that's attached to the pole is a good idea to test if the problem is a cable issue? | |
1 edit | reply to great1122
Ok, so the tech came in today, and immediately went to checking the pole since whoever sent him told him that the problem might be in the pole thanks to me telling the guy on the phone that it might be a issue with the pole. So he starts working on the pole and stays on the pole for like 30 minutes, and then his supervisor comes in and checks some stuff around my house, his supervisor leaves and the other tech packs up his stuff and tells me that there is some sort of a leakage around my area for the past couple of months and it's a known issue and gives me a time frame of 2 weeks for the problem to come to a stop. The leakage wasn't caused by my house so there really is no issue with my house. The tech also said that there have been many calls around my area for the same modem resetting issue, so what do you guys think, would that leakage cause my ranging errors? Another thing I should mention is that after the tech finished working on the pole he increased the transmit power by 1.5 db(from 44.2 to 42.7), probably just replaced equipment with some newer ones.
Here are his notes: 
| |
TheWiseGuyDog And ButterflyPremium,MVM
join:2002-07-04
Yonkers, NY
kudos:1 Reviews:
·Optimum Online
| Well hopefully they will solve what seems to be an intermittent ingress(noise) issue soon. In the meantime a download manager *may* help to minimize the impact of the problem with your connection by restarting the interrupted downloads. Some download managers are listed in the info below.
»Software Forum Member Choice »Preferred Download Managers - 2011 Member Choice
--
Warning, If you post nonsense and use misinformation and are here to argue based on those methods, you will be put on ignore. | |
| reply to great1122
They figured out my problem, some wise guy around my house tried to steal internet and installed a bad cable in to the network of cables, so it was disrupting everyone's service around my area for the past couple of months(this started around last summer). So they finally found him, I hope he got arrested and not fined. Anyways they did seem to do something as my speedtests are consistently 20 mbps instead of the 17-18 I used to get last week, and my upstream has gone down to 42.2 as well, haven't tried to download anything yet but I hope that problem has gone away too. | |
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