US Cable Support > Time Warner Internet Services > [TWC] Time warner cable and Motorola Surfboard 6141

reply to Scotsman

Re: [TWC] Time warner cable and Motorola Surfboard 6141

Thanks. I had some ancient scientific atlanta WebSTAR EPC2203

Firmware info:

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.3-SCM03-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.
Hardware Version: 7.0
Serial Number: 348781213900943606010001
Firmware Build Time: Aug 18 2011 10:27:53

Event log:

Jan 18 2013 22:01:42 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxx;CMTS-MAC=00:15:f9:2a:29:60;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 18 2013 21:42:14 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxx;CMTS-MAC=00:15:f9:2a:29:60;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 18 2013 21:40:46 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxx;CMTS-MAC=00:15:f9:2a:29:60;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:15:f9:2a:29:60;CM-QOS=1.1;CM-VER=3.0;
Jan 18 2013 21:34:58 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=20:xxxxx;CMTS-MAC=00:15:f9:2a:29:60;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 18 2013 21:33:33 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 18 2013 20:46:45 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 18 2013 20:28:41 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 18 2013 20:17:08 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=20:e5:64:5b:b8:58;CMTS-MAC=00:15:f9:2a:29:60;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 18 2013 18:46:05 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Jan 18 2013 18:22:28 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxx;CMTS-MAC=xxxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:14 6-Notice Cable Modem Reboot due to power reset ;CM-MAC=xxxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

How often are you resetting it? I'm assuming that every single "Cable Modem Reboot due to power reset" event is you power cycling the modem, but if that is not the case and it is doing this on its own, you might have a power supply or modem issue.

When you start to have problems, does it eventually start working normally again without being power cycled? Or is a power cycle the only way to fix it?

If possible, it may be necessary to leave the modem on and grab the signal stats & logs during and immediately after the problem happens without rebooting the modem.

I have been regularly resetting it. Seems to be the quickest way to clear the problem.

And yes, it does eventually start working again after sometime - the pings come back to a more usual 25ms or so.

I'll try and grab those logs at the point of failure as you suggest. Watch this space

Your previous modem was not DOCSIS 3, so there could be an issue on TWC's side that only impacts DOCSIS 3 devices, but I kind of doubt it in this situation. Are you seeing any T3 or T4 timeouts anywhere in the modem logs?

If everything worked before and the modem is the only thing that changed, I would be inclined to try a different model of modem to rule out any strange firmware bugs or compatibility issues. There have been multiple firmware revisions since the one installed on your modem. Currently, TWC is currently refusing to even talk about pushing firmware updates to customer owned modems on the supported device list. You can't install it yourself either since Motorola won't provide it to customers and there is no interface to flash the update from the customer side.

The Zoom 5341J (note the J - the DOCSIS 3 8x4 model, not the old 5341 which is only 4x4 and not on the approved device list) is a good modem. A small number of people seem to have problems with it dropping the connection for a few seconds every 2.5 days, but that is a lot better than what you are seeing. It always comes back without a power cycle being required.

I assume you have already eliminated your router/firewall as the cause for the issue. I highly doubt that has anything to do with it but it makes sense to check just in case.