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lotek10101
@rr.com

lotek10101

Anon

(Delaware, OH) SB5101 reboots every 10-20 minutes

Phone support was no help and can't get a tech here until Thursday (5 days). Sigals seems good and can't seem to get a snapshot indicating otherwise just prior to it restarting. Going out of town Monday so can't swap out at a local TWC shop - and wife would be lost in the process.

Thanks in advance for any help!

[[Signals:]]

Downstream Value
Frequency 639000000 Hz
Signal To Noise Ratio 39.0 dB
Power Level -0.3 dBmV

Upstream Value
Channel ID 3
Frequency 32096000 Hz
Power 46.7 dBmV

[[Log:]]

Time Priority Code Description
1970-01-01 00:01:27 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:1a:66:60:22:9e;
1970-01-01 00:01:23 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:01:08 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:00:58 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:34 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:00:23 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
2013-03-16 18:37:52 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2013-03-16 18:37:52 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2013-03-16 18:37:20 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:00:24 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:1a:66:60:22:9e;
1970-01-01 00:00:17 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
2013-03-16 18:01:28 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2013-03-16 18:01:28 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2013-03-16 18:00:55 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
dude34221
join:2002-06-13
Athens, OH

dude34221

Member

The modem swap is easier than you think. Take modem+power cable to office. Tell them you need a replacement modem. Give account info, done. That is almost verbatim to how my last switchout went.

lotek10101
@rr.com

lotek10101 to lotek10101

Anon

to lotek10101

[update] Re: (Delaware, OH) SB5101 reboots every 10-20 minutes

It appears that have the issue only presents itself when the Xbox is connected and on such as playing COD or watching Netflix. Network hardware is not my forte but could a hardware failure with the Xbox perpetuate this issue?

OSUGoose
join:2007-12-27
Columbus, OH

OSUGoose

Member

Re: [update] Re: (Delaware, OH) SB5101 reboots every 10-20 minut

Could be a overutilization issue that the Xbox amplifies by being bandwidth hungry for Live games. Def need a tech out there to get signal levels and check the utilization on that node.

Jabbu
Premium Member
join:2002-03-06

Jabbu to lotek10101

Premium Member

to lotek10101

Re: (Delaware, OH) SB5101 reboots every 10-20 minutes

I don't think your going to see a "It is XXX causing this". It is going to be a matter of eliminating things.

If you think it maybe the xbox, remove it from the network, and try streaming some netflix on a PC. If it reoccurs on the PC it is not the xbox.

Swap the modem, this is the first thing I would do in your situation.
Jabbu

Jabbu to lotek10101

Premium Member

to lotek10101
Utilization issues often cause degraded service, packet loss, latency, not modem resets.
dude34221
join:2002-06-13
Athens, OH

dude34221

Member

could over utilization from multiple devices coupled with a modem being pushed to its limit with bandwidth lead to crashes/resets? i would especially consider this if lotek has a 30mb package. the 5101 is an older, 30mb max docsis2.0 modem.

lotek, what package do you have? i would check modem stats with xbox in use, and compare them with it unplugged. also clear event log before the test, to isolate error codes.

regardless, i would swap out the modem due to its age. before docsis 3 came to town i went from a sb5101 to a sb6000something modem. it was a slight but noticeable improvement using the same connection.

lotek10101
@rr.com

lotek10101 to lotek10101

Anon

to lotek10101
Let me say thank you to the input thus far - it is much appreciated.

Service is 20meg "turbo"

Wife swapped the modem today and the issue returned while she was streaming a webinar. I assume bandwidth use is moderate with this type of stream. I'm a software guy so my troubleshooting capability is level null.

Tech checked signals again while on the phone and they seem normal - much the same as posted originally. I remoted into home and verified. I had my wife remove the splitter and run straight from two separate outlets and the issue persists. The common denominator when the issue presents itself appears to be moderate to heavy traffic.

Update - I'm remoted into home and writing this reply on the remote PC and my VPN lost connection due to this same issue. Here's an update of signals and log but (to me) they appear as before:

[[signal]]

Downstream Value
Frequency 657000000 Hz
Signal To Noise Ratio 38.6 dB
Power Level -0.4 dBmV

Upstream Value
Channel ID 3
Frequency 32096000 Hz
Power 46.5 dBmV

[[log]]

2013-03-18 19:41:18 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2013-03-18 19:41:01 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:17:ee:50:a8:86;
2013-03-18 19:40:47 3-Critical R002.0 No Ranging Response received - T3 time-out
2013-03-18 19:40:36 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
2013-03-18 19:40:26 3-Critical R002.0 No Ranging Response received - T3 time-out
2013-03-18 19:40:14 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
2013-03-18 19:40:04 3-Critical R002.0 No Ranging Response received - T3 time-out
2013-03-18 19:39:53 6-Notice M572.0 Rng Rsp Abort Status - Reinitialize MAC...
2013-03-18 19:39:53 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
2013-03-18 19:39:40 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received;CM-MAC=00:17:ee:50:a8:86;CMTS-MAC
2013-03-18 19:39:09 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2013-03-18 19:38:47 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
2013-03-18 19:38:21 6-Notice M572.0 Rng Rsp Abort Status - Reinitialize MAC...
2013-03-18 19:38:21 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
1970-01-01 00:00:21 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:17:ee:50:a8:86;
1970-01-01 00:00:12 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
2013-03-18 19:37:20 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2013-03-18 19:37:19 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2013-03-18 19:36:47 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:03:11 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:17:ee:50:a8:86;
1970-01-01 00:03:07 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:02:25 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:02:15 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:01:15 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:01:05 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:54 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:00:44 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:35 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:00:25 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
2013-03-18 19:28:17 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2013-03-18 19:28:17 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2013-03-18 19:27:45 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2013-03-18 15:13:49 6-Notice D106.0 DHCP Renew - lease parameters Time Protocol Servers modified;CM-MAC=00:17:ee:50:
2013-03-18 15:13:49 4-Error D103.0 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=00:17:ee:50:a8:8
2013-03-18 14:45:43 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
1970-01-01 00:03:19 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:17:ee:50:a8:86;
1970-01-01 00:03:08 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:02:10 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:02:00 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:01:50 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:01:40 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:44 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:00:34 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:24 3-Critical R001.0 No Maintenance Broadcasts for Ranging opportunities received - T2 time-out
1970-01-01 00:00:14 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets

Jabbu
Premium Member
join:2002-03-06

1 edit

Jabbu to lotek10101

Premium Member

to lotek10101
Did you swap power packs? What modem do you have now, is it a d2 or d3?

If I was in your shoes I'd setup a service call and be home while the tech is on-site to show him exactly what is going on. It is going to require some advanced troubleshooting and may be overlooked if your not home. Have him check for noise tap to modem.

Does this happen with a speedtest, or does it need X time before it recycles?

If you got another docsis2.0 modem I would request a 3.0 modem stating you are having severe disconnect issues.

You could also try a computer direct to the modem to eliminate any router issue.

mackey
Premium Member
join:2007-08-20

mackey

Premium Member

said by Jabbu:

You could also try a computer direct to the modem to eliminate any router issue.

Um, did you look at the logs he posted?
said by lotek10101 :

2013-03-18 19:38:47 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
2013-03-18 19:38:21 6-Notice M572.0 Rng Rsp Abort Status - Reinitialize MAC...
2013-03-18 19:38:21 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
1970-01-01 00:00:21 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:17:ee:50:a8:86;
1970-01-01 00:00:12 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
2013-03-18 19:37:20 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2013-03-18 19:37:19 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o

That's clearly not a router problem.

I am however going to 2nd the "noise" suggestion. He needs someone out to check the lines.

/M
dude34221
join:2002-06-13
Athens, OH

dude34221

Member

i kindly disagree with noise, as the signal levels are in line for docsis 3.0 spec. could noise affect connection even with good signals displayed? also, what is the new modem model? and as stated above, did you switch out powerpacks too?

mackey
Premium Member
join:2007-08-20

mackey

Premium Member

Signal levels and noise are completely separate. You can have a hot/strong signal while being so noisy it's unusable. One of the upstream channels around here was like that a few months ago - power level was around 45 but I was seeing anywhere between 20% and 80% packet loss. I managed to reboot it enough until I got it to lock onto a different upstream channel and the packet loss immediately went away.

Only 3 of the 4 signal stats have been posted: he did not say what his upstream SNR is. The only way to get that is to call into tier 3 and ask them as it can only be measured at the headend.

And to answer one of your questions, it's a SB5101.

/M
lotek101011
join:2013-03-19
New York, NY

lotek101011 to lotek10101

Member

to lotek10101
(and registered - no more anon)

lotek10101
@rr.com

lotek10101 to lotek10101

Anon

to lotek10101
It was a 1:1 switch SB5101 (docsis 2.0). I had my wife ask for an upgraded model but all they had were modem/router combos so she stuck with the same model. Power pack is also new. Have also tried different power outlets on different circuits to mitigate possible issues in that area.

Phone tech said, "Signals appear fine..." followed shortly after with, "...oh it just rebooted. You need a new modem." I explained that I just got a new modem and would call them to schedule a tech visit for next week.

It appears that if unused, the the modem is stable. With moderate to heavy use, it will reboot after x minutes. If this use continues after the reboot, x degrades over time. For example, this morning I decide I'm going to "stress test" it with some COD:BO2 as well as some heavy FTP traffic. As it comes back online, I continue the use and the time between restarts decreases over time.

I looked out the window and the cable was glowing hot and smoking (kidding)

I'm going to try to get a tech out here on Monday when I know I'll be home.

cmatties
Only the strong will survive. HAHA
join:2005-03-04
Green Springs, OH

cmatties to lotek10101

Member

to lotek10101
there is noise on your line. the only way they can check for that is at the CMTS. and then thats a all day thing. just went through this my self. 2 modems later and a new drop finally figured it was noise.

Jabbu
Premium Member
join:2002-03-06

Jabbu to mackey

Premium Member

to mackey
said by mackey:

said by Jabbu:

You could also try a computer direct to the modem to eliminate any router issue.

Um, did you look at the logs he posted?
said by lotek10101 :

2013-03-18 19:38:47 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
2013-03-18 19:38:21 6-Notice M572.0 Rng Rsp Abort Status - Reinitialize MAC...
2013-03-18 19:38:21 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
1970-01-01 00:00:21 5-Warning D003.0 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=00:17:ee:50:a8:86;
1970-01-01 00:00:12 3-Critical R002.0 No Ranging Response received - T3 time-out
1970-01-01 00:00:08 6-Notice M571.1 Ethernet link up - ready to pass packets
2013-03-18 19:37:20 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2013-03-18 19:37:19 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o

That's clearly not a router problem.

I am however going to 2nd the "noise" suggestion. He needs someone out to check the lines.

/M

M,

Routers can cause modems to reboot and the modem can log exactly what you see in the log.
Jabbu

Jabbu to cmatties

Premium Member

to cmatties
said by cmatties:

there is noise on your line. the only way they can check for that is at the CMTS. and then thats a all day thing. just went through this my self. 2 modems later and a new drop finally figured it was noise.

Noise can be anywhere from the modem all the way to the node and possibly at the combiner in the CMTS. Usually if it is affecting one person for days, its modem to pole related.

cmatties
Only the strong will survive. HAHA
join:2005-03-04
Green Springs, OH

cmatties

Member

mine was further down the line. i think he said there was niose all the way in clevland that was affecting me. the tech also told me that i wasn't the only one affected. i few other on the node i'm on had problems.

Jabbu
Premium Member
join:2002-03-06

Jabbu to lotek10101

Premium Member

to lotek10101
WTF? There is no way RF is going 80 miles from port clinton to cleveland. Within a mile of you should be a node which takes all RF into fiber back to a headend that should be within a few miles of you.

Fiber is immune to RFI, if there was a issue in cleveland affecting you, it sounds like a router.
dude34221
join:2002-06-13
Athens, OH

dude34221 to lotek10101

Member

to lotek10101
what is the cabling situation like in your house? splitters and age of wire? it couldnt hurt to double check it. have you tried connecting modem direct to drop and attempt to recreate issue?