W.O.W. → SB8200 rebooting every few minutes

My SB8200 has been pretty solid for a while now. Today it decided it wants to reboot every few minutes. WOW says the signals look good and that it's my router. I have a new Synology RT2600AC which has also been solid.

I rebooted both the modem and the router per WOW and the problem is still happening.

Can somebody help please?

Software Version D31CM-PEREGRINE-1.0.1.0-GA-04-NOSH

I have two more screenshots I'm trying to upload for the Event Logs

2-18-2018, 18:43:3
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:43:2
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:42:32
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:42:30
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:42:0
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:41:59
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:41:29
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:41:28
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:40:58
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:40:57
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:40:27
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:40:26
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:39:56
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:39:54
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:39:24
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:39:23
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:38:53
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:38:53
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:38:23
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:38:22
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:37:52
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:37:51
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:37:21
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:37:21
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:36:51
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:36:50
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:36:20
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:36:19
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:35:49
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:35:47
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:35:17
Critical(3)
"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC= ;CMTS-MAC= ;CM-QOS=1.1;CM-VER=3.1;"
2-18-2018, 18:35:16
Critical(3)
"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=9

your power levels are all quite low and your SNR I believe are borderline low too.

I would get a tech out. Could be ingress or your drop could be smoked.

Before scheduling a tech visit I'd recommend calling CS and subscribing to truck rolling fee (you can cancel it later). Otherwise they're going to charge you $50. Especially considering the fact your own SB8200 and they absolutely love to put all the blame on customer' owned modem (especially if it's SB8200).

Having the same problem. Im on the 300/20 subscription. Started last night 2/20 around 19:30est. Modem had been rock solid since begining of november 2017 when wowMike pushed firmware to the modem to help with the reboots the modem experiencing from the docsis 3.0 to 3.1 upgrade in my area. Prior to that it had been running problem free from May 2017 to October 2017.

Modem rebooted three times in 30 minutes. Was doing something important on the internet at the time so I wasn't able to troubleshoot. I had to pull the SB8200 and plug in the wow modem. WOW modem had no issues.

Hoping to be able to investigate tonight. However the symptoms are so similar to the problems I had back in October that I'm sure it's something on wows end compatibility wise.

Thanks everyone. I called WOW and they told me that my levels are fine and that it is the router that is the problem. Sigh. Until the modem is officially supported I'll have to live with it.

They did a truck roll a couple of months ago and found an issue outside.

I'd honestly try calling again or maybe try the facebook rep and say you would like a tech to come out as your signal levels are low and you are getting errors on every channel.

That’s pretty dumb. Your levels are garbage. I would call again. If not unplug your modem then call. That will force them.

Those are horrible numbers. Rent their modem if you have to for a month and then see what happens.

When I have numbers in that range (-5 to -9), typically during the summer, the lead tech in my area says they are fine. I probably won't be having reboot issues like the OP but it would be good if there could be consistency on what is considered an acceptable signal range.

-8 is honestly the lowest I will go. Transmit however I will let 49 pass.

I'm calling them again. I can't handle this anymore

They are sending a tech out Thursday to clear the lines. Phone tech had no idea why the modem would reboot itself and that it shouldn't but might be a modem problem. *shrug* it's a brand new modem.

Tech came out last thursday to clear the lines. His equipment showed good power levels all the way to the modem. Levels dropped once the modem was hooked up. Worked great for 1.5 days but now I’m back at square one.

So frustrating. Guess I’ll call back with my logs and request a test CMS8200 like the tech suggested to rule out my modem.

What firmware do you have on your SB8200?

I have another tech coming out tomorrow

Standard Specification Compliant DOCSIS 3.1
Hardware Version 4
Software Version D31CM-PEREGRINE-1.0.1.0-GA-04-NOSH

Should I ask wow to push the firmware again? I’ve been on that firmware for months but others are saying it’s really stable now and wow supports the sb8200.

I still say that your power levels are at the borderline of too low as are your SNR levels.

Agreed. Your power levels suck. Also, is your SB8200 running really hot? Have you considered requesting a replacement from your seller?

This has been discussed. To say their levels "suck" when WOW! techs themselves will say they are acceptable is a disconnect for sure.

I bought the modem from best buy on November 11th. I've had it too long.

I reached out to Arris and they said my levels are too low. That the upstream needs to be 45dB or higher. I pasted the Arris chat in a text message to the WOW tech and let them go back and forth. He says 34dB to 50dB is the normal range for their network and is puzzled why other modems are showing this behavior if 45dB is required. He said they could bump up the levels and he was going to ask his lead for a test modem for me. Arris confirmed that the SB8200 and the CM8200 theoretically have the same power level requirements. Since Arris says the levels are too low that I doubt I can get a replacement from them under warranty.

Everyone is saying the levels are too low except WOW. I'm at my wits end. I'm about to call them and tell them I want out of my "contract"

FWIW, Arris did say the latest firmware is D30CM-OSPREY-1.5.2.3-GA-01-NOSH. I'm at D31CM-PEREGRINE-1.0.1.0-GA-04-NOSH

45 dDmV for upstream is a bit of a stretch. 40 is a golden middle. 35 is borderline low. Your SNR and Power levels for downstream are really low as well. Also, the 400 MHz band for downstream looks reeeealy weird (afaik 500-700 bands are being usually used).

My levels:

How long is your drop, is it old or fairly new. RG6 or RG11. I have no clue why the WOW techs are saying that’s good. Those levels are garbage. Send me a PM with your MAC address. I’ll take a look.

After a widespread neighborhood outage two weeks ago my upstream jumped from 42 to 49+ (it goes up as the day warms). I am noticing some problems that I am sure are related. Its frustrating to know from a simple search or reading a forum that the value is not good but getting WOW! to understand and fix it is difficult.See above. I posted my own thread but am having the same issue where in my case high upstream signal is not being treated as a problem.

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