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Arris NVG578HLX rebooting randomly

  • 2 September 2023
  • 5 replies
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My Arris NVG578HLX from Ziply Fiber is rebooting randomly, Sometimes 3-4 times a day. The logs are being filled with the following:

2023-09-02T13:28:15-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:28:15-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:28:13-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:28:13-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:28:13-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:28:13-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:28:06-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:28:06-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:27:57-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:27:57-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:27:52-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:27:52-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists
2023-09-02T13:27:49-07:00 L5 sdb[3075]: get_ext_info : Interfaces key doesn't exists

 

Ziply is no help at all and claims that is normal

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Best answer by SURFboard Moderator 7 September 2023, 11:05

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S
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Hello 5ft24

                         The logs are Values read by technicians from the internet provider end, since the logs are what the coaxial cable transmits and the log screen on the router is the translator so can be easily read by them, the coaxial cable is owned by the Internet service provider. If your Event Log is reporting a high volume of errors, this would indicate a potential CMTS signal issue. I apologize but we currently don't have support for the NVG578HLX I recommend that you contact your service provider for assistance.

SURFboard Community Moderator Team
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This isn’t a cable modem.  Ziply has a fiber to ethernet converter, then ethernet to the router.  I have fought them until I am blue in the face, and they keep sending replacement routers.  One tech said it was a known issue “in my area”, and said they had a new firmware to patch the issue.  they flashed it and no issues for 2 weeks then it started all over again.  I have asked them to check/replace the fiber to ethernet converter and they say that it cannot be the issue.  They have tested every ethernet cable in my house to make sure there are no cabling issues  I have another tech coming out tomorrow.  Part of the issue with diagnosing this is when the router reboots, all the logs are cleared so they cannot see what is happening just prior to the reboot

S
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Arris supports only the retail products that are available on surfboard.com but not the ISP lease products. 
Please contact your ISP for further assistance.

SURFboard Community Moderator Team
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ISP is clueless. They keep replacing the device and they all do the same thing. Not one person from Ziply Fiber has tried to troubleshoot the issue

S
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Since this modem is discontinued from ARRIS, there is no longer support for to proceed any further troubleshooting steps.

 

SURFboard Community Moderator Team

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