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S33 Modem Rebooting

  • 14 November 2023
  • 1 reply
  • 128 views
J

Moden is less than 2 months old, I had no problems until a few days ago and now just looking at my event log there's more than 150 (Yes, 150) disconnects since the 10th of november, 50 reboots daily. On the 12th it went from 5am-7pm without reboots according to my log (I didn't do anything) and then it went back to rebooting.

 

Already checked the coax cable, manually rebooted the modem, reset the modem, changed power outlets (router on the same power strip doesn't reboot either) and I also left it on without the coax cable and it still rebooted after 30 minutes (I don't know if that's on purpose).

 

I can see the LED change from solid blue -> solid orange -> blinking green -> solid blue over and over again every few minutes (haven't had a solid hour today without rebooting). It doesn't ever turn fully off.

 

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
37 Locked QAM256 189000000 Hz 2 dBmV 43 dB 0 0
5 Locked QAM256 759000000 Hz 3 dBmV 43 dB 0 0
13 Locked QAM256 807000000 Hz 1 dBmV 42 dB 0 0
19 Locked QAM256 843000000 Hz 0 dBmV 42 dB 0 0
20 Locked QAM256 849000000 Hz 0 dBmV 42 dB 0 0
21 Locked QAM256 855000000 Hz 0 dBmV 42 dB 0 0
22 Locked QAM256 861000000 Hz 0 dBmV 42 dB 0 0
23 Locked QAM256 867000000 Hz 0 dBmV 42 dB 0 0
24 Locked QAM256 873000000 Hz 0 dBmV 42 dB 0 0
25 Locked QAM256 117000000 Hz 2 dBmV 43 dB 0 0
26 Locked QAM256 123000000 Hz 2 dBmV 43 dB 0 0
27 Locked QAM256 129000000 Hz 2 dBmV 43 dB 0 0
28 Locked QAM256 135000000 Hz 2 dBmV 43 dB 0 0
29 Locked QAM256 141000000 Hz 2 dBmV 43 dB 0 0
30 Locked QAM256 147000000 Hz 2 dBmV 43 dB 0 0
31 Locked QAM256 153000000 Hz 2 dBmV 43 dB 0 0
32 Locked QAM256 159000000 Hz 2 dBmV 43 dB 0 0
33 Locked QAM256 165000000 Hz 2 dBmV 43 dB 0 0
34 Locked QAM256 171000000 Hz 2 dBmV 43 dB 0 0
35 Locked QAM256 177000000 Hz 2 dBmV 43 dB 0 0
36 Locked QAM256 183000000 Hz 2 dBmV 43 dB 0 0
38 Locked QAM256 195000000 Hz 2 dBmV 43 dB 0 0
39 Locked QAM256 201000000 Hz 2 dBmV 43 dB 0 0
40 Locked QAM256 207000000 Hz 2 dBmV 43 dB 0 0
41 Locked QAM256 213000000 Hz 2 dBmV 43 dB 0 0
42 Locked QAM256 219000000 Hz 2 dBmV 43 dB 0 0
43 Locked QAM256 225000000 Hz 2 dBmV 43 dB 0 0
44 Locked QAM256 231000000 Hz 2 dBmV 43 dB 0 0
45 Locked QAM256 237000000 Hz 2 dBmV 43 dB 0 0
46 Locked QAM256 243000000 Hz 2 dBmV 43 dB 0 0
47 Locked QAM256 249000000 Hz 2 dBmV 43 dB 0 0
48 Locked QAM256 255000000 Hz 2 dBmV 43 dB 0 0
159 Locked OFDM PLC 300000000 Hz 2 dBmV 42 dB 794269 0
160 Locked OFDM PLC 918000000 Hz 0 dBmV 41 dB 344936 0
Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 17600000 Hz 6400000 43.0 dBmV
2 Locked SC-QAM 24000000 Hz 6400000 43.3 dBmV
3 Locked SC-QAM 30400000 Hz 6400000 43.5 dBmV
4 Locked SC-QAM 36800000 Hz 6400000 44.5 dBmV
6 Locked OFDMA 36800000 Hz 44000000 37.2 dBmV

 

31/12/1969
16:00:15		 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 108MHz.
31/12/1969
16:00:21		 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:22		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz.
31/12/1969
16:00:28		 6 Honoring MDD; IP provisioning mode = IPv4
31/12/1969
16:00:30		 5 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.1;
13/11/2023
20:30:20		 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-85MHz.
13/11/2023
20:30:20		 6 TLV-11 - unrecognized OID;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.1;
13/11/2023
20:30:25		 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.1;
13/11/2023
20:30:26		 6 DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.1;
13/11/2023
20:30:32		 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.1;
13/11/2023
20:30:32		 5 Dynamic Range Window violation
13/11/2023
20:30:33		 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.1;
13/11/2023
20:30:33		 5 Dynamic Range Window violation
13/11/2023
20:30:42		 6 US profile assignment change. US Chan ID: 8; Previous Profile: 13; New Profile: 9 13.;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.1;
13/11/2023
20:32:16		 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.1;
13/11/2023
20:32:16		 5

Dynamic Range Window violation
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Best answer by SURFboard Moderator 16 November 2023, 02:35

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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.

The SNR should be above 33 on all of them. The downstream power should always be between -15 and +15. The closer to 0 the better connection. Finally, your upstream power should always be between +45 and +51

On all of those values you should not have more than 3 decibels (or dB) between the lowest and the highest

By having the values in less than that, your device will have interrupted connection, slow or no connection at all.

So for this case we would suggest you to contact your internet service provider to re provision modem and correct the signal level and then monitor connection for next 24hrs and if still same issue persist please do reach out to arris.com/consumersupport for further assistance if the modem is under warranty.

 

SURFboard Community Moderator Team

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