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SB6190 intermittent TLV-11 and T3 time out errors

  • 11 August 2023
  • 6 replies
  • 1210 views

Hi! Xfinity is telling me this is a modem problem and it’s not clear to me whether they’re right. Sometimes once or twice a day, sometimes multiple times within less than an hour, I’m getting a TLV-11 followed by a T3 time-out 3 seconds later, like this:

(edit: CM-MAC information removed by the moderator)

Thu Aug 10 18:04:47 2023 6 TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 10 18:04:50 2023 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
 

 

The connection usually comes back up, but having a minute or so of waiting for restart is not good. ANd sometimes it does these things over and over again a couple minutes apart so there’s basically no connection.

 

Yesterday I had a different pattern of errors once, but mostly it was the same as above. Here’s the other errors:

(edit: CM-MAC information removed by the moderator)

Thu Aug 10 18:22:20 2023 6 TLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 10 19:36:46 2023 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 10 21:06:00 2023 5 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
Thu Aug 10 21:21:03 2023 3 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

The status page looked much worse yeterday but here there’s a few suspicious rows:

29 Locked 256QAM 41 669.00 MHz -2.40 dBmV 39.90 dB 1177 8070
30 Locked 256QAM 42 675.00 MHz -2.50 dBmV 39.90 dB 1264 5979
31 Locked 256QAM 43 681.00 MHz -2.60 dBmV 39.20 dB 594 747
32 Locked 256QAM 44 687.00 MHz -3.00 dBmV 41.10 dB 6 0

 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 17 5120 kSym/s 16.40 MHz 54.00 dBmV
2 Locked ATDMA 22 2560 kSym/s 10.40 MHz 54.00 dBmV
3 Locked ATDMA 21 2560 kSym/s 40.40 MHz 53.75 dBmV
4 Locked ATDMA 20 5120 kSym/s 35.60 MHz 53.50 dBmV
5 Locked ATDMA 19 5120 kSym/s 29.20 MHz 53.75 dBmV
6 Locked ATDMA 18 5120 kSym/s 22.80 MHz 53.75 dBmV
 
Any advice? Thank you!

The TLV-11 followed by a T3 time-out error corresponds to the Event log so this is been monitored by Internet Service Provider (ISP).

The few “suspicious row” that you mentioned was the Cable Signal Levels it is within the range that is the Downstream Channel and Upstream Channel.

Check the following link for cable signal levels : 

http://arris.force.com/consumers/articles/General_FAQs/SB6190-Cable-Signal-Levels

Yeah, we got a new modem and it maybe made some difference but we eventually managed to get xfinity to send someone out who replaced some coax cables outside the house and that fixed the problem. I switched back to the old modem and things are still fine. So, xfinity was just lying when they said the problem was definitely my modem according to their logs.

 

With the new cable in place and the old modem, I’ve had a T3 error about once per week which maybe is just a normal thing to be expected? Or should I hunt for maybe a less-damaged but still a cable or connector needing replacement?

Also, should I be worried about these slightly-out-of-range values for the power?

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 20 543.00 MHz 5.20 dBmV 43.38 dB 5379 733
2 Locked 256QAM 13 489.00 MHz 2.90 dBmV 40.95 dB 3006 1999
3 Locked 256QAM 14 495.00 MHz 3.30 dBmV 40.95 dB 1667 151
4 Locked 256QAM 15 507.00 MHz 4.20 dBmV 40.95 dB 6592 1002
5 Locked 256QAM 16 513.00 MHz 4.60 dBmV 40.37 dB 6772 1145
6 Locked 256QAM 17 519.00 MHz 4.70 dBmV 40.95 dB 6082 716
7 Locked 256QAM 18 525.00 MHz 5.10 dBmV 40.95 dB 6377 721
8 Locked 256QAM 19 531.00 MHz 5.10 dBmV 40.37 dB 6355 932
9 Locked 256QAM 21 549.00 MHz 5.10 dBmV 40.95 dB 4438 432
10 Locked 256QAM 22 555.00 MHz 5.20 dBmV 40.95 dB 2698 227
11 Locked 256QAM 23 561.00 MHz 5.10 dBmV 40.95 dB 3446 330
12 Locked 256QAM 24 567.00 MHz 5.10 dBmV 40.95 dB 2730 450
13 Locked 256QAM 25 573.00 MHz 5.20 dBmV 40.95 dB 2972 557
14 Locked 256QAM 26 579.00 MHz 5.30 dBmV 40.95 dB 2586 581
15 Locked 256QAM 27 585.00 MHz 5.30 dBmV 43.38 dB 2414 395
16 Locked 256QAM 28 591.00 MHz 5.20 dBmV 40.95 dB 1811 326
17 Locked 256QAM 29 597.00 MHz 5.30 dBmV 40.95 dB 1313 255
18 Locked 256QAM 30 603.00 MHz 5.40 dBmV 40.95 dB 850 157
19 Locked 256QAM 31 609.00 MHz 5.70 dBmV 43.38 dB 647 99
20 Locked 256QAM 32 615.00 MHz 5.80 dBmV 40.95 dB 533 47
21 Locked 256QAM 33 621.00 MHz 5.90 dBmV 40.95 dB 385 16
22 Locked 256QAM 34 627.00 MHz 6.10 dBmV 43.38 dB 317 31
23 Locked 256QAM 35 633.00 MHz 6.20 dBmV 40.37 dB 276 18
24 Locked 256QAM 36 639.00 MHz 6.50 dBmV 40.95 dB 242 15
25 Locked 256QAM 37 645.00 MHz 6.80 dBmV 41.90 dB 305 0
26 Locked 256QAM 38 651.00 MHz 6.70 dBmV 41.90 dB 247 50
27 Locked 256QAM 39 657.00 MHz 6.90 dBmV 41.90 dB 255 109
28 Locked 256QAM 40 663.00 MHz 6.90 dBmV 41.90 dB 237 30
29 Locked 256QAM 41 669.00 MHz 7.00 dBmV 41.90 dB 224 2
30 Locked 256QAM 42 675.00 MHz 6.70 dBmV 41.10 dB 164 15
31 Locked 256QAM 43 681.00 MHz 6.80 dBmV 41.90 dB 96 56
32 Locked 256QAM 44 687.00 MHz 6.60 dBmV 39.90 dB 207 24

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 19 5120 kSym/s 29.20 MHz 44.75 dBmV
2 Locked ATDMA 22 2560 kSym/s 10.40 MHz 47.21 dBmV
3 Locked ATDMA 21 2560 kSym/s 40.40 MHz 44.75 dBmV
4 Locked ATDMA 20 5120 kSym/s 35.60 MHz 44.25 dBmV
5 Locked ATDMA 17 5120 kSym/s 16.40 MHz 45.25 dBmV
6 Locked ATDMA 18 5120 kSym/s 22.80 MHz 45.25 dBmV

I wouldn’t worry about the power levels. If you see T-3/T-4 timeouts, it usually means a significant degradation somewhere upstream. If you are still seeing the occasional timeout, it’s unlikely to be critical, but would be nice to track down. If you see a lot of errors on adjacent channels, that can be an indicator of RF leakage at the frequency and may help point to a bad connector. Always good to check all connections and grounds to ensure they are clean, tight and dry.


Thank you for the details, here the upstream values are not in accepted level so this needs to be checked again after reconfiguring the modem so please do hard reset on the modem then check again the signal levels.

Even after resetting the modem if the values are same then it needs to be corrected and that can be done by the service provider remotely, all you need to do is to contact your ISP to fix this issue.

What we are checking here is the way the signal comes from out to inside the home. There are some important things that should be within a specific range in order for the internet to work properly.

First, 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.

While I agree with the moderator in general, I’ll observe I’ve been around and around with my ISP on upstream values. (Downstream are terrific.)

Mine are consistently in the high 30s. I’ve never found a way to get the ISP to make a change. And, I believe that is the root cause of the common warning messages.

 

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