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SB8200 connection is dropping

  • January 17, 2024
  • 1 reply
  • 476 views
P
The Many
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Hello, my SB8200 is dropping intermittently for about a few minutes and then reconnects. I had this same issue last year where I had to get a replacement SB8200. Here is my event log and upstream/downstream. Any ideas about what could be causing the issue? I have sent a ticket to my ISP, but wondering if this is a reoccurring Arris issue?

 

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
17 Locked QAM256 663000000 Hz 2.7 dBmV 41.7 dB 2 0
1 Locked QAM256 567000000 Hz 3.0 dBmV 41.0 dB 0 0
2 Locked QAM256 573000000 Hz 2.6 dBmV 41.5 dB 0 0
3 Locked QAM256 579000000 Hz 2.4 dBmV 42.0 dB 0 0
4 Locked QAM256 585000000 Hz 2.6 dBmV 35.2 dB 0 0
5 Locked QAM256 591000000 Hz 2.6 dBmV 36.5 dB 0 0
6 Locked QAM256 597000000 Hz 2.4 dBmV 40.9 dB 0 0
7 Locked QAM256 603000000 Hz 2.4 dBmV 41.1 dB 0 0
8 Locked QAM256 609000000 Hz 2.5 dBmV 41.4 dB 0 0
9 Locked QAM256 615000000 Hz 2.4 dBmV 40.5 dB 0 0
10 Locked QAM256 621000000 Hz 2.6 dBmV 41.7 dB 0 0
11 Locked QAM256 627000000 Hz 2.5 dBmV 40.9 dB 0 0
12 Locked QAM256 633000000 Hz 2.6 dBmV 41.5 dB 0 0
13 Locked QAM256 639000000 Hz 2.7 dBmV 41.3 dB 0 0
14 Locked QAM256 645000000 Hz 2.7 dBmV 41.4 dB 0 0
15 Locked QAM256 651000000 Hz 2.4 dBmV 41.7 dB 0 0
16 Locked QAM256 657000000 Hz 2.6 dBmV 41.8 dB 0 0
18 Locked QAM256 669000000 Hz 2.9 dBmV 41.7 dB 2773 2532
19 Locked QAM256 675000000 Hz 2.7 dBmV 41.1 dB 251 92
20 Locked QAM256 681000000 Hz 2.7 dBmV 41.6 dB 0 0
21 Locked QAM256 687000000 Hz 2.6 dBmV 41.3 dB 0 0
22 Locked QAM256 693000000 Hz 2.7 dBmV 41.5 dB 0 0
23 Locked QAM256 699000000 Hz 2.5 dBmV 41.0 dB 0 0
24 Locked QAM256 705000000 Hz 2.5 dBmV 41.5 dB 0 0
193 Locked Other 510000000 Hz 3.9 dBmV 35.8 dB 1393878351 0
194 Locked Other 765000000 Hz 0.0 dBmV 38.5 dB 1393878351 0

 

 

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM Upstream 17900000 Hz 3200000 Hz 44.0 dBmV
2 2 Locked SC-QAM Upstream 23700000 Hz 6400000 Hz 44.0 dBmV
3 3 Locked SC-QAM Upstream 30200000 Hz 6400000 Hz 43.0 dBmV
4 4 Locked SC-QAM Upstream 36800000 Hz 6400000 Hz 44.0 dBmV

 

 

The Event logs states I get:

  • DHCP FAILED - Discover sent, no offer received
  • SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
  • No Ranging Response received - T3 time-out
  • Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

 

Best answer by SURFboard Moderator

Here we are checking 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.

So 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 so contact your ISP to re provision the modem.

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, I wouldn't be able to tell you what that means.

If your Event Log is reporting a high volume of errors, this would indicate a potential CMTS signal issue. To troubleshoot these errors, we would like to note the current signal levels being used by your (SB8200).

 

This topic has been closed for replies.

1 reply

S
Wi-Fi Warriors
Forum|alt.badge.img+42

Here we are checking 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.

So 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 so contact your ISP to re provision the modem.

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, I wouldn't be able to tell you what that means.

If your Event Log is reporting a high volume of errors, this would indicate a potential CMTS signal issue. To troubleshoot these errors, we would like to note the current signal levels being used by your (SB8200).

 

SURFboard Community Moderator Team
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