SB8200 Not Connecting to Optimum

Question

I just recently purchased an SB8200 and it will not connect to optimum, I’ve had a tech out and he was able to connect one of their modems to the network but couldn’t get my modem to connect. Phone call with support also was unhelpful as they said they don’t know why it won’t activate and they said to reach out to Arris. It just gets stuck on solid UP/DOWN lights and flashing connecting and than cycles that forever. Below is the event viewer from the last time they tried to activate the modem.

14/04/2024 02:14:18   notice   GUI Login Status - Login Sucess from LAN interface; client ip=[192.168.100.20];CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:14:08   notice   GUI Login Status - Login Fail from LAN interface; client ip=[192.168.100.20];CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:14:03   critical   Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:14:03   critical   TLV-11 - Illegal Set operation failed;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:51:50   error   Primary lease failed, IPv4 fallback initiated;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:51:50   critical   DHCP failed - RS sent, no RA received;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:51:50   notice   GUI Login Status - Login Fail from LAN interface; client ip=[192.168.100.20];CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:51:28   critical   No Ranging Response received - T3 time-out;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:51:07   notice   Cable Modem Reboot due to power reset;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:11:23   critical   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:11:20   warning   Lost MDD Timeout;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:11:16   critical   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:08:49   critical   Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:08:49   critical   TLV-11 - Illegal Set operation failed;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:08:46   error   Primary lease failed, IPv4 fallback initiated;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:08:46   critical   DHCP failed - RS sent, no RA received;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:08:25   critical   No Ranging Response received - T3 time-out;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:08:11   critical   TFTP Request Retries exceeded, CM unable to register
14/04/2024 02:08:11   critical   TFTP failed - Request sent - No Response;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:05:08   critical   Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:05:08   critical   TLV-11 - Illegal Set operation failed;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:05:05   error   Primary lease failed, IPv4 fallback initiated;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:05:05   critical   DHCP failed - RS sent, no RA received;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:04:42   critical   No Ranging Response received - T3 time-out;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:04:12   critical   TFTP Request Retries exceeded, CM unable to register
14/04/2024 02:04:12   critical   TFTP failed - Request sent - No Response;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:02:07   notice   GUI Login Status - Login Sucess from LAN interface; client ip=[192.168.100.20];CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:01:09   critical   Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 02:01:09   critical   TLV-11 - Illegal Set operation failed;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:51:49   error   Primary lease failed, IPv4 fallback initiated;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:51:49   critical   DHCP failed - RS sent, no RA received;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 18:51:27   critical   No Ranging Response received - T3 time-out;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 01:58:50   notice   Cable Modem Reboot due to reset button;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 01:58:49   notice   Reset to Factory defaults initiated by reset button;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 01:57:22   critical   Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 01:57:22   critical   TLV-11 - Illegal Set operation failed;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 01:57:17   error   Primary lease failed, IPv4 fallback initiated;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 01:57:17   critical   DHCP failed - RS sent, no RA received;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 01:56:55   critical   No Ranging Response received - T3 time-out;CM-MAC=8c:76:3f:fc:ce:7b;CMTS-MAC=00:01:5c:c0:04:4a;CM-QOS=1.1;CM-VER=3.1;
14/04/2024 01:56:28   critical   TFTP Request Retries exceeded, CM unable to register

Thanks in advanced.

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Best answer by SURFboard Moderator 15 April 2024, 23:55

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SURFboard Moderator · Accepted Answer

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).

Activating modem is only with the service provider so please do check the modem by connecting to the power and any device for direct connection to check the IPV4 address to isolate the issue. Also try accessing modem GUI on direct connection.

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