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Re: Arris Reboots . . . Multiple tech visits, no help.

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Craash wrote:

Recently, Spectrum upgraded our UBEE modem to an Arris TG1672G. Along with the upgrade they replaced the underground wire from the "tap" to our house with RG11. It's about 40 foot.

From the Cable box on the house wall, the primary RG11 feed goes to a 2 pot splitter. One of those is a dedicated line to the Arris and the second feeds an amp mounted in the box which feeds all of the rest of the house with home runs.

Shortly after this change, the Arris would just reboot. It might happen 5 times a day, it might happen 5 times an hour.

A tech made a house visit and replaced the modem. Same make/model.

Same issues.

I'm using the modem in bridge mode, with the firewall and wifi turned off. I'll attach the modem info below.

You can see the reboots in the MTA event log everytime it comes back up and complains about no batter (it's on a large battery backup).

I'd appreciate any help.

RF Parameters
Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 9 621.00 MHz 1.90 dBmV 40.37 dB 256QAM 18960027 0 0
Downstream 2 2 579.00 MHz 2.80 dBmV 40.95 dB 256QAM 18084356 0 0
Downstream 3 3 585.00 MHz 2.90 dBmV 40.95 dB 256QAM 16785988 0 0
Downstream 4 4 591.00 MHz 3.30 dBmV 40.95 dB 256QAM 16507598 0 0
Downstream 5 5 597.00 MHz 3.10 dBmV 40.95 dB 256QAM 16198308 0 0
Downstream 6 6 603.00 MHz 2.70 dBmV 40.37 dB 256QAM 16032248 0 0
Downstream 7 7 609.00 MHz 2.10 dBmV 40.37 dB 256QAM 16161007 0 0
Downstream 8 8 615.00 MHz 1.60 dBmV 40.37 dB 256QAM 17276700 0 0
Downstream 9 1 573.00 MHz 2.70 dBmV 40.37 dB 256QAM 15969888 7 0
Downstream 10 10 627.00 MHz 2.40 dBmV 40.37 dB 256QAM 17838905 0 0
Downstream 11 11 633.00 MHz 2.50 dBmV 40.37 dB 256QAM 16927756 0 0
Downstream 12 12 639.00 MHz 2.60 dBmV 40.37 dB 256QAM 16908455 0 0
Downstream 13 13 645.00 MHz 2.30 dBmV 40.37 dB 256QAM 15930223 0 0
Downstream 14 14 651.00 MHz 1.90 dBmV 40.37 dB 256QAM 17077787 0 0
Downstream 15 15 657.00 MHz 1.60 dBmV 40.37 dB 256QAM 16588118 0 0
Downstream 16 16 663.00 MHz 1.40 dBmV 40.37 dB 256QAM 15764945 0 0
Reset FEC Counters
Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 2 24.20 MHz 40.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 16QAM
Upstream 2 4 37.00 MHz 42.75 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 16QAM
Upstream 3 3 30.60 MHz 41.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 16QAM
Upstream 4 1 19.40 MHz 40.25 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

Status
System Uptime: 0 d: 0 h: 21 m
Computers Detected: staticCPE(2), dynamicCPE(2)
CM Status: Telephony-Reg Complete
Time and Date: Mon 2017-06-26 15:01:56

DOCSIS(CM) Events

Date Time Event ID Event Level Description
6/24/2017 9:34 85010200 5 TCS Partial Service;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/24/2017 13:23 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/25/2017 0:14 85010200 5 TCS Partial Service;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/25/2017 3:50 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/25/2017 18:47 85010200 5 TCS Partial Service;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/25/2017 21:19 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 9:46 84000700 5 RCS Partial Service;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:16 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:16 84000700 5 RCS Partial Service;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:16 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:17 84020200 5 Lost MDD Timeout;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:17 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:17 84020200 5 Lost MDD Timeout;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:17 84000700 5 RCS Partial Service;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:17 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:17 84000700 5 RCS Partial Service;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:17 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:17 84000700 5 RCS Partial Service;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 10:32 85010200 5 TCS Partial Service;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/26/2017 14:47 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=e8:ed:05:5d:9e:c2;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;

PacketCable(MTA) Events

Date Time Event ID Description
6/25/2017 18:47 14 Power Supply Telemetry Log - BATTERY MISSING
6/25/2017 18:47 16 MTA TFTP: Successful
6/25/2017 18:47 26 MTA PROV: Successful!
6/25/2017 18:47 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/26/2017 9:40 14 Power Supply Telemetry Log - BATTERY MISSING
6/26/2017 9:40 16 MTA TFTP: Successful
6/26/2017 9:40 26 MTA PROV: Successful!
6/26/2017 9:40 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/26/2017 9:47 14 Power Supply Telemetry Log - BATTERY MISSING
6/26/2017 9:47 16 MTA TFTP: Successful
6/26/2017 9:47 26 MTA PROV: Successful!
6/26/2017 9:47 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/26/2017 10:13 16 MTA TFTP: Successful
6/26/2017 10:13 26 MTA PROV: Successful!
6/26/2017 10:13 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/26/2017 10:13 14 Power Supply Telemetry Log - BATTERY MISSING
6/26/2017 10:33 14 Power Supply Telemetry Log - BATTERY MISSING
6/26/2017 10:33 16 MTA TFTP: Successful
6/26/2017 10:33 26 MTA PROV: Successful!
6/26/2017 10:33 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/26/2017 10:57 14 Power Supply Telemetry Log - BATTERY MISSING
6/26/2017 10:57 16 MTA TFTP: Successful
6/26/2017 10:57 26 MTA PROV: Successful!
6/26/2017 10:57 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/26/2017 12:48 14 Power Supply Telemetry Log - BATTERY MISSING
6/26/2017 12:48 16 MTA TFTP: Successful
6/26/2017 12:48 26 MTA PROV: Successful!
6/26/2017 12:48 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/26/2017 14:43 14 Power Supply Telemetry Log - BATTERY MISSING
6/26/2017 14:43 16 MTA TFTP: Successful
6/26/2017 14:43 26 MTA PROV: Successful!
6/26/2017 14:43 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS


Greetings,

 

Ms Raye is our modem and signal specialist.  Let's see what she says.  She might recommend that you refer this to a tier 3 tech.  The first thing you should do is don't reset the modem for at least six hours.   This will reset the error logs, same with a cable box. I would suspect ingress on a frequency, especially if the modem was replaced and the same issues are happening.

 

Besides Internet, what other Spectrum services do you have and how are they working?

 

Satch

 


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