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mjareo

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Frequent connection reset

We seem to have very frequent connetion issues - to the point that we need to unplug and reset the router once every morning and then sometimes one or two more times during the day.  Is this a good resource to post logs to see if anyone can help me diagnose what is going on?

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MichaelJ

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Hi mjareo, you may find it helpful to include additional details so forum users can reach out to assist you. For example, what is the model # and manufacturer of your router. Is it a combo device (modem and router together)? Or is the router separate from the modem?

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mjareo

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As soon as I posted, I realized that would probably be the case - here is the info:

Modem/Router: Motorola Surfboard SBG6580-G228.  It's a DOCSYS 3.0 modem router combo (Wirless -n, I believe)

Below are a couple pieces of info:

Here are the upstream channels - power levels seem right from what I understand:

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 33000000 Hz 41.7 dBmV
2 Locked TDMA and ATDMA 1 2560 Ksym/sec 21600000 Hz 41.7 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 26500000 Hz 41.7 dBmV
4 Locked TDMA and ATDMA 4 2560 Ksym/sec 37900000 Hz

41.7 dBmV

But here is the event log from the router for the past few days - you can see frequent errors that, according to my research, indicate that the modem connection is being reset. this is playing havoc with my wifi and my connection overall.

 Time   Priority   Description 
 Thu Apr 16 06:41:24 2015    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=:ba;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 19:50:32 2015    Error (4)   DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=;CMTS-MAC=50:57:a8:89:02:a0;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:29:53 2015    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=50:57:a8:89:02:a0;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:29:48 2015    Warning (5)   MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:29:48 2015    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:28:50 2015    Warning (5)   MDD message timeout;CM-MAC=;CMTS-MAC=50:57:a8:89:02:a0;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:28:46 2015    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:28:43 2015    Warning (5)   MDD message timeout;CM-MAC=;CMTS-MAC=50:57:a8:89:02:a0;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:28:38 2015    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:28:23 2015    Critical (3)   SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=d;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:28:19 2015    Warning (5)   MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:28:15 2015    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:27:42 2015    Warning (5)   MDD message timeout;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 10:27:38 2015    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Wed Apr 15 07:50:32 2015    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Time Not Established   Warning (5)   DHCP WARNING - Non-critical field invalid in response ;CM-MAC=;CMTS-MAC=;CM-QOS=1.0;CM-VER=3.0; 
 Wed Apr 15 07:25:38 2015    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 14 09:07:38 2015    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 14 08:33:41 2015    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Tue Apr 14 07:43:51 2015    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 
 Mon Apr 13 07:55:54 2015    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.0; 

 *edited by moderator to remove MAC

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ChrisL

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When I look from this end I'm not even seeing the device online.  Are there any splitters on the cable lines you can try bypassing to see if the signal improves any?

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mjareo

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the only splitter on the line is the one that was installed by a Cox technician to split the line to the 3 receptacles in the house...it is pretty far back in the utility area of the basement up in the rafters, but if you think it would help in diagnosing the issue, I can run the router back there with an extension cord or something.

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ChrisL

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If it's going to be a challenge to try the benefit may not be worth the effort.  It might be easier to arrange for a technician to come out and troubleshoot further.

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mjareo

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It wasn't overly troublesome - I just unplugged what appears to be the main line coming into the house from the splitter and ran my modem back there with an extension cord.  do you want me to grab anything from the router as a starting point?  this is what I have on the general connection settings:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File
Security Enabled BPI+

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 121 813000000 Hz 8.3 dBmV 41.2 dB 0 0
2 Locked QAM256 122 819000000 Hz 7.7 dBmV 40.8 dB 0 0
3 Locked QAM256 123 825000000 Hz 7.2 dBmV 40.3 dB 0 0
4 Locked QAM256 124 831000000 Hz 7.1 dBmV 40.3 dB 0 0
5 Locked QAM256 129 861000000 Hz 7.4 dBmV 39.4 dB 0 0
6 Locked QAM256 130 867000000 Hz 8.3 dBmV 39.5 dB 0 0
7 Locked QAM256 131 873000000 Hz 9.0 dBmV 39.5 dB 0 0
8 Locked QAM256 132 879000000 Hz 9.5 dBmV 39.9 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 33000000 Hz 36.7 dBmV
2 Locked TDMA and ATDMA 1 2560 Ksym/sec 21600000 Hz 36.7 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 26500000 Hz 36.7 dBmV
4 Locked TDMA and ATDMA 4 2560 Ksym/sec 37900000 Hz 36.7 dBmV

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ChrisL

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That's ok, I can get what I need from this end.  The modem appears to be fine at this point.  If this resolves your issue you'll likely need a tech to troubleshoot the outlet.

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mjareo

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Interesting.  Because this was originally an unfinished basement, I actually don't have an outlet.  My setup is:

Line into the house -> 3-way splitter -> cable (provided by Cox tech) straight into the router

In that scenario, should I be looking to the splitter or the cable?

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ChrisL

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It's possible it could be either or even some strange issue with the modem itself since it got restarted in the process.  There wouldn't be a way to really tell for certain without taking some measurements from the lines and/or trying a known good test modem.

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mjareo

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Got it - so the next step would be to schedule someone to come out?  what's the best way to get this history into that visit?

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ChrisL

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The fastest way is to speak to support to discuss your scheduling requirements.  If you prefer however you can email us at cox.help@cox.com and we'll see how we can help there.

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lutheus

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I am going through the exact same thing. (Different equipment though)  I am one step ahead of you though. I had a technician at my house two days ago. He checked everything and said initially that my signals were a bit high. He then worked on them and told me they were actually "perfect". I was told that my problem would go away, but as of 9:00 am this morning I have had at least two reconnections that I am aware of. I exchanged my router for a brand new one a week ago to see if that was the problem.

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ChrisL

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@lutheus

From this end the modem does appear to be healthy.  Do you see this problem when connecting a PC directly to the modem as well?

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mjareo

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I don't think the PC that is wired directly into the modem/router loses connectivity as frequently as wifi resets, but i'm still concerned with all the warnings and errors in the log....

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mjareo

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lutheus - if I understand your timeline correctly, you changed your router out a week ago and still had the connection issues with the new equipment, correct?

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