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Motorola Surfboard Modem reboots when downloading large files.
Hello, I have been having an issue with my internet connection for the past week. After isolating the problem to my modem by connecting my computer directly to the modem. I would download a large file and the modem would shutdown and reboot. I have found this when looking at the logs of the modem. I have attached the logs and signal levels of the modem. Any help is much appreciated.
Thank You
| Downstream | Value |
| Frequency | 855000000 Hz |
| Signal To Noise Ratio | 36.9 dB |
| Power Level | 23.0 dBmV The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading |
| Upstream | Value |
| Channel ID | 4 |
| Frequency | 35102000 Hz |
| Power | 47.2 dBmV |
| Time | Priority | Code | Description |
| 2013-02-01 20:37:00 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:28 | 3-Critical | D003.0 | DHCP FAILED - Requested Info not supported. |
| 1970-01-01 00:00:07 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2013-02-01 20:36:19 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2013-02-01 20:36:19 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2013-02-01 20:35:47 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-02-01 20:35:33 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-02-01 20:35:32 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-02-01 20:35:32 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-02-01 20:35:31 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-02-01 20:29:00 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-02-01 20:14:27 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:22 | 3-Critical | D003.0 | DHCP FAILED - Requested Info not supported. |
| 1970-01-01 00:00:07 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2013-02-01 20:13:51 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
| 2013-02-01 20:13:51 | 3-Critical | R004.0 | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o |
| 2013-02-01 20:13:19 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-02-01 20:13:05 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-02-01 20:13:05 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-02-01 20:13:04 | 4-Error | C401.0 | DCC-ACK not received |
| 2013-02-01 20:13:03 | 3-Critical | R005.0 | Started Unicast Maintenance Ranging - No Response received - T3 time-out |
| 2013-02-01 20:11:25 | 6-Notice | I401.0 | TLV-11 - unrecognized OID |
| 1970-01-01 00:00:24 | 3-Critical | D003.0 | DHCP FAILED - Requested Info not supported. |
| 1970-01-01 00:00:07 | 6-Notice | M571.1 | Ethernet link up - ready to pass packets |
| 2013-02-01 20:10:40 | 6-Notice | M573.0 | Modem Is Shutting Down and Rebooting... |
ChrisL
Former Moderator
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The downstream to that modem is either running very high or there is a possible modem issue. At 23 you're well above the -15 to +15 downstream power level window which we consider to be acceptable, the closer to 0 the better.
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law2677
New Contributor
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Thanks for the response. The tech came out yesterday and corrected the signal issue on the modem. The downstream is now at 7.0 dBmV. However the same issue appeared after he left. The signal is at 7. I'm suspecting a bad modem. The one I have is 3 years old and thinking of purchasing a newer one.
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law2677
New Contributor
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Update: Purchased another modem the same brand and getting the same thing. I'm currently calling cox to have a tech come out. Hopefully he/she would track down the problem.
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ChrisL
Former Moderator
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It might be interesting to try and capture the modem log again if its still the modem that's rebooting when moving large amounts of data.
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