Odd issue with connection, not sure what's happening.
I own a Arris Surfboard SB8200. Everyday for the past 2 weeks or so, at random times seemingly the modem will just stop functioning.
All of the lights are still on, it still has the blue connectivity light, but there's no data being sent or received,
I can't browse any websites, the router says the modem is disconnected.
After some time, it'll start to finally start with the blinking green lights while it tries to regain connection. This process usually takes 30-minutes to an hour before it finally regains its connection. Sometimes there's an outage in the area, which makes sense, but other times support has said there's no outage happening when this occurs.
If I login to the modem itself via 192.168.100.1 and check the status(Connection) I'll get something resembling the following:
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | 429000000 Hz | Locked |
| Connectivity State | In Progress | Access Denied |
| Boot State | In Progress |
Waiting for DHCP Offer |
This is comparison to how it looks while it's working now:
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | 429000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
On the downstream bonded channels section most of them look normal, with 0 Corrected/Uncorrectables with the exception of 2 channels
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 45 | Locked | QAM256 | 429000000 Hz | 9.3 dBmV | 44.5 dB | 7 | 35 |
| 1 | Locked | QAM256 | 681000000 Hz | 8.1 dBmV | 43.8 dB | 0 | 0 |
| 2 | Locked | QAM256 | 687000000 Hz | 8.1 dBmV | 43.7 dB | 0 | 0 |
| 3 | Locked | QAM256 | 693000000 Hz | 8.1 dBmV | 43.8 dB | 0 | 0 |
| 4 | Locked | QAM256 | 699000000 Hz | 8.2 dBmV | 43.8 dB | 0 | 0 |
| 5 | Locked | QAM256 | 705000000 Hz | 8.2 dBmV | 43.7 dB | 0 | 0 |
| 6 | Locked | QAM256 | 711000000 Hz | 8.2 dBmV | 43.7 dB | 0 | 0 |
| 7 | Locked | QAM256 | 717000000 Hz | 8.4 dBmV | 43.7 dB | 0 | 0 |
| 8 | Locked | QAM256 | 723000000 Hz | 8.4 dBmV | 43.7 dB | 0 | 0 |
| 9 | Locked | QAM256 | 729000000 Hz | 8.5 dBmV | 43.6 dB | 0 | 0 |
| 10 | Locked | QAM256 | 735000000 Hz | 8.5 dBmV | 43.6 dB | 0 | 0 |
| 11 | Locked | QAM256 | 741000000 Hz | 8.5 dBmV | 43.7 dB | 0 | 0 |
| 12 | Locked | QAM256 | 747000000 Hz | 8.6 dBmV | 43.5 dB | 0 | 0 |
| 13 | Locked | QAM256 | 753000000 Hz | 8.7 dBmV | 43.6 dB | 0 | 0 |
| 14 | Locked | QAM256 | 759000000 Hz | 8.6 dBmV | 43.4 dB | 0 | 0 |
| 15 | Locked | QAM256 | 765000000 Hz | 8.8 dBmV | 43.5 dB | 0 | 0 |
| 16 | Locked | QAM256 | 771000000 Hz | 8.9 dBmV | 43.4 dB | 0 | 0 |
| 33 | Locked | QAM256 | 357000000 Hz | 7.6 dBmV | 43.6 dB | 0 | 0 |
| 34 | Locked | QAM256 | 363000000 Hz | 7.8 dBmV | 44.0 dB | 0 | 0 |
| 35 | Locked | QAM256 | 369000000 Hz | 8.0 dBmV | 44.0 dB | 0 | 0 |
| 36 | Locked | QAM256 | 375000000 Hz | 8.2 dBmV | 43.9 dB | 0 | 0 |
| 37 | Locked | QAM256 | 381000000 Hz | 8.5 dBmV | 44.2 dB | 0 | 0 |
| 38 | Locked | QAM256 | 387000000 Hz | 8.6 dBmV | 44.1 dB | 0 | 0 |
| 39 | Locked | QAM256 | 393000000 Hz | 8.8 dBmV | 44.2 dB | 0 | 0 |
| 40 | Locked | QAM256 | 399000000 Hz | 8.9 dBmV | 44.3 dB | 0 | 0 |
| 41 | Locked | QAM256 | 405000000 Hz | 9.1 dBmV | 44.4 dB | 0 | 0 |
| 42 | Locked | QAM256 | 411000000 Hz | 9.2 dBmV | 44.4 dB | 0 | 0 |
| 43 | Locked | QAM256 | 417000000 Hz | 9.0 dBmV | 44.4 dB | 0 | 0 |
| 44 | Locked | QAM256 | 423000000 Hz | 9.3 dBmV | 44.5 dB | 0 | 0 |
| 46 | Locked | QAM256 | 435000000 Hz | 9.4 dBmV | 44.5 dB | 0 | 0 |
| 47 | Locked | QAM256 | 441000000 Hz | 9.1 dBmV | 44.2 dB | 0 | 0 |
| 48 | Locked | QAM256 | 447000000 Hz | 7.9 dBmV | 43.5 dB | 0 | 0 |
| 159 | Locked | Other | 300000000 Hz | 7.7 dBmV | 43.0 dB | 4133164348 | 0 |
Today when it happened, I was twice able to use Cox's automated modem reset feature on their website via my phone to reset the modem. This temporarily resolved the issue. The third time it happened I called tech support they did the same thing, and pretty much hung up on me when I said it was working again. This is the 4th time it's happened, so now I'm trying this forum for maybe somebody to take an interest.
All of the cabling in my home has been replaced, the last tech ran a brand new white coaxial cable from the box outside on my house straight to my modem. The cabling from the box outside to the drop on the telephone pole was also replaced. I can go out and buy a new modem but before I spend $150 doing that I'd like somebody to take a deeper look because between phone tech support and the techs that come out to the house who both say everything is fine I don't know what to do.
The last piece of data I can give is the event log from the modem
Event Log
The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.
| Date Time | Event ID | Event Level | Description |
|---|---|---|---|
| 12/05/2021 03:42 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 19:58 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 19:58 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 19:57 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 18:26 | 67050300 | 5 | "DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 18:26 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 18:14 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 12/04/2021 18:14 | 82001200 | 5 | "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 18:14 | 2436694061 | 5 | "Dynamic Range Window violation" |
| 12/04/2021 18:14 | 82001200 | 5 | "RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 18:14 | 73050400 | 5 | "REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 18:14 | 67061600 | 6 | "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 18:14 | 73040100 | 6 | "TLV-11 - unrecognized OID;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 18:14 | 68000300 | 5 | "DHCP WARNING - Non-critical field invalid in response ;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 2436694066 | 6 | "Honoring MDD; IP provisioning mode = IPv4" |
| 01/01/1970 00:00 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 18:12 | 2436694044 | 3 | "Resetting the cable modem due to docsDevResetNow" |
| 01/01/1970 00:04 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:02 | 68000200 | 3 | "DHCP FAILED - Request sent, No response;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:01 | 68000100 | 3 | "DHCP FAILED - Discover sent, no offer received;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 17:56 | 2436694044 | 3 | "Resetting the cable modem due to docsDevResetNow" |
| 12/04/2021 17:32 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:01 | 68000200 | 3 | "DHCP FAILED - Request sent, No response;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 68000100 | 3 | "DHCP FAILED - Discover sent, no offer received;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 17:18 | 2436694044 | 3 | "Resetting the cable modem due to docsDevResetNow" |
| 12/04/2021 12:47 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:34 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:28 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:28 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:27 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:27 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:27 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:27 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:27 | 82000400 | 3 | "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:27 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:26 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:24 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:24 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 12:24 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 08:37 | 82000500 | 3 | "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 06:56 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 06:56 | 84000500 | 3 | "SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 06:44 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=c8:84:a1:18:98:f1;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 06:43 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" |
| 12/04/2021 06:43 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=18:9c:27:fa:4c:7d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" |
The 12:24-12:37 section can be ignored, this is when the tech came out and disconnected the modem and said everything is fine.
