Random Disconnections or Lagging on Arris SB6190

This has been happening more and more throughout the day and today about every 1 hour.

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	4	417.00 MHz	1.50 dBmV	38.61 dB	643530	763061
2	Locked	256QAM	1	399.00 MHz	2.10 dBmV	40.37 dB	579805	676444
3	Locked	256QAM	2	405.00 MHz	1.70 dBmV	38.98 dB	610800	706638
4	Locked	256QAM	3	411.00 MHz	1.10 dBmV	38.98 dB	632572	736547
5	Locked	256QAM	5	429.00 MHz	0.90 dBmV	40.37 dB	689096	791863
6	Locked	256QAM	6	435.00 MHz	1.40 dBmV	38.61 dB	505555	519425
7	Locked	256QAM	7	441.00 MHz	2.00 dBmV	40.37 dB	707877	717385
8	Locked	256QAM	8	453.00 MHz	0.90 dBmV	40.37 dB	709768	723586
9	Locked	256QAM	9	459.00 MHz	1.60 dBmV	38.98 dB	685078	701621
10	Locked	256QAM	10	465.00 MHz	1.30 dBmV	38.61 dB	698964	727446
11	Locked	256QAM	11	471.00 MHz	0.60 dBmV	38.61 dB	713233	914479
12	Locked	256QAM	12	477.00 MHz	1.20 dBmV	38.98 dB	688758	684117
13	Locked	256QAM	13	483.00 MHz	1.70 dBmV	38.98 dB	668993	750318
14	Locked	256QAM	14	489.00 MHz	0.90 dBmV	38.98 dB	709783	860552
15	Locked	256QAM	15	495.00 MHz	1.00 dBmV	38.98 dB	805996	937379
16	Locked	256QAM	16	501.00 MHz	2.00 dBmV	39.85 dB	780650	968054
17	Locked	256QAM	17	507.00 MHz	1.10 dBmV	38.98 dB	793318	962287
18	Locked	256QAM	18	513.00 MHz	0.50 dBmV	38.61 dB	881457	1239237
19	Locked	256QAM	19	519.00 MHz	1.60 dBmV	37.64 dB	849214	1026820
20	Locked	256QAM	20	525.00 MHz	1.70 dBmV	38.61 dB	898979	1208728
21	Locked	256QAM	21	531.00 MHz	0.60 dBmV	38.98 dB	907510	1201462
22	Locked	256QAM	22	537.00 MHz	0.80 dBmV	38.61 dB	876913	1205295
23	Locked	256QAM	23	543.00 MHz	1.50 dBmV	37.64 dB	907097	1287882
24	Locked	256QAM	24	549.00 MHz	0.40 dBmV	38.98 dB	866730	1283158
25	Locked	256QAM	25	555.00 MHz	0.60 dBmV	39.20 dB	54609	35022
26	Locked	256QAM	26	561.00 MHz	1.80 dBmV	39.50 dB	56448	45003
27	Locked	256QAM	27	567.00 MHz	1.30 dBmV	38.60 dB	44310	26998
28	Locked	256QAM	28	573.00 MHz	0.20 dBmV	38.20 dB	49961	28434
29	Locked	256QAM	29	579.00 MHz	1.10 dBmV	39.20 dB	53491	38153
30	Locked	256QAM	30	585.00 MHz	1.60 dBmV	39.20 dB	49047	24818
31	Locked	256QAM	31	591.00 MHz	0.60 dBmV	39.20 dB	51238	38554
32	Locked	256QAM	32	597.00 MHz	1.20 dBmV	39.20 dB	47304	29833

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	4	5120 kSym/s	35.60 MHz	49.75 dBmV
3	Locked	ATDMA	5	2560 kSym/s	40.40 MHz	50.75 dBmV
4	Locked	ATDMA	3	5120 kSym/s	29.20 MHz	50.25 dBmV
5	Locked	ATDMA	2	5120 kSym/s	22.80 MHz	50.75 dBmV
6	Locked	ATDMA	1	5120 kSym/s	16.40 MHz	51.50 dBmV

Fri Oct 04 09:36:12 2024	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:12 2024	5	RCS Partial Service;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:13 2024	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:13 2024	5	Lost MDD Timeout;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:13 2024	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:13 2024	5	Lost MDD Timeout;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:13 2024	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:17 2024	5	RCS Partial Service;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:18 2024	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:18 2024	5	RCS Partial Service;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:18 2024	3	No Ranging Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:21 2024	5	RCS Partial Service;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:22 2024	3	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:36:22 2024	5	RCS Partial Service;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:37:30 2024	3	No Ranging Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:37:30 2024	5	RCS Partial Service;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:37:39 2024	5	Lost MDD Timeout;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:37:40 2024	5	RCS Partial Service;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:37:58 2024	3	No Ranging Response received - T3 time-out;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;
Fri Oct 04 09:37:58 2024	5	RCS Partial Service;CM-MAC=[Edited: “Personal Information”];CMTS-MAC=[Edited: “Personal Information”];CM-QOS=1.1;CM-VER=3.0;

Responses

EG

Expert

•

107.1K Messages

2 months ago

The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.

Good luck with it !

1

0

U

user_h2s6qj

3 Messages

@EG There was one splitter that was not necessary. I removed it and connected the coax directly to the modem. Are these better values? Thank you!

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 kSym/s	22.80 MHz	47.25 dBmV
2	Locked	ATDMA	6	2560 kSym/s	10.40 MHz	47.21 dBmV
3	Locked	ATDMA	5	2560 kSym/s	40.40 MHz	45.25 dBmV
4	Locked	ATDMA	4	5120 kSym/s	35.60 MHz	45.50 dBmV
5	Locked	ATDMA	3	5120 kSym/s	29.20 MHz	45.75 dBmV
6	Locked	ATDMA	1	5120 kSym/s	16.40 MHz	46.50 dBmV

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2 months ago

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EG

Expert

•

107.1K Messages

2 months ago

Yes. If it remains fairly stable, there is some wiggle room now. Live with it for a while and see if the problem remains.

1

U

user_h2s6qj

3 Messages

I am still having issues. Is it time to call xfinity to send somebody out? I am getting disconnected often now. I even did a factory reset. Could it be the modem going bad? I've had it for a while but the issues started around the same time that construction crews started boring around the neighborhood to route fiber optic.

Time Priority Description
Tue Oct 08 11:52:49 2024 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 Lost MDD Timeout;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 Lost MDD Timeout;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 Lost MDD Timeout;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 Lost MDD Timeout;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:49 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:50 2024 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:50 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:51 2024 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:51 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:52 2024 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:53 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:53 2024 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;
Tue Oct 08 11:52:53 2024 5 RCS Partial Service;CM-MAC=xxxxx;CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	20	525.00 MHz	4.70 dBmV	35.60 dB	722670	605081
2	Locked	256QAM	13	483.00 MHz	4.80 dBmV	35.60 dB	682479	629219
3	Locked	256QAM	14	489.00 MHz	4.80 dBmV	35.60 dB	687191	635420
4	Locked	256QAM	15	495.00 MHz	4.80 dBmV	35.78 dB	668097	621639
5	Locked	256QAM	16	501.00 MHz	4.90 dBmV	35.78 dB	669831	617659
6	Locked	256QAM	17	507.00 MHz	5.10 dBmV	35.78 dB	658114	582421
7	Locked	256QAM	18	513.00 MHz	5.10 dBmV	36.17 dB	665957	553967
8	Locked	256QAM	19	519.00 MHz	5.00 dBmV	35.60 dB	695414	562401
9	Locked	256QAM	21	531.00 MHz	4.40 dBmV	35.78 dB	839658	700487
10	Locked	256QAM	22	537.00 MHz	4.20 dBmV	35.78 dB	700871	598004
11	Locked	256QAM	23	543.00 MHz	4.80 dBmV	35.78 dB	701226	596007
12	Locked	256QAM	24	549.00 MHz	5.10 dBmV	35.78 dB	671475	616738
13	Locked	256QAM	25	555.00 MHz	5.10 dBmV	35.60 dB	625697	551433
14	Locked	256QAM	26	561.00 MHz	4.70 dBmV	35.97 dB	798869	656273
15	Locked	256QAM	27	567.00 MHz	4.50 dBmV	35.78 dB	800312	653566
16	Locked	256QAM	28	573.00 MHz	4.20 dBmV	35.78 dB	794008	629397
17	Locked	256QAM	29	579.00 MHz	4.60 dBmV	36.39 dB	768114	554368
18	Locked	256QAM	30	585.00 MHz	5.20 dBmV	36.61 dB	766391	550488
19	Locked	256QAM	31	591.00 MHz	5.30 dBmV	36.39 dB	749209	498426
20	Locked	256QAM	32	597.00 MHz	5.10 dBmV	36.39 dB	736509	487440
21	Locked	256QAM	33	603.00 MHz	4.80 dBmV	36.61 dB	738652	412706
22	Locked	256QAM	34	609.00 MHz	4.60 dBmV	36.61 dB	729287	460072
23	Locked	256QAM	35	615.00 MHz	4.40 dBmV	36.61 dB	727056	431689
24	Locked	256QAM	36	621.00 MHz	4.80 dBmV	36.61 dB	769190	386859
25	Locked	256QAM	37	627.00 MHz	5.40 dBmV	36.40 dB	81051	146332
26	Locked	256QAM	38	633.00 MHz	5.70 dBmV	36.40 dB	193909	176575
27	Locked	256QAM	39	639.00 MHz	5.10 dBmV	35.10 dB	179484	155822
28	Locked	256QAM	40	645.00 MHz	4.80 dBmV	35.20 dB	188205	48992
29	Locked	256QAM	41	651.00 MHz	4.40 dBmV	36.60 dB	85678	25619
30	Locked	256QAM	42	657.00 MHz	4.70 dBmV	36.90 dB	66502	28006
31	Locked	256QAM	43	663.00 MHz	5.20 dBmV	36.90 dB	103716	33932
32	Locked	256QAM	44	669.00 MHz	5.90 dBmV	36.90 dB	64501	39094

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
2	Locked	ATDMA	6	2560 kSym/s	10.40 MHz	49.46 dBmV

(edited)

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2 months ago

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EG

Expert

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107.1K Messages

2 months ago

The SNR's have gotten lower compared to your first post, and you only have 1 upstream channel locked in now and it's at high power. Something intermittent is going on. I'd say that it's tech time.

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.

Good luck !

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user_h2s6qj

Random Disconnections or Lagging on Arris SB6190

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