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Connectbox restarts itself almost every hour

  • 4 september 2020
  • 8 reacties
  • 270 keer bekeken

Hello there, Sorry I have to type English as my Dutch is quite bad. 

Since last night, my modem (connectbox) started to restart itself almost each hour, it doesn’t have a regular timely schedule, but it looks like it usually happens when I’m streaming videos/games or in a video conference. 

I’ve been in the live chat for the last 2 hours but still no one responded yet, so I thought a community post might be better. 

My modem is in bridge mode, but the problem appears to be on the connectbox modem itself, not on my router. I’ve seen similar issues on this forum, where it’s recommended for people to share upstream and downstream channels from the modem interface, below I’ll paste those information as well as my network logs. I also see one critical error on network logs; “No Ranging Response received - T3 time-out” just like in this post here; https://community.ziggo.nl/internetverbinding-102/veel-no-ranging-response-received-t3-time-out-meldingen-58942

Below you can see the downstream and upstream values from the modem interface. I don’t know how to read these values tho, I’m not sure if they’re normal or not.

Downstream Bonded Channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 618000000 1.5 40 256 qam 3
2 610000000 1.5 38 256 qam 2
3 602000000 1.5 38 256 qam 1
4 626000000 1.2 38 256 qam 4
5 634000000 1 38 256 qam 5
6 642000000 1 38 256 qam 6
7 650000000 1.4 38 256 qam 7
8 658000000 1.7 40 256 qam 8
9 666000000 2 40 256 qam 9
10 674000000 2.7 38 256 qam 10
11 682000000 2.7 38 256 qam 11
12 690000000 2.5 40 256 qam 12
13 698000000 2 38 256 qam 13
14 706000000 1.5 38 256 qam 14
15 714000000 0.9 38 256 qam 15
16 722000000 0.2 38 256 qam 16
17 730000000 0.2 38 256 qam 17
18 738000000 0 38 256 qam 18
19 746000000 0 38 256 qam 19
20 754000000 -0.5 38 256 qam 20
21 762000000 0 38 256 qam 21
22 770000000 0 38 256 qam 22
23 778000000 -0.5 38 256 qam 23
24 786000000 -0.5 38 256 qam 24

 

Downstream Bonded Channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 5 0
2 Locked 38.9 0 0
3 Locked 38.9 3 0
4 Locked 38.9 0 0
5 Locked 38.9 6 0
6 Locked 38.9 5 0
7 Locked 38.9 0 0
8 Locked 40.3 6 0
9 Locked 40.3 0 0
10 Locked 38.6 5 0
11 Locked 38.9 4 0
12 Locked 40.3 5 0
13 Locked 38.9 0 0
14 Locked 38.9 5 0
15 Locked 38.9 7 0
16 Locked 38.6 0 0
17 Locked 38.6 5 0
18 Locked 38.9 0 0
19 Locked 38.9 4 0
20 Locked 38.6 0 0
21 Locked 38.9 5 0
22 Locked 38.9 4 0
23 Locked 38.6 0 0
24 Locked 38.9 5 0

 

Upstream Bonded Channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 44000000 4.65 5120 64 qam 3
2 28600000 4.65 2560 64 qam 6
3 50900000 4.65 5120 64 qam 2
4 37100000 4.65 5120 64 qam 4
5 57800000 4.65 5120 64 qam 1
6 31800000 4.65 2560 64 qam 5

 

Upstream Bonded Channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0
5 ATDMA 0 0 0 0
6 ATDMA 0 0 0 0

 

and finally, 

Network Logs

Time Priority Description
03/09/2020 22:24:50 notice

LAN login Success;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 22:23:20 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 20:38:59 critical

No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 20:16:27 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 20:12:05 critical

No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 18:53:08 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 18:44:24 critical

No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 17:48:27 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 15:21:23 critical

No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 13:07:38 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 12:58:25 critical

No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 12:32:02 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 11:38:32 critical

No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 8:09:17 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 4:08:26 critical

No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 1:58:10 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 1:45:14 critical

No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

03/09/2020 0:43:54 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

05/08/2020 13:39:53 critical

No Ranging Response received - T3 time-out;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

05/08/2020 10:17:48 notice

TLV-11 - unrecognized OID;CM-MAC=18:35:d1:a8:b4:13;CMTS-MAC=00:17:10:91:e4:96;CM-QOS=1.1;CM-VER=3.0;

 

I wouldn’t mind connection drops too much, but since we are working remotely for a while now, losing connection during calls can be a serious issue for me. I haven’t seen this problem before at all and it started suddenly yesterday night. Let me know if there is anything I could do. 

 

Thanks!

M.


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8 Reacties

I had to disable modem mode, switch back to router mode, and remove my own router in between to get a reliable connection again. This is not ideal of course, but at least it will work for me now.

Hi @mcan,

Your signal seems fine.

Which router are you using and can you share some pictures from the AOP & splitter?

Has anything changed during the period the problems started? new hardware, changed cables etc?

Grtz.

 

Hello @Jonathan-458 ,

 

Thanks for reading my signals. My router is Linksys EA7500. I have been using this setup for ~6 months I believe. Never had this sort of issue before, it suddenly started a few days back, and kept restarting the connect box modem regularly since then. I’ve switched back to the router mode and it stopped restarting itself. 

 

 

My AOP has been setup by a ziggo technician 2 years ago. But It was directly connected to the mediabox back then, later I’ve requested a connectbox to be able to use it in bridge mode, and I’ve setup the splitter myself when the pack arrived. 

@mcan,

I'm a little confused, the black cable is connected to the first entry point in the house?

The white cable with green tag goes to the modem, right?

Where is the other end of the white cable with the blue tag connected too? 

It might not be related but lets see what happens.

If possible, please connect the splitter directly to the first entry point / AOP and put the modem on OUT 1 & Mediabox on Out 2.

I'm not known with the POA-01-B, however i can't seem to find any technical differences on the spec sheets so it should work just fine.

Grtz.

Hey @Jonathan-458,

 

Yes, black cable is connected to the first entry point, the white cable with the green tag goes to the modem. 

That white cable with a blue tag is actually connected to the first entry point (black cable), but there is actually another connecter between them. I was even forgot this converter in between until you pointed out the colors, because it was always working fine. see below;

 

Unfortunately I can’t move the splitter to the first entry point, that means I have to keep my modem there, which is not convenient for my apartment. 

This sort of issues usually happens because of the cabling? I’m also surprised this works OK when there is no bridge mode. 

 

Thanks, 

M.

Hi @mcan,

Could you connect the modem directly to the AOP for test purposes & upload the signal levels?

Do you have a mediabox or watch tv via coax?

Do you know the approximate lengths of each cable?

Grtz

Hey @Jonathan-458 , I previously had mediabox but I’m not using it anymore, (not watching TV, it’s not connected). I use a connectbox just for the internet. 

The cable between the splitter and the modem, and the black cable from the main entrance to the first converter (3rd picture) is probably 1 meter, the white cable between the splitter and the converter is probably around 10meters. 

Do you want me to get the signals with bridge mode where my modem & router is connected together, or it doesn’t matter? 

 

I can do that test on Monday, and keep you posted here. 

 

Thanks again for your help, do you know that this sort of modem restarts usually happens because of cabling? I’m asking this because it looks like it only happens when I’m using bridge mode with an additional router and not now. (Though it was also working fine before with that exact setup) 

So I thought maybe there is an issue in the modem firmware itself that doesn’t behave when in bridge mode. 

@mcan,

Okey, inhouse wiring is often at fault for modem sync issue's, however it is pretty weird that it seems to happen in bridge mode only.

I prefer a direct connection without any signal management material from the 1st entry point to a splitter, amplifier, tap or modem/mediabox and only adding extra material when absolutely necessary behind the before mentioned materials. every bit and piece can be a possible source of disruptions. And sometimes Signal problems can be a real pain in the *** to troubleshoot when not directly apparent.

Also the always changing spectrum landscape and aging of wiring/material can play a rol. 

Because your cable wiring setup differs i just want to make sure the signal that you actually received from Ziggo's first entry point is fine.

If you do not plan to watch TV via cable its also possible to just directly connect a cable to the connect box, but lets first focus on this issue.

Bridge vs router mode shouldn't differ in regard with signal levels.

Grtz