Modem resetting when viewing web pages?

[Web-Junkie]

Yesterday and today I've started having a weird problem. I'll be viewing web pages and one page suddenly stalls, after hitting refresh a few times and waiting the modem will reboot? Modem connected via Ethernet.

Tried this a few times on sites I searched for from google, clicked the link and no page loads, just stalls then the modem reboots! Tried changing proxy, I'm in the NG17 area but always use the leeds proxy as it was the first one I tried that was better than the default notts proxy (in fact google didn't load from the notts proxy) and same thing happens.

I looked at the signal levels in my SB4100 and it's +9dBmv on the downstream signal, is this the problem? Upstream was +35dBmv.

This doesn't happen on all web pages, just the odd few I tried from google. Is this a proxy issue, signal level issue or NTL?

[Web-Junkie]

Nobody?

It's done it now on Cable Forums too. Just clicked a link which opened a new window, Cable Forums logo came up rest of page was blank, clicked refresh, same thing of logo only, then cable modem reboots?

The Online and Send light go off first, then the receive light followed by the power light flashing as per reboot. I have rebooted the modem manually and changed the Channel ID from 4 to 1 to see if that helped, but it hasn't.

Can anyone confirm if the Downstream power level is ok at +9dBmv? I can PM my MAC addy to anyone from NTL who can check!

[carlingman]

Nobody?

It's done it now on Cable Forums too. Just clicked a link which opened a new window, Cable Forums logo came up rest of page was blank, clicked refresh, same thing of logo only, then cable modem reboots?

The Online and Send light go off first, then the receive light followed by the power light flashing as per reboot. I have rebooted the modem manually and changed the Channel ID from 4 to 1 to see if that helped, but it hasn't.

Can anyone confirm if the Downstream power level is ok at +9dBmv? I can PM my MAC addy to anyone from NTL who can check!

Dwonstream is within range.

Upstream is low at 35 would normally expecy 40 plus.

Give away is the send and receive lights dropping.

Time for you to call tech support and get and Engineer.

:D

[Web-Junkie]

Well, from the Sticky by Ignition about signal levels:

Downstream Receive Power: Ideally +/- 3dBmV, cause for concern at around +/- 8dBmV, different modems handle the higher and lower levels differently however I'd expect to see service degredation at that point.


hence my asking about downstream signal level.

Upstream seemed OK:

Upstream Transmit Power: Anything between 28dB and 53dB is fine. Up to 55dB is also fine so long as it's fairly stable. Above 55dB suggests issues. Depending on your modem connectivity is jeopardised when transmit power hits 58dBmV or in the case of Pace set tops 61dBmV.

So Upstream seems well within tolerance, so by your reckoning it's time to ring the dreaded helpline :Yikes:

[Chrysalis]

if downstream is say -11 wihich mine is. This is within the -15 to +15 spec although by ignitions words it is not in the reccomended level. If my ubr becomes more busy (evenings) will my downstream power level been close to limit cause me to have worse performance? I have no disconnections.

[Web-Junkie]

OK, If +9 is fine, then what causes a request for a web page to reset the modem?

[Web-Junkie]

Just happened again viewing this forum?

Here's the Log from the modem:

060208175701 8-Debug M571.6 CM Cert Upgrade Enabled. Initiate via SNMP
060208175701 8-Debug M571.9 Missing CM Cert Upgrade TLVs.
060208175701 8-Debug M570.1 Motorola CM certificate required
060208175701 8-Debug X501.4 Provisioned Unit Update skipped. Image is current.
060208175701 8-Debug I503.0 Cable Modem is OPERATIONAL
060208175700 8-Debug F502.1 Bridge Forwarding Enabled.
060208175700 8-Debug F502.3 Bridge Learning Enabled.
060208175700 8-Debug B918.0 Baseline Privacy is skipped
060208175658 7-Information X519.8 Unit Update - GGFGGD - SCD flags
060208175658 8-Debug I500.1 DOCSIS 1.0 Registration Completed
060208175658 7-Information I500.4 Attempting DOCSIS 1.0 Registration
060208175658 7-Information D509.0 Retrieved TFTP Config File SUCCESS
060208175658 7-Information D507.0 Retrieved Time....... SUCCESS
************ 7-Information D511.0 Retrieved DHCP .......... SUCCESS
************ 5-Warning D3.0 DHCP WARNING - Non-critical field invalid in response
************ 4-Error D530.8 DHCP - Invalid Log Server IP Address.
************ 5-Warning D520.2 DHCP Attempt# 1 BkOff: 5s Tot DSC:1 OFF:1 REQ:1 ACK:1
************ 7-Information D0.0 DHCP CM Net Configuration download and Time of Day
************ 7-Information T500.0 Acquired Upstream .......... SUCCESS
************ 8-Debug T503.1 Acquire US with status OK, powerLevel 36, tempSid 2384
************ 8-Debug T505.0 Acquired Upstream with status OK
************ 7-Information T501.0 Acquired Downstream (402750000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 402750000, US Id 1
************ 7-Information I510.0 *** BOOTING *** SB4100-0.4.9.4-SCM02-NOSH
060208175627 7-Information H501.2 HFC: Shutting Downstream Down
060208175627 2-Alert T507.0 Received Async Error Range Failed
060208175627 3-Critical R4.0 Received Response to Broadcast Maintenance Request, but no Unicast Maint
060208175627 3-Critical H501.8 HFC: T4 Timer Expired


Anything amiss in there?

[carlingman]

Just happened again viewing this forum?

Here's the Log from the modem:

060208175701 8-Debug M571.6 CM Cert Upgrade Enabled. Initiate via SNMP
060208175701 8-Debug M571.9 Missing CM Cert Upgrade TLVs.
060208175701 8-Debug M570.1 Motorola CM certificate required
060208175701 8-Debug X501.4 Provisioned Unit Update skipped. Image is current.
060208175701 8-Debug I503.0 Cable Modem is OPERATIONAL
060208175700 8-Debug F502.1 Bridge Forwarding Enabled.
060208175700 8-Debug F502.3 Bridge Learning Enabled.
060208175700 8-Debug B918.0 Baseline Privacy is skipped
060208175658 7-Information X519.8 Unit Update - GGFGGD - SCD flags
060208175658 8-Debug I500.1 DOCSIS 1.0 Registration Completed
060208175658 7-Information I500.4 Attempting DOCSIS 1.0 Registration
060208175658 7-Information D509.0 Retrieved TFTP Config File SUCCESS
060208175658 7-Information D507.0 Retrieved Time....... SUCCESS
************ 7-Information D511.0 Retrieved DHCP .......... SUCCESS
************ 5-Warning D3.0 DHCP WARNING - Non-critical field invalid in response
************ 4-Error D530.8 DHCP - Invalid Log Server IP Address.
************ 5-Warning D520.2 DHCP Attempt# 1 BkOff: 5s Tot DSC:1 OFF:1 REQ:1 ACK:1
************ 7-Information D0.0 DHCP CM Net Configuration download and Time of Day
************ 7-Information T500.0 Acquired Upstream .......... SUCCESS
************ 8-Debug T503.1 Acquire US with status OK, powerLevel 36, tempSid 2384
************ 8-Debug T505.0 Acquired Upstream with status OK
************ 7-Information T501.0 Acquired Downstream (402750000 Hz)........ SUCCESS
************ 8-Debug T509.0 Acquired DS with status OK, DS Freq 402750000, US Id 1
************ 7-Information I510.0 *** BOOTING *** SB4100-0.4.9.4-SCM02-NOSH
060208175627 7-Information H501.2 HFC: Shutting Downstream Down
060208175627 2-Alert T507.0 Received Async Error Range Failed
060208175627 3-Critical R4.0 Received Response to Broadcast Maintenance Request, but no Unicast Maint
060208175627 3-Critical H501.8 HFC: T4 Timer Expired



Anything amiss in there?

Your diagnostics logs above are only proving what I mentioned earlier.

Recommended limits are exactly what they say on the tin recommended as Chrysalis said above his limits are bordering but he gets no disconnections.

The logs above are time stamped i.e. 060208175627 3-Critical H501.8 HFC: T4 Timer Expired

This tells us at 17.56pm and 27 sec on the 08.02.06 your modem experienced a serious power level problem and dropped the connection.

Then similarly - 060208175627 7-Information H501.2 HFC: Shutting Downstream Down.

Again this tells you that at 17.56 and 27 secs on the 08.02.06 your modem could not recover from the errors before that and gave up and restarted the reboot process.

Go up to the top and some 1 minute or so later it established the boot sequence locked onto to the upstream/donwstream etc and regained the connection.

If your power levels are fluctuating then this will be a normal sequence of events.

Out of interest do you have TV from NTL as well with a splitter feeding both, if so take the TV off the splitter and does this improve and stabilise the connection or is your TV faltering at the same time the cable modem connection drops.

Either way I will stick by my original diagnosis and say it is time for you to ring CS or Tech Support and get an Engineer out to test the levels.

:D

[Web-Junkie]

Okey dokey!

I do have a splitter feeding both the TV and modem, I did notice Sky Sports 2 went off Monday/Tuesday (posted that in the TV forum) but seems OK now, coincidence? No problems with TV in general, never shows any sign of problems when the modem reboots and only had 1 problem with the TV a few weeks ago that had been a local fault on Sky Sports 1 that has cleared.

Something that may help, the RF filter (silver box) on the back of the Analogue STB had one of the pins broke off (my fault) so it wouldn't work when plugged into the STB, so I just unscrewed it and screwed the two cables straight into the STB, the TV is working fine but could this be the cause? Do I really need that RF filter to be on the back of the STB anyway?

[Chrysalis]

hvae you had an engineer out yet?

[Web-Junkie]

Not yet!

I'm trying it with the splitter removed so only the modem is connected to the main cable, no TV at all. If the same thing happens then it's a call to the Helpline and see what they say about it.

I did notice that with the splitter removed the Downstream signal level is now +14dBmv!!

[Chrysalis]

Looks like I got the same problem. A friend gave me access to his newsgroup account so I could grab something I wanted. I opened up 8 threads in grabit and after about an hour the modem simply rebooted itself with the most right hand light flashing for about 30 seconds before it recovered. I would guess because I rarely use things like p2p and have never used so many threads before on newsgroups the issue never came to light. The modem logs only show this.

Thu Feb 09 09:50:05 2006 Thu Feb 09 09:50:05 2006 1 Critical(3) 68000300 DHCP WARNING - Non-critical field invalid in response.
Thu Feb 09 09:49:58 2006 Thu Feb 09 09:49:58 2006 2 Critical(3) 82000200 No Ranging Response received - T3 time-out
Thu Feb 09 09:49:52 2006 Thu Feb 09 09:49:52 2006 1 Critical(3) 82000400 Received Response to Broadcast Maintenance Request, But no Un...
Thu Feb 09 09:49:20 2006 Thu Feb 09 09:49:20 2006 16 Critical(3) 82000500 Started Unicast Maintenance Ranging - No Response received - ...

Upstream transmit Power Level : 50.5 dBmV
Downstream Receive Power Level : -11.9 dBmV
Downstream SNR : 32.4 dB

[Web-Junkie]

It's a strange old problem!

I don't use p2p but I do use newsgroups, but the problem only ever happens with web pages? I've put the splitter back now, can't miss the footy can I :), and not had a problem yet so I think unless it get's worse I'm goping to leave it alone!

One thing I have noticed is my TV sometimes has random audio dropouts for a few seconds on a channel on odd days, just wondering if that is the STB's version of the modem rebooting?

[Mooncat]

I have a similar problem which started at the end of last week.

If I try and visit the site www.gfxartist.com (http://www.gfxartist.com) the modem stops responding and after a few seconds the modem reboots.
One or two other sites cause the same problem, but the vast majority of sites I've visited work fine.

The odd part is that if I disconnect the modem from the router and connect it directly to the main PC the problem goes away.
I tried a different router and still had the same trouble.
Any ideas before I call NTL ?

downstream signal to noise 32db
power 1dBmV

upstream power 34dBmV

Using an SB4100

Thanks,
Dan

[Web-Junkie]

They'll blame your router as it works when it's out of the loop, unless it happens when the router is NOT connected then you have a case! I'd look to your router config or post this in the I.T and Computers section.

Reading these forums suggests your Power Level looks to be near perfect so I don't think that is the problem, unless someone knows a reason for it not to be!

[Mooncat]

Ok I might have tracked down the problem, though it seems a bit odd...

My router is an old PC with linux and some router software.
The NIC's are pretty old and only 10mbit, and this appears to be the problem.
Even though I'm only on the 2MB service, it seems certain sites such as the one I mentioned previously overload the NIC's.
I don't know if its connected to the recent upgrades on the NTL network because the system had been working perfectly until this month.

To back this theory up I connected the modem direct to my main PC and forced the NIC ( this time an onboard 10/100 ) to be a 10mbit.
When I try to access gfxartist.com the modem reboots as before.
Change back to 100, and it all works perfectly again.

So it seems to be related to the NIC speed.
I wonder why this would affect me on 2mb though ?

Thanks.
Dan

[Paul]

So it seems to be related to the NIC speed.
I wonder why this would affect me on 2mb though ?
Maybe the CM NIC has a fault when set to 10 mbps.

[Andy38]

I've just started getting the same problem, specifically trying to access http://www.bbc.co.uk/weather. I get a few seconds of nothing happening, then the status lights all go out and gradually come back one by one. Checking the model log file I see the same thing happening each time:

************7-InformationI510.0*** BOOTING *** SB4100-0.4.9.4-SCM02-NOSH 0602141124587-InformationH501.2HFC: Shutting Downstream Down 0602141124582-AlertT507.0Received Async Error Range Failed 0602141124583-CriticalR4.0Received Response to Broadcast Maintenance Request, but no Unicast Maint 0602141124583-CriticalH501.8HFC: T4 Timer Expired

I've tried connecting the cable modem directly to my PC's network card, rather than the router, and indeed the problem goes away.

The thing is, I haven't changed any of my hardware setup for ages, but I haven't seen this problem before about a week or two ago. According to NTL, and backed up by a speed test, I'm only on 2Mbit.

I'm using an SB4100 modem, and a Linksys BEFW11S4, which is a 4 port (10/100) wireless router and is probably 3 years old or so.

Does anyone have any idea what might be causing this? I've also seen a similar post on this forum from last November, but there didn't seem to be any follow-up or explanation.

[Barryzig]

I get the same problem with http://www.bbc.co.uk/weather. A few seconds of nothing happening, then the cable modem re-boots. I have a Surfboard SB4100 modem and a Linksys BEFSR41 V2 router. Both have performed OK for years but a week or so ago this problem cropped up. If I bypass the router and connect directly via the modem there is no problem.

[Web-Junkie]

I get the probelm and I DO NOT have a router!

I do have a Realtek RTL8029(AS) 10Mbps NIC card which has been in place well before the 2mb upgrade and, up until recently, has been working fine!

Too many people are having similar problems for it to be a 'PC side' fault!

[StuS]

I get the probelm and I DO NOT have a router!

I do have a Realtek RTL8029(AS) 10Mbps NIC card which has been in place well before the 2mb upgrade and, up until recently, has been working fine!

Too many people are having similar problems for it to be a 'PC side' fault!

Since many people have already explained that they replaced their 10Mb NIC or 10Mb router and the problem went away, why not try a new NIC?

[Mooncat]

Wow, it seems to be an SB4100 issue then.
I have an engineer coming tomorrow, so I hope he swaps the modem out.
Perhaps if enough of us report this same fault NTL will figure out what is causing it.

Cheers,
Dan

---------- Post added at 01:38 ---------- Previous post was at 01:33 ----------

Since many people have already explained that they replaced their 10Mb NIC or 10Mb router and the problem went away, why not try a new NIC?

Well I did buy a new router with 100Mb and although it fixes the problem with the websites, there are other problems that are not fixed such as the momentary disconnections.

But the point is that the 10Mb NICS have been working perfectly for years, why the sudden problem ?
:confused:

Cheers

Dan

[Web-Junkie]

But the point is that the 10Mb NICS have been working perfectly for years, why the sudden problem ? :confused:


My point exactly! Why should I have to change hardware when i KNOW the cause isn't because of my hardware, it's been working on 2mb since that service was available so that kind of suggests it's not my hardware!

If NTL have needed to change something fundemental to a service so that change is now affecting it, why aren't people being informed? Changing hardware everytime there's a problem isn't a solution

[Andy38]

So, after a bit of digging around I found that my router, a Linksys BEFW11S4 V2, only had a 10Mbit WAN port. Apparently some later versions had a 100Mbit port. I've now replaced it with a Linksys WRT54GS, and everything seems fine on the sites I was noticing a problem with, and to be fair I'd not noticed any other problems with drop outs.

[Barryzig]

I also found that my old router, the Linkys BEFSR41 V2, had a max WAN speed of 10Mbps. I have now pensioned this off and I bought a PEAK CAS3047 wired router for £24.50. THis has a 10/100Mbps WAN port. It worked straight out of the box and I can now access the BBC weather sites that would not work before.

[Web-Junkie]

My downstream signal level has now hit +17 dBmv according to the modem diags, and surfing some sites is getting sloooowww.

Think a call is needed!

[Bambi]

99% sure all these modem reboots are due to a 10Mb ethernet port.
Before I replaced my router I could reproduce this error on demand. The modem appeard to lose sync in its downstream signal with a 10mb port. Its strange that its happening with the slower lines also.

The signal sent to all modems is probably the same, and the modem just caps it off according to the config file it has stored. This is how you 'could' get 10Mb years ago thru NTL...

[Chrysalis]

I must be in the 1% then, my modem is a 250 and unless I have bad eye sight it is negotiated at 100FD.

[jingleman]

My modem has started to lose Sync & Rdy lights, not sure if it actually reboots itself, though. Once dropped off, it takes 15-20 minutes before reconnects to network :(

I had this problem in the past and the cause was local network issues. Engineer eventually came (having been via the 'read the script' support and told to "reinstal Windows" etc.), he swapped modem, but openly admitted there were major network issues, they knew about them, but to meet SLA they just swapped out modems knowing they wouldn't fix the problem :td:

I notice my local my BT exchange (just down the road) is to have 8Mb ADSL next month, this may be the final push I need to leave NTL :Yikes:

[maxwells_daemon]

Same problem for me. I saw it first on a Radio 4 listen again page (http://www.bbc.co.uk/radio4/partysover/), but also see it on other BBC sites like the BBC Weather (http://www.bbc.co.uk/weather) page mentioned previously. The cable modem box crashes reliably on those pages, and is fine on other pages.

I can confirm that this only happens when I connect to the cable modem with a 10 Mbps NIC. It's fine with a 100 Mbps NIC (compared 10Mbps router and PC NIC in 10 and 100 Mbps mode).

I have an old SB4100i and 1 Mbps service.