Modem resetting when viewing web pages?

Web-Junkie · 07-02-2006, 18:41

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 · 07-02-2006, 23:48

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 · 08-02-2006, 00:15

Quote:

Originally Posted by 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!

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.

Web-Junkie · 08-02-2006, 01:32

Well, from the Sticky by Ignition about signal levels:

Quote:

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:

Quote:

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

Chrysalis · 08-02-2006, 01:47

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 · 08-02-2006, 01:57

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

Web-Junkie · 08-02-2006, 18:07

Just happened again viewing this forum?

Here's the Log from the modem:

Code:

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 · 08-02-2006, 23:46

Quote:

Originally Posted by Web-Junkie

Just happened again viewing this forum?

Here's the Log from the modem:

Code:

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.

Web-Junkie · 09-02-2006, 00:44

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 · 09-02-2006, 02:09

hvae you had an engineer out yet?

Web-Junkie · 09-02-2006, 15:31

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 · 10-02-2006, 06:42

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 · 10-02-2006, 22:25

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 · 10-02-2006, 22:25

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

If I try and visit the site 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 · 10-02-2006, 23:07

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!