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Teams dropouts

Lightkeeper
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Hi. I'm looking for help with frequent drop-outs on Teams calls and using other connections to server-side apps. Our connection is 1GB through Superhub 4, recently installed and fine until about a month ago. Speed is fine, and connections are through ethernet cables. We get dropouts several times an hour, sometimes only a few minutes apart.

I've tried monitoring broadband quality and using ping to check latency, and haven't found anything I can correlate with the problems occurring. 

I'll post information from the Hub admin pages below this. Very grateful for any help: it's getting really frustrating!

1 ACCEPTED SOLUTION

Accepted Solutions

Stats look OK, except for the number of uncorrectable errors on the downstream 3.1 channel.  There may be more (in the post-RS column) on the other downstream channels, but due to a firmware bug they don't show up for users.  I'm not sure, but think the staff can interrogate the hub remotely and see the correct error counts.  If this is a continuing problem, then it's either radio noise ingress through a faulty connection or faulty/poor quality cable, or radio noise from a network equipment fault.  Sometimes this is an area fault affecting multiple customers, and will be fixed without you needing a technician, if it's just you then there's a few steps you can take, if they don't work you'll need a technician.  

What you can do: Unplug and carefully remake all coax connections.  If there's securing nuts they need to be firmly finger tight, it they are push on connectors, push home firmly with a gentle twist.  Next, reboot the hub - that should zero the error counters, so if the 3.1 channel shows a rising uncorrectable error count after that then there's still a problem.  Staff will take a look and advise in due course.

See where this Helpful Answer was posted

7 REPLIES 7

Lightkeeper
Tuning in
Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream
Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

 

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1139000000-1.140.9QAM2561
2147000000-0.540.4QAM2562
3155000000-0.240.4QAM2563
4163000000-0.140.9QAM2564
5171000000-0.440.4QAM2565
6179000000-0.140.4QAM2566
7187000000-0.239QAM2567
81950000000.240.4QAM2568
92030000000.540.4QAM2569
102110000000.740.9QAM25610
112190000000.740.9QAM25611
12227000000138.6QAM25612
132350000000.840.4QAM25613
142430000001.140.9QAM25614
152510000001.140.4QAM25615
162590000001.240.9QAM25616
172670000001.640.4QAM25617
182750000001.740.9QAM25618
19283000000240.9QAM25619
202910000002.140.9QAM25620
212990000002.440.9QAM25621
22307000000240.9QAM25622
233150000001.640.4QAM25623
243230000001.440.9QAM25624
25331000000140.4QAM25625
263390000001.640.4QAM25626
273470000001.440.9QAM25627
283550000001.640.9QAM25628
293630000001.540.9QAM25629
303710000001.540.9QAM25630
313790000001.540.4QAM25631


3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked40.94620900
2Locked40.36628700
3Locked40.36628700
4Locked40.94620900
5Locked40.36628700
6Locked40.36628700
7Locked38.98326100
8Locked40.36628700
9Locked40.36628700
10Locked40.94620900
11Locked40.94620900
12Locked38.60537700
13Locked40.36628700
14Locked40.94620900
15Locked40.36628700
16Locked40.94620900
17Locked40.36628700
18Locked40.94620900
19Locked40.94620900
20Locked40.94620900
21Locked40.94620900
22Locked40.94620900
23Locked40.36628700
24Locked40.94620900
25Locked40.36628700
26Locked40.36628700
27Locked40.94620900
28Locked40.94620900
29Locked40.94620900
30Locked40.94620900
31Locked40.36628700


3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
159964K1880QAM4096759


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
159Locked442.24882211302313

 

 

 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

14620000045.55120 KSym/sec64QAM11
22580000042.35120 KSym/sec64QAM14
33260000043.35120 KSym/sec64QAM13
43940000044.35120 KSym/sec64QAM12



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0010
4US_TYPE_STDMA0000

 

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
69834ncxv9873254k;fg87dsf



Primary Downstream Service Flow

SFID
17590
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
19870
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
16320
Scheduling Type
bestEffort

Network Log

Time Priority Description

Wed 29/12/2021 15:12:336CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 31/12/2021 07:29:113No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 01/01/2022 02:16:134DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 01/01/2022 02:16:136DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 02/01/2022 03:06:596CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 02/01/2022 10:26:593No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 03/01/2022 10:08:296CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 04/01/2022 14:16:134DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 04/01/2022 14:16:136DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Wed 05/01/2022 07:08:176CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 08/01/2022 02:16:134DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 08/01/2022 02:16:136DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 08/01/2022 03:41:086CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 08/01/2022 17:14:133No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 09/01/2022 19:58:386CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/01/2022 14:16:134DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/01/2022 14:16:136DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/01/2022 16:19:586CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/01/2022 21:54:545MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 11/01/2022 23:26:196CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/01/2022 02:05:163No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/01/2022 06:05:314DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/01/2022 06:05:326DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 15/01/2022 21:24:546CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/01/2022 18:38:433No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun 16/01/2022 18:42:226CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/01/2022 16:40:564DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/01/2022 16:40:566DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Tue 18/01/2022 20:06:196CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/01/2022 08:53:313No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Fri 21/01/2022 13:00:016CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/01/2022 04:40:564DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/01/2022 04:40:566DHCP Renew - lease parameters tftp file-cmreg-vmdg640-bbt076-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat 22/01/2022 15:44:306CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 24/01/2022 04:29:433No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 24/01/2022 08:10:406CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 24/01/2022 15:55:573No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon 24/01/2022 20:49:046CM-STATUS message sent. Event Type Code: 24; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

Stats look OK, except for the number of uncorrectable errors on the downstream 3.1 channel.  There may be more (in the post-RS column) on the other downstream channels, but due to a firmware bug they don't show up for users.  I'm not sure, but think the staff can interrogate the hub remotely and see the correct error counts.  If this is a continuing problem, then it's either radio noise ingress through a faulty connection or faulty/poor quality cable, or radio noise from a network equipment fault.  Sometimes this is an area fault affecting multiple customers, and will be fixed without you needing a technician, if it's just you then there's a few steps you can take, if they don't work you'll need a technician.  

What you can do: Unplug and carefully remake all coax connections.  If there's securing nuts they need to be firmly finger tight, it they are push on connectors, push home firmly with a gentle twist.  Next, reboot the hub - that should zero the error counters, so if the 3.1 channel shows a rising uncorrectable error count after that then there's still a problem.  Staff will take a look and advise in due course.

Thanks, Andrew. I'm following up these suggestions, and monitoring the connection quality. It's been a bit better today - here's hoping.

Ken

same problem here, hub 3.0