Internet connection lost - Motorola SB5101 Modem Is Shutting Down and Rebooting...

[nbikeman]

Help! 

Once in a while, my internet connection is lost and is fails to stay connected for no more than a few minutes before the cconnection is lost again. There is no particular time of day this occurs. However, it has been occurring more frequently (over the last few months).

After a while, the connection (or modem) becomes stable. Tonight, the internet connection is stable enough to create this message. Current uptime is about 18-hours. 

What is wrong?

Is it a Rogers network problem?

Is it a cable modem problem?

A look at the log from the Motorola SB5101 shows critical codes R004.0 and R005.0 just before the modem shuts down and reboots each time.  Below is a portion of the log that shows these critical codes. Anybody know what these critical "Unicast Maintenance" errors mean?

A couple of things to note. The log timestamp date is correct except for the time (GMT?). And, the timestamp is reset to 1970-01-01 00:00:00 before the modem gets the current time from(?). 

The EDT when this occurred was approx. between 11pm and 1:30am.

Modem info....  about 3.5-years old.

   Software Version: SB5101N-2.7.1.0-GA-00-NOSH
   Hardware Version: 1
   MIB Version: II
   GUI Version: 1.0

Time Priority Code Description
2010-08-17 05:14:30 6-Notice M571.1 Ethernet link up - ready to pass packets
2010-08-17 05:14:28 6-Notice M571.4 Ethernet link dormant - not currently active
1970-01-01 00:01:18 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:01:11 3-Critical R002.0 No Ranging Response received - T3 time-out (US 1)
1970-01-01 00:00:46 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
1970-01-01 00:00:25 3-Critical R002.0 No Ranging Response received - T3 time-out (US 1)
1970-01-01 00:00:03 6-Notice M571.1 Ethernet link up - ready to pass packets
2010-08-17 05:11:31 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2010-08-17 05:11:31 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2010-08-17 05:10:59 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2010-08-17 04:44:47 6-Notice M571.1 Ethernet link up - ready to pass packets
2010-08-17 04:44:45 6-Notice M571.4 Ethernet link dormant - not currently active
1970-01-01 00:01:07 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:00:58 6-Notice M572.0 Rng Rsp Abort Status - Reinitialize MAC...
1970-01-01 00:00:58 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
1970-01-01 00:00:52 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:14 3-Critical R002.0 No Ranging Response received - T3 time-out (US 1)
1970-01-01 00:00:03 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:00:02 6-Notice M571.4 Ethernet link dormant - not currently active
2010-08-17 04:41:59 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2010-08-17 04:41:59 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2010-08-17 04:41:26 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2010-08-17 04:20:41 6-Notice M571.1 Ethernet link up - ready to pass packets
2010-08-17 04:20:39 6-Notice M571.4 Ethernet link dormant - not currently active
2010-08-17 04:19:21 6-Notice M571.1 Ethernet link up - ready to pass packets
2010-08-17 04:19:19 6-Notice M571.4 Ethernet link dormant - not currently active

2010-08-17 04:17:56 3-Critical I002.0 REG RSP not received
1970-01-01 00:00:28 4-Error D004.3 ToD request sent- No Response received
1970-01-01 00:00:22 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:00:14 3-Critical R002.0 No Ranging Response received - T3 time-out (US 1)
1970-01-01 00:00:04 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:00:02 6-Notice M571.4 Ethernet link dormant - not currently active
2010-08-17 04:17:01 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2010-08-17 04:17:01 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2010-08-17 04:16:29 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2010-08-17 03:36:55 6-Notice M571.1 Ethernet link up - ready to pass packets
2010-08-17 03:36:53 6-Notice M571.4 Ethernet link dormant - not currently active
2010-08-17 03:35:25 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2010-08-17 03:35:17 6-Notice M572.0 T4 No Station Maint Timeout - Reinitialize MAC...
2010-08-17 03:35:17 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:44 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:00:31 3-Critical R002.0 No Ranging Response received - T3 time-out (US 1)
1970-01-01 00:00:03 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:00:02 6-Notice M571.4 Ethernet link dormant - not currently active
2010-08-17 03:33:56 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2010-08-17 03:33:56 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2010-08-17 03:33:23 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2010-08-17 03:23:30 6-Notice M571.1 Ethernet link up - ready to pass packets
2010-08-17 03:23:28 6-Notice M571.4 Ethernet link dormant - not currently active
2010-08-17 03:22:01 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
2010-08-17 03:21:48 6-Notice M572.0 T4 No Station Maint Timeout - Reinitialize MAC...
2010-08-17 03:21:48 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
1970-01-01 00:00:41 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:00:18 3-Critical R002.0 No Ranging Response received - T3 time-out (US 1)
1970-01-01 00:00:03 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:00:02 6-Notice M571.4 Ethernet link dormant - not currently active
2010-08-17 03:20:32 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2010-08-17 03:20:32 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2010-08-17 03:20:00 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2010-08-17 03:00:53 6-Notice M571.1 Ethernet link up - ready to pass packets
2010-08-17 03:00:51 6-Notice M571.4 Ethernet link dormant - not currently active
1970-01-01 00:01:14 3-Critical D003.0 DHCP WARNING - Non-critical field invalid in response.
1970-01-01 00:01:02 6-Notice M572.0 Rng Rsp Abort Status - Reinitialize MAC...
1970-01-01 00:01:02 3-Critical R007.0 Unicast Ranging Received Abort Response - Re- initializing MAC
1970-01-01 00:00:54 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:21 3-Critical R002.0 No Ranging Response received - T3 time-out (US 1)
1970-01-01 00:00:03 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:00:02 6-Notice M571.4 Ethernet link dormant - not currently active
2010-08-17 02:58:05 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2010-08-17 02:58:05 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance o
2010-08-17 02:57:33 3-Critical R005.0 Started Unicast Maintenance Ranging - No Response received - T3 time-out
2010-08-17 02:29:48 6-Notice M571.1 Ethernet link up - ready to pass packets

***edited labels***

[tandar]

Assuming you are rent the modem, your easiest option is most likely to take it in to a rogers plus store and exchange it. You will need to bring the modem itself, the power cable and a piece of photo ID.

[Jeffrey · Accepted solution]

Hello nbikeman.

Are you able to explain the cable wiring/layout? Sometimes the Internet Modem & Phone Modem or Digital Box share the same line and are connected to a splitter. Many times the splitter is the reason for intermittent service, or a loose connector or sometimes a small cut, staple or kink in the cable line.

Also make sure that all cables and power cords are tightly connected and not damaged.

If you do not feel comfortable inspecting or modifying any of the wiring please feel free to contact our CARE department to schedule a Field Technician.

http://www.rogers.com/web/content/contactus

[RogersErin]

Thanks for the help tandar and Jeffrey.

@nbikeman,

Did you get your modem issue resolved?