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polishkaz's avatar
polishkaz
Guide
Jul 24, 2016

C7000 random internet disconnection, please help

 

Hello,

I was having some slight issues with intermittent dropouts with an old modem so I purchased a new Netgear ac1900 c7000 modem router combo.  The issues have persisted.  I am hoping someone here who is better at networking troubleshooting can help me out.  Attached below are my logs and additional information.  I have a tech coming out on Tuesday but I would like to know ahead of time if the issue appears to be on my end or cox's end.  Can anyone assist me if I provide logs, event logs and cable connection information?  Thanks!!:

 
Troubleshooting

3 Replies

  • polishkaz's avatar
    polishkaz
    Guide
    Jul 24, 2016

    My event logs:

    TimePriorityDescription
    2016-7-17, 05:40:14Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:37Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-17, 17:40:43Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:37Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-18, 07:35:58Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-18, 10:47:16Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:37Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-18, 23:21:31Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-19, 00:46:31Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-19, 13:48:09Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:37Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-21, 18:43:01Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:37Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:37Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-22, 05:55:02Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-23, 00:54:57Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-23, 17:53:19Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-23, 20:51:37Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-23, 21:19:07Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:38Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-24, 14:31:03Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:37Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-7-24, 19:01:22Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    1970-1-1, 00:00:37Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:40Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT
    1970-1-1, 00:00:40Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
    1970-1-1, 00:00:47Notice (6) Honoring MDD; IP provisioning mode = IPv4
    1970-1-1, 00:00:49Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.0;CM-VER=3.0;
    2016-7-24, 20:06:42Notice (6) TLV-11 - unrecognized OID;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
    2016-7-24, 20:07:25Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=b0:7f:b9:00:4e:a0;CMTS-MAC=00:25:84:57:19:9d;CM-QOS=1.1;CM-VER=3.0;
     
     and cable connection settings
     
    Startup Procedure
    ProcedureStatusComment
    Acquire Downstream Channel825000000 HzLocked
    Connectivity StateOKOperational
    Boot StateOKOperational
    SecurityEnabledBPI+
    IP Provisioning ModeHonor MDDhonorMdd(4)
     
    Downstream Bonded Channels
    ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
    1LockedQAM25699825000000 Hz8.3 dBmV42 dB00
    2LockedQAM25697813000000 Hz8.1 dBmV42.1 dB00
    3LockedQAM25698819000000 Hz8.3 dBmV42.1 dB00
    4LockedQAM256100831000000 Hz8.2 dBmV41.8 dB00
    5LockedQAM256101837000000 Hz8.6 dBmV40.1 dB00
    6LockedQAM256102843000000 Hz8.6 dBmV41.5 dB00
    7LockedQAM256103849000000 Hz8.5 dBmV41.7 dB00
    8LockedQAM256104855000000 Hz8.8 dBmV41.8 dB00
    9LockedQAM256105861000000 Hz9.1 dBmV42.1 dB00
    10LockedQAM256106867000000 Hz8.8 dBmV41.9 dB00
    11LockedQAM256107873000000 Hz9.3 dBmV42 dB00
    12LockedQAM256108879000000 Hz9.8 dBmV42.3 dB00
    13LockedQAM256109885000000 Hz9.2 dBmV42.1 dB00
    14LockedQAM256110891000000 Hz9.7 dBmV42.3 dB00
    15LockedQAM256111897000000 Hz10.2 dBmV42.4 dB00
    16LockedQAM256112903000000 Hz9.7 dBmV42.2 dB00
    17LockedQAM256113909000000 Hz9.6 dBmV43.2 dB00
    18LockedQAM256114915000000 Hz10 dBmV43.2 dB00
    19LockedQAM256115921000000 Hz9.2 dBmV43.2 dB00
    20LockedQAM256116927000000 Hz9.8 dBmV43.2 dB00
    21LockedQAM256117933000000 Hz10.7 dBmV43.3 dB00
    22LockedQAM256118939000000 Hz10.6 dBmV43.8 dB00
    23LockedQAM256119945000000 Hz10.9 dBmV43.3 dB00
    24LockedQAM256120951000000 Hz12.1 dBmV43.9 dB00
     
    Upstream Bonded Channels
    ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
    1LockedATDMA12560 Ksym/sec24400000 Hz41.4 dBmV
    2LockedATDMA25120 Ksym/sec29200000 Hz40.5 dBmV
    3LockedATDMA35120 Ksym/sec35600000 Hz42 dBmV
    4LockedATDMA42560 Ksym/sec40400000 Hz42 dBmV
    5Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    6Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    7Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
    8Not LockedUnknown00 Ksym/sec0 Hz0.0 dBmV
     
    Current System Time:Sun Jul 24 20:22:20 2016
    • DarrenM's avatar
      DarrenM
      Sr. NETGEAR Moderator
      Jul 26, 2016

      Hello polishkaz

       

      I am seeing quite a lot of T4 timeouts in your logs I would say you should contact your ISP and maybe have them come out and check the cable lines.

       

      DarrenM

      • polishkaz's avatar
        polishkaz
        Guide
        Nov 06, 2016

        Been back and forth with Cox, no issue found, multiple times, signals are all clean and within spec.  They are claiming to not see as many T4 timeouts as I am.  I noticed I'm running firmware1.01.18 when the netgear website says I should be running 1.01.15.  What gives, anyway to get the older version to test it out?  Did cox push a firmware thats screwing me?