CAX30 - losing signal every few minutes

Question

MODEM-ROUTER purchased from costco in May 2022.

Problem started 2 weeks ago and keeps happening every few minutes.

I work from home and can't have any type of teams or zoom meeting without losing sound every minute for 5-10 sec...

I have performed reset, updated firmware, renamed my wifi networks...

Same problem happens form any device.

My ISP confirmed everything is fine on their end.

I need help urgently.

Thanks

FURRYe38 · Answer

What Firmware version is currently loaded?
Happens on wired devices as well?&nbsp;
&nbsp;
What channels are you using? Auto? Try Auto and 48 on 5Ghz. Or try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.Any Wifi Neighbors near by? If so, how many?
&nbsp;
Please post a copy and paste of the modems connection status and event log page.https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-routerhttps://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router
&nbsp;
Have the ISP check the signal and line quality UP to the modem.&nbsp;Be sure the ISP provisions the modem correctly.Be sure there are no coax cable line splitters in the between the modem and ISP service box.&nbsp;Be sure your using good quality RG6 coax cable up to the modem.&nbsp;Be sure to power OFF the modem for 1 minute then back ON.https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

FURRYe38 · Answer

Well power is a bit on the low side but with in specs.&nbsp;
Zeros for Correct and un-correctables.&nbsp;
&nbsp;
Has a factory reset and setup from scratch been performed.&nbsp;
Try reducing the WiFi power on the modem from 100% to 50%.&nbsp;Under Advanced Tab/Advanced Settings/Wireless Settings
&nbsp;
Can you find out what channels your Neighbors are using?
Set channels 1 and 40 or 11 and 48 or 149 for the wifi radios.&nbsp;
&nbsp;
Please post a copy of the Event Logs as well here.&nbsp;
&nbsp;

mikaelderderian · Answer

Thank you so much for the support. I just changed the channels as suggested and issue continues.Note that I have 3 WIFI neighbors - their network names are very different.Cable type and setup has not been changed since may when it was working perfectly (issue started couple weeks ago)Hardware VersionV1.01Firmware VersionV1.4.10.10Cable Firmware VersionV1.04.09Here is the data from the cable connection tab.Cable ConnectionFrequency start ValueThis field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.Starting Frequency&nbsp;&lt;tabindex=-1&gt;Startup Procedure&lt;/tabindex=-1&gt;ProcedureStatusCommentAcquire Downstream Channel675000000 HzLockedConnectivity StateOKRegistration CompleteBoot StateOKOperationalSecurityEnabledBPI+IP Provisioning ModeHonor MDDIPv4 only&nbsp;&lt;tabindex=-1&gt;Downstream Bonded Channels&lt;/tabindex=-1&gt;&nbsp;ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectabables1Locked256 QAM31675000000 Hz-2.-5 dBmV40.4 dB482192Locked256 QAM1489000000 Hz0.8 dBmV42.9 dB003Locked256 QAM2495000000 Hz0.7 dBmV42.8 dB004Locked256 QAM3501000000 Hz0.5 dBmV42.6 dB005Locked256 QAM4507000000 Hz0.5 dBmV42.7 dB006Locked256 QAM5513000000 Hz0.8 dBmV42.9 dB007Locked256 QAM6519000000 Hz0.3 dBmV42.6 dB008Locked256 QAM7525000000 Hz0.0 dBmV42.4 dB009Locked256 QAM8531000000 Hz0.3 dBmV42.6 dB0010Locked256 QAM9537000000 Hz0.3 dBmV42.7 dB0011Locked256 QAM10543000000 Hz0.-3 dBmV41.8 dB0012Locked256 QAM11549000000 Hz0.-5 dBmV42.0 dB0013Locked256 QAM12555000000 Hz0.-4 dBmV42.2 dB0014Locked256 QAM13561000000 Hz0.-1 dBmV42.3 dB0015Locked256 QAM14567000000 Hz0.-9 dBmV41.2 dB0016Locked256 QAM15573000000 Hz-1.-4 dBmV41.4 dB0017Locked256 QAM16585000000 Hz0.-8 dBmV41.9 dB0018Locked256 QAM17591000000 Hz-1.-5 dBmV41.2 dB0019Locked256 QAM18597000000 Hz-1.-6 dBmV41.4 dB0020Locked256 QAM19603000000 Hz-1.-7 dBmV41.5 dB0021Locked256 QAM20609000000 Hz-1.-9 dBmV41.4 dB0022Locked256 QAM21615000000 Hz-2.0 dBmV41.2 dB0023Locked256 QAM22621000000 Hz-2.-4 dBmV41.1 dB0024Locked256 QAM23627000000 Hz-2.-4 dBmV40.8 dB0025Locked256 QAM24633000000 Hz-2.-6 dBmV38.3 dB0026Locked256 QAM25639000000 Hz-2.-9 dBmV37.3 dB0027Locked256 QAM26645000000 Hz-2.-7 dBmV41.0 dB0028Locked256 QAM27651000000 Hz-2.-8 dBmV41.0 dB0029Locked256 QAM28657000000 Hz-3.-2 dBmV40.7 dB0030Locked256 QAM29663000000 Hz-3.-2 dBmV40.7 dB0031Locked256 QAM30669000000 Hz-2.-9 dBmV40.8 dB0032Not LockedUnknown00 Hz0.0 dBmV0.0 dB00&nbsp;&lt;tabindex=-1&gt;Upstream Bonded Channels&lt;/tabindex=-1&gt;&nbsp;ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower1LockedATDMA15120 Ksym/sec21900000 Hz42.3 dBmV2LockedATDMA25120 Ksym/sec28300000 Hz42.8 dBmV3LockedATDMA35120 Ksym/sec34700000 Hz44.3 dBmV4LockedATDMA45120 Ksym/sec39500000 Hz45.8 dBmV5Not LockedUnknown00 Ksym/sec0 Hz0 dBmV6Not LockedUnknown00 Ksym/sec0 Hz0 dBmV7Not LockedUnknown00 Ksym/sec0 Hz0 dBmV8Not LockedUnknown00 Ksym/sec0 Hz0 dBmV&nbsp;&lt;tabindex=-1&gt;Downstream OFDM Channels&lt;/tabindex=-1&gt;&nbsp;ChannelChannel IDIndicatorSubcarrier Zero FrequencyActive Subcarrier Number RangeTotal CodewordsUncorrectable Codewords132Non-Primary611.6 MHz1348 ~ 2747192376317020Other0 MHz0 ~ 000&nbsp;&nbsp;&nbsp;ChannelUpstreamIsMutedRanging StatusSubcarrier Zero FrequencyActive Subcarrier Number RangeSymbols Per FrameTx Power1&nbsp;Other0 MHz0 ~ 000 dBmV2&nbsp;Other0 MHz0 ~ 000 dBmV

mikaelderderian · Answer

Thanks again.I did change to 50% but issue continues - same for the channels.Manufacturing reset has been done last week.I don't have an easy way to get the channel from my neighbors...Here is the log event:TimePriorityDescription2022-09-29 11:44:28Warning (5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;2022-09-29 11:44:23Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;2022-09-29 11:44:22Notice (6)TLV-11 - unrecognized OID;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;2022-09-29 11:44:21Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:30Notice (6)Honoring MDD; IP provisioning mode = IPv41970-01-01 00:00:24Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:32Critical (3)No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:25Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:32Critical (3)No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:25Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:32Critical (3)No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:25Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;2022-09-22 17:39:58Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:32Critical (3)No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:24Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;2022-09-22 14:59:21Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;1970-01-01 00:00:29Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;2022-09-21 08:49:51Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;

FURRYe38 · Answer

You some Criticals that the ISP needs to review and resolve.
&nbsp;
I would have the ISP online with you while checking there logs and signal if they can see the modem go off line...

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CAX30 - losing signal every few minutes

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Hardware Version	V1.01
Firmware Version	V1.4.10.10
Cable Firmware Version	V1.04.09