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Forum Discussion
CAX30 Drops Internet Connection
CAX30 modem/router with firmware 2.2.2.2
My CAX30 had been solid for about the past 2 1/2 months after a tech came out to install a splitter to reduce power levels. Before installing the splitter, power levels on the downstream channels were running in excess of the recommended 7dBmV - 7.5 dBmV to 9.5 dBmV. Upstream voltages were 46.5 dBmV to 47.5 dBmV which is within specs. With the splitter, power levels on the downstream side run between 6.3 dBmV and 4.1 dBmV, but with the splitter in place, upstream voltages are above specs - 49.8 dBmV to 51 dBmV. Upstream voltages should be between 38 dBmV and 48 dBmV.
Without the splitter, I was getting a "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing" critical error when the connection would go down. I no longer get that error. With the splitter in place, I get two warnings: "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW" and "Dynamic Range Window violation"
Before calling Optimum, I was hoping that I might get some additional information about this.
Thank you in advance.
9 Replies
Please post a copy and paste of the modems event log page.
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-routerIf your seeing over +7dbm on the power levels, then find you a -6dbm coax line attenuator.
I'm not seeing elevated downstream voltages. As I said in the post, the downstream voltages are now running less than 7 dBmV with either the splitter that Optimum provided or a 3 dB attenuator that I placed on the line. I do see elevated upstream voltages with either the splitter or the attenuator attached. Optimum warned me that this would happen
The attached Event Log shows warnings and errors since the error changed from a sync timing error to a RNG-RSP CCAP Commanded Power error and Dynamic Range Window violation. I also included a cable connection diagnostic. I removed MAC addresses for privacy concerns. Is this error occurring because the upstream power levels are now elevated?
Ok, power looks good.
Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.
Have the ISP check the signal and line quality UP to the modem. 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.
Be sure your using good quality RG6 coax cable up to the modem.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/Has a factory reset and setup from scratch been performed since last FW update?
