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Forum Discussion
CAX80 constant restarts and factory resets.
Good evening. I've been having an issue for the past month and a half with my Cax80. I bought it last year and it worked pretty well for about a year until about a month and a half ago. I realized t...
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-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router
FizzyOtter wrote:
Good evening.
I've been having an issue for the past month and a half with my Cax80. I bought it last year and it worked pretty well for about a year until about a month and a half ago. I realized the router kept restarting a number of times. At first it was about once every other day. Sometimes it would go for a few days with no issue, but recently its been near constant. Sometimes in the morning and check the Nighthawk app I have to re setup the router once again.
My ISP (WOW) tells me it's a netgear issue and I had to contact them.
I've checked the logs over the past few days and noticed I've been getting errors such as No Ranging Response received - T3 time-out.Or SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
Other errors on the log are "Started Unicast Maintenance Ranging - No Response received - T3 time-out" also "DHCP WARNING - Non-critical field invalid in response"I've done some troubleshooting and physically checked my cable for any breaks. There is no splitter and it goes out the wall and to the utility pole next to my home.
EDIT: I just want to make sure i'm not missing any sort of troubleshooting step.
Cable Diagnostic
Status: Poor
Action:
[Partial Service]
If the Partial Service mode does not go away within a few hours (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required ones.
4) Contact your service provider for troubleshooting help.
[Downstream Power Level/Downstream SNR]
Try these actions (Click the Refresh button after each step):
1) Make sure the coaxial cable is tightly connected.
2) Remove any unnecessary splitters.
3) Replace any required splitters.
4) Contact your service provider for troubleshooting help.
Internet Access: Good
Downstream Status: Poor
Partial Service: Poor
Cable modem is in partial service mode. Your service provider might be under maintenance. Most of the time it won't affect your traffic and will automatically clear when work is complete.
Downstream Power Level: Poor
Downstream power is poor (11.3dBmV). The recommended level is between -10dBmV to 10dBmV.
Downstream SNR: Poor
Downstream SNR (signal to noise ratio) is poor (29.3dB). The recommended level is greater than 30dB.
Upstream Status: Good
Upstream Power Level: Good
Current time: Sat Jun 24 13:28:54 2023
Startup Procedure
Acquire Downstream Channel: 747 MHz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+
Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked 256 QAM 31 747000000 Hz 6.2 dBmV 32.5 dB 30461 36560
2 Locked 256 QAM 1 561000000 Hz 0.7 dBmV 29.8 dB 322060 316496
3 Locked 256 QAM 2 567000000 Hz 0 dBmV 29.3 dB 83090 86722
4 Locked 256 QAM 3 573000000 Hz 3 dBmV 29.5 dB 296826 261080
5 Locked 256 QAM 4 579000000 Hz 6.5 dBmV 32.3 dB 146927 173326
6 Locked 256 QAM 5 585000000 Hz 7.3 dBmV 35 dB 110855 173936
7 Locked 256 QAM 6 591000000 Hz 8.4 dBmV 35.3 dB 144096 177676
8 Locked 256 QAM 7 597000000 Hz 9.4 dBmV 35.6 dB 95276 136309
9 Locked 256 QAM 8 603000000 Hz 9.4 dBmV 36.6 dB 94369 155953
10 Locked 256 QAM 9 609000000 Hz 8.8 dBmV 37.4 dB 89233 155364
11 Locked 256 QAM 10 615000000 Hz 7.1 dBmV 35.6 dB 87182 151572
12 Locked 256 QAM 11 621000000 Hz 6.6 dBmV 33.8 dB 100780 157621
13 Locked 256 QAM 12 627000000 Hz 4.4 dBmV 32.9 dB 126560 173138
14 Locked 256 QAM 13 633000000 Hz 4.9 dBmV 35.4 dB 138284 167436
15 Locked 256 QAM 14 639000000 Hz 5.3 dBmV 37.1 dB 164354 188129
16 Locked 256 QAM 15 645000000 Hz 5.5 dBmV 37.8 dB 147483 172935
17 Locked 256 QAM 16 651000000 Hz 5.8 dBmV 38.4 dB 164979 190813
18 Locked 256 QAM 17 657000000 Hz 7.8 dBmV 39.4 dB 123044 169534
19 Locked 256 QAM 18 663000000 Hz 9.7 dBmV 40 dB 123172 175600
20 Locked 256 QAM 19 669000000 Hz 10.3 dBmV 40.3 dB 130229 179796
21 Locked 256 QAM 20 681000000 Hz 9.8 dBmV 41 dB 113576 175526
22 Locked 256 QAM 21 687000000 Hz 8.4 dBmV 40.6 dB 106555 163619
23 Locked 256 QAM 22 693000000 Hz 6.4 dBmV 39.8 dB 110540 172243
24 Locked 256 QAM 23 699000000 Hz 5 dBmV 39 dB 132043 177804
25 Locked 256 QAM 24 705000000 Hz 5.3 dBmV 38.8 dB 154055 184655
26 Locked 256 QAM 25 711000000 Hz 5.9 dBmV 39 dB 181533 193045
27 Locked 256 QAM 26 717000000 Hz 6.4 dBmV 39.1 dB 243837 211378
28 Locked 256 QAM 27 723000000 Hz 7.9 dBmV 39.5 dB 341205 229250
29 Locked 256 QAM 28 729000000 Hz 10.4 dBmV 40.1 dB 352220 238700
30 Locked 256 QAM 29 735000000 Hz 11.3 dBmV 40.3 dB 194172 202550
31 Locked 256 QAM 30 741000000 Hz 9 dBmV 39.9 dB 150066 190017
32 Not Locked Unknown 0 0 Hz 0.0 0.0 0 0
Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 1 2560 Ksym/sec 18000000 Hz 35.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 24600000 Hz 34.3 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 31000000 Hz 37.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 37400000 Hz 36.3 dBmV
5 Not Locked Unknown 0 0 0 0.0
6 Not Locked Unknown 0 0 0 0.0
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0
Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 32 527000000 Hz 10.08 dBmV 4804.0 dB 0 ~ 4095 83297 7217 76080
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0
Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
Event Log
Time Priority Description
Sat Jun 24 13:29:07 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:29:03 2023 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:28:53 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:28:52 2023 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:28:43 2023 Notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:28:33 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:28:23 2023 Notice CM-STATUS message sent. Event Type Code: 5; Chan ID: 2 14 17; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:28:04 2023 Notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:28:01 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:27:53 2023 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:27:39 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:27:38 2023 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:27:30 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:27:24 2023 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:26:58 2023 Notice CM-STATUS message sent. Event Type Code: 21; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:26:54 2023 Notice CM-STATUS message sent. Event Type Code: 1; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:26:50 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:26:42 2023 Notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:26:34 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:25:53 2023 Notice CM-STATUS message sent. Event Type Code: 4; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:25:33 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:25:26 2023 Notice CM-STATUS message sent. Event Type Code: 23; Chan ID: 32; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Sat Jun 24 13:25:25 2023 Warning MDD message timeout;CM-MAC=80:cc:9c:72:87:d0;CMTS-MAC=00:01:5c:b7:e8:49;CM-QOS=1.1;CM-VER=3.1;
Power levels are all over the place and should be with in 3db on each channel of each other AND some power is TOO high:
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
The ISP needs to get the channel power with in specs.
Any and all Criticals, Errors or Warnings in the event log needs to be reviewed and resolved by the ISP:
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.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
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.
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#M12853
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/I'll make sure to give this information to my ISP. Hopefully they will do something with it.
I really appreciate the response, thanks!What FW version is currently loaded on it?
Keep us posted on how it goes.