The CM3000, which I have owned for <30 days, is having repeated disconnection issues. Cox is my ISP. The disconnections occur randomly, but multiple times per day and always require a hard reboot. The Event Log shows many lines associated with each disconnect, but the "critical" error that prompts the disconnect appears to be the following: SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; This identical entry has occurred dozens of times. Cox technicians have replaced all cable lines and connections to and from the modem out to the street. The last Cox service technician says that the modem is failing to maintain an upstream channel lock and that the problem is with the modem. Additional information:ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables1LockedQAM2565141000000 Hz7.9 dBmV45.6 dB002LockedQAM2561117000000 Hz7.6 dBmV45.2 dB003LockedQAM2562123000000 Hz7.9 dBmV45.6 dB004LockedQAM2563129000000 Hz7.9 dBmV45.6 dB005LockedQAM2564135000000 Hz8.0 dBmV45.8 dB006LockedQAM2566147000000 Hz7.8 dBmV45.9 dB007LockedQAM2567153000000 Hz7.7 dBmV45.9 dB008LockedQAM2568159000000 Hz7.7 dBmV45.9 dB009LockedQAM2569165000000 Hz7.6 dBmV45.9 dB0010LockedQAM25610171000000 Hz7.6 dBmV46.0 dB0011LockedQAM25611177000000 Hz7.5 dBmV45.9 dB0012LockedQAM25612183000000 Hz7.7 dBmV46.0 dB0013LockedQAM25613189000000 Hz7.7 dBmV46.0 dB0014LockedQAM25614195000000 Hz7.8 dBmV44.5 dB0015LockedQAM25615201000000 Hz7.8 dBmV45.1 dB0016LockedQAM25616207000000 Hz7.8 dBmV45.3 dB0017LockedQAM25617213000000 Hz7.9 dBmV46.0 dB0018LockedQAM25618219000000 Hz7.8 dBmV46.1 dB0019LockedQAM25619225000000 Hz7.7 dBmV46.2 dB0020LockedQAM25620231000000 Hz7.7 dBmV46.3 dB0021LockedQAM25621237000000 Hz7.5 dBmV46.3 dB0022LockedQAM25622243000000 Hz7.5 dBmV46.3 dB0023LockedQAM25623249000000 Hz7.4 dBmV46.3 dB0024LockedQAM25624255000000 Hz7.4 dBmV46.0 dB0025LockedQAM25625735000000 Hz6.0 dBmV44.1 dB0026LockedQAM25626741000000 Hz6.0 dBmV44.0 dB0027LockedQAM25627747000000 Hz5.9 dBmV43.9 dB0028LockedQAM25628753000000 Hz6.2 dBmV43.9 dB0029LockedQAM25629759000000 Hz6.1 dBmV43.8 dB0030LockedQAM25630765000000 Hz6.0 dBmV43.8 dB0031LockedQAM25631771000000 Hz5.9 dBmV43.7 dB0032LockedQAM25632777000000 Hz5.7 dBmV43.6 dB00 Upstream Bonded Channels (Partial Service)ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower1LockedATDMA25120 Ksym/sec24000000 Hz34.5 dBmV2LockedATDMA15120 Ksym/sec17600000 Hz34.0 dBmV3LockedATDMA35120 Ksym/sec30400000 Hz34.5 dBmV4LockedATDMA45120 Ksym/sec36800000 Hz35.0 dBmV5Not LockedUnknown0000.0 dBmV6Not LockedUnknown0000.0 dBmV7Not LockedUnknown0000.0 dBmV8Not LockedUnknown0000.0 dBmV Downstream OFDM ChannelsChannelLock StatusProfile IDChannel IDFrequencyPowerSNR / MERActive SubcarrierNumber RangeUnerroredCodewordsCorrectableCodewordsUncorrectableCodewords1Locked0 ,1 ,2 ,3159300000000 Hz7.78 dBmV45.5 dB296 ~ 7895822941641716482102Locked0 ,1 ,2 ,3160918000000 Hz7.18 dBmV43.4 dB2216 ~ 5975821676771106610534 Upstream OFDMA ChannelsChannelLock StatusModulation / Profile IDChannel IDFrequencyPower1Not Locked11 ,13636800000 Hz31.0 dBmV2Not Locked000 Hz0 dBmV Advice, assistance would be much appreciated.

All this is on the ISP. Got word that the ISP has corrected this on there side. CM3000 modems should be good now. Please contact the ISP for continued help and information regarding this. Good Luck.

I am providing the results of my further investigation. This assessment comes from a ChatGPT analysis of the CM3000 diagnostic information and event logs: Observed Technical Symptoms:1. Modem Diagnostic Status: - Startup Procedure: Successfully completes downstream acquisition, DHCP, and provisioning. - Cable Diagnostic: Status = Poor | Mode = Partial Service2. Upstream Bonding (SC-QAM & OFDMA): - Channels 1–4 (ATDMA) locked at: - Frequencies: 17.6–36.8 MHz - Power: 34.0 to 35.0 dBmV - Channel 5 and OFDMA Upstream Channel 1 (Channel ID 6 @ 36.8 MHz): - Not Locked - Power reported = 0 dBmV - Modulation/Profile = 11,13 - Power when it appears = 31.0 dBmV3. Downstream: - All 32 SC-QAM channels locked with SNR from 43.7 to 46.3 dB, power +5.8 to +8.0 dBmV - Two OFDM downstream channels locked, minimal correctables, zero uncorrectables4. DOCSIS Event Log (during each drop): - SYNC Timing Synchronization failure – Failed to acquire QAM/QPSK symbol timing - RNG-RSP CCAP Commanded Power Exceeds Value - Dynamic Range Window violation - DHCP Warning – Non-critical field invalid in response - Unrecognized OID - US profile assignment changeTechnical Assessment:The modem consistently fails to lock Channel 5 or the OFDMA upstream path (~36.8 MHz), which appears to be required under certain provisioning states or load.- OFDMA Channel ID 6 remains in a Not Locked state, often with low reported power (31.0 dBmV), likely below CMTS thresholds or too noisy to maintain sync.- The SYNC Timing and RNG-RSP events suggest return path SNR or ingress noise impairments, likely within the 24–40 MHz range, or an upstream profile mismatch with the CMTS.Advice would be appreciated.

Power is a bit high on some channels. What FW is loaded on the modem? Please post the Event logs data page so we can see that data.

Latest firmware is loaded. Event

Event Log: Fri May 30 14:27:11 2025(Critical (3))No Ranging Response received - T3 time-out;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:9a:d2:d2:dd:cb;CM-QOS=1.1;CM-VER=3.1;Fri May 30 14:25:42 2025(Notice (6))US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 10 13.;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:9a:d2:d2:dd:cb;CM-QOS=1.1;CM-VER=3.1;Fri May 30 14:25:29 2025(Warning (5))Dynamic Range Window violationFri May 30 14:25:29 2025(Warning (5))RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:9a:d2:d2:dd:cb;CM-QOS=1.1;CM-VER=3.1;Fri May 30 14:25:24 2025(Notice (6))DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:9a:d2:d2:dd:cb;CM-QOS=1.1;CM-VER=3.1;Fri May 30 14:25:22 2025(Notice (6))DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:9a:d2:d2:dd:cb;CM-QOS=1.1;CM-VER=3.1;Fri May 30 14:25:17 2025(Notice (6))TLV-11 - unrecognized OID;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:9a:d2:d2:dd:cb;CM-QOS=1.1;CM-VER=3.1;Time Not Established(Warning (5))DHCP WARNING - Non-critical field invalid in response ;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:9a:d2:d2:dd:cb;CM-QOS=1.1;CM-VER=3.1;Time Not Established(Notice (6))Honoring MDD; IP provisioning mode = IPv4Time Not Established(Critical (3))SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

MojoGene

Tutor

May 29, 2025

CM3000 Repeated Cox disconnects with SYNC Timing Synchronization failure

The CM3000, which I have owned for <30 days, is having repeated disconnection issues. Cox is my ISP. The disconnections occur randomly, but multiple times per day and always require a hard reboot. The Event Log shows many lines associated with each disconnect, but the "critical" error that prompts the disconnect appears to be the following:

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=54:07:7d:c6:e4:28;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

This identical entry has occurred dozens of times.

Cox technicians have replaced all cable lines and connections to and from the modem out to the street. The last Cox service technician says that the modem is failing to maintain an upstream channel lock and that the problem is with the modem.

Additional information:

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	5	141000000 Hz	7.9 dBmV	45.6 dB	0	0
2	Locked	QAM256	1	117000000 Hz	7.6 dBmV	45.2 dB	0	0
3	Locked	QAM256	2	123000000 Hz	7.9 dBmV	45.6 dB	0	0
4	Locked	QAM256	3	129000000 Hz	7.9 dBmV	45.6 dB	0	0
5	Locked	QAM256	4	135000000 Hz	8.0 dBmV	45.8 dB	0	0
6	Locked	QAM256	6	147000000 Hz	7.8 dBmV	45.9 dB	0	0
7	Locked	QAM256	7	153000000 Hz	7.7 dBmV	45.9 dB	0	0
8	Locked	QAM256	8	159000000 Hz	7.7 dBmV	45.9 dB	0	0
9	Locked	QAM256	9	165000000 Hz	7.6 dBmV	45.9 dB	0	0
10	Locked	QAM256	10	171000000 Hz	7.6 dBmV	46.0 dB	0	0
11	Locked	QAM256	11	177000000 Hz	7.5 dBmV	45.9 dB	0	0
12	Locked	QAM256	12	183000000 Hz	7.7 dBmV	46.0 dB	0	0
13	Locked	QAM256	13	189000000 Hz	7.7 dBmV	46.0 dB	0	0
14	Locked	QAM256	14	195000000 Hz	7.8 dBmV	44.5 dB	0	0
15	Locked	QAM256	15	201000000 Hz	7.8 dBmV	45.1 dB	0	0
16	Locked	QAM256	16	207000000 Hz	7.8 dBmV	45.3 dB	0	0
17	Locked	QAM256	17	213000000 Hz	7.9 dBmV	46.0 dB	0	0
18	Locked	QAM256	18	219000000 Hz	7.8 dBmV	46.1 dB	0	0
19	Locked	QAM256	19	225000000 Hz	7.7 dBmV	46.2 dB	0	0
20	Locked	QAM256	20	231000000 Hz	7.7 dBmV	46.3 dB	0	0
21	Locked	QAM256	21	237000000 Hz	7.5 dBmV	46.3 dB	0	0
22	Locked	QAM256	22	243000000 Hz	7.5 dBmV	46.3 dB	0	0
23	Locked	QAM256	23	249000000 Hz	7.4 dBmV	46.3 dB	0	0
24	Locked	QAM256	24	255000000 Hz	7.4 dBmV	46.0 dB	0	0
25	Locked	QAM256	25	735000000 Hz	6.0 dBmV	44.1 dB	0	0
26	Locked	QAM256	26	741000000 Hz	6.0 dBmV	44.0 dB	0	0
27	Locked	QAM256	27	747000000 Hz	5.9 dBmV	43.9 dB	0	0
28	Locked	QAM256	28	753000000 Hz	6.2 dBmV	43.9 dB	0	0
29	Locked	QAM256	29	759000000 Hz	6.1 dBmV	43.8 dB	0	0
30	Locked	QAM256	30	765000000 Hz	6.0 dBmV	43.8 dB	0	0
31	Locked	QAM256	31	771000000 Hz	5.9 dBmV	43.7 dB	0	0
32	Locked	QAM256	32	777000000 Hz	5.7 dBmV	43.6 dB	0	0

Upstream Bonded Channels (Partial Service)

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 Ksym/sec	24000000 Hz	34.5 dBmV
2	Locked	ATDMA	1	5120 Ksym/sec	17600000 Hz	34.0 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	30400000 Hz	34.5 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	36800000 Hz	35.0 dBmV
5	Not Locked	Unknown	0	0	0	0.0 dBmV
6	Not Locked	Unknown	0	0	0	0.0 dBmV
7	Not Locked	Unknown	0	0	0	0.0 dBmV
8	Not Locked	Unknown	0	0	0	0.0 dBmV

Downstream OFDM Channels

Channel	Lock Status	Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0 ,1 ,2 ,3	159	300000000 Hz	7.78 dBmV	45.5 dB	296 ~ 7895	82294164	17164821	0
2	Locked	0 ,1 ,2 ,3	160	918000000 Hz	7.18 dBmV	43.4 dB	2216 ~ 5975	82167677	11066105	34

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	11 ,13	6	36800000 Hz	31.0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

Advice, assistance would be much appreciated.

cm3000

22 Replies

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FURRYe38
Guru - Experienced User
May 30, 2025
Power is a bit high on some channels.

What FW is loaded on the modem?

Please post the Event logs data page so we can see that data.
MojoGene
Tutor
May 30, 2025
I am providing the results of my further investigation. This assessment comes from a ChatGPT analysis of the CM3000 diagnostic information and event logs:

Observed Technical Symptoms:
1. Modem Diagnostic Status:
- Startup Procedure: Successfully completes downstream acquisition, DHCP, and provisioning.
- Cable Diagnostic: Status = Poor | Mode = Partial Service
2. Upstream Bonding (SC-QAM & OFDMA):
- Channels 1–4 (ATDMA) locked at:
- Frequencies: 17.6–36.8 MHz
- Power: 34.0 to 35.0 dBmV
- Channel 5 and OFDMA Upstream Channel 1 (Channel ID 6 @ 36.8 MHz):
- Not Locked
- Power reported = 0 dBmV
- Modulation/Profile = 11,13
- Power when it appears = 31.0 dBmV
3. Downstream:
- All 32 SC-QAM channels locked with SNR from 43.7 to 46.3 dB, power +5.8 to +8.0 dBmV
- Two OFDM downstream channels locked, minimal correctables, zero uncorrectables
4. DOCSIS Event Log (during each drop):
- SYNC Timing Synchronization failure – Failed to acquire QAM/QPSK symbol timing
- RNG-RSP CCAP Commanded Power Exceeds Value
- Dynamic Range Window violation
- DHCP Warning – Non-critical field invalid in response
- Unrecognized OID
- US profile assignment change
Technical Assessment:
The modem consistently fails to lock Channel 5 or the OFDMA upstream path (~36.8 MHz), which appears to be required under certain provisioning states or load.
- OFDMA Channel ID 6 remains in a Not Locked state, often with low reported power (31.0 dBmV), likely below CMTS thresholds or too noisy to maintain sync.
- The SYNC Timing and RNG-RSP events suggest return path SNR or ingress noise impairments, likely within the 24–40 MHz range, or an upstream profile mismatch with the CMTS.
Advice would be appreciated.

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CM3000 Repeated Cox disconnects with SYNC Timing Synchronization failure