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Gina11's avatar
Gina11
Tutor
Mar 17, 2020

CM500 connectivity issues - Cox has no advice - log shows variety of critical errors

Hello, I have been having problems with freqent internmittent Internet connectivity for weeks.  I have a CM500-100NAS modem and an Orbi router with satellite.  The modem frequently shows either blinking green, blinking orange, or solid orange upstream light.  I check the Netgear gateway (which I can only do when the system is working) and everything shows "Good"  The firmware appears to be current for Cox: V1.01.11  I contacted Cox who refreshed and checked for errors on their end.  They also rebooted the modem.  The log shows a variety of errors:

Event Log
   
 
 
  
TimePriorityDescription
2020-3-17, 17:45:33Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 17:46:00Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 17:46:24Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 17:46:24Critical (3)Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 17:46:24Critical (3)16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 17:46:32Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 17:47:00Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 17:47:26Critical (3)No Ranging Response received - T3 time-out;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:48:22Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 17:48:24Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:48:59Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 17:49:01Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:49:18Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:49:19Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:49:36Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:49:37Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:49:54Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:49:55Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:50:12Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:50:13Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:50:30Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:50:31Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:50:48Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:50:49Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:51:06Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:51:07Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:51:24Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:51:25Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:51:42Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:51:43Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:52:00Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:52:01Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:52:18Critical (3)No UCDs Received - Timeout;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 17:52:19Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 18:07:41Critical (3)Resetting the cable modem due to docsDevResetNow1970-1-1, 00:00:22Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;1970-1-1, 00:00:34Notice (6)Honoring MDD; IP provisioning mode = IPv41970-1-1, 00:00:36Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.0;CM-VER=3.0;2020-3-17, 18:08:32Notice (6)TLV-11 - unrecognized OID;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;2020-3-17, 18:10:00Warning (5)Unicast DSID PSN startup error 
 

7 Replies

  • Gina11's avatar
    Gina11
    Tutor
    Mar 17, 2020

    I attached the event log because it wasnt legible in the body of the post.  Reposting it here in case it is not legible.  Thank you for any help you can provide!

  • plemans's avatar
    plemans
    Guru - Experienced User
    Mar 17, 2020

    take a screen snip of the modem's connection page. it should show things like upload/download-snr/etc. 

    that helps show your connection to the isp with the logs. 

    if you have any splitter, attenuators, amplifiers in line, remove them. 

    also prefereable to mode the mode to right where the coax enters the home. this prevents the wiring within the walls from being an issue. 

    check all connectors for corrosion/loose/cheap/bad. 

    • Gina11's avatar
      Gina11
      Tutor
      Mar 18, 2020

      plemans, thank you for your reply.  I did as you suggested. Checked connections, cords, etc. No splitters, etc.  As a precaution I also removed my T Mobile cell spot that was plugged into the router.

       

      This morning the downstream link was blinking amber while the upstream was green solid. My dashboard also showed all 4 uplinks locked, unlike yesterday when I only had 1.  

       

      Now it is 6 hours later, and I have reverted to the same situation. The upstream has amber blinking light and 1 upstream locked. I have attached a pdf of the dashboard as you requested.  The one labeled March 18 is from this morning, while the one labeled March 18 PM was taken just 7 hours later.  I appreciate any suggestions!

    • plemans's avatar
      plemans
      Guru - Experienced User
      Mar 18, 2020

      you have a lot of errors and issues with your line. You need to get your isp to check the line. 

      • Gina11's avatar
        Gina11
        Tutor
        Mar 25, 2020

         Hello plemans Since my last post, 3 separate Cox techs have visited on 3 consecutive days.  The wiring among 4 houses all seems to be intermingled and having problems.  Another service call is scheduled for today.  My next door neighbor still has no service at all, although mine has improved. I now have all my up and downstream channels locked.

         

        Attached is a snippit of the dashboard.  We still have short periods of buffering. I heard from one of the Cox people that I still ought to replace my modem. Is he correct?  The other 3 didn't mention this.  My error log now only repeatedly shows this error and warning  Can you please explain what this means?  Thank you so much for your help and advice!

        2020-3-25, 01:31:08Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=a0:04:60:c0:d2:a0;CMTS-MAC=00:bc:60:92:54:e9;CM-QOS=1.1;CM-VER=3.0;
        2020-3-25, 01:31:08Warning (5)Dynamic Range Window violation