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CM500 dropping connection
Hello, and thank you in advance for your help.
I have had CM500 cable modem for 2+ years. It has worked great until the last week or so when it began losing connection. Initially, I power cycled the unit and it seemed to come back on. At first, it was fine for a couple of days before our connectivity was down again. Then yesterday it went down repeatedly throughout the day.
I am pretty limited in my troubleshooting skills. With the multiple drops yesterday, I power cycled the unit and then logged in to the modem. I've copied the cable connection information as well as a copy of the event log below.
I'm wondering if this is a modem issue or may be an issue with our cable connection. We had some ongoing issues with our ISP (WOW!) a few years ago but they upgraded their service lines in our neighborhood and things have worked consistently well since then. In case this may be relevant, we've had some pretty big rain storms recently and I've wondered if that could affect things.
Thank you for any help you may be able to provide. Please let me know if I can provide any additional information.
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| Current System Time:Thu Aug 19 06:50:57 2021 |
| Time | Priority | Description |
| 2021-8-18, 21:29:33 | Notice (6) | TLV-11 - unrecognized OID;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.1;CM-VER=3.0; |
| 2021-8-18, 21:29:41 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 21:29:49 | Notice (6) | Honoring MDD; IP provisioning mode = IPv4 |
| 2021-8-18, 21:29:52 | Notice (6) | TLV-11 - unrecognized OID;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.1;CM-VER=3.0; |
| 2021-8-18, 21:30:00 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 21:30:09 | Notice (6) | Honoring MDD; IP provisioning mode = IPv4 |
| 2021-8-18, 21:30:14 | Notice (6) | TLV-11 - unrecognized OID;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.1;CM-VER=3.0; |
| 2021-8-18, 22:40:26 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.1;CM-VER=3.0; |
| 2021-8-18, 22:41:46 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:41:47 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:42:45 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:42:46 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:43:45 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:43:46 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:44:57 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:44:58 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:45:59 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:46:00 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:46:58 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:46:59 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:48:11 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:48:12 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:49:18 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:49:19 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:50:17 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:50:18 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:51:14 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:51:15 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:52:27 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:52:28 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:53:32 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:53:33 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:54:44 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:54:45 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:55:07 | Notice (6) | Honoring MDD; IP provisioning mode = IPv4 |
| 2021-8-18, 22:55:10 | Notice (6) | TLV-11 - unrecognized OID;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.1;CM-VER=3.0; |
| 2021-8-18, 22:55:12 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:55:17 | Critical (3) | No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.0;CM-VER=3.0; |
| 2021-8-18, 22:56:19 | Notice (6) | Honoring MDD; IP provisioning mode = IPv4 |
| 2021-8-18, 22:56:23 | Notice (6) | TLV-11 - unrecognized OID;CM-MAC=14:59:c0:7f:d3:d0;CMTS-MAC=00:01:5c:6a:f8:52;CM-QOS=1.1;CM-VER=3.0; |
1 Reply
Are you using any splitters or signal attenuators in your line? you''re below optimial spec on your power.
If you have those, remove them. With being below spec, if it varies to low, you'll have issues. And that signal strength can change throughout the day.
Your logs indicate line issues and your power levels show you as low. so I'd check the line for anything that can decrease power. Like the signal attenuator or splitter. Also check the line for kinks, damage, loose/old/bad/corroded connectors, or extended runs.
