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jgreenex's avatar
jgreenex
Aspirant
Jun 30, 2022

CM500 Errors and latest Firmware

I consistently get the following errors.  Typically they coincide with a brief connectivity outage.

2022-6-29, 06:39:07

Notice (6)

TLV-11 - unrecognized OID;CM-MAC=10:0c:6b:6a:8b:18;CMTS-MAC=00:01:5c:7b:3a:4c;CM-QOS=1.1;CM-VER=3.0;

2022-6-29, 06:39:11

Error (4)

Improper Configuration File CVC Format

 

I followed guidance based on these 2 articles:

https://internet-access-guide.com/improper-configuration-file-cvc-format/

https://internet-access-guide.com/tlv-11-unrecognized-oid/

 

I got to the point where it seems prudent to do a firmware update.

Per this article https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-modem-router

I found that my firmware is out of date and the ISP needs to do it.

 

Response from my ISP:

My apologies for the inconvenience.  Service Electric does not roll out firmware updates on Netgear modems.  It is possible Netgear may be able to assist you in updating the firmware.  

 

How am I supposed to get my firmware updated assuming that will actually resolve the errors?

 

 

7 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Jun 30, 2022

    ISPs have to update FW. Users can not. Some ISP will not update user owned modems so you maybe out of luck here. 

     

    Please post a copy and paste of the modems connection status page.


    Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 
    What is the brand and model of the host wifi router connected to the modem?


    Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly. Those errors your seeing your ISP needs to look into. 


    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. 
    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://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router?article=24311
    https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

    https://highspeed.tips/docsis-events/

    • jgreenex's avatar
      jgreenex
      Aspirant
      Jun 30, 2022
      Startup Procedure
      ProcedureStatusComment
      Acquire Downstream Channel651000000 HzLocked
      Connectivity StateOKOperational
      Boot StateOKOperational
      SecurityDisabledDisabled
      IP Provisioning ModeHonor MDDhonorMdd(4)
       
      Downstream Bonded Channels
      ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
      1LockedQAM2561651000000 Hz-4.6 dBmV37.7 dB00
      2LockedQAM2567543000000 Hz-2.7 dBmV38.3 dB00
      3LockedQAM2568549000000 Hz-3.1 dBmV38.1 dB00
      4LockedQAM2569555000000 Hz-3.1 dBmV38.1 dB00
      5LockedQAM25610561000000 Hz-3.6 dBmV37.7 dB00
      6LockedQAM25611567000000 Hz-3.2 dBmV38.2 dB00
      7LockedQAM25612573000000 Hz-3.8 dBmV37.6 dB00
      8LockedQAM25613579000000 Hz-3.4 dBmV38.1 dB30
      9LockedQAM25614585000000 Hz-3.9 dBmV37.7 dB30
      10LockedQAM25615591000000 Hz-3.9 dBmV37.8 dB20
      11LockedQAM25616597000000 Hz-4.1 dBmV37.8 dB00
      12LockedQAM25617603000000 Hz-4.5 dBmV37.4 dB00
      13LockedQAM25618609000000 Hz-4 dBmV38 dB00
      14LockedQAM25619615000000 Hz-4.4 dBmV37.5 dB00
      15LockedQAM25624645000000 Hz-4.4 dBmV37.7 dB00
      16LockedQAM2562657000000 Hz-5.5 dBmV37.1 dB00
       
      Upstream Bonded Channels
      ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
      1LockedATDMA35120 Ksym/sec32000000 Hz48.8 dBmV
      2LockedTDMA and ATDMA12560 Ksym/sec23000000 Hz48.8 dBmV
      3LockedTDMA and ATDMA22560 Ksym/sec27000000 Hz47.8 dBmV
      4LockedATDMA45120 Ksym/sec38500000 Hz48.3 dBmV
    • jgreenex's avatar
      jgreenex
      Aspirant
      Jun 30, 2022

      My router is a TP-Link Omada Gigabit Multi-WAN VPN Router - ER605

       
      Thanks for the input, I'm going to follow up with the ISP and ask them to help resolve the errors.
      Asking for a firmware update seemed to be an easy out for them in terms of 'oh hey, we don't that - ticket closed!'
      • jgreenex's avatar
        jgreenex
        Aspirant
        Jun 30, 2022

        I had one of the disconnects this afternoon and sent these logs to my ISP

        2022-6-30, 15:04:44Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:0c:6b:6a:8b:18;CMTS-MAC=00:01:5c:7b:3a:4c;CM-QOS=1.1;CM-VER=3.0;
        2022-6-30, 15:05:07Notice (6)Honoring MDD; IP provisioning mode = IPv4
        2022-6-30, 15:05:12Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=10:0c:6b:6a:8b:18;CMTS-MAC=00:01:5c:7b:3a:4c;CM-QOS=1.1;CM-VER=3.0;
        2022-6-30, 15:05:12Notice (6)TLV-11 - unrecognized OID;CM-MAC=10:0c:6b:6a:8b:18;CMTS-MAC=00:01:5c:7b:3a:4c;CM-QOS=1.1;CM-VER=3.0;
        2022-6-30, 15:05:16Error (4)Improper Configuration File CVC Format

         

        Their response:

        I apologize for the issues that you are experiencing. As we have already completed a monitor on your modem, and the multiple times of contact between you and us, we have not seen any issues with your modem whatsoever. Unfortunately, we do not go by those logs. The statistics of this modem have not changed over the course of a few days so we do not see any problems with the service. I know as you have previously asked about upgrading firmware, this is not something Service Electric Cablevision will do as you have a third-party Netgear modem. For all of this, this is something you would need to contact Netgear directly for.

         

        I did have a cable splitter, which is now removed from the equation.  I'll post if that helps.