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jc107's avatar
jc107
Aspirant
Nov 23, 2022

CM500 Modem Keeps Restarting

I have had this modem for a year and half and had no issues. For about a week now, the modem keeps restarting - all the lights on the modem turn off. Sometimes this is for 1 minutes, other times its 10 minutes. Unplugging and replugging does not turn it back on immediately. I have tried factory restarting and it did not help. Called Netgear and my firmware (V1.01.12) is out of date (V1.01.14 is the latest) but my ISP says they cannot update it. Since factory resetting, it has turned off once. Here are the logs since:

Any thoughts on a solution? Thanks in advanced. 

Troubleshooting

4 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Nov 23, 2022

    Please post a copy and paste of the modems connection status page.
    https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router

    I see a critical that the ISP should review and resolve.

     

    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.
    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://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router

    • jc107's avatar
      jc107
      Aspirant
      Nov 23, 2022
      Startup Procedure
      ProcedureStatusComment
      Acquire Downstream Channel747000000 HzLocked
      Connectivity StateOKOperational
      Boot StateOKOperational
      SecurityEnabledBPI+
      IP Provisioning ModeHonor MDDhonorMdd(4)
       
      Downstream Bonded Channels
      ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
      1LockedQAM25631747000000 Hz0.8 dBmV42.2 dB00
      2LockedQAM2561561000000 Hz4.2 dBmV43.9 dB00
      3LockedQAM2564579000000 Hz6.1 dBmV44.7 dB00
      4LockedQAM2565585000000 Hz6 dBmV44.7 dB00
      5LockedQAM2567597000000 Hz6.6 dBmV44.7 dB00
      6LockedQAM25610615000000 Hz6.4 dBmV45 dB00
      7LockedQAM25614639000000 Hz0.3 dBmV41.4 dB00
      8LockedQAM25617657000000 Hz-1 dBmV40.8 dB00
      9LockedQAM25621687000000 Hz-0.2 dBmV41.9 dB00
      10LockedQAM25623699000000 Hz0.3 dBmV42.4 dB00
      11LockedQAM25624705000000 Hz0.3 dBmV42.4 dB00
      12LockedQAM25625711000000 Hz-0.1 dBmV42.1 dB00
      13LockedQAM25626717000000 Hz0.1 dBmV42.3 dB00
      14LockedQAM25627723000000 Hz0.4 dBmV42.5 dB00
      15LockedQAM25628729000000 Hz0.2 dBmV42.2 dB00
      16LockedQAM25629735000000 Hz-0.1 dBmV42 dB00
       
      Upstream Bonded Channels
      ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
      1LockedATDMA35120 Ksym/sec31000000 Hz45.8 dBmV
      2LockedATDMA12560 Ksym/sec18000000 Hz45 dBmV
      3LockedATDMA25120 Ksym/sec24600000 Hz45.5 dBmV
      4LockedATDMA45120 Ksym/sec37400000 Hz45.5 dBmV
       
      Extended Upstream Transmit Power
      Enable Extended Upstream Transmit Power
       
      Current System Time:Wed Nov 23 18:05:14 2022
      System Up Time:00:03:01
       
       
       
      My router is Google Wifi model: AC-1304
       
      There are no splitters between the modem and the cable box that I am aware of. 
       
      What do I need to tell my ISP to look into exactly? 
      • FURRYe38's avatar
        FURRYe38
        Guru - Experienced User
        Nov 23, 2022

        Any Errors or Critical seen in the Events Log page needs to be reviewed by the ISP and resolved by them. 

         

        You have a couple of channels that are running near High power levels and some that are running at negative power levels. There all over the place. All channel needs to be around the same power level across the board and not all over the place. 

        https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router

         

        The ISP needs to check this out. A tech visit maybe needed.