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Forum Discussion

pquihuis's avatar
pquihuis
Aspirant
Jul 29, 2016

Performance issues with CM500 and Time Warner

My internet continues to drop and/or my speeds come down to a crawl below 1MB.  I have made multiple calls for service, with technicians dispatched to home to find nothing with the signal and pointin...
Troubleshooting
Doc_Sis's avatar
Doc_Sis
Aspirant
Jul 31, 2016

Same Issue:

Firmware Version 
V1.01.04

And just yesterday I'm starting to have odd slowdowns and DNS resolution issues!

DarrenM's avatar
DarrenM
Sr. NETGEAR Moderator
Aug 01, 2016

Hello pquihuis

 

You log shows T3 timeouts which means you are getting noise on the lines I would call the ISP and have them send a tech out to check the lines see if they can resolve the issue. Below I left a description of a T3 timeout.

 

"The cable modem has sent 16 Ranging Request (RNG-REQ) messages without receiving a Ranging Response (RNG-RSP) message in reply from the CMTS. The cable modem is therefore resetting its cable interface and restarting the registration process. This typically is caused by noise on the upstream that causes the loss of MAC-layer messages. Noise could also raise the signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages. If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process. This error message is DOCSIS event message is R03.0, Ranging Request."

 

DarrenM

  • pquihuis's avatar
    pquihuis
    Aspirant
    Aug 01, 2016

    Thanks Darren,

     

    I will reach out to my ISP.   I also see that Channel 2 on the Upstream is showing "Not Locked and Power shows 0.0dBmV", is this also an issue?

    Upstream Bonded Channels (Partial Service)

    Channel

    Lock Status

    US Channel Type

    Channel ID

    Symbol Rate

    Frequency

    Power

    1

    Locked

    ATDMA

    3

    5120 Ksym/sec

    30600000 Hz

    39.8 dBmV

    2

    Not Locked

    Unknown

    2

    0 Ksym/sec

    24200000 Hz

    0.0 dBmV

     

    Regards, Phil...

    • pquihuis's avatar
      pquihuis
      Aspirant
      Aug 01, 2016

      Also, should the Uncorrectables be zero, as last week they were in the 5 digit number range?

       

      Phil...

      • DarrenM's avatar
        DarrenM
        Sr. NETGEAR Moderator
        Aug 02, 2016

        Hello pquihuis

         

        You will have to ask the ISP about that and the uncorrectables being a low number is fine.

         

        DarrenM

  • cyl's avatar
    cyl
    Aspirant
    Sep 13, 2016

    I'm embarrassed by my earlier post.  I was looking at the long Netgear device.  My CM500 does have the correct firmware version to work with TWC.

     

    But my access points and routers aren't able to get IP addresses and DNS from the network.  Do any of these logs tell me what the problem might be?

     

    TimePriorityDescription
    1970-1-1, 00:09:25Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-6, 16:53:48Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-6, 22:25:21Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:20Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-8, 04:22:45Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:20Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-9, 02:08:58Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-10, 16:30:36Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-10, 21:21:07Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-10, 22:14:24Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-10, 23:03:58Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:26Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    2016-9-10, 23:06:00Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-11, 23:43:55Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    2016-9-11, 23:56:25Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:27Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    2016-9-12, 00:28:34Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:26Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    2016-9-12, 01:39:07Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:21Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:28Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    1970-1-1, 00:00:31Notice (6)Honoring MDD; IP provisioning mode = IPv4
    1970-1-1, 00:00:33Warning (5)DHCP WARNING - Non-critical field invalid in response ;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    2016-9-13, 05:03:02Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.1;CM-VER=3.0;
    2016-9-13, 05:03:02Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.1;CM-VER=3.0;
    2016-9-13, 05:03:09Critical (3)No Ranging Response received - T3 time-out;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    2016-9-13, 05:03:11Notice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
    2016-9-13, 05:03:24Warning (5)ToD request sent - No Response received;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.0;CM-VER=3.0;
    2016-9-13, 05:03:25Error (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.1;CM-VER=3.0;
    2016-9-13, 05:03:25Error (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=2c:30:33:1a:42:b0;CMTS-MAC=00:01:5c:64:de:5d;CM-QOS=1.1;CM-VER=3.0;

     

    • DarrenM's avatar
      DarrenM
      Sr. NETGEAR Moderator
      Sep 14, 2016

      Hello cyl 

       

      You do have alot of T3 timeouts which is a issue with the cable signal I would suggest having a your ISP send out a tech to check your lines and signal strength.

       

      DarrenM