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CBC0513's avatar
CBC0513
Aspirant
Dec 14, 2022
Solved

RAX80 won't connect to CM2000

My ISP has updated their service from Docsis 3.0 to Docsis 3.1. To take advantage of this (and because I'm being charged more for it), I replaced my existing Netgear modem, which I've been using very...
Installation
Troubleshooting
  • CBC0513's avatar
    CBC0513
    Dec 25, 2022
    Update ... Have set up the router as a new device. Almost all hurdles now cleared (WiFi working, as is separate AP). Two directly connected laptop issues to overcome, but I'd call this 'solved " now.
FURRYe38's avatar
FURRYe38
Guru - Experienced User
Dec 14, 2022

So with the CM and RAX powered off and ethernet connected to the CM modem. Powering ON the modem first giving it 30 seconds, then powering ON the RAX, should bring the RAX to connect to the CM modem. 


Does the Internet LED on the RAX turn ON and WHITE or AMBER after this is performed? 

 

What Firmware version is currently loaded?
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended. 

 

Have you tried a factory reset on the RAX by pressing the reset button for 10 seconds then release then walk thru the setup wizard? 

 

Who is the ISP? 

 

Can you access the CM modem at 192.168.100.1 and capture the cable connection and event logs pages and post them here? 

https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router

  • CBC0513's avatar
    CBC0513
    Aspirant
    Dec 14, 2022

    Thanks for your response ... answers to questions are as follows:

     

    I don't clearly recall the color the Internet LED when the unit came on ... I think it was amber, but I wouldn't put any  money on that.

     

    RAX Firmware: v1.0.4.120


    I'm using a high-quality LAN cable between the modem and router, and a fairly new one at that. 

     

    I performed a factory reset of the RAX while attempting to setup the first modem on 12/04. I didn't try using the setup wizard in this instance.

    • I performed 3 additional factory resets while attempting setup the replacement modem on 12/12. I was unable to make any connection with the RAX while it was connected to the CM2000. When I rolled back to the old  modem, the router functioned normally, without a hitch.
      •  When I logged into the wizard to obtain the cable connection and log data, I had to reset the password, as it had rolled back to the default (password). That would confirm that at least one of the rests was successful.

     

    Mediacom is my ISP

     

    The cable connection file is attached. I'll send the event log files in a separate reply (I'm limited to one attachment here).

     

    Thanks again for your time and insight!  

    • FURRYe38's avatar
      FURRYe38
      Guru - Experienced User
      Dec 14, 2022
      CBC0513 wrote:

      Thanks for your response ... answers to questions are as follows:

       

      I don't clearly recall the color the Internet LED when the unit came on ... I think it was amber, but I wouldn't put any  money on that.

       

      RAX Firmware: v1.0.4.120


      I'm using a high-quality LAN cable between the modem and router, and a fairly new one at that. 

      What is the CAT# of this cable?

       

      I performed a factory reset of the RAX while attempting to setup the first modem on 12/04. I didn't try using the setup wizard in this instance. Might try a reset and walk thru the setup wizard. 

      • I performed 3 additional factory resets while attempting setup the replacement modem on 12/12. I was unable to make any connection with the RAX while it was connected to the CM2000. When I rolled back to the old  modem, the router functioned normally, without a hitch.
        •  When I logged into the wizard to obtain the cable connection and log data, I had to reset the password, as it had rolled back to the default (password). That would confirm that at least one of the rests was successful.

       

      Mediacom is my ISP

       

      The cable connection file is attached. I'll send the event log files in a separate reply (I'm limited to one attachment here).

      All your logs are from a C3700 gateway, do you have these for the CM2000? 

       

       

      • CBC0513's avatar
        CBC0513
        Aspirant
        Dec 15, 2022

        Thank you again for your help.

         

        I'm not near the unit right now. I'll get the ethernet cable info when I am.

         

        Regarding the log data, Is there a way to toggle to other data that's been captured for a different modem other than the one that's currently in use? The dates on which I attempted to change the modem are included in the data that's presented (see snip below). The time stamps align with when I rolled back to the C3700 unit, which is also a Netgear model. Is there a toggle hidden somewhere that would reveal data for the CM2000 during the time periods that I had thee device connected to the RAX unit? If not, what you see is all there is.  

         

         

        As for retrying/connecting through the setup wizard, in my previous attempts I was unable to make contact/connect. I can give it another run, but it'll have to be later in the day (at least). It's not that the process is complicated ... rolling back to the old modem hasn't taken any longer than 5 minutes. Each attempt to swap into the CM has taken hours (literally), and as you know, have been unsuccessful. I'm not hesitant to try again, I just need a window of time that won't risk interfering with work, etc. of the other users on the network.