C3700v2 - firmware on admin screen is later than the latest version offered by Netgear?

[x9]

I've been having constant issues with this device for over two months now. The device will encounter connection issues at odd times and usually reboot itself 2 - 3 times a day. It seemed to happen ever since I brought a couple brand new Pixel 6's on the network but difficult for me to confirm if that's related. Today I was experiencing issues so I logged in to do a manual reboot and on the admin screen I see the firmware version is "V1.01.28". When I check the latest firmware available for this device https://www.netgear.com/support/product/WNDR3700v2 it says 1.0.1.14. Am I reading this incorrectly or did my ISP put some bogus firmware on my modem?

[x9 · Accepted solution]

The service provider had to make three trips out to my residence but they eventually replaced the entire line and the connection has been consistent. Appears it had nothing to do with the firmware.

If anyone encounters this in the future please be sure the technician inspects the line inside your house, outside to the pole, and also across the road if your line warrants that. The first tech replaced the line from our house to the pole and declared success. We had signal issues 30 minutes after he left. The second tech found signal issues and shorts with the line from the house entry point to the modem so he re-did that and declared success, and then we had signal issues 30 minutes after he left. The third tech found signal issues in the cable leading from the bup pole across the street to the main pole, so he replaced that and the splitter box where all the other neighbors tap in. I'm not sure how you ensure the tech does this because they'll get offended if you scrutinize their work, but I just wanted to stress the importance of a comprehensive analysis of the entire line.

[plemans]

the wndr3700v2 and the c3700v2 are 2 different products. They won't have the same firmware.

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

Who's your isp? 

What actual issues are you having? 

Do you have a screensnip of the cable connections page and the event logs? 

[x9]

Sorry that was a typo and I see now I was visiting the wrong page. I do have the C3700v2 and after seeing this page   I see that the ISP (Spectrum) has provided the latest firmware. Here is the info from the Cable Connection screen:

Frequency start Value

This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.

Starting Frequency

---

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	405000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enable	BPI+
IP Provisioning Mode	Override MDD	IPv6 only

---

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	23	405000000 Hz	-0.1 dBmV	41.4 dB	2332	2708
2	Locked	QAM256	24	411000000 Hz	-0.2 dBmV	40.8 dB	2165	2468
3	Locked	QAM256	27	429000000 Hz	-0.1 dBmV	41.4 dB	1916	2187
4	Locked	QAM256	28	435000000 Hz	-0.2 dBmV	41.3 dB	1879	2770
5	Locked	QAM256	30	441000000 Hz	-0.3 dBmV	40.9 dB	1864	2450
6	Locked	QAM256	31	447000000 Hz	-0.3 dBmV	41.3 dB	1941	2659
7	Locked	QAM256	32	453000000 Hz	-0.2 dBmV	41.3 dB	1992	2610
8	Locked	QAM256	33	459000000 Hz	-0.2 dBmV	41.4 dB	1783	2377

---

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	89	5120 Ksym/sec	17600000 Hz	46.3 dBmV
2	Locked	ATDMA	90	5120 Ksym/sec	24000000 Hz	47.3 dBmV
3	Locked	ATDMA	92	5120 Ksym/sec	36800000 Hz	49.5 dBmV
4	Locked	ATDMA	91	5120 Ksym/sec	30400000 Hz	48.0 dBmV

---

Current System Time: Tue Jul 19 09:16:00 2022

[x9]

I'm not sure these event logs encompass the time frame I experienced the outage but next time I have an issue I'll be sure to note the time.

Time	Priority	Description
2022-07-19, 08:49:43.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 05:21:45.0	Warning (5)	MDD message timeout;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 05:21:00.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 05:21:00.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 05:20:50.0	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2022-07-19, 05:20:43.0	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.0;CM-VER=3.0;
2022-07-19, 05:20:28.0	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 04:11:39.0	Warning (5)	MDD message timeout;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 04:10:50.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 04:10:50.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 04:10:37.0	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2022-07-19, 04:10:31.0	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.0;CM-VER=3.0;
2022-07-19, 04:10:17.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 04:10:17.0	Critical (3)	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 04:10:17.0	Critical (3)	16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 02:32:11.0	Warning (5)	MDD message timeout;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 02:32:10.0	Warning (5)	MDD message timeout;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 02:32:10.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 02:31:23.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 02:31:23.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 02:31:12.0	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2022-07-19, 02:31:05.0	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.0;CM-VER=3.0;
2022-07-19, 02:30:50.0	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-19, 02:16:28.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-18, 12:51:09.0	Warning (5)	MDD message timeout;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-18, 12:50:36.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-18, 12:50:36.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-18, 12:45:29.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-18, 12:43:12.0	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-18, 12:41:34.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-07-18, 12:41:12.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
Time Not Established	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv6

[plemans]

You have errors in the line and the logs indicating line issues. 

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, bad/old/cheap connectors, or corroded connections. Replace them if you do.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.

[x9]

I recently came home to find our service was being interrupted. I have a modem/router combo C3700v2 and checked the event log. I found the following entries that appear at the time of service interruption and nothing for 7 days prior. I was concerned that there was a message about a TFTP transfer because the log indicates this transaction is between "CM-MAC=44:a5:6e:ba:27:98" (my device) and "CMTS-MAC=00:01:5c:6c:a0:51" which is the Cadant OUI but I'm not sure what that is. Some googling indicates it may be my service provider but I'm not sure why they would be attempting a TFTP transaction. I appreciate any feedback or advice on closing that TFTP service so it's not accessed maliciously.

Time	Priority	Description
2022-10-28, 14:24:01.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-10-28, 14:24:01.0	Error (4)	Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-10-28, 14:23:49.0	Notice (6)	Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2022-10-28, 14:23:40.0	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.0;CM-VER=3.0;
2022-10-28, 14:15:55.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-10-28, 14:00:13.0	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.0;CM-VER=3.0;
2022-10-28, 13:44:50.0	Critical (3)	TFTP failed - configuration file NOT FOUND;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.0;CM-VER=3.0;
2022-10-28, 13:44:25.0	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-10-28, 13:40:05.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;
2022-10-21, 13:04:06.0	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=44:a5:6e:ba:27:98;CMTS-MAC=00:01:5c:6c:a0:51;CM-QOS=1.1;CM-VER=3.0;

To troubleshoot I tried logging in via the web interface but the page was unresponsive. The C3700v2 appeared frozen because all 8 lights (1 indicating WiFi is on, 1 for power, three indicating the connection status, 2.4 Ghz WiFi light, 5 Ghz WiFi light, and LAN light from my management console) were solid. Typically when any of the myriad of wireless devices I have are connected or attempting a connection the lights for the 2.4 Ghz and 5 Ghz networks blink. I unplugged the device, waited 30 seconds, and plugged it back in. There appeared to be a few seconds where I could eventually resolve a domain, and then it stopped. I rebooted the device twice by accessing the web interface and it seems eventually it healed itself.

[FURRYe38]

You have errors and criticals that the ISP needs to review and help resolve.

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

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

[x9]

Any idea why there's a TFTP transaction? Is Cadant MAC affiliated with a category of device, such as those used by an ISP?

[plemans]

when the modem side boots up, it checks its provisioning that it got from the ISP/CMTS. It could be using tftp for checking/confirming your settings. But you are having line issues and need to check your line and potentially have your isp check it. 

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.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.

[x9]

Line would not be an issue. I was experiencing issues previously (https://community.netgear.com/t5/Cable-Modems-Routers/C3700v2-firmware-on-admin-screen-is-later-than...) and my SP found cable shorts and signal drops and then replaced the entire line all the way up to the box on the telephone phone where it's split amongst neighbors. The log should not indicate signal strength issues and I appreciate any details on how that is being determined from the log I posted.

There hasn't been an issue for a few days now so I'll post logs if anything more happens.

[plemans]

Your log does indicate line issues. 

It could be the line from house/pole, it could be the connections when they replaced them, it could be the cmts that its connecting to. But your logs are still indicating issues. 

[x9 · Accepted solution]

The service provider had to make three trips out to my residence but they eventually replaced the entire line and the connection has been consistent. Appears it had nothing to do with the firmware.

If anyone encounters this in the future please be sure the technician inspects the line inside your house, outside to the pole, and also across the road if your line warrants that. The first tech replaced the line from our house to the pole and declared success. We had signal issues 30 minutes after he left. The second tech found signal issues and shorts with the line from the house entry point to the modem so he re-did that and declared success, and then we had signal issues 30 minutes after he left. The third tech found signal issues in the cable leading from the bup pole across the street to the main pole, so he replaced that and the splitter box where all the other neighbors tap in. I'm not sure how you ensure the tech does this because they'll get offended if you scrutinize their work, but I just wanted to stress the importance of a comprehensive analysis of the entire line.