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CM1000 How to stop daily reboot

BennyBenX
Aspirant

CM1000 How to stop daily reboot

Hello I need help troubleshooting why my modem restarts itself every day at a specific time. I'm not sure if it's because of a DHCP lease time or something else. Here are some log messages on my modem.


I've already tried factory resetting the modem and the problem still occurs.

Thanks.
Firmware Version 7.01.01


2020-08-03, 03:24:22Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:01:5c:ac:0c:49;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:01:5c:ac:0c:49;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2020-08-03, 03:22:09Critical (3)SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:01:5c:ac:0c:49;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:01:5c:ac:0c:49;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:01:5c:ac:0c:49;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:36:c9:a5:8f:28;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

 

Message 1 of 19
FURRYe38
Guru

Re: CM1000 How to stop daily reboot

Have the ISP check the signal and line quality UP to the modem. 
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 them back ON.

Message 2 of 19
BennyBenX
Aspirant

Re: CM1000 How to stop daily reboot

I have checked in with my ISP twice and both times they verified my connection looks good on their end. There are no splitters going to my modem. I am using a RG6 coax cable up to my modem. 

The only thing I haven't tried is powering the modem off for a minute. I'll try that and I'll have to wait until 4:21 EST to see if it worked.

 

I've also just factory reset my Nighthawk R7000 router to see any progress. 

This issue didn't happen until last week but it's been happening every day now.

 

In the mean time is there any other clues we can look at for my issue?

 

Thanks,

Ben

Message 3 of 19
vkdelta
NETGEAR Expert

Re: CM1000 How to stop daily reboot

pls post connection table screenshots.

Message 4 of 19
BennyBenX
Aspirant

Re: CM1000 How to stop daily reboot

 
Message 5 of 19
BennyBenX
Aspirant

Re: CM1000 How to stop daily reboot

 
Message 6 of 19
BennyBenX
Aspirant

Re: CM1000 How to stop daily reboot

 
Message 7 of 19
BennyBenX
Aspirant

Re: CM1000 How to stop daily reboot

I was finally told by my ISP that I have a weak upstream signal which is why I'm receiving a time sync issue on my Modem.

Message 8 of 19
FURRYe38
Guru

Re: CM1000 How to stop daily reboot

Hopefully they can get that fixed. 

Message 9 of 19
fletchowns
Aspirant

Re: CM1000 How to stop daily reboot

I was facing the same issue with Comcast and my CM1000. Every night internet will go down from 1:20AM to ~1:25AM. Traced it back to the modem as being the culprit, and my event log looks just like the one you posted. Factory reset did not resolve the issue.

 

I have been using this modem and ISP for years and only started having this problem recently, as far as I can tell.

 

I replaced the Netgear with an Arris SB8200 a few days ago, and I am no longer experiencing the issue. Replacing the modem seemed like an easier first step than calling Comcast and getting the runaround.

 

A friend that lives 15 minutes away from me is also experiencing the same issue with the CM1000, similar event log, etc.

Message 10 of 19
GuoJing
Aspirant

Re: CM1000 How to stop daily reboot

Been having the same issue. Here in PST though. My reset happens at 1:21 AM (PST). So same as you. However on the modem's website I noticed the firmware reverts back to v6 when the reset happens. On the eventlog it shows 'SW Download INIT - Via Config file d11_m_cm1000_gigabit_c01.cm'. Then it goes back to v7.

 

The log disappears after the connection works again.

Model: CM1000|Ultra-High Speed Cable Modem—DOCSIS® 3.1 Ready
Message 11 of 19
FURRYe38
Guru

Re: CM1000 How to stop daily reboot

Contact the ISP to ensure there configuration file is sent correcly and any FW that needs to be applied by them. 

Have the ISP check the signal and line quality UP to the modem. 
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 them back ON.


@GuoJing wrote:

Been having the same issue. Here in PST though. My reset happens at 1:21 AM (PST). So same as you. However on the modem's website I noticed the firmware reverts back to v6 when the reset happens. On the eventlog it shows 'SW Download INIT - Via Config file d11_m_cm1000_gigabit_c01.cm'. Then it goes back to v7.

 

The log disappears after the connection works again.


 

Message 12 of 19
BennyBenX
Aspirant

Re: CM1000 How to stop daily reboot

Here is information I received from Netgear Support.

 

The firmware on your device needs to be downgraded because it not as per the Netgear guidelines.

I am also sharing the link below for your reference:

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

Please give a call to Xfinity and tell them to downgrade the firmware on your modem.
Firmware version has to be V6.01.02.

Please do let us know the results.

Thanks,
Ahmad
Netgear Support

Message 13 of 19
BennyBenX
Aspirant

Re: CM1000 How to stop daily reboot

I was just informed by Xfinity that they cannot downgrade my firmware. Any ideas now?

Message 14 of 19
fletchowns
Aspirant

Re: CM1000 How to stop daily reboot

Ahmad, why wouldn't Netgear work with Xfinity to resolve this?

Having customers calling Xfinity to resolve it case by case seems like a giant waste of everyones time. Surely the number of users impacted by this is a huge number. Not to mention that the previous reply indicates they won't even downgrade the firmware for us.

Message 15 of 19
FURRYe38
Guru

Re: CM1000 How to stop daily reboot

Keep in contact with NG support. Nothing that can be done from a forum standpoint.

 

Good Luck. 

Message 16 of 19
fletchowns
Aspirant

Re: CM1000 How to stop daily reboot

I submitted a case to Netgear support today (#43198232) and gave them a call.

 

Since my modem was purchased two years ago, they were not willing to issue an RMA for the device.

 

So now I have this modem that was working fine for years, then somebody somewhere broke it, and I have no recourse to fix it without spending money.

 

I could maybe understand if I had deliberately done something to upgrade the firmware on this device myself, but I don't have any ability to control the version of the firmware on this device.

 

This seems like a class action lawsuit waiting to happen.

Message 17 of 19
FURRYe38
Guru

Re: CM1000 How to stop daily reboot

Nobody has the option or control over cable modem FW updates. That always has been controlled by ISPs. 

I would ask the ISP to resend there configuration file after a reset to see if the modem can be recovered. If not, then you'll need to get into a new modem. 

 

Message 18 of 19
vkdelta
NETGEAR Expert

Re: CM1000 How to stop daily reboot

@BennyBenX 

 

your US power is too high and modem is blasting at 52dBmV which is quite high.

ISP needs to modify and reduce the attenuators outside your home or in the node.

If you have splitters in your house, please remove it.

 

also. there may be noise on the US causing issues.

Message 19 of 19
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