CM500 Errors and latest Firmware

[jgreenex]

I consistently get the following errors.  Typically they coincide with a brief connectivity outage.

2022-6-29, 06:39:07	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=10:0c:6b:6a:8b:18;CMTS-MAC=00:01:5c:7b:3a:4c;CM-QOS=1.1;CM-VER=3.0;
2022-6-29, 06:39:11	Error (4)	Improper Configuration File CVC Format

I followed guidance based on these 2 articles:

https://internet-access-guide.com/improper-configuration-file-cvc-format/

https://internet-access-guide.com/tlv-11-unrecognized-oid/

I got to the point where it seems prudent to do a firmware update.

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

I found that my firmware is out of date and the ISP needs to do it.

Response from my ISP:

My apologies for the inconvenience.  Service Electric does not roll out firmware updates on Netgear modems.  It is possible Netgear may be able to assist you in updating the firmware.  

How am I supposed to get my firmware updated assuming that will actually resolve the errors?

[FURRYe38]

ISPs have to update FW. Users can not. Some ISP will not update user owned modems so you maybe out of luck here. 

Please post a copy and paste of the modems connection status page.

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. Those errors your seeing your ISP needs to look into. 

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 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?article=24311
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html

https://highspeed.tips/docsis-events/

[jgreenex]

Startup Procedure

Procedure Status Comment Acquire Downstream Channel 651000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Security Disabled Disabled IP Provisioning Mode Honor MDD honorMdd(4)

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 1 651000000 Hz -4.6 dBmV 37.7 dB 0 0 2 Locked QAM256 7 543000000 Hz -2.7 dBmV 38.3 dB 0 0 3 Locked QAM256 8 549000000 Hz -3.1 dBmV 38.1 dB 0 0 4 Locked QAM256 9 555000000 Hz -3.1 dBmV 38.1 dB 0 0 5 Locked QAM256 10 561000000 Hz -3.6 dBmV 37.7 dB 0 0 6 Locked QAM256 11 567000000 Hz -3.2 dBmV 38.2 dB 0 0 7 Locked QAM256 12 573000000 Hz -3.8 dBmV 37.6 dB 0 0 8 Locked QAM256 13 579000000 Hz -3.4 dBmV 38.1 dB 3 0 9 Locked QAM256 14 585000000 Hz -3.9 dBmV 37.7 dB 3 0 10 Locked QAM256 15 591000000 Hz -3.9 dBmV 37.8 dB 2 0 11 Locked QAM256 16 597000000 Hz -4.1 dBmV 37.8 dB 0 0 12 Locked QAM256 17 603000000 Hz -4.5 dBmV 37.4 dB 0 0 13 Locked QAM256 18 609000000 Hz -4 dBmV 38 dB 0 0 14 Locked QAM256 19 615000000 Hz -4.4 dBmV 37.5 dB 0 0 15 Locked QAM256 24 645000000 Hz -4.4 dBmV 37.7 dB 0 0 16 Locked QAM256 2 657000000 Hz -5.5 dBmV 37.1 dB 0 0

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 Ksym/sec 32000000 Hz 48.8 dBmV 2 Locked TDMA and ATDMA 1 2560 Ksym/sec 23000000 Hz 48.8 dBmV 3 Locked TDMA and ATDMA 2 2560 Ksym/sec 27000000 Hz 47.8 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 38500000 Hz 48.3 dBmV

[jgreenex]

My router is a TP-Link Omada Gigabit Multi-WAN VPN Router - ER605

Thanks for the input, I'm going to follow up with the ISP and ask them to help resolve the errors.

Asking for a firmware update seemed to be an easy out for them in terms of 'oh hey, we don't that - ticket closed!'

[jgreenex]

I had one of the disconnects this afternoon and sent these logs to my ISP

2022-6-30, 15:04:44	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=10:0c:6b:6a:8b:18;CMTS-MAC=00:01:5c:7b:3a:4c;CM-QOS=1.1;CM-VER=3.0;
2022-6-30, 15:05:07	Notice (6)	Honoring MDD; IP provisioning mode = IPv4
2022-6-30, 15:05:12	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=10:0c:6b:6a:8b:18;CMTS-MAC=00:01:5c:7b:3a:4c;CM-QOS=1.1;CM-VER=3.0;
2022-6-30, 15:05:12	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=10:0c:6b:6a:8b:18;CMTS-MAC=00:01:5c:7b:3a:4c;CM-QOS=1.1;CM-VER=3.0;
2022-6-30, 15:05:16	Error (4)	Improper Configuration File CVC Format

Their response:

I apologize for the issues that you are experiencing. As we have already completed a monitor on your modem, and the multiple times of contact between you and us, we have not seen any issues with your modem whatsoever. Unfortunately, we do not go by those logs. The statistics of this modem have not changed over the course of a few days so we do not see any problems with the service. I know as you have previously asked about upgrading firmware, this is not something Service Electric Cablevision will do as you have a third-party Netgear modem. For all of this, this is something you would need to contact Netgear directly for.

I did have a cable splitter, which is now removed from the equation.  I'll post if that helps.

[FURRYe38]

Well your on the lower fringes of the power being a bit too low. Would be good if the power could come up just a bit. 

Hoping the removal of the splitter can help. 

All those events posted can only be controlled by the ISP. The mode is just reporting what is happening. 

You have a few correct and un-correctables. Ensure all connections and fittings are snugg. 

Good quality RG6 coax cable is recommended. 

[jgreenex]

Removing the splitter had a definite impact on the power. I'm really hoping this resolves this issue.  Time will tell! 

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables 1 Locked QAM256 1 651000000 Hz 0.6 dBmV 38 dB 0 0 2 Locked QAM256 10 561000000 Hz 1 dBmV 37.8 dB 0 0 3 Locked QAM256 12 573000000 Hz 0.6 dBmV 37.7 dB 0 0 4 Locked QAM256 15 591000000 Hz 0.8 dBmV 38 dB 0 0 5 Locked QAM256 16 597000000 Hz 0.8 dBmV 38 dB 0 0 6 Locked QAM256 17 603000000 Hz 0.5 dBmV 37.7 dB 0 0 7 Locked QAM256 18 609000000 Hz 1 dBmV 38.2 dB 0 0 8 Locked QAM256 21 627000000 Hz 0.5 dBmV 37.9 dB 3 0 9 Locked QAM256 22 633000000 Hz 0.7 dBmV 38.1 dB 3 0 10 Locked QAM256 23 639000000 Hz 0.6 dBmV 37.9 dB 2 0 11 Locked QAM256 24 645000000 Hz 0.4 dBmV 37.8 dB 0 0 12 Locked QAM256 2 657000000 Hz 0 dBmV 37.4 dB 0 0 13 Locked QAM256 3 663000000 Hz 0.4 dBmV 37.7 dB 0 0 14 Locked QAM256 4 669000000 Hz 0.1 dBmV 37.4 dB 0 0 15 Locked QAM256 5 675000000 Hz 0.4 dBmV 37.1 dB 0 0 16 Locked QAM256 6 681000000 Hz 0.4 dBmV 37.6 dB 0 0

Upstream Bonded Channels

Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power 1 Locked ATDMA 3 5120 Ksym/sec 32000000 Hz 45 dBmV 2 Locked TDMA and ATDMA 1 2560 Ksym/sec 23000000 Hz 45 dBmV 3 Locked TDMA and ATDMA 2 2560 Ksym/sec 27000000 Hz 44.5 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 38500000 Hz 44.5 dBmV

[FURRYe38]

There we go. Way better. Monitor it for a few days.