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Royalh13's avatar
Royalh13
Star
Jan 28, 2018
Solved

Comcast/Xfinity Says Hardware problem with CM1000 - Offshore Netgear support says "No Problem"

Netgear Existing Case # 29644403 (via phone call)   Summary: Comcast/Xfinity technician says there's an issue with my CM1000 because of high TX power levels (see screenshots). However Netgear's of...
Troubleshooting
  • DarrenM's avatar
    DarrenM
    Feb 01, 2018

    It is a possibility of a hardware issue but  comparing it to the cable box may not be a great way to know or not since the cable box is less sensitive with the signal levels for it to work compared to a modem. But if you believe that the tech has done everything he can to fix the signal then you may want to work with Netgear support and get a RMA.

     

    DarrenM

DarrenM's avatar
DarrenM
Sr. NETGEAR Moderator
Jan 31, 2018

Hello Royalh13

 

Good Downstream power levels are within -7 to +7 dBmV. Good Upstream power levels are within 38-48 dBmV. so it looks like your power levels are a little high. Do you see any T3/T4 timeouts ever show up in your logs?

 

DarrenM

Royalh13's avatar
Royalh13
Star
Jan 31, 2018

Hi Darren,

 

Yes, there are T3 errors, I don't see any T4, but I did clear the log a few times...

 

Here are some log entries with the T3 errors for you:

 

TimePriorityDescription
2018-01-31, 13:46:42Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:42Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:41Notice (6)CM-STATUS message sent. Event Type Code: 22; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:41Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:41Notice (6)CM-STATUS message sent. Event Type Code: 1; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:41Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:40Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:40Notice (6)CM-STATUS message sent. Event Type Code: 22; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:40Notice (6)CM-STATUS message sent. Event Type Code: 1; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:39Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:39Notice (6)CM-STATUS message sent. Event Type Code: 20; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 13:46:39Warning (5)MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:19Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:18Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:18Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:17Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:17Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:17Notice (6)CM-STATUS message sent. Event Type Code: 22; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:16Notice (6)CM-STATUS message sent. Event Type Code: 1; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:16Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:16Notice (6)CM-STATUS message sent. Event Type Code: 22; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:15Notice (6)CM-STATUS message sent. Event Type Code: 1; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:15Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:15Notice (6)CM-STATUS message sent. Event Type Code: 20; Chan ID: 159 ; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-31, 08:17:15Warning (5)MDD message timeout;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-30, 20:29:54Warning (5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-30, 20:29:48Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 .;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
Time Not EstablishedNotice (6)Honoring MDD; IP provisioning mode = IPv6
Time Not EstablishedCritical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2018-01-27, 08:35:35Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-27, 08:35:10Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-27, 08:35:04Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-27, 08:35:02Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-27, 08:22:20Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-27, 08:13:32Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-27, 08:13:30Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-26, 10:19:03Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2018-01-26, 10:18:58Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-24, 21:25:45Warning(5)REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;
2018-01-24, 21:25:40Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2018-01-24, 21:24:12Critical (3)Resetting the cable modem due to docsDevResetNowTime Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2018-01-24, 20:10:19Critical (3)Resetting the cable modem due to docsDevResetNowTime Not EstablishedCritical (3)No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;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=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1