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How to read/understand the cable diagnostics on the Nighthawk CAX80.

highfalutin60
Aspirant

How to read/understand the cable diagnostics on the Nighthawk CAX80.

Hardware Version1.01
 
Firmware VersionV2.1.5.2
 
Cable Firmware VersionV1.02.08
 

When the connection on the Nighthawk CAX80 changes from good to poor due to the downstream status, how can you determine if it is a cable company issue or could it be a device on your network issue.

I reset my Nighthawk CAX80 after the Xfinity repair guy was here to address the poor downstream connection and sporadic connection issues.  The service person stated he "made some changes/updates at the box" so that I would not be charged the $100 Xfinity service fee.  What those changes are I have no clue.

As I started to add various devices back on to my CAX80, I noticed that the downstream status would change from good to poor sporadically. First, I thought it was my Wyze cameras causing the issue and decided to order 3db Coax Cable Attenuator Pad based on the various test results I was getting yesterday.  At the end of the night, I had a poor connection and the downstream was poor, Downstream Power Level: Poor
Downstream power is poor (11.0dBmV). The recommended level is between -10dBmV to 10dBmV.

This morning, I noticed that after turning of my Vizio TV, the connection is now back at good again and when I turn the tv on it goes back to poor.  The Vizio is old (2003), came with built in wireless/wired internet.  I have noticed that the wireless never finds the Nighthawk or any other router except for the Verizon FIOS router.  Attempted to hardwire the tv to the EAX80 right next to it and TV states that it is disconnected.  I left the tv plugged into the EAX80 and powered it off.  So far everything is ok.  I usually have about 10-15 devices online/plugged at one time throughout the house such as Firesticks/airtv, cameras/doorbell, alarm clock, iPhones, iPad, and computers.  Just curious what everyone things. I can send the logs to Xfinity, but I know the game and they are going to blame the router and say it's not their problem, they were already here.  I can't tell if it is a hardware issue or is Xfinity playing games with me.  Any ideas/suggestions would be greatly appreciated.  I think I provided enough detail on my environment. Building is a condo 3 floors, and yes, the CAX80 is in the basement, no choice, about 1200sq ft. EAX80 and the Vizio tv is on the 2nd floor. Thank you.

 

Message 1 of 8
FURRYe38
Guru

Re: How to read/understand the cable diagnostics on the Nighthawk CAX80.

What Firmware version is currently loaded?
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...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

 

Power needs to be in between these specs for NG modems and gateways:

https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router

 

Basements are not recommended places for wifi routers or gateways. Concrete and steel will inhibit good signal travel. 

 

Message 2 of 8
highfalutin60
Aspirant

Re: How to read/understand the cable diagnostics on the Nighthawk CAX80.

What Firmware version is currently loaded?

Firmware VersionV2.1.5.2
 
Cable Firmware VersionV1.02.08

Please post a copy and paste of the modems connection status and event log page. (Including the modem connection status 5/11/2024 for comparison)

Cable Connection
Cancel Apply
Cable Diagnostic
Status:   Good
Action:   Your setup looks fine. If you are still experience an internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.
Internet Access: 
Downstream Status: 
Upstream Status: 
 Refresh Save Cable Diagnostic Info
 
Advanced Information
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
 
Startup Procedure
ProcedureStatusComment
Acquire Downstream Channel651 MHzLocked
Connectivity StateOKOperational
Boot StateOKOperational
SecurityEnabledBPI+
 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectablesUncorrectables
1Locked256 QAM44651000000 Hz9.1 dBmV44.5 dB00
2Locked256 QAM13465000000 Hz9.7 dBmV46.0 dB00
3Locked256 QAM14471000000 Hz9.7 dBmV46.0 dB00
4Locked256 QAM15477000000 Hz9.9 dBmV46.0 dB00
5Locked256 QAM16483000000 Hz9.8 dBmV46.0 dB00
6Locked256 QAM17489000000 Hz9.7 dBmV45.9 dB00
7Locked256 QAM18495000000 Hz9.7 dBmV46.0 dB00
8Locked256 QAM19501000000 Hz9.7 dBmV45.8 dB00
9Locked256 QAM20507000000 Hz9.6 dBmV45.8 dB00
10Locked256 QAM21513000000 Hz9.4 dBmV45.7 dB00
11Locked256 QAM22519000000 Hz9.4 dBmV45.7 dB00
12Locked256 QAM23525000000 Hz9.4 dBmV45.7 dB00
13Locked256 QAM24531000000 Hz9.2 dBmV45.6 dB00
14Locked256 QAM25537000000 Hz9.1 dBmV45.5 dB00
15Locked256 QAM26543000000 Hz9.0 dBmV45.4 dB00
16Locked256 QAM27549000000 Hz8.9 dBmV45.4 dB00
17Locked256 QAM28555000000 Hz8.8 dBmV45.3 dB00
18Locked256 QAM29561000000 Hz8.7 dBmV45.2 dB00
19Locked256 QAM30567000000 Hz8.7 dBmV45.2 dB00
20Locked256 QAM31573000000 Hz8.6 dBmV45.1 dB00
21Locked256 QAM32579000000 Hz8.6 dBmV45.1 dB00
22Locked256 QAM33585000000 Hz8.6 dBmV45.0 dB00
23Locked256 QAM34591000000 Hz8.8 dBmV45.1 dB00
24Locked256 QAM35597000000 Hz8.8 dBmV45.1 dB00
25Locked256 QAM36603000000 Hz8.8 dBmV45.0 dB00
26Locked256 QAM37609000000 Hz8.8 dBmV45.0 dB00
27Locked256 QAM38615000000 Hz8.9 dBmV45.1 dB00
28Locked256 QAM39621000000 Hz9.0 dBmV45.0 dB00
29Locked256 QAM40627000000 Hz8.9 dBmV45.0 dB00
30Locked256 QAM41633000000 Hz8.9 dBmV44.9 dB00
31Locked256 QAM42639000000 Hz9.2 dBmV45.0 dB00
32Locked256 QAM43645000000 Hz9.0 dBmV45.0 dB00
 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA185120 Ksym/sec22800000 Hz33.0 dBmV
2LockedATDMA175120 Ksym/sec16400000 Hz33.0 dBmV
3LockedATDMA195120 Ksym/sec29200000 Hz32.8 dBmV
4LockedATDMA205120 Ksym/sec35600000 Hz32.8 dBmV
5Not LockedUnknown0000.0 dBmV
6Not LockedUnknown0000.0 dBmV
7Not LockedUnknown0000.0 dBmV
8Not LockedUnknown0000.0 dBmV
 
Downstream OFDM Channels
ChannelLock
Status
Modulation /
Profile ID
Channel
ID
FrequencyPowerSNR /
MER
Active Subcarrier
Number Range
Unerrored
Codewords
Correctable
Codewords
Uncorrectable
Codewords
1Locked0 ,1 ,2 ,3193690000000 Hz9.58 dBmV44.6 dB508 ~ 35874091673681615786500
2Locked0 ,1 ,2 ,3194957000000 Hz3.88 dBmV42.4 dB148 ~ 39474094105841913724050
 
Upstream OFDMA Channels
ChannelLock StatusModulation / Profile IDChannel IDFrequencyPower
1Not Locked000 Hz0 dBmV
2Not Locked000 Hz0 dBmV
 
Extended Upstream Transmit Power
Enable Extended Upstream Transmit Power
 
Current System Time:Sun May 12 15:35:30 2024
System Up Time:19:43:55
 

 

Message 3 of 8
highfalutin60
Aspirant

Re: How to read/understand the cable diagnostics on the Nighthawk CAX80.

Event Log
Clear Log Refresh
 
TimePriorityDescription
Sun May 12 05:29:51 2024Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sun May 12 03:48:07 2024Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sun May 12 03:43:20 2024Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sun May 12 02:45:36 2024Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sun May 12 01:13:00 2024Notice (6)CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sun May 12 01:10:07 2024Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 2.;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sun May 12 01:09:59 2024Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sun May 12 01:09:12 2024Notice (6)CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 22:58:28 2024Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 22:35:43 2024Notice (6)CM-STATUS message sent. Event Type Code: 4; Chan ID: 193 194; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 22:35:16 2024Warning (5)MDD message timeout;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 20:30:59 2024Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 19:53:02 2024Critical (3)UCD invalid or channel unusable;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 19:53:00 2024Notice (6)DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 19:52:59 2024Notice (6)DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 19:52:34 2024Notice (6)TLV-11 - unrecognized OID;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:51 1970Notice (6)Honoring MDD; IP provisioning mode = IPv6
Thu Jan 1 00:00:45 1970Critical (3)UCD invalid or channel unusable;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:43 1970Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 16:26:17 2024Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Sat May 11 15:14:12 2024Critical (3)UCD invalid or channel unusable;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:46 1970Critical (3)UCD invalid or channel unusable;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:90:f0:63:04:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:43 1970Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=94:18:65:a6:1f:63;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Message 4 of 8
FURRYe38
Guru

Re: How to read/understand the cable diagnostics on the Nighthawk CAX80.

Power levels are too high. I'd get a -6dbm cable coax line attenuator in between the modem and ISP cable line. 

 

Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem. Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.

 

 

Message 5 of 8
highfalutin60
Aspirant

Re: How to read/understand the cable diagnostics on the Nighthawk CAX80.

Power levels are too high. I'd get a -6dbm cable coax line attenuator in between the modem and ISP cable line. 

Ok - got order the -3db but can return it.  Xfinity tech was already here yesterday, and he stated there was nothing wrong with my line/feed coming from the box to my condo unit.

 

Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem. Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.

As for the event log, do I open another ticket with support? Xfinity tech has told me there is no issues so how do I fight this?  I can open a ticket and send them the logs but not sure if that will help.

 

As I stated before, I find it odd that with the Vizio tv turned off, the signal has been great all day. I have been doing spots checks all day. Just wondering if there could be an issue with the board on the tv causing issues on the line.

 

Thank You for looking at the logs, greatly appreciate it.

 

Message 6 of 8
FURRYe38
Guru

Re: How to read/understand the cable diagnostics on the Nighthawk CAX80.

 

All that is on the modem and ISP side. They need to check it out and resolve that.

 

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.

 

Nothing we can do here. 

 

Message 7 of 8
highfalutin60
Aspirant

Re: How to read/understand the cable diagnostics on the Nighthawk CAX80.

All that is on the modem and ISP side. They need to check it out and resolve that.

 

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.

 

So basically, you have validated everything I have done so far.  I had new RG6 coax cable installed in my condo less than 5 yrs ago..  As for Xfinity, they ran new cable from their box to each of the units maybe <5 years ago per my request because their service sucked so bad.  I don't have any amplifiers, attenuators or splitters from the coax.  I do have an extender installed on the Xfinity wire but get the same results with or without it.  The Xfinity tech provided me with their extender/extra coax because when Xfinity contractor ran the cables in the basement, they only ran it so far and not enough to reach any cable modem box that Xfinity or I have. Hope this makes sense.  Moving it would require the extender and more coax run from the basement to the 1st or 2nd floor.

 

Thank you again.

 

 

 

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