"ERR_SSL_BAD_RECORD_MAC_ALERT" CAX80 cable/modem

[ThomasCruise100]

On certain sites I constantly get "ERR_SSL_BAD_RECORD_MAC_ALERT", or  like today on BestBuy's website it would crash or error out as well with like error 404 content not found. 

If I go to my parent's house or use ethernet and I have no issues so that leads to believe there's something going on with this specific wifi/router. I've tried updating windows, reinstalling windows, just reset my router, still issues. It's driving me nuts cause I need to access this website on a regular basis/ internet in general. Please help/advice would be super appreciated. 

CAX80 (bought new about 1 year ago). 

Firmware: V2.1.5.2

Laptop: Lenovo Legion Pro 7 (2023) 

OS: Version 10.0.22631 Build 22631
Network card: intel 6E AX211 160MHZ

AX6000 WiFi Cable Modem Router (CAX80) 

[FURRYe38]

What browser are you using? 
Happens or seen in different browsers like MS-Edge, Firefox or Opera? 

Happens if you ethernet connect your PC to the modem? 

Happens with other devices with same site? 

Try disabling the following and see:
Armor, Smart Parental Controls or Circle, Traffic Meter.

Has a factory reset and setup from scratch been performed since last FW update?

[ThomasCruise100]

@FURRYe38 

I primarily use MS Edge. I tried Google Chrome and I got the same issue (to be fair Edge and Chrome use the same base chromium or w/e it is)

The error does not occur if I connect via ethernet directly to router, only on my home wifi/router (other places I do not get error).

I will test other devices at home in the next few days and report back.

I have tried disabling various internet security/malware settings and programs to no avail. (again, why would it work at other places but not home wifi?)

I just did a factory reset of the router and set up last night and still got the error.

[FURRYe38]

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...

[ThomasCruise100]

I am getting the same error on mobile. also noticing a lot of hic-ups in general using the internet with things like failure to upload images to sites, failure to upload video, sites not loading or taking very long to reload etc.

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: Good

Downstream Status: Good

Downstream Power Level: Good

Downstream SNR: Good

Upstream Status: Good

Upstream Power Level: Good

Current time: Thu Aug 29 12:19:48 2024

Startup Procedure
Acquire Downstream Channel: 435 MHz Locked
Connectivity State: OK Operational
Boot State: OK Operational
Security: Enabled BPI+

Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID Frequency Power SNR Correctables Uncorrectables
1 Locked 256 QAM 4 435000000 Hz 2.5 dBmV 44.6 dB 2074 749
2 Locked 256 QAM 1 417000000 Hz 2.4 dBmV 44.5 dB 4 0
3 Locked 256 QAM 2 423000000 Hz 2.3 dBmV 44.5 dB 9 0
4 Locked 256 QAM 3 429000000 Hz 2.5 dBmV 44.5 dB 4 0
5 Locked 256 QAM 5 441000000 Hz 2.3 dBmV 44.5 dB 5 0
6 Locked 256 QAM 6 447000000 Hz 1.9 dBmV 44.2 dB 6 0
7 Locked 256 QAM 7 453000000 Hz 1.6 dBmV 44.2 dB 17 0
8 Locked 256 QAM 8 459000000 Hz 1.6 dBmV 44.1 dB 9 0
9 Locked 256 QAM 9 465000000 Hz 1.6 dBmV 44.1 dB 6 0
10 Locked 256 QAM 10 471000000 Hz 1.4 dBmV 42.9 dB 7 0
11 Locked 256 QAM 11 477000000 Hz 1.6 dBmV 33.7 dB 54 0
12 Locked 256 QAM 12 483000000 Hz 1.7 dBmV 34.7 dB 5 0
13 Locked 256 QAM 13 489000000 Hz 1.5 dBmV 43.5 dB 77 0
14 Locked 256 QAM 14 495000000 Hz 1.6 dBmV 43.1 dB 91 6
15 Locked 256 QAM 15 507000000 Hz 1.9 dBmV 43.7 dB 2 0
16 Locked 256 QAM 16 513000000 Hz 1.7 dBmV 43.1 dB 3 0
17 Locked 256 QAM 17 519000000 Hz 1.8 dBmV 43.4 dB 9 0
18 Locked 256 QAM 18 525000000 Hz 2 dBmV 44 dB 8 0
19 Locked 256 QAM 19 531000000 Hz 1.9 dBmV 44 dB 46 5
20 Locked 256 QAM 20 537000000 Hz 1.5 dBmV 43.8 dB 2 0
21 Locked 256 QAM 21 543000000 Hz 1.7 dBmV 43.8 dB 0 0
22 Locked 256 QAM 22 549000000 Hz 2.1 dBmV 44.1 dB 0 0
23 Locked 256 QAM 23 555000000 Hz 2.2 dBmV 43.2 dB 0 0
24 Locked 256 QAM 24 561000000 Hz 2.1 dBmV 43.6 dB 1 0
25 Locked 256 QAM 25 567000000 Hz 1.8 dBmV 43.7 dB 11 0
26 Locked 256 QAM 26 573000000 Hz 1.7 dBmV 38.3 dB 16 0
27 Locked 256 QAM 27 579000000 Hz 1.7 dBmV 40.6 dB 9 0
28 Locked 256 QAM 28 585000000 Hz 1.7 dBmV 35.7 dB 0 0
29 Locked 256 QAM 29 591000000 Hz 1.9 dBmV 37.8 dB 0 0
30 Locked 256 QAM 30 597000000 Hz 2.1 dBmV 38.2 dB 3 0
31 Locked 256 QAM 31 603000000 Hz 1.9 dBmV 36 dB 7 0
32 Locked 256 QAM 32 609000000 Hz 1.5 dBmV 38.8 dB 3 0

Upstream Bonded Channels
Channel LockedStatus ChannelType ChannelID SymbolRate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 16400000 Hz 35.8 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 22800000 Hz 35.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 29200000 Hz 35.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 35600000 Hz 34.8 dBmV
5 Locked ATDMA 5 2560 Ksym/sec 40400000 Hz 37.8 dBmV
6 Locked ATDMA 6 2560 Ksym/sec 10400000 Hz 39.5 dBmV
7 Not Locked Unknown 0 0 0 0.0
8 Not Locked Unknown 0 0 0 0.0

Downstream OFDM Channels
Channel LockedStatus ProfileID ChannelID Frequency Power SNR/MER ActiveSubcarrier Unerror Correctable Uncorrectable
1 Locked 0 ,1 ,2 ,3 193 805000000 Hz 3.28 dBmV 43.2 dB 1108 ~ 2987 2595037349 819525827 0
2 Not Locked 0 0 0 Hz 0 dBmV 0 dB 0 ~ 4095 0 0 0

Upstream OFDMA Channels
Channel LockedStatus ProfileID ChannelID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV

Event Log
Time Priority Description
Tue Aug 27 17:24:32 2024 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:11:52 2024 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:10:13 2024 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:08:52 2024 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:08:07 2024 Notice CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:02:11 2024 Notice CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 26 00:52:37 2024 Critical No Ranging Response received - T3 time-out;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 26 00:52:31 2024 Critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 26 00:52:31 2024 Notice DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 26 00:52:23 2024 Notice TLV-11 - unrecognized OID;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:03 1970 Notice Honoring MDD; IP provisioning mode = IPv6
Thu Jan 1 00:03:00 1970 Critical No Ranging Response received - T3 time-out;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:42 1970 Critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:05 1970 Warning Lost MDD Timeout;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:56 1970 Critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Event Log

Time	Priority	Description
Tue Aug 27 17:24:32 2024	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:11:52 2024	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:10:13 2024	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:08:52 2024	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:08:07 2024	Notice (6)	CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Tue Aug 27 17:02:11 2024	Notice (6)	CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 26 00:52:37 2024	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 26 00:52:31 2024	Critical (3)	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 26 00:52:31 2024	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 26 00:52:23 2024	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:03:03 1970	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Thu Jan 1 00:03:00 1970	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:90:f0:1d:01:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:02:42 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:01:05 1970	Warning (5)	Lost MDD Timeout;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Thu Jan 1 00:00:56 1970	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=94:18:65:2c:65:c3;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

[FURRYe38]

Seeing some correctables and un-correctables that should be mostly zeros. Channel 1 seems to have the most. Not terrible though.

Power levels are good. 

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

Who is the ISP? 

Are you seeing this with both wireless and ethernet connected devices? 

[ThomasCruise100]

I have xfinity/comcast. I do self-install so I have not had a technician come out since we moved here in 2020. 

It seems ethernet resolves most of the issues for some reason. But again it's odd that my wifi seems to work perfectly fine at my parents house for cu.taleo.net (job site I use a lot that gives me the "ERR_MAC_ALERT" constantly on my home wifi. Yesterday I was trying to upload files for a job and it kept erroring out until I used ethernet connection to upload files. Probably the root issue I had the other day when I tried to upload video answers to a job site and that kept erroring out too on wifi (though I did not try ethernet at that time to resolve it.)

I did some pinging to google.com and had 0 packet loss. I tried pinging cu.taleo.net and it "times out". I don't know enough to know why that might be. 

I probably just need to get a tech out here to see if there are some line issues.

I tried xfinity's support tool and it says all my connections are good, then tells me to try restarting modem and then says "error" lol. So, some kind of odd issue. 

I stream TV quite a bit and maybe get an occasional stutter here and there while watching. 

Gaming, I also rarely get lag spikes.

I found this rat's nest of wiring in my basement. There could be something going on here for sure. The previous owners were a lot of DIY'ers/contractors so this might have been them.

Rat's nest of wiring.Here's a perfect example of a failed upload to a site when I'm on wifi as seen here for this post. Plug in ethernet and it works.Great Example of an error I get on wifi uploading

[ThomasCruise100]

Here's my wifi speed test.

Seems to be some kind of wifi protocol/processing error. I'm not a tech guru though so I'm at a loss as to how to solve this right now other than a technician coming out or a new router?

[FURRYe38]

How is the CAX80 wifi settings configured? What channels are being used?

This happen with Smart Connect enabled or disabled? 

Is IPv6 enabled or disabled on the CAX80? 

Do all WiFi devices exhibit this issue when connected to the CAX80?

[ThomasCruise100]

I haven't resolved it yet sadly. Netgear is forcing me to pay $100 for software support even though I bought extended warranty which only covers the hardware apparently. Which at this point I'm 90% positive it's an issue with the actual hardware/chip as I've tried various software fixes to no avail so rather frustrating. I didn't notice these issues until I too started working from home a few months ago.

If you recently bought it I would return it/call support right away.

-Andrew

[FURRYe38]

Has newer FW been tried since you first posted this? 

https://community.netgear.com/t5/Cable-Modems-Gateways/New-CAX80-Firmware-Version-5-1-1-8-Released/t...

Was the Event log items reviewed and resolve by the ISP that I had referred to before? 

---

@ThomasCruise100 wrote:

I haven't resolved it yet sadly. Netgear is forcing me to pay $100 for software support even though I bought extended warranty which only covers the hardware apparently. Which at this point I'm 90% positive it's an issue with the actual hardware/chip as I've tried various software fixes to no avail so rather frustrating. I didn't notice these issues until I too started working from home a few months ago.

If you recently bought it I would return it/call support right away.

-Andrew

---

[FURRYe38]

Any progress on this?

@ThomasCruise100 

[ThomasCruise100]

@FURRYe38 
No updates yet. 
I'm debating on if I can/need to contact xfinity/comcast to check the house connection like you said and how much that will cost. Also need to find the time as I work M-F and have 2 babies ha.
In your opinion/knowledge do you think the issue is likely an ISP issue or a chip issue with the CAX80 router? Just seems odd that using ethernet resolves these issues for me and therefore seems like it's an upstream issue not a downstream issue.

[FURRYe38]

Has FW been updated on the CAX80 and done a factory reset on the cax80 and setup form scratch? 

Still happens on both wired and wireless devices? 

Be sure to disable any MAC Address randomizers on phones and pads while at home:
https://community.netgear.com/t5/Nighthawk-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-...

What DNS are you using? ISP DNS auto detected or custom DNS? 
Can try setting a custom DNS on the CAX80, use something like Cloudfare or Quad9.

Is IPv6 enabled currently or disabled? 

Please post another set of cable connection and event logs for us to take a look at please. 

[FURRYe38]

Have you tried adjusting the MTU value any under ADVANCED > Setup > WAN Setup?

Wondering if this could help on this some...enter a value from 64 to 1500.

Also have you updated FW yet? 

@ThomasCruise100 

[ThomasCruise100]

The MTU is at 1500 and I updated to the latest firmware a few weeks ago. Still issues.

[FURRYe38]

Try lowering the MTU value as a test to see if the issue still appears. 

Also while you can reproduce this, please enable WAN/LAN debug logging under modem IP address/debug.htm and start the logging. Reproduce this issue and after, please select the Save Logs button and once the .zip file is downloaded, please upload the .zip file to a online cloud service like dropbox or one drive and private message me the share link. I'll get this to NG for review. 

[ThomasCruise100]

So it is 100% the CAX80 gateway. I forgot I kept my old gateway as a backup. I have plugged in my previous gateway and 0 issues so far. I'll leave it plugged it for the next week or so while I argue with Netgear to honor my hardware warranty and ship it to them without forcing me to pay $100 for the additional software warranty when it's clearly a hardware issue. 

I can maybe post some logs and stuff with the new gateway to see if there's a difference.

[FURRYe38]

Ok, let us know when the new unit comes in and see if it happens there. 

Did you try to change the MTU on the CAX80 at all?