C7100V is dropping wired connections

systemsguy54 · ‎2020-11-10

I have been trying to reduce my Comcast monthly bill, so I contacted 1-Voip to use their voip service instead of COmcast's. When I received their box to connect up to a wired ethernet port on my C7100V, it would not connect. I then did some testing with otehr devices (wired) and found that every connection either would not even come up, or if it did, it would not would stay up for very long on any of the 4 ethernet ports. Rebooting the router was fine for about 2 or 3 minutes, but then the wired connections dropped. After looking through the event logs on the router, I noticed a lot of timeouts. No issue with the wirelelss connections, only the wired ones. I have no clue as to what could be causing the timeouts. Any suggestions for further troubleshooting or possible resolution? Firmware is level 2.01.42.

Thanks,

Paul

plemans · ‎2020-11-11

No, you shouldn't need to call to reactivate

View solution in original post

plemans · ‎2020-11-10

Do you have a screen snip of the cable connections page and the logs?

That helps us check the connection back to the ISP

systemsguy54 · ‎2020-11-11

Thanks for th quick reply. I am not sure what you mean by a screen scnip, but I will attempt to include pictures as I can. I did some more "troubleshooting" at 6 am this morning (so you can see the time in the logs) and I did find some interesting items. If I connect a laptop via a wired ethernet port, then eventually, I am able to have a wired connection. However, after that connection is made, I had issues with our tv not being able to connect wirelessly to the internet via the 5G band which is where the wired port seemed to connect. So, I went back to the drawing board. I connected two devices to the wired ethernet ports and then power cleared (removed power cord) the router. When it restarted, both of the wired ports indicated activity (lights ob the ports were lit) and all seemed well until the DS/US light on the router fron panel started to blink, whichI assume means that the 2.4 and the 5g wireless bands kicked in. At that point, the wired ethernet ports "went dark" and, in fact, my tv indicated that the wired connection had disconnected. So, there appears to be some conflict betwen the wired and the wireless connections.

Time	Priority	Description
2020-11-11, 06:01:03.0	Warning (5)	MDD message timeout;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:01:5c:6e:30:56;CM-QOS=1.1;CM-VER=3.0;
2020-11-11, 06:00:57.0	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:01:5c:6e:30:56;CM-QOS=1.1;CM-VER=3.0;
2020-11-11, 06:00:56.0	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:01:5c:6e:30:56;CM-QOS=1.1;CM-VER=3.0;
2020-11-11, 06:00:19.0	Warning (5)	MDD message timeout;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:01:5c:6e:30:56;CM-QOS=1.1;CM-VER=3.0;
2020-11-11, 06:00:18.0	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:01:5c:6e:30:56;CM-QOS=1.1;CM-VER=3.0;
2020-11-11, 06:00:13.0	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:01:5c:6e:30:56;CM-QOS=1.1;CM-VER=3.0;
2020-11-11, 06:00:13.0	Warning (5)	MDD message timeout;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:01:5c:6e:30:56;CM-QOS=1.1;CM-VER=3.0;
2020-11-10, 18:13:01.0	Notice (6)	WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
2020-11-10, 18:12:41.0	Notice (6)	WiFi Interface [wl1] set to Channel 44 (Side-Band Channel:N/A) - Reason:GUI
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:01:5c:6e:30:56;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=08:02:8e:88:4b:c8;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6
Time Not Established	Notice (6)	Honoring MDD; IP provisioning mode = IPv6

systemsguy54 · ‎2020-11-11

I assume you meant connected devices by cable connections screen. So, here is what is currently there:

Go to Access Control to allow or block devices.

Access Control: Turned Off

Wired Devices

#

IP Address

MAC Address

Device Name

2.4G Wireless Devices (Wireless intruders also show up here)

SSID	IP Address	MAC Address	RSSI	Device Name
HesslerWifi	192.168.0.7	A0:D3:C1:DF:F2:FA	-62 dBm	HPD4CCE0
HesslerWifi	192.168.0.9	EC:F4:51:4D:77:46	-37 dBm	LGwebOSTV
HesslerWifi	192.168.0.23	20:3D:BD:70:9C:22	-48 dBm	LGwebOSTV
HesslerWifi	192.168.0.31	3E:74:61:CD:89:BF	-63 dBm	DESKTOP-JFL7ELB
HesslerWifi	192.168.0.45	DE:8F:F4:BA:D7:02	-77 dBm	Cindys-iPhone
HesslerWifi	192.168.0.4	00:f7:6f:e9:ed:07	-68 dBm	iPad
HesslerWifi	192.168.0.41	d8:c4:6a:ba:be:7b	-64 dBm	Galaxy-S7-edge

5G Wireless Devices (Wireless intruders also show up here)

SSID	IP Address	MAC Address	RSSI	Device Name
HesslerWifi-5	0.0.0.0	e0:f8:47:04:20:c8	-76 dBm	TheHesslersMBP2

plemans · ‎2020-11-11

us/ds is the modem connection back to the isp. Have you tried to have your isp re-provision it? I've had them send the wrong provisioning file before and it caused many issues.

I'll attach an example of your cable connections page

systemsguy54 · ‎2020-11-11

Again, thanks for the quick response. I see your connections page and the start frequency on my router is more than 0. I will attach here. What exactly does re-proviion or provision mean (for my own information, if you please)

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

<tabindex=-1>Startup Procedure</tabindex=-1>

Procedure	Status	Comment
Acquire Downstream Channel	519000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK	------------
Security	Enable	BPI+

<tabindex=-1>Downstream Bonded Channels</tabindex=-1>

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	13	519000000 Hz	-4.6 dBmV	41.5 dB	1	0
2	Locked	QAM256	14	525000000 Hz	-4.8 dBmV	41.3 dB	1	0
3	Locked	QAM256	15	531000000 Hz	-4.8 dBmV	41.2 dB	1	0
4	Locked	QAM256	16	537000000 Hz	-4.3 dBmV	41.3 dB	1	0
5	Locked	QAM256	17	543000000 Hz	-3.5 dBmV	41.5 dB	0	0
6	Locked	QAM256	18	549000000 Hz	-2.8 dBmV	41.8 dB	0	0
7	Locked	QAM256	19	555000000 Hz	-2.7 dBmV	42.0 dB	0	0
8	Locked	QAM256	20	561000000 Hz	-3.1 dBmV	41.3 dB	1	0
9	Locked	QAM256	21	567000000 Hz	-3.7 dBmV	41.4 dB	1	0
10	Locked	QAM256	22	573000000 Hz	-4.0 dBmV	41.3 dB	1	0
11	Locked	QAM256	23	579000000 Hz	-4.3 dBmV	41.0 dB	1	0
12	Locked	QAM256	24	585000000 Hz	-4.4 dBmV	40.9 dB	1	0
13	Locked	QAM256	25	591000000 Hz	-4.1 dBmV	41.0 dB	1	0
14	Locked	QAM256	26	597000000 Hz	-4.1 dBmV	40.9 dB	1	0
15	Locked	QAM256	27	603000000 Hz	-4.4 dBmV	40.8 dB	2	0
16	Locked	QAM256	28	609000000 Hz	-4.8 dBmV	40.5 dB	2	0
17	Locked	QAM256	30	615000000 Hz	-5.4 dBmV	41.3 dB	0	0
18	Locked	QAM256	31	621000000 Hz	-5.5 dBmV	41.0 dB	0	0
19	Locked	QAM256	32	627000000 Hz	-5.6 dBmV	40.8 dB	0	0
20	Locked	QAM256	33	633000000 Hz	-5.6 dBmV	40.9 dB	0	0
21	Locked	QAM256	34	639000000 Hz	-5.6 dBmV	40.7 dB	0	0
22	Locked	QAM256	35	645000000 Hz	-5.3 dBmV	40.8 dB	0	0
23	Locked	QAM256	36	651000000 Hz	-5.0 dBmV	41.1 dB	0	0
24	Locked	QAM256	37	657000000 Hz	-4.9 dBmV	41.3 dB	0	0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 Ksym/sec	23700000 Hz	48.3 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	30100000 Hz	49.8 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	36500000 Hz	49.3 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	17300000 Hz	48.3 dBmV
5	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV

Current System Time: Wed Nov 11 09:32:56 2020 System Up Time: 1:56:50

plemans · ‎2020-11-11

the provisioning is the file they send that has firmware/speeds for your device.

Your signal levels look good.

Have you tried a factory reset of it? not just a reboot but full reset?

systemsguy54 · ‎2020-11-11

I have not tried a factory reset. Should I do that before or after I ask them to re-provision, or should I wait until the factory reset to see if it all comes back before asking them to re-provision?

plemans · ‎2020-11-11

i would start with the factory reset. Push and hold reset for 7-15 seconds while its powered on. The lights should change/flash when held long enough.

You don't have your wired devices connected through a switch do you?

systemsguy54 · ‎2020-11-11

No, the wired connections are directly into the router itself. One question for you... This router is one that I had purchased to get rid of the Comcast provided one (no sense in paying them a $10 fee every month ad infinitum). If I do a factory reset, do I have to notify Comcast (I initially had to call them to have them activate my router in their system). I assume that I would not since it does not change MAC address, but I need to ask anyway.

Thanks,

Paul

plemans · ‎2020-11-11

No, you shouldn't need to call to reactivate

systemsguy54 · ‎2020-11-11

Excellent! The factory reset semed to do the trick. Now comes the hard part.... why? I am an old mainframe technician who deals with communications there, so any idea what caused the issue that the reset seems to have cleared?

All your efforts and solution (factory reset of router to resolve dropped wired connections) are greatly appreciated! Kudos!

Paul

plemans · ‎2020-11-11

It could have been something simple. If it was new maybe the new firmware from the ISP caused a conflict with an old setting.

I'm glad it worked!

C7100V is dropping wired connections

C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

Re: C7100V is dropping wired connections

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