CAX30 - losing signal every few minutes

[mikaelderderian]

MODEM-ROUTER purchased from costco in May 2022.

Problem started 2 weeks ago and keeps happening every few minutes.

I work from home and can't have any type of teams or zoom meeting without losing sound every minute for 5-10 sec...

I have performed reset, updated firmware, renamed my wifi networks...

Same problem happens form any device.

My ISP confirmed everything is fine on their end.

I need help urgently.

Thanks

[FURRYe38]

What Firmware version is currently loaded?

Happens on wired devices as well? 

What channels are you using? Auto? Try Auto and 48 on 5Ghz. Or try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?

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...

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. 
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

[mikaelderderian]

Thank you so much for the support. I just changed the channels as suggested and issue continues.

Note that I have 3 WIFI neighbors - their network names are very different.

Cable type and setup has not been changed since may when it was working perfectly (issue started couple weeks ago)

Hardware Version	V1.01
Firmware Version	V1.4.10.10
Cable Firmware Version	V1.04.09

Here is the data from the cable connection tab.

Cable Connection

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 675000000 Hz Locked Connectivity State OK Registration Complete Boot State OK Operational Security Enabled BPI+ IP Provisioning Mode Honor MDD IPv4 only

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

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectabables 1 Locked 256 QAM 31 675000000 Hz -2.-5 dBmV 40.4 dB 482 19 2 Locked 256 QAM 1 489000000 Hz 0.8 dBmV 42.9 dB 0 0 3 Locked 256 QAM 2 495000000 Hz 0.7 dBmV 42.8 dB 0 0 4 Locked 256 QAM 3 501000000 Hz 0.5 dBmV 42.6 dB 0 0 5 Locked 256 QAM 4 507000000 Hz 0.5 dBmV 42.7 dB 0 0 6 Locked 256 QAM 5 513000000 Hz 0.8 dBmV 42.9 dB 0 0 7 Locked 256 QAM 6 519000000 Hz 0.3 dBmV 42.6 dB 0 0 8 Locked 256 QAM 7 525000000 Hz 0.0 dBmV 42.4 dB 0 0 9 Locked 256 QAM 8 531000000 Hz 0.3 dBmV 42.6 dB 0 0 10 Locked 256 QAM 9 537000000 Hz 0.3 dBmV 42.7 dB 0 0 11 Locked 256 QAM 10 543000000 Hz 0.-3 dBmV 41.8 dB 0 0 12 Locked 256 QAM 11 549000000 Hz 0.-5 dBmV 42.0 dB 0 0 13 Locked 256 QAM 12 555000000 Hz 0.-4 dBmV 42.2 dB 0 0 14 Locked 256 QAM 13 561000000 Hz 0.-1 dBmV 42.3 dB 0 0 15 Locked 256 QAM 14 567000000 Hz 0.-9 dBmV 41.2 dB 0 0 16 Locked 256 QAM 15 573000000 Hz -1.-4 dBmV 41.4 dB 0 0 17 Locked 256 QAM 16 585000000 Hz 0.-8 dBmV 41.9 dB 0 0 18 Locked 256 QAM 17 591000000 Hz -1.-5 dBmV 41.2 dB 0 0 19 Locked 256 QAM 18 597000000 Hz -1.-6 dBmV 41.4 dB 0 0 20 Locked 256 QAM 19 603000000 Hz -1.-7 dBmV 41.5 dB 0 0 21 Locked 256 QAM 20 609000000 Hz -1.-9 dBmV 41.4 dB 0 0 22 Locked 256 QAM 21 615000000 Hz -2.0 dBmV 41.2 dB 0 0 23 Locked 256 QAM 22 621000000 Hz -2.-4 dBmV 41.1 dB 0 0 24 Locked 256 QAM 23 627000000 Hz -2.-4 dBmV 40.8 dB 0 0 25 Locked 256 QAM 24 633000000 Hz -2.-6 dBmV 38.3 dB 0 0 26 Locked 256 QAM 25 639000000 Hz -2.-9 dBmV 37.3 dB 0 0 27 Locked 256 QAM 26 645000000 Hz -2.-7 dBmV 41.0 dB 0 0 28 Locked 256 QAM 27 651000000 Hz -2.-8 dBmV 41.0 dB 0 0 29 Locked 256 QAM 28 657000000 Hz -3.-2 dBmV 40.7 dB 0 0 30 Locked 256 QAM 29 663000000 Hz -3.-2 dBmV 40.7 dB 0 0 31 Locked 256 QAM 30 669000000 Hz -2.-9 dBmV 40.8 dB 0 0 32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 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 21900000 Hz 42.3 dBmV 2 Locked ATDMA 2 5120 Ksym/sec 28300000 Hz 42.8 dBmV 3 Locked ATDMA 3 5120 Ksym/sec 34700000 Hz 44.3 dBmV 4 Locked ATDMA 4 5120 Ksym/sec 39500000 Hz 45.8 dBmV 5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV 8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0 dBmV

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

Channel Channel ID Indicator Subcarrier Zero Frequency Active Subcarrier Number Range Total Codewords Uncorrectable Codewords 1 32 Non-Primary 611.6 MHz 1348 ~ 2747 192376317 0 2 0 Other 0 MHz 0 ~ 0 0 0

Channel UpstreamIsMuted Ranging Status Subcarrier Zero Frequency Active Subcarrier Number Range Symbols Per Frame Tx Power 1   Other 0 MHz 0 ~ 0 0 0 dBmV 2   Other 0 MHz 0 ~ 0 0 0 dBmV

[FURRYe38]

Well power is a bit on the low side but with in specs. 

Zeros for Correct and un-correctables. 

Has a factory reset and setup from scratch been performed. 

Try reducing the WiFi power on the modem from 100% to 50%. Under Advanced Tab/Advanced Settings/Wireless Settings

Can you find out what channels your Neighbors are using?

Set channels 1 and 40 or 11 and 48 or 149 for the wifi radios. 

Please post a copy of the Event Logs as well here. 

[mikaelderderian]

Thanks again.

I did change to 50% but issue continues - same for the channels.

Manufacturing reset has been done last week.

I don't have an easy way to get the channel from my neighbors...

Here is the log event:

Time	Priority	Description
2022-09-29 11:44:28	Warning (5)	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
2022-09-29 11:44:23	Notice (6)	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
2022-09-29 11:44:22	Notice (6)	TLV-11 - unrecognized OID;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
2022-09-29 11:44:21	Warning (5)	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:30	Notice (6)	Honoring MDD; IP provisioning mode = IPv4
1970-01-01 00:00:24	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:32	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:25	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:32	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:25	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:32	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:25	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2022-09-22 17:39:58	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:32	Critical (3)	No Ranging Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:24	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2022-09-22 14:59:21	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;
1970-01-01 00:00:29	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
2022-09-21 08:49:51	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=80:cc:9c:df:26:18;CMTS-MAC=00:01:5c:78:c6:6e;CM-QOS=1.1;CM-VER=3.1;

[FURRYe38]

You some Criticals that the ISP needs to review and resolve.

I would have the ISP online with you while checking there logs and signal if they can see the modem go off line...

[mikaelderderian]

So after weeks doing trouble shooting, having my ISP provider technician checking everything, he confirmed that it was a malfunction from the CAX30. He ultimately demonstrated by replacing with their own equipment - the issue was fixed.

So I went back to Cosco yesterday, bought the same CAX30, swapped with the previous one and now everything works perfectly (with same set ups, names...).

Magic question: how do I activate the warranty on my malfunctioning CAX30 to be reimbursed? It was purchased from Cosco 8months ago.

Thank you for your help

Mikael

[FURRYe38]

I would ask Costco to see if they would take the faulty unit back for a refund. I've heard Costco is good in this area. 

If not, you'll need to contact NG support.

@olympos1625 @DarrenM