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Cm500 disconnection issues

eddiebear
Aspirant

Cm500 disconnection issues

My cm500 seems to work perfectly fine all day till late evening when it resets constantly. I have an ac1200 router and it does not reset. Wondering if there is anything I can do to fix this?.

Message 1 of 11

Accepted Solutions
DarrenM
Sr. NETGEAR Moderator

Re: Cm500 disconnection issues

Hello eddiebear

 

My guess is could be the signal levels on the modem or it could be a area issue with your ISP late evening is mostly when people in your area would be home and all online. I would just double check your cable line connections make sure they are good and contact your ISP to run some diagnostics check all the signal strength and maybe send a tech out to do some adjustments if needed. Hope to hear your feedback.

 

DarrenM

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Message 2 of 11

All Replies
DarrenM
Sr. NETGEAR Moderator

Re: Cm500 disconnection issues

Hello eddiebear

 

My guess is could be the signal levels on the modem or it could be a area issue with your ISP late evening is mostly when people in your area would be home and all online. I would just double check your cable line connections make sure they are good and contact your ISP to run some diagnostics check all the signal strength and maybe send a tech out to do some adjustments if needed. Hope to hear your feedback.

 

DarrenM

Message 2 of 11
eddiebear
Aspirant

Re: Cm500 disconnection issues

This is the errors I am recieving.

 

 

 

2015-9-29, 23:39:47Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2015-9-29, 23:39:48Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:43:57Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 00:43:57Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:05:57Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:05:58Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:12:35Critical (3)No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:13:13Warning (5)B-INIT-RNG Failure - Retries exceeded;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:13:13Critical (3)No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:13:51Notice (6)Honoring MDD; IP provisioning mode = IPv6
2015-9-30, 01:19:41Critical (3)No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 01:52:07Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 01:52:11Warning (5)MDD message timeout;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:03:55Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:04:14Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:04:15Warning (5)Dynamic Range Window violation
2015-9-30, 12:04:16Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:31:08Warning (5)Dynamic Range Window violation
2015-9-30, 12:31:40Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:49:56Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:51:10Notice (6)Honoring MDD; IP provisioning mode = IPv6
2015-9-30, 12:52:01Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 13:06:23Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 13:14:16Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 13:26:31Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 13:26:32Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 14:03:39Warning (5)Dynamic Range Window violation
2015-9-30, 18:09:16Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 18:09:20Warning (5)Dynamic Range Window violation
2015-10-1, 11:53:23Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:53:28Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:53:47Warning (5)Dynamic Range Window violation
2015-10-1, 11:54:03Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:54:06Warning (5)Dynamic Range Window violation
2015-10-1, 11:54:31Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:54:31Warning (5)Dynamic Range Window violation
2015-10-1, 11:54:42Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:55:53Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:56:05Notice (6)Honoring MDD; IP provisioning mode = IPv6
2015-10-1, 11:56:58Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
Message 3 of 11
eddiebear
Aspirant

Re: Cm500 disconnection issues

Thanks for the tip. Here is what it keeps doing now.

 

1970-1-1, 01:05:58Critical (3)SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:12:35Critical (3)No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:13:13Warning (5)B-INIT-RNG Failure - Retries exceeded;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:13:13Critical (3)No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.0;CM-VER=3.0;
1970-1-1, 01:13:51Notice (6)Honoring MDD; IP provisioning mode = IPv6
2015-9-30, 01:19:41Critical (3)No Ranging Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 01:52:07Critical (3)SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 01:52:11Warning (5)MDD message timeout;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:03:55Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:04:14Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:04:15Warning (5)Dynamic Range Window violation
2015-9-30, 12:04:16Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:31:08Warning (5)Dynamic Range Window violation
2015-9-30, 12:31:40Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:49:56Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 12:51:10Notice (6)Honoring MDD; IP provisioning mode = IPv6
2015-9-30, 12:52:01Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 13:06:23Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 13:14:16Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 13:26:31Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 13:26:32Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 14:03:39Warning (5)Dynamic Range Window violation
2015-9-30, 18:09:16Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-9-30, 18:09:20Warning (5)Dynamic Range Window violation
2015-10-1, 11:53:23Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:53:28Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:53:47Warning (5)Dynamic Range Window violation
2015-10-1, 11:54:03Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:54:06Warning (5)Dynamic Range Window violation
2015-10-1, 11:54:31Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:54:31Warning (5)Dynamic Range Window violation
2015-10-1, 11:54:42Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:55:53Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 11:56:05Notice (6)Honoring MDD; IP provisioning mode = IPv6
2015-10-1, 11:56:58Critical (3)Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 13:16:14Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 13:19:27Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 13:23:18Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 13:38:59Critical (3)Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=40:5d:82:c7:da:88;CMTS-MAC=00:22:90:c6:a8:3c;CM-QOS=1.1;CM-VER=3.0;
2015-10-1, 13:40:13Notice (6)Honoring MDD; IP provisioning mode = IPv6
Message 4 of 11
DarrenM
Sr. NETGEAR Moderator

Re: Cm500 disconnection issues

Hello eddiebear

 

This still may be some issues with noise on your cable lines Im seeing alot of T3 and T4 time outs here is a explanation of what those mean 

 

T3 ( Ranging Request Retries Exhausted )

Explanation: The cable modem has sent 16 Ranging Request (RNG-REQ) messages without receiving a Ranging Response (RNG-RSP) message in reply from the CMTS. The cable modem is therefore resetting its cable interface and restarting the registration process. This typically is caused by noise on the upstream that causes the loss of MAC-layer messages. Noise could also raise the signal-to-noise ratio (SNR) on the upstream to a point where the cable modem’s power level is insufficient to transmit any messages. If the cable modem cannot raise its upstream transmit power level to a level that allows successful communication within the maximum timeout period, it resets its cable interface and restarts the registration process. This error message is DOCSIS event message is R03.0, Ranging Request.

T4 ( Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received )

Explanation: The cable modem did not received a station maintenance opportunity in which to transmit a Ranging Request (RNG-REQ) message within the T4 timeout period (30 to 35 seconds). The cable modem is resetting its cable interface and restarting the registration process. Typically, this indicates an occasional, temporary loss of service, but if the problem persists, check for possible service outages or maintenance activity on this particular headend system. This error message is DOCSIS event message is R04.0, Ranging Request.

 

Hope this helps

 

DarrenM

Message 5 of 11
vkdelta
NETGEAR Expert

Re: Cm500 disconnection issues

Also, the key message here in the log "Unicast Ranging Received Abort Response - Re-initializing MAC"

This means that some script or someone at ISP side sending a reset signals to the modem.

When I see "ranging Abort , Re-init MAC"  it means it is something triggered from the ISP and not happening due to Modem itself.

 

Who is your ISP?

 

 

---

Netgear

Message 6 of 11
eddiebear
Aspirant

Re: Cm500 disconnection issues

Comcast Xfinity

Message 7 of 11
eddiebear
Aspirant

Re: Cm500 disconnection issues

right now I seem to be fine so maybe its ok now?

Message 8 of 11
Chazz
Tutor

Re: Cm500 disconnection issues

i have same modem/xfinity issue and only 3 upload channels are locked

 

Message 9 of 11
vkdelta
NETGEAR Expert

Re: Cm500 disconnection issues

yes, if you need Ranging Abort, then you should be fine. Please let us know if you see the issue again.

 

----

Netgear

Message 10 of 11
vkdelta
NETGEAR Expert

Re: Cm500 disconnection issues

@Chazz

 

yes, in some areas they x3 US bonding.

 

are you seeing issues? If yes, please send event logs in a seperate thread

Message 11 of 11
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