Firmware Update for CM500

[sparky0721]

Hi,

I need to update my firmware for my CM500 modem.  Per Netgear, it should be V1.01.05 but mine is still V1.01.04 (according to modem when I log in from home network).  Because Netgear says I need to call my ISP to update, I tried calling Spectrum who said they couldn't do it (but they are sending someone out on Sunday to see if it can be figured out). 

What other options do I have?

Thanks.

[djc6]

What problem are you experiencing that you think new firmware will fix?

Spectrum won't update your modem, so there is no alternative way to update it.

[sparky0721]

On my PC, I can't connect to the internet and connection to network is spotty at best, and my android's Genie app says "no internet connection" even after connecting to network. However, my iPad DOES connect to the network AND internet.
The firmware update was just a guess re: what the problem actually is.

[djc6]

If one device has solid connectivity and another does not, then the problem isn't with your modem.  Since ALL of your internet traffic passes in/out of the modem, it will impact all devices equally.

Just to make sure its not your modem, when you log into your modem administrative web page, what do your signal levels look like?  How many correctable/uncorrectable errors, etc?  Its probably best to take a screenshot of this information and post it.

What router do you have?  Is it somehwat centrally located inside your home?  Does it have latest firmware?

[sparky0721]

I have a Netgear Nighthawk R7000 Router. And it is centrally located. I had someone from Spectrum come out today and while he was replacing the cord and connectors where the cable goes into the wall, I suddenly got internet per my Genie app. But by the time he reinstalled the faceplate to the wall, it was lost again. He went and changed other things, including up the pole outside our house, and still nothing. I asked him to re-pull apart faceplate and re-connect what he had done, and it came back online again (Spectrum guy still doubted it was anything he did, even though it was not a coincidence that it started twice while he was fiddling with it). So now it's all going except for my PC which remains offline.
Im trying to figure out how to attach screenshots of my modem info (suggestions?) but overall, I'm scared to reboot or mess with anything out of fear I'll lose phone internet again but would still love to figure out how to get onto PC internet.
Thank you very much for your time & effort to help me with all of this. It's GREATLY appreciated!
Have a great Father's Day,
Spencer

[djc6]

You're right, there doesn't seem to be a way to attach images on the netgear community.

Go to http://192.168.100.1/ and click on 'Cable Connection' - this page has power levels and errors on each channel.

Can you select all the text and copy/paste into a reply?  

[sparky0721]

Hi,
Apply Cancel
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
Procedure Status Comment
Acquire Downstream Channel 705000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
IP Provisioning Mode IPv6 Only ipv6Only(1)

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 32 705000000 Hz 5.1 dBmV 40.6 dB 278 926
2 Locked QAM256 9 567000000 Hz 5.8 dBmV 42.1 dB 284 954
3 Locked QAM256 10 573000000 Hz 5.6 dBmV 41.5 dB 289 952
4 Locked QAM256 11 579000000 Hz 5.8 dBmV 41.9 dB 307 998
5 Locked QAM256 12 585000000 Hz 6 dBmV 41.9 dB 287 931
6 Locked QAM256 13 591000000 Hz 6.3 dBmV 42.2 dB 326 1029
7 Locked QAM256 14 597000000 Hz 6.8 dBmV 42.4 dB 291 998
8 Locked QAM256 15 603000000 Hz 6.9 dBmV 42.6 dB 253 873
9 Locked QAM256 16 609000000 Hz 6.7 dBmV 42.6 dB 262 963
10 Locked QAM256 18 621000000 Hz 5 dBmV 40.7 dB 295 982
11 Locked QAM256 19 627000000 Hz 4.2 dBmV 40.5 dB 280 861
12 Locked QAM256 20 633000000 Hz 4.1 dBmV 40.4 dB 280 940
13 Locked QAM256 22 645000000 Hz 5.2 dBmV 41 dB 293 863
14 Locked QAM256 23 651000000 Hz 6 dBmV 41.5 dB 264 876
15 Locked QAM256 25 663000000 Hz 5.6 dBmV 41.2 dB 283 887
16 Locked QAM256 27 675000000 Hz 3.9 dBmV 39.9 dB 267 890

[djc6]

That the downstream info, do you have the info for upstream channels?  Should be right below what you copy/pasted.

Downstream looks good.

[sparky0721]

Sorry... here you go...

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 10 5120 Ksym/sec 23300000 Hz 36.8 dBmV
2 Locked TDMA 9 2560 Ksym/sec 18500000 Hz 36.8 dBmV
3 Locked ATDMA 11 5120 Ksym/sec 30600000 Hz 35.5 dBmV
4 Locked ATDMA 12 5120 Ksym/sec 37000000 Hz 38.3 dBmV

[DarrenM]

Hello sparky0721

In your cable logs are you seeing any Timeout errors?

DarrenM

[sparky0721]

Where exactly would I find that info?

Thanks,
Spencer

[DarrenM]

In the modem gui Advanced-adminstration-event log.

DarrenM

[sparky0721]

Below is everything listed in the log.  Definitely seems to have some errors and problems but I have no clue what any of it means and/or what i can do to fix it.

Thanks for the help.

Time Priority Description
2017-6-18, 09:13:35 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 09:13:43 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 09:13:43 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 09:13:50 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 09:13:50 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 09:13:52 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 09:13:52 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 09:14:30 Notice (6) Honoring MDD; IP provisioning mode = IPv4
2017-6-18, 17:14:34 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 17:14:34 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 17:14:34 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 17:14:42 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 17:14:47 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2017-6-18, 17:14:55 Warning (5) ToD request sent - No Response received;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 17:14:56 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 17:14:56 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:22 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:25 Warning (5) MDD message timeout;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:26 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:32 Warning (5) MDD message timeout;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:33 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:33 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:34 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:36 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:37 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:45 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:46 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:50 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 09:26:53 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 09:26:59 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 09:27:02 Notice (6) Honoring MDD; IP provisioning mode = IPv4
2017-6-18, 17:27:05 Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 17:27:05 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 17:27:05 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 17:27:08 Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 17:27:13 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 17:27:18 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
2017-6-18, 17:27:30 Warning (5) ToD request sent - No Response received;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.0;CM-VER=3.0;
2017-6-18, 17:27:31 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;
2017-6-18, 17:27:31 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=50:6a:03:f6:6c:f0;CMTS-MAC=00:01:5c:6b:f6:53;CM-QOS=1.1;CM-VER=3.0;

[DarrenM]

Hello Sparky0721

Yea I see you are getting T3 and T4 timeouts which indicated there is  signal issues  you will have to contact your ISP and have them come check you lines and the lines in the area.

DarrenM

[lm8]

Hi. I am having the exact same problems as described above. When I called my ISP, Spectrum/Time Warner, they said that there have been no internet outages in my area in weeks, so it must be my modem. Netgear indicates there is a firmware upgrade, v1.01.05. This is in the troubleshooting advice to upgrade firmware. However, the ISP says they can't do it, and Netgear says they can't do it. How am I supposed to upgrade the firmware?

[lm8]

And this was the last error listed in my event log: Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=2c:30:33:6d:93:70;CMTS-MAC=00:17:10:88:37:06;CM-QOS=1.1;CM-VER=3.0;

There are many other errors listed in the log. Synch timing syncronization failure is another common one. It would seem obvious to ugrade firmware, just not possible....