Amber Light No Internet

[lindylex]

Model: RAX42

EOM Provide : Xfinity

Purchased this modem 11 months ago.  Had no issues and now it will no longer connect to the internet.  I have tried the following.  

- Power cycled the RAX42

- Power cycled the Netgear CM700 modem that connects to to Xfinity

- Tried different ethernet cables going from the CM700 to RAX42

Now I am directly connected to the CM700 and using the internet sans issues.

Did I miss anything in the diagnosis?

Thanks

[Kitsap · Accepted solution]

Start off by looking at your terminology.  The CM700 is a cable modem and the RAX42 is a Wi-Fi router.

Power cycling your local area network (LAN) is important, but it is equally important to do so in the proper sequence with ample time between devices.

Pull the power cord on your modem and disconnect the Ethernet cord.

Pull the power cord on your router and disconnect the Ethernet cord.

Plug in the cord to power up the modem and give it ample time (a few minutes) to boot and connect to your internet service provider (ISP).  One of the last indicators to illuminate will be the one that shows internet connection.

Connect your Ethernet cord from the output of the modem to the WAN input on your RAX42.

Plug in the cord and push the on button to power up the router and give it ample time (a few minutes) to boot and connect to the internet.  One of the last indicators to illuminate will be the one that shows internet connection.

Did the internet indicator on your router light up as white?  If yes, check for internet access from devices connected to your router via Wi-Fi or Ethernet cable.  If no, report back as there are other steps to take next.

[FURRYe38]

Does the top Internet LED turn AMBER when this first happened. 

Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.

Has a factory reset and setup from scratch been performed since last FW update? A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch with a wired PC and web browser. https://kb.netgear.com/22697/How-do-I-install-my-NETGEAR-router-using-the-router-web-interface
Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
https://kb.netgear.com/24089/How-do-I-specify-the-pool-of-IP-addresses-assigned-by-my-Nighthawk-rout...

[michaelkenward]

---

@lindylex wrote:

Model: RAX42

EOM Provide : Xfinity

Purchased this modem 11 months ago. 

---

The RAX42 isn't a modem.

That is your CM700.

[lindylex]

RAX42 is my Wifi modem I am having issues with.  Is that clearer?

[lindylex]

I have four good ethernet cables that work.  So the cables are not the issue.  I did a factory reset and I still cannot get on the internet.  A lengthy power cycle and the computer is connected via a wire to the wifi modem.  So not much more I can do at this point.  

[Kitsap · Accepted solution]

Start off by looking at your terminology.  The CM700 is a cable modem and the RAX42 is a Wi-Fi router.

Power cycling your local area network (LAN) is important, but it is equally important to do so in the proper sequence with ample time between devices.

Pull the power cord on your modem and disconnect the Ethernet cord.

Pull the power cord on your router and disconnect the Ethernet cord.

Plug in the cord to power up the modem and give it ample time (a few minutes) to boot and connect to your internet service provider (ISP).  One of the last indicators to illuminate will be the one that shows internet connection.

Connect your Ethernet cord from the output of the modem to the WAN input on your RAX42.

Plug in the cord and push the on button to power up the router and give it ample time (a few minutes) to boot and connect to the internet.  One of the last indicators to illuminate will be the one that shows internet connection.

Did the internet indicator on your router light up as white?  If yes, check for internet access from devices connected to your router via Wi-Fi or Ethernet cable.  If no, report back as there are other steps to take next.

[michaelkenward]

---

@lindylex wrote:

RAX42 is my Wifi modem I am having issues with.  Is that clearer?

---

The RAX42 is not a modem. It is a router.

A router needs a modem to connect it to the Internet.

The CM700 is your modem. This is important. That is why you need to follow the advice that you received from @Kitsap 

Not much to say beyond repeating that advice in a different format.

Be sure to restart your network in this sequence:

• Turn off and unplug modem.
• Turn off router and computers.
• Plug in and turn on modem. Wait 2 minutes for it to connect.
• Turn on the router and wait 2 minutes for it to connect.
• Turn on computers and rest of network.

The first thing to do is to check that your CM700 modem is working. Maybe that is what you are having issues with.

The fact that you have reset the router means that you now need to set up the RAX42 from scratch.

[lindylex]

michaelkenward, just want to say I apologize for my tone and thanks for taking time to providing assistance and educating others.  This was just getting a bit frustrating for me at the time of writing since it has been a frequent occurrence within the last 3 weeks.  

Have a great weekend.

[lindylex]

I have done this many times in the past with success and not sure why this time it has worked.  Thanks for taking the time to assist me and others you are the best.  

Have a great weekend. 

[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...

[michaelkenward]

No need to apologise. These things can be horribly frustrating. It isn't made easy by Netgear's different ways of explaining what to do.

When nasty stuff happens. Sit down. Take a deep breath. Count to 10. (Pour yourself stiff drink if that is your thing.) And go through things methodically. The important bit is doing things in the right order, although there is no harm in pouring that drink earlier in the process.

[michaelkenward]

---

@HarryPalmerz wrote:

my bet's on that gratuitous praise being sarcasm.

---

Not in the least. I have been through enough if these travails to understand the pain and frustration that @lindylex experienced.

[lindylex]

Correct nothing but respect from me here!

[lindylex]

FURRYe38, the information you requested.  

] Event Logs [

Mar 13 2024 05:47:35	Warning (5)	TCS Partial Service
Mar 13 2024 05:47:35	Warning (5)	TCS Partial Service
Mar 13 2024 05:47:35	Warning (5)	TCS Partial Service
Mar 13 2024 05:47:35	Warning (5)	TCS Partial Service
Mar 13 2024 05:47:35	Warning (5)	TCS Partial Service
Mar 13 2024 05:47:35	Warning (5)	TCS Partial Service
Mar 13 2024 05:47:35	Warning (5)	TCS Partial Service
Mar 13 2024 05:47:35	Warning (5)	TCS Partial Service
Mar 13 2024 05:47:35	Warning (5)	TCS Partial Service
Mar 13 2024 05:47:35	Critical (3)	Unicast Ranging Received Abort Response - initializing MAC
Mar 13 2024 05:48:05	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 13 2024 05:58:06	Critical (3)	No Ranging Response received - T3 time-out
Mar 13 2024 05:58:22	Warning (5)	TCS Partial Service
Mar 13 2024 05:58:22	Critical (3)	Unicast Ranging Received Abort Response - initializing MAC
Mar 13 2024 05:58:52	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 13 2024 06:08:54	Critical (3)	No Ranging Response received - T3 time-out
Mar 13 2024 06:08:59	Warning (5)	TCS Partial Service
Mar 13 2024 06:08:59	Critical (3)	Unicast Ranging Received Abort Response - initializing MAC
Mar 13 2024 06:09:29	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 13 2024 06:19:30	Critical (3)	No Ranging Response received - T3 time-out
Mar 13 2024 06:41:07	Critical (3)	Unicast Ranging Received Abort Response - initializing MAC
Mar 13 2024 06:41:07	Critical (3)	No Ranging Response received - T3 time-out
Mar 13 2024 06:55:27	Critical (3)	Unicast Ranging Received Abort Response - initializing MAC
Mar 13 2024 06:55:28	Warning (5)	TCS Partial Service
Mar 13 2024 06:55:58	Critical (3)	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Mar 13 2024 06:56:22	Critical (3)	No Ranging Response received - T3 time-out
Mar 13 2024 07:06:05	Critical (3)	Started Unicast Maintenance Ranging - No Response received - T3 time-out
Mar 13 2024 07:06:21	Critical (3)	No Ranging Response received - T3 time-out
Mar 19 2024 17:20:02	Warning (5)	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 19 2024 18:28:15	Critical (3)	No Ranging Response received - T3 time-out
Mar 19 2024 18:28:19	Warning (5)	Lost MDD Timeout
Mar 19 2024 18:28:47	Critical (3)	No Ranging Response received - T3 time-out
Mar 19 2024 18:28:48	Warning (5)	Lost MDD Timeout
Mar 19 2024 18:28:49	Critical (3)	No Ranging Response received - T3 time-out
Mar 19 2024 18:29:01	Warning (5)	Lost MDD Timeout
Mar 19 2024 18:46:07	Critical (3)	No Ranging Response received - T3 time-out
Mar 20 2024 18:17:56	Warning (5)	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 20 2024 18:43:59	Critical (3)	No Ranging Response received - T3 time-out
Mar 21 2024 17:43:29	Warning (5)	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 22 2024 00:35:47	Critical (3)	No Ranging Response received - T3 time-out
Mar 22 2024 10:20:38	Warning (5)	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
Mar 22 2024 10:20:42	Critical (3)	No Ranging Response received - T3 time-out
Mar 22 2024 10:26:03	Warning (5)	Lost MDD Timeout
Mar 22 2024 10:26:22	Critical (3)	No Ranging Response received - T3 time-out
Mar 22 2024 10:27:07	Warning (5)	Lost MDD Timeout
Mar 22 2024 10:37:26	Critical (3)	No Ranging Response received - T3 time-out
Mar 22 2024 10:37:45	Warning (5)	Lost MDD Timeout
Mar 22 2024 12:57:03	Critical (3)	No Ranging Response received - T3 time-out


----  
]  Modem Status  [ 

Cable Information
Hardware Version	2.0
Firmware Version	V1.02.08
Cable Modem Serial Number	4SY16C7LA002E
CM certificate	Installed
CM MAC	B0:B9:8A:80:85:00

]  Cable Connection [


 
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	
651000000
Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel	567000000 Hz	Locked
Connectivity State	Ok	Operational
Boot State	Ok	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	honorMdd(4)
Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	UnCorrectables
1	Locked	QAM 256	13	525000000 Hz	8.6 dBmV	40.9 dB	545	128
2	Locked	QAM 256	14	531000000 Hz	8.8 dBmV	40.9 dB	525	170
3	Locked	QAM 256	15	537000000 Hz	8.1 dBmV	40.9 dB	574	118
4	Locked	QAM 256	16	543000000 Hz	8.0 dBmV	40.9 dB	534	98
5	Locked	QAM 256	17	549000000 Hz	8.5 dBmV	40.9 dB	558	149
6	Locked	QAM 256	18	555000000 Hz	8.0 dBmV	40.3 dB	526	151
7	Locked	QAM 256	19	561000000 Hz	7.5 dBmV	40.9 dB	542	88
8	Locked	QAM 256	20	567000000 Hz	7.9 dBmV	40.9 dB	563	128
9	Locked	QAM 256	21	573000000 Hz	8.0 dBmV	40.9 dB	528	128
10	Locked	QAM 256	22	579000000 Hz	7.8 dBmV	40.3 dB	596	139
11	Locked	QAM 256	23	585000000 Hz	7.5 dBmV	40.9 dB	914	98
12	Locked	QAM 256	24	591000000 Hz	7.5 dBmV	40.9 dB	566	126
13	Locked	QAM 256	25	597000000 Hz	7.5 dBmV	40.9 dB	461	130
14	Locked	QAM 256	26	603000000 Hz	7.4 dBmV	40.3 dB	477	140
15	Locked	QAM 256	27	609000000 Hz	7.5 dBmV	40.9 dB	465	138
16	Locked	QAM 256	28	615000000 Hz	7.5 dBmV	40.9 dB	502	51
17	Locked	QAM 256	29	621000000 Hz	8.0 dBmV	40.3 dB	28372	205214
18	Locked	QAM 256	30	627000000 Hz	7.4 dBmV	38.6 dB	135	3978
19	Locked	QAM 256	31	633000000 Hz	7.6 dBmV	40.3 dB	449948	4177593
20	Locked	QAM 256	32	639000000 Hz	8.0 dBmV	39.8 dB	431591	3556194
21	Locked	QAM 256	33	645000000 Hz	7.8 dBmV	40.9 dB	465	127
22	Locked	QAM 256	34	651000000 Hz	8.0 dBmV	40.9 dB	437	119
23	Locked	QAM 256	35	657000000 Hz	8.0 dBmV	40.3 dB	425	80
24	Locked	QAM 256	36	663000000 Hz	7.6 dBmV	40.9 dB	422	129
25	Locked	QAM 256	37	669000000 Hz	7.6 dBmV	40.4 dB	392	138
26	Locked	QAM 256	38	675000000 Hz	8.0 dBmV	40.4 dB	401	122
27	Locked	QAM 256	39	681000000 Hz	8.0 dBmV	41.1 dB	419	95
28	Locked	QAM 256	40	687000000 Hz	7.9 dBmV	40.4 dB	378	75
29	Locked	QAM 256	41	693000000 Hz	7.8 dBmV	40.4 dB	379	77
30	Locked	QAM 256	42	699000000 Hz	7.8 dBmV	39.9 dB	421	86
31	Locked	QAM 256	43	705000000 Hz	7.6 dBmV	41.1 dB	425	53
32	Locked	QAM 256	44	711000000 Hz	7.9 dBmV	40.4 dB	380	66
Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	1	5120 Ksym/sec	16400000 Hz	50.5 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	22800000 Hz	48.0 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	29200000 Hz	46.3 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	35600000 Hz	46.0 dBmV
5	Not Locked	N/A	Unknown	0 Ksym/sec	0 Hz	0.0 dBmV
6	Not Locked	N/A	Unknown	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	N/A	Unknown	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	N/A	Unknown	0 Ksym/sec	0 Hz	0.0 dBmV
Current System Time: Sat Mar 23 09:13:17 2024
System Up Time: 22:53:43


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