I called COX and they said the CAX30 cable modem/router I bought is on their list. However the drops all day long all of my devices have are not related to my OCX internet connection. I have removed everything but one computer from the router and it still drops. Is there a tool I can use to further troubleshoot?

You behind on FW: https://community.netgear.com/t5/Cable-Modems-Gateways/New-CAX30-Firmware-Version-2-2-1-12-Released/td-p/2345147/jump-to/first-unread-message However you need to get the following corrected by the ISP: You hav a ton of correctables and un-correctables that should be zeros. 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. Start with removing any amplifiers, signal attenuators, or splitters from the coax.From there check the line for kinks, damage, moisture in the line.Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.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-Modems/m-p/1530376#M12853 Power Levels are kind of all over the place. Should be with in 3db on each adjacent channels.https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-routerhttps://www.duckware.com/tech/solving-intermittent-cable-modem-issues.htmlhttps://highspeed.tips/docsis-events/ Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem. Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly. After this has been resolved, then you might update FW.

CAX30 internet connection drops all day long

7 Replies

FURRYe38
Guru
Nov 25, 2023
What Firmware version is currently loaded?
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-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-router
- KEmerick
  Aspirant
  Nov 25, 2023
  Firmware Version V1.4.12.2
  
  If I copy the pages suggested, the form here tells me there is invalid HTML so I first put it into notepad, hopefully this is still readable without the columns.
  
  Cable Connection
  Cancel Apply
  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
  189000000
  
  Startup Procedure
  Procedure Status Comment
  Acquire Downstream Channel 189000000 Hz Locked
  Connectivity State OK Registration Complete
  Boot State OK Operational
  Security Enabled BPI+
  IP Provisioning Mode Honor MDD IPv4 only
  
  Downstream Bonded Channels
  Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectabables
  1 Locked 256 QAM 37 189000000 Hz -5.-8 dBmV 43.3 dB 3063802 3339306
  2 Locked 256 QAM 1 735000000 Hz -2.-8 dBmV 43.8 dB 13 0
  3 Locked 256 QAM 2 741000000 Hz -2.-7 dBmV 43.7 dB 8 0
  4 Locked 256 QAM 3 747000000 Hz -2.-5 dBmV 43.8 dB 9 0
  5 Locked 256 QAM 4 753000000 Hz -2.-6 dBmV 43.6 dB 13 0
  6 Locked 256 QAM 5 759000000 Hz -2.-6 dBmV 43.7 dB 10 0
  7 Locked 256 QAM 6 765000000 Hz -2.-8 dBmV 43.6 dB 0 0
  8 Locked 256 QAM 7 771000000 Hz -2.-7 dBmV 43.7 dB 0 0
  9 Locked 256 QAM 8 777000000 Hz -3.0 dBmV 43.6 dB 0 0
  10 Locked 256 QAM 25 117000000 Hz -4.-5 dBmV 42.7 dB 341150 56082
  11 Locked 256 QAM 26 123000000 Hz -4.-6 dBmV 42.5 dB 15827 14110
  12 Locked 256 QAM 27 129000000 Hz -4.-9 dBmV 42.5 dB 12710 13626
  13 Locked 256 QAM 28 135000000 Hz -5.-3 dBmV 42.6 dB 10022 12677
  14 Locked 256 QAM 29 141000000 Hz -5.-7 dBmV 42.8 dB 12005 12030
  15 Locked 256 QAM 30 147000000 Hz -5.-7 dBmV 42.9 dB 61704 13394
  16 Locked 256 QAM 31 153000000 Hz -6.0 dBmV 42.9 dB 180138 17430
  17 Locked 256 QAM 32 159000000 Hz -6.0 dBmV 43.0 dB 975293 123078
  18 Locked 256 QAM 33 165000000 Hz -6.-1 dBmV 43.0 dB 1686465 473439
  19 Locked 256 QAM 34 171000000 Hz -5.-9 dBmV 43.2 dB 2344442 1220129
  20 Locked 256 QAM 35 177000000 Hz -5.-7 dBmV 43.2 dB 3192603 2649152
  21 Locked 256 QAM 36 183000000 Hz -5.-8 dBmV 43.2 dB 2913218 2420974
  22 Locked 256 QAM 38 195000000 Hz -5.-8 dBmV 43.3 dB 2557732 2604693
  23 Locked 256 QAM 39 201000000 Hz -5.-9 dBmV 43.2 dB 2350582 2537890
  24 Locked 256 QAM 40 207000000 Hz -5.-8 dBmV 43.2 dB 2311116 2365768
  25 Locked 256 QAM 41 213000000 Hz -5.-9 dBmV 43.1 dB 1961170 1101424
  26 Locked 256 QAM 42 219000000 Hz -6.-1 dBmV 43.1 dB 2045358 975500
  27 Locked 256 QAM 43 225000000 Hz -6.-4 dBmV 42.9 dB 835998 32322
  28 Locked 256 QAM 44 231000000 Hz -6.-7 dBmV 42.8 dB 375614 6004
  29 Locked 256 QAM 45 237000000 Hz -6.-7 dBmV 42.8 dB 82262 39
  30 Locked 256 QAM 46 243000000 Hz -6.-5 dBmV 42.9 dB 6051 0
  31 Locked 256 QAM 47 249000000 Hz -6.-6 dBmV 42.9 dB 236 0
  32 Locked 256 QAM 48 255000000 Hz -6.-7 dBmV 42.6 dB 98 0
  
  Upstream Bonded Channels
  Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
  1 Locked ATDMA 1 5120 Ksym/sec 17600000 Hz 50.3 dBmV
  2 Locked ATDMA 2 5120 Ksym/sec 24000000 Hz 49.8 dBmV
  3 Locked ATDMA 3 5120 Ksym/sec 30400000 Hz 50.0 dBmV
  4 Locked ATDMA 4 5120 Ksym/sec 36800000 Hz 50.8 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
  
  Downstream OFDM Channels
  Channel Channel ID Indicator Subcarrier Zero Frequency Active Subcarrier Number Range Total Codewords Uncorrectable Codewords
  1 159 Non-Primary 251.6 MHz 296 ~ 7895 606817155 0
  2 160 Non-Primary 821.6 MHz 1108 ~ 2987 606817155 0
  
  Upstream OFDMA Channels
  Channel UpstreamIsMuted Ranging Status Subcarrier Zero Frequency Active Subcarrier Number Range Symbols Per Frame Tx Power
  1 False Success 36.8 MHz 148 ~ 1907 12 44 dBmV
  2 Other 0 MHz 0 ~ 0 0 0 dBmV
  
  Extended Upstream Transmit Power
  
  Current System Time: 2023-11-24 17:02:24
  System Up Time: 1Days, 20:15:41
  
  Event Log
  Clear Log Refresh
  Time Priority Description
  2023-11-24 17:03:52 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 17:03:36 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 17:03:29 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 16:53:56 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 16:53:42 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 16:53:34 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 10 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 16:11:41 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 16:11:25 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 16:11:18 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 14:46:32 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 14:46:12 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 14:46:05 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 9 13; New Profile: 10 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 13:53:38 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 13:53:24 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 13:53:17 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 9 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 12:18:57 Warning (5) Dynamic Range Window violation
  2023-11-24 12:18:57 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 12:16:28 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 11:53:32 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 11:53:15 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 11:53:07 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 10 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 10:53:14 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 10:53:08 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 10:53:01 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 08:52:55 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 08:52:53 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 08:52:46 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 10 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 08:28:40 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 08:28:35 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 08:28:27 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 05:52:36 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 05:52:31 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 05:52:25 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 11 13; New Profile: 10 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 05:28:07 Notice (6) CM-STATUS message sent. Event Type Code: 1; Chan ID: 160; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 05:27:55 Warning (5) MDD message timeout;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 05:27:47 Notice (6) US profile assignment change. US Chan ID: 8; Previous Profile: 10 13; New Profile: 11 13.;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 04:59:35 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 01:36:33 Warning (5) Dynamic Range Window violation
  2023-11-24 01:36:33 Warning (5) RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
  2023-11-24 01:34:03 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=94:18:65:1a:d9:31;CMTS-MAC=2c:73:a0:79:b3:1e;CM-QOS=1.1;CM-VER=3.1;
FURRYe38
Guru
Nov 25, 2023
You behind on FW:

https://community.netgear.com/t5/Cable-Modems-Gateways/New-CAX30-Firmware-Version-2-2-1-12-Released/td-p/2345147/jump-to/first-unread-message

However you need to get the following corrected by the ISP:

You hav a ton of correctables and un-correctables that should be zeros.

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.
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
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-Modems/m-p/1530376#M12853

Power Levels are kind of all over the place. Should be with in 3db on each adjacent channels.
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem. Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.

After this has been resolved, then you might update FW.
- KEmerick
  Aspirant
  Nov 25, 2023
  Thank you for your time and information. I will review my connections and get ahold of my ISP regarding the signal issues.
  - plemans
    Guru
    Nov 25, 2023
    If everything worked fine before replacing it, check your connections. It wouldn't be the first time that someone thought a coax was tight and it wasn't.
- KEmerick
  Aspirant
  Nov 26, 2023
  I updated the router firmware to V2.2.1.12 and the issue appears to have gone away. Thank you for your time!
  - FURRYe38
    Guru
    Nov 26, 2023
    Glad you got it working. Please mark your thread as solved so others will know. Be sure to save off a back up configuration to file for safe keeping. Saves time if a reset is needed.
    https://kb.netgear.com/24231/How-do-I-back-up-the-router-configuration-settings-on-my-Nighthawk-router
    Enjoy. 📡

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CAX30 internet connection drops all day long