Re: Trying to view eMTA Event Log causes reset on my CM2050V modem

carlvanwormer · ‎2024-03-20

While logged in to the local web interface to my Nighthawk CM2050V modem, selecting the Advanced eMTA Event Log causes a modem reset after about 10 seconds. I don’t think this is normal, but I thought I’d check here to see if this is my local problem or if this is repeatable on somebody else’s hardware. I’m currently running Cable Firmware Version V9.01.01 on Hardware Version 1.01. Any suggestions would be appreciated.

Thanks,

Carl

FURRYe38 · ‎2024-03-20

How about the Cable Connections and standard Event logs pages? Can you access these and then also post the data here in this thread so we can take a look?

carlvanwormer · ‎2024-03-20

Thanks for your quick response.

All the other pages seem to load up without problems. I tried the eMTA Event Log about 3 hours ago (generating the reset). Here are the requested results of Cable Connections and standard Event log:

Cable Connection

Cancel Apply

Cable Diagnostic
Status: Good
Action: Your setup looks fine. If you can't access the internet, make sure you properly activated the modem. If modem has been activated and you still can't access the internet, contact your service provider for troubleshooting help. If you can access the internet but has other internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.
CM Status:
Downstream Status:
Upstream Status:
	Refresh Save Cable Diagnostic Info

Advanced Information

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	435000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	IPv6 only

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	4	435000000 Hz	0.7 dBmV	44.2 dB	0	0
2	Locked	QAM256	1	417000000 Hz	0.5 dBmV	44.2 dB	0	0
3	Locked	QAM256	2	423000000 Hz	0.5 dBmV	44.2 dB	0	0
4	Locked	QAM256	3	429000000 Hz	0.6 dBmV	44.2 dB	0	0
5	Locked	QAM256	5	441000000 Hz	0.6 dBmV	44.3 dB	0	0
6	Locked	QAM256	6	447000000 Hz	1.0 dBmV	44.3 dB	0	0
7	Locked	QAM256	7	453000000 Hz	1.1 dBmV	44.4 dB	0	0
8	Locked	QAM256	8	459000000 Hz	1.1 dBmV	44.4 dB	0	0
9	Locked	QAM256	9	465000000 Hz	1.2 dBmV	44.4 dB	0	0
10	Locked	QAM256	10	471000000 Hz	1.3 dBmV	44.4 dB	0	0
11	Locked	QAM256	11	477000000 Hz	1.3 dBmV	44.4 dB	0	0
12	Locked	QAM256	12	483000000 Hz	1.3 dBmV	44.4 dB	0	0
13	Locked	QAM256	13	489000000 Hz	1.3 dBmV	44.4 dB	0	0
14	Locked	QAM256	14	495000000 Hz	1.3 dBmV	44.4 dB	0	0
15	Locked	QAM256	15	501000000 Hz	1.1 dBmV	44.4 dB	0	0
16	Locked	QAM256	16	507000000 Hz	1.1 dBmV	44.4 dB	0	0
17	Locked	QAM256	17	513000000 Hz	1.1 dBmV	44.5 dB	0	0
18	Locked	QAM256	18	519000000 Hz	0.9 dBmV	44.4 dB	0	0
19	Locked	QAM256	19	525000000 Hz	1.0 dBmV	44.4 dB	0	0
20	Locked	QAM256	20	531000000 Hz	0.9 dBmV	44.4 dB	0	0
21	Locked	QAM256	21	537000000 Hz	0.8 dBmV	44.3 dB	0	0
22	Locked	QAM256	22	543000000 Hz	0.6 dBmV	44.2 dB	0	0
23	Locked	QAM256	23	549000000 Hz	0.5 dBmV	44.1 dB	0	0
24	Locked	QAM256	24	555000000 Hz	0.6 dBmV	44.1 dB	0	0
25	Locked	QAM256	25	561000000 Hz	0.5 dBmV	44.1 dB	0	0
26	Locked	QAM256	26	567000000 Hz	0.6 dBmV	44.1 dB	0	0
27	Locked	QAM256	27	573000000 Hz	0.7 dBmV	44.2 dB	0	0
28	Locked	QAM256	28	579000000 Hz	0.6 dBmV	44.1 dB	0	0
29	Locked	QAM256	29	585000000 Hz	0.6 dBmV	44.1 dB	0	0
30	Locked	QAM256	30	591000000 Hz	0.6 dBmV	44.0 dB	0	0
31	Locked	QAM256	31	597000000 Hz	0.6 dBmV	44.0 dB	0	0
32	Locked	QAM256	32	603000000 Hz	0.6 dBmV	44.0 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	20	5120 Ksym/sec	35600000 Hz	47.8 dBmV
2	Locked	ATDMA	18	5120 Ksym/sec	22800000 Hz	46.3 dBmV
3	Locked	ATDMA	19	5120 Ksym/sec	29200000 Hz	47.0 dBmV
4	Locked	ATDMA	17	5120 Ksym/sec	16400000 Hz	45.3 dBmV
5	Not Locked	Unknown	0	0	0	0.0 dBmV
6	Not Locked	Unknown	0	0	0	0.0 dBmV
7	Not Locked	Unknown	0	0	0	0.0 dBmV
8	Not Locked	Unknown	0	0	0	0.0 dBmV

Downstream OFDM Channels

Channel	Lock Status	Profile ID	Channel ID	Frequency	Power	SNR / MER	Active Subcarrier Number Range	Unerrored Codewords	Correctable Codewords	Uncorrectable Codewords
1	Locked	0 ,1 ,2 ,3	193	957000000 Hz	-2.62 dBmV	42.0 dB	148 ~ 3947	186996469	46108407	0
2	Not Locked	0	0	0 Hz	0 dBmV	0 dB	0 ~ 4095	0	0	0

Upstream OFDMA Channels

Channel	Lock Status	Modulation / Profile ID	Channel ID	Frequency	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV

Current System Time:Wed Mar 20 12:29:38 2024

System Up Time:03:33:43

Event Log

Clear Log Refresh Export

Time	Priority	Description
Wed Mar 20 12:12:28 2024	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 12:12:20 2024	(Critical (3))	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 12:12:20 2024	(Warning (5))	MDD message timeout;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 08:57:06 2024	(Critical (3))	UCD invalid or channel unusable;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 08:56:59 2024	(Notice (6))	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 08:56:53 2024	(Notice (6))	TLV-11 - unrecognized OID;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 08:56:44 2024	(Notice (6))	Honoring MDD; IP provisioning mode = IPv6

FURRYe38 · ‎2024-03-20

Power levels are good and no correctables or un-currectables.

I see some Criticals the the ISP should look into. 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.

Not sure about the Advanced EMTA events logs. Wondering if maybe that is not supported with is modem and the ISP services.

Something to try, disconnect the modem from the ISP coax line. Then try this advanced EMTA log selection to see if the modem reboots or does something different...Reconnect the ISP coax line after checking this.

Anything connected to the phone ports?

What is the brand and model# of the wifi router connected to the modem?

Does this happen with a different browser?

carlvanwormer · ‎2024-03-20

When I disconnected the cable (a couple of times), my connectivity to the modem stopped. Reconnecting the cable allowed me to log in to the local interface again. The lights on the modem didn't indicate the reboot sequence (all black, then top to bottom lights coming on over 2 minutes). I do have 1 phone connected to the POTS jacks. Here is the log of a pair of cable disconnects (starting at 13:12:53)

I'm hoping somebody with at CM2050V can try to read the eMTA logs to see if it is a system problem or a problem with my unit. Since I'm past the 90 days tech-support policy (but within the 1 year hardware warranty), I'm hoping I don't need to pay $60 to talk with NG tech support.

Thanks,

Carl

Event Log

Clear Log Refresh Export

Time	Priority	Description
Wed Mar 20 13:18:21 2024	(Critical (3))	UCD invalid or channel unusable;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:18:14 2024	(Notice (6))	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:18:13 2024	(Notice (6))	TLV-11 - unrecognized OID;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:18:05 2024	(Notice (6))	Honoring MDD; IP provisioning mode = IPv6
Wed Mar 20 13:18:01 2024	(Critical (3))	UCD invalid or channel unusable;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:55 2024	(Warning (5))	ToD request sent - No Response received;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:45 2024	(Notice (6))	Honoring MDD; IP provisioning mode = IPv6
Wed Mar 20 13:17:39 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:19 2024	(Warning (5))	ToD request sent - No Response received;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:18 2024	(Critical (3))	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:18 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:18 2024	(Critical (3))	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:17 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:17 2024	(Critical (3))	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:16 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:14 2024	(Critical (3))	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:17:14 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:16:27 2024	(Warning (5))	MDD message timeout;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:16:26 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:14:54 2024	(Critical (3))	UCD invalid or channel unusable;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:14:45 2024	(Notice (6))	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:14:44 2024	(Notice (6))	TLV-11 - unrecognized OID;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:14:36 2024	(Notice (6))	Honoring MDD; IP provisioning mode = IPv6
Wed Mar 20 13:14:32 2024	(Critical (3))	UCD invalid or channel unusable;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:14:25 2024	(Warning (5))	ToD request sent - No Response received;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:14:16 2024	(Notice (6))	Honoring MDD; IP provisioning mode = IPv6
Wed Mar 20 13:14:08 2024	(Warning (5))	Lost MDD Timeout;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:13:58 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:13:49 2024	(Warning (5))	ToD request sent - No Response received;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:13:48 2024	(Critical (3))	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:13:48 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:13:44 2024	(Critical (3))	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:13:44 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:13:36 2024	(Critical (3))	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:13:36 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:12:59 2024	(Warning (5))	MDD message timeout;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:12:59 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:12:53 2024	(Warning (5))	MDD message timeout;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 13:12:53 2024	(Critical (3))	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;
Wed Mar 20 12:12:28 2024	(Notice (6))	CM-STATUS message sent. Event Type Code: 4; Chan ID: 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=6c:cd:d6:ce:3d:24;CMTS-MAC=00:90:f0:7e:06:00;CM-QOS=1.1;CM-VER=3.1;

carlvanwormer · ‎2024-03-20

Oops, I forgot you asked about my router. It is a Ubiquity Edge router, but I can't imagine that it would be causing my reboot problem when I perform the eMTA read request.

Thanks,
Carl

FURRYe38 · ‎2024-03-20

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.

carlvanwormer · ‎2024-03-20

OK, I'll contact Xfinity to see if I can get their attention. I'll set aside some time tonight or tomorrow and find some nice relaxing music to calm my soul as I go through that process.

Thanks,
Carl

Kitsap · ‎2024-03-20

In your original post you indicate you are running firmware version V9.01.01. Several months ago that firmware was pulled by Xfinity and reverted back to version V2.01.03.

I am running V2.01.03 on my CM2050V and have no problems with the eMTA event log.

A reset on your modem might trigger an update on your firmware.

You will get a much better response from Xfinity by posting over on the Reddit Comcast_Xfinity sub forum here:

https://www.reddit.com/r/Comcast_Xfinity/wiki/knowledgebase/next-generation-internet/

carlvanwormer · ‎2024-03-20

It's funny that you should mention versions. I started searching for more information related to an email from Xfinity in December with the title of "We've identified an issue with your NETGEAR internet modem". After bouncing between Xfinity and Netgear tech support for 4 calls, I was directed to this forum, which has some information about the issue. When I started (2 days ago) I had V2.01.03 and Xfinity kept wanting to reset my modem, while Netgear was telling me that it was Xfinity's problem. Even though Xfinity never mentioned the software version, I found that last night I had V9.01.01 on my system. I think I was still having the eMTA reset problem yesterday, even with the V2.01.03 because I was doing Chrome remote desktop connections to my home system and it would drop offline for a couple of minutes each time I tried to look at the eMTA log. I didn't realize that it was resetting until I was doing local testing and noticed the behavior of the front panel lights. I'll return with more information after I torture some poor Xfinity tech support person with my critical log questions. I'll check out the Reddit Comcast_Xfinity sub forum while I'm on hold.

Thanks,
Carl

carlvanwormer · ‎2024-03-20

Well, that call wasn't very satisfying. The tech basically told me that it was a Netgear problem, since all her testing indicated everything was OK. I told her about the software update and the problem being intermittent and the various "critical" errors, but she said the service techs they could send out only knew how to work on the Xfinity modems and couldn't really do anything special with the Netgear modems. I'm hoping somebody here with a CM2050 will try reading their eMTA logs to verify functionality of that action without a reset.

Thanks,
Carl

Miked2 · ‎2024-03-21

I am on Hardware Version 1.01 Cable Firmware Version V2.01.03. And trying to open the eMTA event log causes the modem to reboot every time. This has persisted after modem reinitialization. Glad it is not just me...

carlvanwormer · ‎2024-03-21

This is great to hear! I will try to contact Netgear again to see if I can get access to more information about this condition. I'm past the 90 days of free tech support, but I'll see if I can weasel my way into support without paying the $60 they asked for last time.

Thanks,
Carl

carlvanwormer · ‎2024-03-21

I called Netgear again and was able to gather more "free" information from the tech (who really wanted me to buy the additional tech support subscription). He wanted to prompt me through a reset and I told him I had already used the web interface reset, the power-cycle reset, and the hold-reset-button-down-for-7-seconds reset (from the online documents. He said I needed to do a 90-second shock reset, consisting of holding down the reset button with power-on for 30 seconds, continue holding down the reset button with power-off for 30 seconds, continue holding down the reset button for 30 more seconds while reapplying power. After this process, I should use the local user interface to set up the modem (no details given) and then contact my ISP to have the current software downloaded to me again. I'm not home right now, so I'll try this process when I get home tonight.

Miked2 · ‎2024-03-21

OK - Pls let me know if this works.

Thanks

carlvanwormer · ‎2024-03-21

responding to Miked2 (https://community.netgear.com/t5/user/viewprofilepage/user-id/312707😞

The Netgear tech I talked to did not get excited about the possibility that another CM2050V user has a similar reset problem. Would you have interest in contacting Netgear to see how they respond to your problem (which seems to be a duplicate of my problem)? If so, you may want to reference my case number (48116846) to see if you can get some related action. Maybe if they see that this reset problem is not an isolated incident, we might get some action. Any help would be appreciated.

Thanks,
Carl

Kitsap · ‎2024-03-21

For background information, here is one where the eMTA log works.

Detail pages attached.

carlvanwormer · ‎2024-03-21

OK, so it seems that some CM2050V units don't reset for the eMTA log viewing. Does anybody have any suggestions or guesses as to how to troubleshoot this issue?

thanks,

Carl

FURRYe38 · ‎2024-03-21

What browser are you using? Happens with other browsers? MS Edge, Firefox or Opera?

Happens with a different PC?

Does this happen if you directly connect a wired PC to the back of the CM modem with out the external router connected?

carlvanwormer · ‎2024-03-21

I'm using Chrome on my Win11 machine connecting through my Ubiquity Edge router. When I request the eMTA log, I get a rotating (waiting for progress) icon in the middle of the screen. After a while I get the timeout message while the modem is resetting. After about 2 minutes I can log in to the router again. Later tonight, I can try a direct connection to the router with a laptop running Firefox to see if I get the same results.

Thanks,
Carl

FURRYe38 · ‎2024-03-21

Yes, I understand. Lets try direct connection and if you can a different PC to compare along with a different browser.

I'll see if I can get some additional information on this as well.

Keep us posted.

FURRYe38 · ‎2024-03-21

So, for users seeing this issue, NG is aware and is working on it. Should be fixed in next certified FW update with the ISP.

NG recommends avoiding accessing the logs for now to avoid this issue.

Please be patient while NG works on this.

Miked2 · ‎2024-03-21

Pardon me for being harsh...

But I have been quite patient waiting for my $300 modem to work with Comcast as it should! Mostly because if we want Voice support there are no choices. So, when will this all (next tier speed and eMta Log) be fixed? Are we sure the upload speed issue is only firmware and not a hardware flaw?

However, I do appreciate the update.

Thanks!

carlvanwormer · ‎2024-03-21

Can you give any more details on your information?

In my most recent 2 or 3 NG tech sessions, the techs expressed no knowledge of this problem. They all wanted me to pay for an extension of my expired tech support in order to help me to address the problem. Is there any other information you can share with me in case I call NG again?

Also, since I've gotten multiple contradictory responses to my questions about the Xfinity "intermittent connectivity issues" and "Netgear is working on a software update" issue, I'm still wondering if the NG tech who told me that the V9.01.01 firmware (that is currently on my system) is the solution to the problem. With so many divergent bits of information, I'm getting tired of trying to decide who's information is correct.

Thanks,
Carl

FURRYe38 · ‎2024-03-21

All I got. NG is aware of the issue and is working on it.