Resetting the cable modem due to docsDevResetNow

... Resetting the cable modem due to docsDevResetNow ...

"docsDevResetNow" is a reset command sent by Comcast to your modem or gateway, either initiated by them, or in response to a user "reset modem" request in My Account or the Xfinity app. Did you have a question about it?

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Yes. Experiencing intermittent connectivity. Every couple of hours it goes out but the modem is still on with all the lights working. 

No Ranging Response received - T3 time-out;

TFTP failed - Request sent - No Response;

TFTP Request Retries exceeded, CM unable to register  

Those messages suggest a problem between the device and Comcast. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. 

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):

• model number
• downstream: power levels, SNR (or MER), error counts, and uptime
  
• upstream: power levels
• complete event log (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

• model number MG7540

• Downstream Bonded Channels

  Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected 1 Locked QAM256 38 405.0 -5.5 38.4 10 0 2 Locked QAM256 39 411.0 -5.3 38.5 5 0 3 Locked QAM256 40 417.0 -4.9 38.6 5 0 4 Locked QAM256 41 423.0 -4.6 38.7 6 0 5 Locked QAM256 42 429.0 -4.2 38.8 4 0 6 Locked QAM256 43 435.0 -4.0 38.9 5 0 7 Locked QAM256 44 441.0 -3.8 38.8 2 0 8 Locked QAM256 45 447.0 -3.5 38.7 5 0 9 Locked QAM256 34 453.0 -3.0 38.9 9 0 10 Locked QAM256 35 459.0 -2.7 38.9 7 0 11 Locked QAM256 36 465.0 -2.6 39.0 4 0 12 Locked QAM256 37 471.0 -2.6 38.8 10 0 13 Locked QAM256 1 477.0 -2.4 37.1 1078 3494 14 Locked QAM256 2 483.0 -2.3 37.2 895 2122 15 Locked QAM256 3 489.0 -2.0 38.9 3 0 16 Locked QAM256 4 495.0 -1.9 38.9 43 0 Total             2091 5616

  
  
  

  Upstream Bonded Channels

  Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV) 1 Locked ATDMA 4 5120 16.4 52.0 2 Locked ATDMA 1 5120 35.6 52.5 3 Locked ATDMA 2 5120 29.2 52.3 4 Locked ATDMA 3 5120 22.8 51.8

• Log

  Time   Priority   Description   Wed Jun 28 13:55:08 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;  Thu Jun 29 10:33:49 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=  Thu Jun 29 10:34:18 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CM-QOS=1.1;CM-VER=3.0;   Thu Jun 29 10:35:17 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=0  Thu Jun 29 10:41:36 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=  Thu Jun 29 10:59:04 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=  Thu Jun 29 10:59:11 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=  Thu Jun 29 10:59:50 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=  Thu Jun 29 10:59:51 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=  Thu Jun 29 11:01:29 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=  Thu Jun 29 11:01:36 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=  Thu Jun 29 11:02:15 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=  Thu Jun 29 11:02:33 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=  Thu Jun 29 11:02:45 2023    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=  Thu Jul 06 01:26:29 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=  Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=  Wed Jul 12 13:28:25 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC==1.0;CM-VER=3.0;   Wed Jul 12 13:30:32 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.0;CM-VER=3.0;   Wed Jul 12 21:35:32 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.0;CM-VER=3.0;   Wed Jul 12 21:45:38 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=CM-QOS=1.0;CM-VER=3.0;   Thu Jul 13 14:10:26 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   TFTP failed - Request sent - No Response;CM-MAC=;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   TFTP Request Retries exceeded, CM unable to register    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CM-QOS=1.0;CM-VER=3.0;   Thu Jul 13 14:55:04 2023    Critical (3)   Resetting the cable modem due to docsDevResetNow   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6

The downstream power levels and SNR values look OK. Not great, but OK. The upstream power levels are out of spec (too high) and are probably the cause of SYNC Timing, Ranging, and TFTP entries in the event log. As stated above, if you can't find the cause of the problem you'll need to have Comcast send out a tech. Good luck!

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.