Community Forum

Netgear C7100V Recent Reset Issue

Regular Visitor

Netgear C7100V Recent Reset Issue

I have had a Netgear C7100V installed for a while and in the last couple of days it has been locking up or reseting frequently.  When it locks up all of the lights on the front are steady on and the 2.4 and 5G wifi signals are no longer braodcast and you can not connect to it via ethernet.  The only thing you can do is reboot the device and when you do it is reset to factory default.  Up to this point nothing had been changed with the wiring or setup.  I did some checking and everything seemed good, I even swapped a splitter around so the incoming cable goes to a 2 way splitter then the C7100V and then the 3 way splitter for the rest of the TV's.  The signal values seem to be within spec and I have noticed that sometimes the starting frequncy changes from 489000000 to 513000000.  I see T3 timeouts and Sync Timing falures in the log.  Any suggestions?  I am going to call into tech support once I get home form work.

 

Internet connected ] 1 Thu Jan 17 06:32:33 2019
[Firewall Up ] 1 Thu Jan 17 06:32:09 2019
[Public Network Interface up ] 1 Thu Jan 17 06:32:09 2019
[Time Of Day established ] 2 Thu Jan 17 06:31:53 2019
[Internet disconnected ] 2 Wed Jan 16 23:20:44 2019
[Time Of Day established ] 1 Wed Jan 16 23:20:34 2019
[Internet disconnected ] 2 Thu Jan 01 00:02:19 1970

 

2019-01-16, 23:20:58.0 Notice (6) Honoring MDD; IP provisioning mode = IPv6
2019-01-16, 23:20:52.0 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:01:5c:a8:96:5b;CM-QOS=1.0;CM-VER=3.0;
2019-01-16, 23:20:42.0 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:01:5c:a8:96:5b;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:01:5c:a8:96:5b;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT
Time Not Established Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
Time Not Established Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT
Time Not Established Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT
Time Not Established Notice (6) WiFi Interface [wl1] set to Channel 153 (Side-Band Channel:N/A) - Reason:INIT
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=b0:b9:8a:d9:62:60;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power dBmV SNR dB Correctables Uncorrectables
1 Locked QAM256 2 489000000 Hz -2 40.7 0 0
2 Locked QAM256 1 483000000 Hz -1.9 40.3 0 0
3 Locked QAM256 3 495000000 Hz -2 40.6 0 0
4 Locked QAM256 4 507000000 Hz -2 32.1 0 0
5 Locked QAM256 5 513000000 Hz -1.3 41.1 0 0
6 Locked QAM256 6 519000000 Hz -1 41.2 0 0
7 Locked QAM256 7 525000000 Hz -1.2 41.1 0 0
8 Locked QAM256 8 531000000 Hz -1.6 40.7 0 0
9 Locked QAM256 12 561000000 Hz -2 39.7 0 0
10 Not Locked Unknown 0 0 Hz 0 0 0 0
11 Locked QAM256 14 573000000 Hz -2.8 33.6 0 0
12 Locked QAM256 18 597000000 Hz -3.6 39.7 0 0
13 Locked QAM256 19 603000000 Hz -4 39.5 0 0
14 Locked QAM256 20 609000000 Hz -3.5 39.7 0 0
15 Locked QAM256 22 621000000 Hz -3.6 36.9 0 0
16 Locked QAM256 23 627000000 Hz -3.6 39.3 0 0
17 Locked QAM256 24 633000000 Hz -3.9 39.4 0 0
18 Locked QAM256 25 639000000 Hz -4.4 38.9 0 0
19 Locked QAM256 26 645000000 Hz -4.4 39 0 0
20 Locked QAM256 27 651000000 Hz -4.8 39 0 0
21 Locked QAM256 28 657000000 Hz -4.8 38.8 0 0
22 Locked QAM256 30 663000000 Hz -4.7 36.2 0 0
23 Locked QAM256 31 669000000 Hz -4.7 34.8 0 0
24 Locked QAM256 33 681000000 Hz -4.8 38.6 0

0

 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 47
2 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 46.3
3 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 47
4 Locked ATDMA 4 5120 Ksym/sec 16600000 Hz 47.3
Regular Visitor

Re: Netgear C7100V Recent Reset Issue

I talked with the level 1 support and did the usual reset and reprovisioning routine and I think they were getting anoyed when they wanted to do the checks and the modem was not online since it was repeatedly rebooting.  As soon as it came up long enough to check a web page and it loaded they said everything looks good on their end and before I cound tell them it rebooted again I was forwarded to the survey system.  Still have rebooting / locking up issue it froze up over night last night and in the Downstream power levels start at -2 for channel 1 and go down to -7/-8 as you get closer to channel 24.  Also one of the channels shown not locked.  Upstream is running around 48-50 now.  I am working on scheduling a service call to have the line checked.

Expert

Re: Netgear C7100V Recent Reset Issue


@VDjHouse wrote:

Upstream is running around 48-50 now.  I am working on scheduling a service call to have the line checked.


That's on the high side and may be intermittently fluctuating even higher to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.  Good luck with the tech visit. Please post back with how things turn out.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Regular Visitor

Re: Netgear C7100V Recent Reset Issue

I figgured I should come back and post a reply to what the issue was.  I was upgrading some other hardware and decided to try an new Cable Modem so I now have a CM1150V.  This initialy improved the issue but over time it got wose and startred dropping out more frequently and today I lost one of the downstream channels all together.  I already had a tech visit scheduled and today they found that the line from the pole to my house had been chewed up by squirels and that my line was on a splitter up on the pole.  I now have a brand new line from the pole to the house and I am on my own port, no more splitter.  Signal levels look much beter and hopefully this is the fix.

 

 

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 681000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Disabled BPI+
IP Provisioning Mode Honor MDD honorMdd(4)
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 33 681000000 Hz 5.6 dBmV 42.2 dB 0 0
2 Locked QAM256 1 483000000 Hz 7.7 dBmV 43.4 dB 0 0
3 Locked QAM256 2 489000000 Hz 7.5 dBmV 43.4 dB 0 0
4 Locked QAM256 3 495000000 Hz 7.3 dBmV 43.4 dB 0 0
5 Locked QAM256 4 507000000 Hz 7.6 dBmV 43.3 dB 0 0
6 Locked QAM256 5 513000000 Hz 7.8 dBmV 43.7 dB 0 0
7 Locked QAM256 6 519000000 Hz 7.8 dBmV 43.8 dB 0 0
8 Locked QAM256 7 525000000 Hz 7.9 dBmV 43.7 dB 0 0
9 Locked QAM256 8 531000000 Hz 7.9 dBmV 43.8 dB 0 0
10 Locked QAM256 9 537000000 Hz 7.8 dBmV 43.5 dB 0 0
11 Locked QAM256 10 543000000 Hz 7.4 dBmV 43.4 dB 0 0
12 Locked QAM256 11 555000000 Hz 7.2 dBmV 43.3 dB 0 0
13 Locked QAM256 12 561000000 Hz 7 dBmV 43.1 dB 0 0
14 Locked QAM256 14 573000000 Hz 6.4 dBmV 43.1 dB 0 0
15 Locked QAM256 15 579000000 Hz 6.3 dBmV 42.6 dB 0 0
16 Locked QAM256 16 585000000 Hz 6.3 dBmV 43 dB 0 0
17 Locked QAM256 17 591000000 Hz 6.2 dBmV 43 dB 0 0
18 Locked QAM256 18 597000000 Hz 6.2 dBmV 42.9 dB 0 0
19 Locked QAM256 19 603000000 Hz 6.2 dBmV 42.8 dB 0 0
20 Locked QAM256 20 609000000 Hz 6.1 dBmV 42.8 dB 0 0
21 Locked QAM256 21 615000000 Hz 6 dBmV 42.4 dB 23 0
22 Locked QAM256 22 621000000 Hz 6 dBmV 42.6 dB 0 0
23 Locked QAM256 23 627000000 Hz 5.8 dBmV 42.5 dB 0 0
24 Locked QAM256 24 633000000 Hz 5.7 dBmV 42.3 dB 0 0
25 Locked QAM256 25 639000000 Hz 5.7 dBmV 42.3 dB 0 0
26 Locked QAM256 26 645000000 Hz 5.8 dBmV 42.4 dB 0 0
27 Locked QAM256 27 651000000 Hz 5.8 dBmV 42.5 dB 0 0
28 Locked QAM256 28 657000000 Hz 6 dBmV 42.5 dB 0 0
29 Locked QAM256 30 663000000 Hz 5.8 dBmV 42.3 dB 0 0
30 Locked QAM256 31 669000000 Hz 5.8 dBmV 42 dB 0 0
31 Locked QAM256 32 675000000 Hz 5.6 dBmV 41.2 dB 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 42.3 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 43 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 43 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16600000 Hz 43 dBmV
5 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Channel ID Indicator Subcarrier Zero Frequency Active Subcarrier Number Range Total Codewords Uncorrectable Codewords
1 29 Primary 653600000 Hz 1108 ~ 2987 1552645 0
2 0 other 0 Hz 0 ~ 0 0 0
 
Upstream OFDMA Channels
Channel Upstream Is Muted Ranging Status Subcarrier Zero Frequency Active Subcarrier Number Range Symbols Per Frame Tx Power
1   Other 0 Hz 0 ~ 0 0 0 dBmV
2   Other 0 Hz 0 ~ 0
Expert

Re: Netgear C7100V Recent Reset Issue

Looking good. Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!