1 ACCEPTED SOLUTION
Accepted Solutions
Good news!
We are actively working on resolving the issue where LAN ports get disabled intermittently and we have received a new firmware that corrects this issue. Although we are not ready yet for a large scale deployment, we have decided to launch a new program that enables Rogers Community Forum users to participate in the testing of this firmware and to provide us valuable feedback.
In order to participate in this trial, visit this thread.
Does the modem reboot on its own, which would be a sign that there is a problem with the cable signal levels? Can you log into the modem, navigate to the STATUS... DOCSIS WAN page, copy the downstream and upstream tables and paste them into a post? You can grab the text components of the tables and paste them in.
Your downstream levels are ok, but the upstream are elevated above their normal 36 to 40 dBmV range. The limit is 51 dBmV, although Rogers uses 52 dBmV. At that point, the modem should lose a channel or two and run in degraded mode on one or two channels up. I would say that you probably have some sort of cable issue going on, with added intermittent issues. Do you have Rogers cable and Home Phone, and if so, do you see any issues with screen pixelating or audio dropouts.? I would call tech support and have them run a signal check on the modem. With the signal levels as high as they currently are, you might see a tech visit your home to check the external cabling. Is the cable underground or above ground running from a utility pole?
That behaviour isn't normal, but, we haven't seen that reported here before. Maybe the interrupts are not enough to cause the modem to reboot, but, just enough to cause a connection loss at the ethernet ports, which is very strange to say the least. You would think that in most cases, with most modems or routers, there would be a reconnect occur right away.
Ok, was the modem replaced with another CGN3ACSMR? If so, does it have firmware version 4.5.8.16 loaded, as seen on the Status page, or does it have the older 4.4.8.14 which is very problematic?
Can you log into the modem and check that version, and copy the downstream and upstream tables again and paste them into the thread just to see how they turned out?
Is your internet service running as it should, except for the flashing LAN Led, or are you still having problems?
From the CGN3 manual, which will still apply, a Green blinking Led indicates:
A device is connected to one of the LAN ports via a Fast Ethernet (100Mbps) link, and is transmitting or receiving data.
A blue blinking Led indicates:
A device is connected to one of the LAN ports via a Gigabit Ethernet (1000Mbps) link, and is transmitting or receiving data
From what I remember, the colour of the Led was in error when a gigabit device was connected. Maybe by now that has been corrected. Any chance that you have a connected device that has a standby state that leaves the port up and running when the device is supposed to be off or in standby mode?
- last edited on by
RogersArthur
As requested Datalink:
Downstream Overview
| Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
| 1 | 693000000 | 256QAM | -0.200 | 23 | 40.366 |
| 2 | 561000000 | 256QAM | -1.900 | 2 | 40.366 |
| 3 | 567000000 | 256QAM | -1.700 | 3 | 40.946 |
| 4 | 573000000 | 256QAM | -1.500 | 4 | 40.946 |
| 5 | 579000000 | 256QAM | -1.400 | 5 | 40.366 |
| 6 | 585000000 | 256QAM | -1.100 | 6 | 40.366 |
| 7 | 591000000 | 256QAM | -1.500 | 7 | 40.946 |
| 8 | 597000000 | 256QAM | -0.900 | 8 | 40.946 |
| 9 | 603000000 | 256QAM | -0.900 | 9 | 40.366 |
| 10 | 609000000 | 256QAM | -0.200 | 10 | 40.946 |
| 11 | 615000000 | 256QAM | -0.500 | 11 | 40.946 |
| 12 | 621000000 | 256QAM | -0.300 | 12 | 40.366 |
| 13 | 633000000 | 256QAM | -0.200 | 13 | 40.946 |
| 14 | 639000000 | 256QAM | -0.600 | 14 | 40.946 |
| 15 | 645000000 | 256QAM | -0.500 | 15 | 40.366 |
| 16 | 651000000 | 256QAM | -0.700 | 16 | 40.946 |
| 17 | 657000000 | 256QAM | -0.200 | 17 | 40.946 |
| 18 | 663000000 | 256QAM | -0.500 | 18 | 40.946 |
| 19 | 669000000 | 256QAM | -0.300 | 19 | 40.366 |
| 20 | 675000000 | 256QAM | -0.300 | 20 | 40.946 |
| 21 | 681000000 | 256QAM | -0.400 | 21 | 40.946 |
| 22 | 687000000 | 256QAM | -0.400 | 22 | 40.366 |
| 23 | 555000000 | 256QAM | -2.200 | 1 | 40.366 |
| 24 | 699000000 | 256QAM | -0.200 | 24 | 40.946 |
Upstream Overview
| Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | BandWidth |
| 1 | 23700000 | ATDMA - 64QAM | 46.750 | 5 | 6400000 |
| 2 | 38596000 | ATDMA - 64QAM | 47.000 | 6 | 3200000 |
| 3 | 30596000 | ATDMA - 64QAM | 46.750 | 4 | 6400000 |
Thanks again
The only people able to test for this, or examine their DOCSIS LOGS and come to the same conclusion are those who are experiencing a synchronization failure. In one of your previous posts is the following from the DOCSIS LOG:
SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM
The fact that the ports shut down makes sense as the modem has lost its synchronization with the Cable Modem Termination System (CMTS) and therefore is unaware of the transmission time slots that are assigned and available to the modem for the purpose of sending any type of data back to the CMTS. Those transmission time slots are determined by the CMTS. So, there is either a signals issue, or a neighborhood node issue going on. I would suspect that anyone tied to the same cable tap would suffer the same issue. If your cabling is underground, you would have a cable tap within sight of your house, small green box, about waist high that distributes the cable signals to a small group of homes, usually four homes I believe.
When you see this occur, call Tech Support asap, and after explaining what you have just experienced ask him or her to check the other modems tied to your specific tap to determine if they are offline as well, as that would point to a problem with the neighborhood node, and not with your cabling. Don't reset the modem, let the tech see the failure. Hopefully your call will beat your neighbors to the punch, and the tech will see the same issue with their modems before they have a chance to reset their modems.
Are you seeing the loss of SYNC show up in the logs whenever you have a port failure? I'm assuming that you have to reset the modem to log back in, or are you able to log into the modem via wifi connection when the LAN ports shut down? I had thought that a modem reset would wipe the DOCSIS log and restart it, losing all of the previous entries. Maybe not ??
Have a look at the first page of the following document regarding the DOCSIS synchronization. That provides a brief overview on the subject, with a diagram on the following page.
@huh666and @sm30, are either of you using a power bar of any type for the modem's power source, and/or, are you running the RG-6 feed cable through that power bar?
@huh666,does the wifi network stay up and running and is it usable at all when the LAN ports stop working? If so, are you able to access the modem at all to check the DOCSIS logs?
Just to note, we've seen a very small number of similar issues previously, where it would appear that the modem had failed. After looking at all of the connection possibilities, power, cable, and LAN, I asked the affected users to isolate one network at a time, ie, LAN, 2.4 Ghz and 5 Ghz. That determined where the failure was actually coming from. Then it became a matter of finding the device on the specific network that was causing the problem by turning off each device and keeping it off, looking for another failure incident. That was done by turning off the devices in rotation, one at a time, so that only a single device was turned off while the remainder were still operating. Interestingly enough, the modem failures were caused by LAN or wifi adapters on the connected devices. That wasn't the expected result by any means, but, it showed that the modem was susceptible to issues caused by failing adapters on the connected devices. So, fwiw, please keep this in mind. This might be the route that you have to go, just to ensure that the problem isn't caused by anything on your own networks.
One more step you could take is to load the freebie pingplotter from www.pingplotter.com When you have it loaded, run a test session to something like www.google.ca From the Edit menu you can capture the image and text data. When you right click on the image you can select various display options. Select "Show packet loss text on graph", and under Customize View, select all of the display options.
When its running, use the Edit ... Copy as Image function, dump the image to something like MS Paint, and then post that into the thread. I'm wondering if there is something going on at the neighborhood node, which might show up on the image. The average ping times to Google.com should be in the order of 10 to 20 ms, all the way through to Google.com, or, the Rogers address for Google.com If there was an issue with the neighborhood node, you might see a large average and current ping time for that node. That would be worth knowing at this point. Below is the text version of the data, running from West Ottawa:
Target Name: www.google.com
IP: 209.148.199.157
Date/Time: 2016-03-13 1:56:59 PM to 2016-03-13 2:03:16 PM
Hop Sent Err PL% Min Max Avg Host Name / [IP]
1 152 0 0.0 0 7 0 [10.0.0.1]
2 152 0 0.0 7 132 11 [7.11.164.173]
3 152 0 0.0 8 84 13 [67.231.220.29]
4 152 0 0.0 8 116 18 van58-9-231-77.dynamic.rogerstelecom.net [209.148.231.77]
5 152 0 0.0 9 102 15 van58-9-231-70.dynamic.rogerstelecom.net [209.148.231.70]
6 152 0 0.0 8 140 12 cal58-5-199-157.dynamic.rogerstelecom.net [209.148.199.157]
Note the large max times, which denote an occasional large ping time, but, the average ping times are reasonable.
The corresponding image is seen below. I've sent a request to the moderators to approve the image so that it will be visible.
-
9561 views
-
26 Likes
-
-
