cancel
Showing results for 
Search instead for 
Did you mean: 

CGN3ACSMR Lan port

huh666
I Plan to Stick Around

When my GN3ACSMR loses its internet connection it will regain the connection  but the lan port "turns off".  The light on the front of the modem and on the lan port goes off and stays off.  I have tried all 4 ports and still encounter this issue.  Is it a problem with the modem?  Any ideas or suggestions.  The only way to resolve is to power cycle the modem.  Thank you.

1 ACCEPTED SOLUTION

Accepted Solutions

Re: CGN3ACSMR Lan port

 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.

View solution in original post

232 REPLIES 232

Re: CGN3ACSMR Lan port

Datalink
Resident Expert
Resident Expert

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.



Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

Here is the info:

 

Downstream Overview

Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDSignal noise ratio (dB)
1633000000256QAM-0.1001340.366
2561000000256QAM-1.200240.366
3567000000256QAM-1.300340.946
4573000000256QAM-0.600440.946
5579000000256QAM-0.700540.946
6585000000256QAM-1.000640.366
7591000000256QAM-1.100740.366
8597000000256QAM-0.400840.366
9603000000256QAM-0.700940.946
10609000000256QAM-0.3001040.366
11615000000256QAM0.0001140.946
12621000000256QAM0.1001240.946
13555000000256QAM-1.000140.366
14639000000256QAM0.2001440.946
15645000000256QAM0.2001540.366
16651000000256QAM-0.4001640.946
17657000000256QAM0.3001740.366
18663000000256QAM0.5001840.946
19669000000256QAM0.3001940.366
20675000000256QAM-0.2002040.366
21681000000256QAM0.5002140.366
22687000000256QAM0.6002240.366
23693000000256QAM0.3002340.946
24699000000256QAM0.4002440.366
Upstream Overview
Port IDFrequency (MHz)ModulationSignal strength (dBmV)Channel IDBandWidth
130596000ATDMA - 64QAM47.00046400000
238596000ATDMA - 64QAM47.00063200000
323700000ATDMA - 64QAM46.50056400000

Re: CGN3ACSMR Lan port

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?



Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around
Thanks Datalink. My cable goes to a pole outside and the internet tends to be a bit unstable during these thaw and freeze periods. I will contact Rogers regarding a signal test. As far as the LAN port "turning off" is this normal behavior for this modem? I recently switched from a cgn3 and it never had this issue. Upon loss if signal or sync it would reestablish thenlan connection.

Re: CGN3ACSMR Lan port

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.



Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around
Have a tech coming out tomorrow. I am hoping for the best. Dealt with all of the usual scripted lines from the tech rep. He tried blaming my router, PC, network cable, modem (which I had already swapped out), power bar, etc. He said my upstream numbers were OK but finally agreed to send someone out when I said that everything is running through a moca filter which they supplied.

Re: CGN3ACSMR Lan port

Please let us know how this turns out.  Its certainly an unusual occurrence.



Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

Rogers tech came out yesterday and replaced some ends on cables which dropped my upstream numbers to the 42 to 43 range, replaced the modem but it looks like the problem of dropped connections is still happening.  Tried to give me a CGN3 modem for a replacement and I told him no.  The tech proceded to tell me that there are "issues" with the CGN3ACSMR modems. Then he said it was a backend issue. He claimed that he was going to check the cable from the pole to my home but i didn't see anyone up there at all.  Guess I'll have to call again. I hooked my modem up to the main cable feed to my house and my upstream is still in the 42 to 43 range.  Now the LAN light on the modem is constantly flashing and appears to be constantly sending and receiving data, even when all other devices on my network are disconnected.

Here is a DOCSIS event log from today wonder if this would be of any help.  I've removed all MACs

The DOCSIS event logs is shown here

No.TimetypePriorityEvent
103/10/16 13:45:1582000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
203/10/16 13:46:3582000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
303/10/16 13:47:1990000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0;
403/10/16 13:47:2073040100noticeTLV-11 - unrecognized OID;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
503/10/16 14:24:5682000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
603/10/16 14:24:5782000300criticalRanging Request Retries exhausted;CM-MAC=xxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
703/10/16 14:24:5782000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=xxxx;CMTS-MAC=xxxxxx;CM-QOS=1.1;CM-VER=3.0;
803/10/16 14:47:5482000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
903/10/16 14:47:5584000500criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=xxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1003/10/16 14:48:0084020200warningLost MDD Timeout;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1103/10/16 15:50:4682000200criticalNo Ranging Response received - T3 time-out;CM-MACxxxxxx;CMTS-MAC=xxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1203/10/16 11:02:5882000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1303/10/16 11:05:0090000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1403/10/16 11:05:0173040100noticeTLV-11 - unrecognized OID;CM-MAC=xxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1501/01/70 00:01:3582000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1603/10/16 11:41:3682000400criticalReceived Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=xxxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1701/01/70 00:01:3982000200criticalNo Ranging Response received - T3 time-out;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1803/10/16 11:58:2290000000warningMIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxxxxxxxCMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
1903/10/16 11:58:2373040100noticeTLV-11 - unrecognized OID;CM-MAC=xxxxxxxx;CMTS-MAC=xxxxxxxxxxx;CM-QOS=1.1;CM-VER=3.0;
2003/10/16 12:07:1182000200critical

No Ranging Response received - T3 time-out;CM-MAC=xxxxxx;CMTS-MAC=xxxxxxxx;CM-QOS=1.1;CM-VER=3.0;

 

Re: CGN3ACSMR Lan port

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?

 

 



Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around
The modem was replaced with another CGN3ACMSR. Firmware is 4.5.8.16. Unable to copy and paste upstream and downstream as I am at work right now. When I checked they appeared similar with the upstream number around 43. Still randomly losing connection even when the modem is hooked up directly to the cable feed coming into my house. I am suspecting that it is outdoor wiring. Because it began when the thaw began and it has been raining today. Will post the up and downstream numbers when I get home. Thanks

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

 

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

 IMG_20160310_233620766.jpgThis is a photo of the modem. 

Thanks again

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

I have Rogers Whole Home PVR so my main cable feed into the house runs into an Antronix MVRA501B integrated MoCA PoE filter.  Now I appear to be having problems with my whole home pvr setup too.  Is it possible that the filter could be causing the issues?

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

Just to update everyone I think I have found what causes the LAN ports to "power off". I have been able to replicate this 100% of the time no matter what the modem is connected to.  It seems that if the modem loses sync while in bridge mode it "turns off" and they do not get reset.  The power must be cycled for the lan ports to be reactivated.  I have replicated this while connected to a Netgear Nighthawk R7000 router, DLINK Dir-615 router, my pc and a laptop.  I am on my third modem now and still have the same issue.  I don't know if this is a hardware or firmware issue with the CGN3ACSMR modems.  .  Who should I contact about this, because I know tech support would be useless.  Anyone else willing to see if they can replicate this?

 

Thanks

 

Re: CGN3ACSMR Lan port

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-VER=3.0;

 

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.

 

http://www.scientific-devices.com.au/pdfs/WeTransfer-NZvJB6Cw/Telecommunication%20Synchronization/Sy...

 



Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

Thanks for the advice.    Resetting does clear any existing logs.  This issue does not occur when the modem is in gateway mode.  Another thing that I failed to mention is that the modem will regain sync but the LAN ports remain dead.  Thanks again for everything

Re: CGN3ACSMR Lan port

sm30
I Plan to Stick Around

I believe I am having the same issue as you. I have been having this issue since February 23rd. My modem loses internet connectivity and the LAN lights on the front and back stop working. All the other lights are on and active.

 

The only way to regain an internet connection is to reset the modem. I also have the CGN3ACSMR modem with firmware 4.5.8.16 and in bridge mode. I have had this modem for the past year and did not have any issues before.

 

I have been noticing that it loses connection every night. Sometimes it even cuts off more than once during the day. I have spoken to tech support many times and I have had tickets open for a node issue and neighbourhood/signal problem. They came back and said the issue has been fixed but I am still having the same problem. On Monday I had the modem swapped out but this issue continued. I had a tech supervisor come out on Friday and he said the connection and signals were good. He replaced my splitter and changed all the cable connectors as a precaution. The last thing he wanted to do was replace my modem with the CGN3, the one without the AC wireless feature. I told him no because I had replaced the modem already that week and the problem is still happening.

 

Your conclusion about the modem LAN ports going into "sleep mode" makes sense. How are you able to test that without waiting for it to go down?

 

This is frustrating and I don't know what to do next.

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around

Hi sm30, I'm glad to hear that I am not the only one having this problem!  I jusst got off the phone with tech support again and they checked my connection and my neighbours and said they saw something. I have a tech coming out for the second time on Tuesday the 15th and I hope that they can resolve it.  Once the modem goes down there is no way to test or check logs.  Out of curiosity where are you located.  I am in Brampton.  Just trying to determine if it is a regional issue.  I remember at one point late last year parts of Brampton were unable to connect to www1.shoppersdrugmart.ca and it took Rogers 3 or 4 months to resolve that issue.

Re: CGN3ACSMR Lan port

sm30
I Plan to Stick Around

@huh666 wrote:

Hi sm30, I'm glad to hear that I am not the only one having this problem!  I jusst got off the phone with tech support again and they checked my connection and my neighbours and said they saw something. I have a tech coming out for the second time on Tuesday the 15th and I hope that they can resolve it.  Once the modem goes down there is no way to test or check logs.  Out of curiosity where are you located.  I am in Brampton.  Just trying to determine if it is a regional issue.  I remember at one point late last year parts of Brampton were unable to connect to www1.shoppersdrugmart.ca and it took Rogers 3 or 4 months to resolve that issue.


I am also located in Brampton. I am near Torbram and Sandalwood, how about you? Please let me know what happens on Tuesday. I will also keep you updated if I hear anything on my end.

Re: CGN3ACSMR Lan port

huh666
I Plan to Stick Around
I'm in the "b" section of Bramalea at Dixie and Orenda. Ironically right by Rogers HQ on Dixie Road. A way I have found to "test" the LAN ports going to sleep is by unplugging the cable from the modem and waiting for it to lose sync. At that point the LAN light goes off. The Rogers tech also tried to swap out my modem forba CGN3 and I said no way. Maybe Rogers knows something and they aren't letting us know. Let's hope this info helps Rogers solve our problem.

Re: CGN3ACSMR Lan port

@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.

 

ping plot to google.com 13 mar 2016.png