03-13-2016 02:08 PM - edited 03-13-2016 02:18 PM
@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.
03-13-2016 02:51 PM
@Datalink I have tried with and without a power bar, a new power bar, and different power outlet on a different breaker. My wifi through my personal router (Netgear Nighthawk R7000) stays active but I am unable to access the CGN3ACSMR as it is in bridge mode and the lan port on it is "off" or "sleeping. I have also tried bypassing my own router and plugging the lan cable into three different PC's (two have realtek Gigabit nics and one an Intel Gigabit nic). The lan ports on the modem will become disabled after losing sync with nothing plugged in to them. As I have mentioned I have Whole Home PVR and I get the same results wheteher the cable is running drectly to the modem or through the Rogers provided MOCA filter. I have replaced lan cables and even the rg6 cable running to my modem. I have spent most of my spare time over the last week or so troubleshooting this and trying to eliminate anything on my end. Which version of pingplotter do you recommend 4.12.0 seems to be the newest. Should I select Professional, Standard, or Free? They all appear to be free for 30 days.
Thank You again. All of your help and suggestions are greatly appreciated.
03-13-2016 03:14 PM
03-13-2016 03:37 PM
@huh666 wrote:@Datalink I have tried with and without a power bar, a new power bar, and different power outlet on a different breaker. My wifi through my personal router (Netgear Nighthawk R7000) stays active but I am unable to access the CGN3ACSMR as it is in bridge mode and the lan port on it is "off" or "sleeping. I have also tried bypassing my own router and plugging the lan cable into three different PC's (two have realtek Gigabit nics and one an Intel Gigabit nic). The lan ports on the modem will become disabled after losing sync with nothing plugged in to them. As I have mentioned I have Whole Home PVR and I get the same results wheteher the cable is running drectly to the modem or through the Rogers provided MOCA filter. I have replaced lan cables and even the rg6 cable running to my modem. I have spent most of my spare time over the last week or so troubleshooting this and trying to eliminate anything on my end. Which version of pingplotter do you recommend 4.12.0 seems to be the newest. Should I select Professional, Standard, or Free? They all appear to be free for 30 days.
Thank You again. All of your help and suggestions are greatly appreciated.
I also am using the Modem without a power bar. This is my second modem and I have also tried connecting my laptop directly to the modem and it does not "wake up" so to speak.
Just like huh66, I also have Whole Home PVR and home phone services. I was told by everyone, tech support and service tech that it will not affect those services as it runs on a different frequency.
My setup has not changed in the last year, same computers, router and modem. Could it be Rogers released or sent out an upgrade recently? Or are these modems that they keep recycling to us faulty?
03-13-2016 03:39 PM
Sorry forgot to mention I have not been noticing any issues with my TV and home phone service.
03-13-2016 05:16 PM
@Datalink I ran pingplotter twice. Here are the results
03-13-2016 05:31 PM - edited 03-13-2016 05:32 PM
Haven't seen the images yet as one of the moderators has to approve them. Is that with the modem in Gateway or Bridge mode? I'm wondering at this point why the modem IP address doesn't show up in the trace? If you look at my trace you can see a 10.0.0.1 address which is the Asus router, as the modem is running in Bridge mode. There should at least be a 192.168.0.1 address showing unless you have changed the modems LAN IP address range.
Just looking at the numbers, you're seeing a small packet loss as well.
03-13-2016 05:42 PM
Here are my downstream and upstream information. Any issues with these numbers?
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | Signal noise ratio (dB) |
1 | 615000000 | 256QAM | -1.000 | 11 | 38.983 |
2 | 561000000 | 256QAM | -0.400 | 2 | 38.983 |
3 | 567000000 | 256QAM | -0.500 | 3 | 38.983 |
4 | 573000000 | 256QAM | -0.500 | 4 | 38.983 |
5 | 579000000 | 256QAM | -0.400 | 5 | 38.983 |
6 | 585000000 | 256QAM | -0.700 | 6 | 38.983 |
7 | 591000000 | 256QAM | -1.200 | 7 | 38.983 |
8 | 597000000 | 256QAM | -1.400 | 8 | 38.605 |
9 | 603000000 | 256QAM | -1.800 | 9 | 38.983 |
10 | 609000000 | 256QAM | -1.000 | 10 | 38.983 |
11 | 555000000 | 256QAM | 0.000 | 1 | 38.983 |
12 | 621000000 | 256QAM | -1.000 | 12 | 40.366 |
13 | 633000000 | 256QAM | -0.700 | 13 | 38.983 |
14 | 639000000 | 256QAM | -0.700 | 14 | 38.983 |
15 | 645000000 | 256QAM | -0.900 | 15 | 38.605 |
16 | 651000000 | 256QAM | -1.400 | 16 | 38.605 |
17 | 657000000 | 256QAM | -1.700 | 17 | 38.605 |
18 | 663000000 | 256QAM | -2.100 | 18 | 38.983 |
19 | 669000000 | 256QAM | -1.900 | 19 | 38.983 |
20 | 675000000 | 256QAM | -1.400 | 20 | 38.983 |
21 | 681000000 | 256QAM | -1.400 | 21 | 38.605 |
22 | 687000000 | 256QAM | -1.600 | 22 | 38.605 |
23 | 693000000 | 256QAM | -1.500 | 23 | 38.983 |
24 | 699000000 | 256QAM | -0.900 | 24 | 38.605 |
Port ID | Frequency (MHz) | Modulation | Signal strength (dBmV) | Channel ID | BandWidth |
1 | 38596000 | ATDMA - 64QAM | 38.500 | 3 | 3200000 |
2 | 30596000 | ATDMA - 64QAM | 37.500 | 1 | 6400000 |
3 | 23700000 | ATDMA - 64QAM | 37.500 | 2 | 6400000 |
03-13-2016 05:48 PM
03-13-2016 05:50 PM
@sm30 you're signal levels on both downstream and upstream are good, as are the signal to noise ratios on the downstream side. Can you sketch out your local LAN so that I and others roughly know what is connected to the modem?