05-31-2016 08:42 AM - last edited on 03-14-2018 04:23 PM by RogersRoland
We are currently offering our users an exclusive opportunity to participate in an upcoming trial of the new firmware for our Rocket Wi-Fi Modem (CGN3ACR, CGN3AMR and CGN3ACSMR) and Rocket Gigabit Wi-Fi Modem (CGN3552 and CODA-4582). For details of this program, please see this thread.
This thread will be used for feedback regarding the firmware. We've invited @RogersSergio, @RogersSyd & @RogersBob from our Networking team to participate in this thread. Your feedback is very valuable and will be used to enhance the firmware before it is released publicly.
Thank you for your continued feedback and support.
08-16-2016 07:54 PM
08-17-2016 04:09 PM
My chromecast is not connecting with my devices. I am able to setup the chromecast but the devices do not recognize it. Is it possible to get the firmware to fix my Rocket Modem so that I am able to use my chromecasts?
08-17-2016 04:14 PM
My chromecast is not connecting with my devices. I am able to setup the chromecast but the devices do not recognize it. Is it possible to get the firmware to fix my Rocket Modem so that I am able to use my chromecasts?
you need to sign up for a trial of the firmware.
Go to here:
And click on "Send this user a private message" and ask to enter the trial
08-17-2016 07:20 PM
Requested the firmware trial about a week ago after issues with Chromecast not being visible on either Mac or Windows devices. Chromecast is now visible, but I've been trying to cast from my iPad for the ast 15 minutes and it has reloaded four times and is now currently hung at 99% loaded. This update solves nothing.
08-17-2016 08:20 PM - edited 08-17-2016 08:37 PM
I received the update today
Everything is stable except that i don't have ipv6 enabled
when i run the ipv6-test i get 0/10
do i have to enable ipv6 from the router, it says that ipv6 is enabled by default
I got it to work by reseting the router to factory settings
everything works fine till now
08-17-2016 09:43 PM
@Dh5959, run a Factory reset on the modem and see it that clears up the issue. Depending on how far the firmware is updating, from the modem's original firmware to V184.108.40.206, you may have to run a Factory Reset to properly complete the update process. You can hold the recessed reset button at the back of the modem for thirty seconds and release it, or, if you''re logged into the modem, navigate to ADMIN .... DEVICE RESET and run the Restore Factory Default Settings function. You will unfortunately have to reset all of the parameters. If you haven't seen the new login after the reset, start a web browser and enter 192.168.0.1 as the web address. That takes you to the new set up page. The one thing to remember is that the wifi passphrase that you set on that page is also the new modem password.
To log back into the modem following that one time setup, use 192.168.0.1, and use the following credentials:
password: as you have just set for the wifi password
You can then navigate to the wifi or ADMIN .... MANAGEMENT pages to change the wifi passphrases or the modem password.
08-17-2016 09:51 PM - edited 08-17-2016 09:55 PM
@dto7, I wonder if the update has resulted in a change of the wifi channel from where you were previously, to a channel that has interference issues which is causing the wifi to drop.
Try this. Load inSSIDer on your laptop, which is a wifi monitoring application. When loaded on a dual band laptop, inSSIDer will monitor both 2.4 and 5 Ghz networks that can be detected by your laptop. Have a look to see what you're competing with in both bands. After you have a look at the display, you might be able to determine if there are any 2.4 or 5 Ghz channels that are not in use, or offer less interference. That's usually pretty tough with 2.4. Ghz channels as the only channels that don't overlap with each other is 1, 6, and 11. As a result, everyone tries to use those channels. In the 5 Ghz band, the signal range is reduced compared to a 2.4 Ghz channel, so that, along with the fact there aren't as many users in the 5 Ghz band makes it easier to select an open channel. If you're using the 5 Ghz band, you want to be using channel 149 or higher as the modem will use a higher allowable power output for those channels, resulting in increased range. The program link below is for the last freebie version. It doesn't display the 802.11ac networks in use in the 5 Ghz band. There is a newer licenced version out now that will handle 802.11ac networks, and which will work on a 802.11n laptop. The new version will read the broadcast management frames and display the 802.11ac networks that are running in the 5 Ghz band. If you use 5 Ghz networks, its worth the $20 U.S. to buy, so that you can see all of the 5 Ghz networks that are in use.
What you want to see on the graphical display is that your network is the highest network shown, which indicates that it has the highest received power of all the received networks. Generally you want somewhere in the neighborhood of 40 to 45 dBmW separation between your network and any other network that is on the same or overlapping channel. So, while your network should be the tallest on the display, everything else should be well below yours. When that power level separation decreases, you end up with interference and possibly with problems maintaining a wifi network. Your only option is to change to a channel with less overlap from the competition.
The other item to consider is to run a modem reset as indicated in Message #531 above. That will ensure that the modem update is properly completed.
08-17-2016 09:57 PM - edited 08-17-2016 09:57 PM
@apdamato, have a look at message # 471 (top post) on the following page for the instruction on requesting the trial version, 220.127.116.11.
08-18-2016 07:01 PM
When trying to setup a new login password on the CGN3ACSMR running the latest .22 firmware the modem will not accept a password with the symbol @ previously modem password could have the @ symbol. Anyone else having issues with the modem not accepting certain symbols within the password field?
08-18-2016 10:03 PM
So the senior technician stopped by last week and after spending about two hours troubleshooting he determined that the riser cable was "shorting" out. I was very skeptical when said this was the cause so a few days later I moved the modem into another room and tested it there. Same results, the modem was still rebooting itself.
After returning the modem to the original location I remembered seeing that most of the users in this thread are currently running their modems in gateway mode. So I disabled bridge mode and returned the modem to gateway functionality and disabled the wireless radios. Shortly after reconnecting the Internet I noticed that all the IP addresses had changed...
My IP address, CMTS IP, Rogers Internal network, & the destination IP address. It's like I was on a completely different network. After about 9 hours of testing my modem hasn't rebooted itself and seems to be more stable. The packetloss and high pings are still present.
Bridge mode pingplotter:
Gateway mode pingplotter:
@RogersDave @Datalink Is there a reason why modems in the bridge mode are being routed through a completely different network? and why is it when my modem is in bridge mode it can barely stayed connected for more than 30 minutes without rebooting itself?
08-18-2016 10:52 PM - edited 08-18-2016 10:54 PM
@Max24, when you run the modem in Gateway mode, the router should be set to run as an access point, in which case it would be invisible to the network and wouldn't show up on a trace. You can definitely run the router with its own IP address, but, in practice, doing anything like port forwarding from the modem to the router to the device can be an interesting challenge. I've never seen anyone claim to successfully do that.
I can't explain why you're seeing a different 99.xxx.xxx.xxx address for the CMTS when you flip between Bridge mode and Gateway mode. There's probably a reasonable technical reason for it which Dave could elaborate on.
Can you try the following? Run the same tests, but run two sets of tests, one with the Focus time of pingplotter set to All, and one with the Focus time set to 5 seconds. Set the bottom display time to 5 or 10 min and let the application run for that entire 5 or 10 min timeframe. Please run them in the following configurations::
1. Modem in Bridge mode, router in full router mode: run a ping to anywhere, then copy the line 2 address and paste that into the address bar. Run the ping test to that address which is the CMTS. Thats the 18.104.22.168 address in the first slide. Any packet loss that is directly attributable to the modem - cmts connection will show up in the lower area of the display. For the time being, ignore anything that occurs beyond the CMTS.
2. Modem in Gateway mode, router disconnected. Connect a pc / laptop directly to the modem, just to keep the addressing simple and straightforward. Same as above, run the ping test, following the same instructions. Thats the 22.214.171.124 address.
Capture and post the results, indicating which run is which. Since this is running IPV4, you can leave all of the details in the image. If you were running IPV6 you would only have to delete the IP address for line 1 which would be the modem or router's IP address, depending on what the network setup is. Seeing the ping times will help with the analysis. Right click in the column title bar, select MAX and Err and drag those to the right to sit beside the Avg and Min data.
Running the pingplot, only out to the CMTS address will readily display the ping times to the CMTS, and any packet loss to and from the CMTS, which should also be reflected on the lower time display. Anything further downstream will remain out of the picture for now. The goal is to determine the performance from the modem to the CMTS.
1. Can you confirm that you have a CGN3ACSMR as seen by the product sticker on the back of the modem?
And, can you log in to the modem and:
2. confirm the Software Version (firmware) as indicated on the Status page which comes up when you log into the modem. I'm wondering what version is loaded and why an IPV6 addresses are not showing up on the pingplot. Do you have IPV6 disabled in the router? If so, not a big deal, just wondering. If you have a CGN3ACSMR with V126.96.36.199 loaded, have you done a factory reset recently? I've seen unpredictable results if the modem has not had a factory reset completed.
3. navigate to the STATUS....DOCSIS WAN page, copy the downstream and upstream tables and paste them into a post. The copy and paste process will paste in the text contents of the tables, so you don't have to post a screen capture.
Ok, that should do it for now. To really asses the images, I/we need to see those times to the CMTS and any indications of packet loss to the CMTS.
Just wondering, the tech indicated that the riser cable is shorting. Is that to imply that you're in an apartment/condo/highrise?
08-19-2016 04:25 AM - edited 08-19-2016 04:27 AM
@Datalink, I have a firewall(PC not router/linksys) setup between my PC and the modem so now that I'm stuck using the modem in gateway mode I've simply setup a DMZ for my firewall to avoid having to configure port fowarding etc... Haven't had any issues so far.
Since I've switched to gateway and haven't experienced any issues with my modem rebooting itself I'm pretty hesistant in making any additional config changes on the modem. So for your first request, Modem in bridge mode I'll just post the pingplotter from my session history.
1. Modem in bridge mode:
2. Modem in gateway mode:
The modem is a CGNM-3552-ROG running 188.8.131.52 with IPV4&6 IP addresses listed under the WAN IP address column. I have IPV6 disabled on my network and PC so it wouldn't be possible to run that test. I restored the modem to factory defaults when it was updated to .22 last week. I believe the tech was referring to the cable that runs from the main splitter to my modem upstairs (house), anyway his diagnoise was incorrect since the problem has been resolved by switching to gateway mode indicating the cable is infact not shorting out.
Downstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID Signal noise ratio (dB) 1 633000000 256QAM 1.100 37 40.366 2 363000000 256QAM 4.600 10 43.377 3 369000000 256QAM 4.800 11 43.377 4 375000000 256QAM 4.800 12 40.946 5 381000000 256QAM 4.500 13 40.946 6 387000000 256QAM 4.500 14 43.377 7 393000000 256QAM 4.700 15 43.377 8 399000000 256QAM 4.700 16 40.946 9 405000000 256QAM 4.800 17 43.377 10 411000000 256QAM 4.700 18 40.946 11 417000000 256QAM 4.800 19 40.946 12 423000000 256QAM 5.100 20 40.946 13 429000000 256QAM 5.000 21 43.377 14 435000000 256QAM 5.000 22 43.377 15 441000000 256QAM 4.800 23 40.946 16 447000000 256QAM 5.100 24 43.377 17 579000000 256QAM 2.800 29 40.946 18 585000000 256QAM 3.200 30 40.366 19 591000000 256QAM 3.000 31 40.366 20 597000000 256QAM 2.900 32 40.366 21 603000000 256QAM 2.600 33 40.946 22 609000000 256QAM 2.400 34 40.946 23 615000000 256QAM 1.800 35 40.946 24 621000000 256QAM 1.100 36 40.946 25 357000000 256QAM 4.700 9 42.600 26 639000000 256QAM 0.800 38 39.900 27 645000000 256QAM 1.100 39 39.900 28 651000000 256QAM 1.100 40 39.900 29 657000000 256QAM 2.000 41 39.900 30 663000000 256QAM 2.100 42 39.900 31 669000000 256QAM 2.200 43 39.900 32 675000000 256QAM 2.600 44 39.900 Upstream Overview Port ID Frequency (MHz) Modulation Signal strength (dBmV) Channel ID BandWidth 1 23700000 ATDMA - 64QAM 42.250 5 6400000 2 38596000 ATDMA - 64QAM 43.250 6 3200000 3 30596000 ATDMA - 64QAM 42.500 4 6400000
08-21-2016 01:40 AM
I updated my modem's firmware in hopes of fixing the connection problem I had with my chromecast to the internet. This it did fix, however I have been occasionally experiencing no internet access even though I am connected to the wifi. Is there a way to fix this?
08-21-2016 01:52 PM
@Max24, looking at your recent image posts, and thinking about the problem of packet loss, there are a couple of things you could try.
1. Move the modem to the splitter for test purposes. Depending on what else you are running, you could disconnect the splitter from the cable and connect the modem to the incoming cable. That would prove or disprove the theory that the riser cable has a short in it. If you still see packet loss, then the problem is most likely external to the house, but, keep in mind that if the incoming cable passes by any house power cable (in wall) that is subject to large current surges, like furnace motors, dryers, etc, the RG-6 cable can pick up noise.
2. If you have an ohm meter, you could disconnect the riser cable at both ends and run a continuity check on the cable, one lead on the center conductor and one lead on the external side of the connector. The continuity check should show an open circuit as the cable center copper conductor should not come into contact with the cable shield which could be either aluminum foil or braided aluminum. If the continuity check shows anything other than open circuit, then yes, it has a short. All it would take is a nail driven into the cable at some point. That might take years to show up, but at some point the copper oxidation would become a problem, even if the nail only nicked the cable. It would also be worth taking a very careful look at both ends of the cable to ensure that the copper center conductor doesn't contact any portion of the cable shield, no matter how small that cable shield portion might be, such as a thread from a braided aluminum shield. Time for the reading glasses or magnifying glass.
Hope this helps.
08-21-2016 01:56 PM
@qdu1128, try this. Load inSSIDer on your laptop, which is a wifi monitoring application. When loaded on a dual band laptop, inSSIDer will monitor both 2.4 and 5 Ghz networks that can be detected by your laptop. Have a look to see what you're competing with in both bands. In a suburban area, the 2.4 Ghz band is usually pretty crowded and tough to work in. Usually the 5 Ghz band is less crowded and easier to find a clear channel. After you have a look at the display, you might be able to determine if there are any 2.4 or 5 Ghz channels that are not in use, or offer less interference. Thats usually pretty tough with 2.4. Ghz channels as the only channels that don't overlap with each other is 1, 6, and 11. As a result, everyone tries to use those channels. The program link below is for the last freebie version. It doesn't display the 802.11ac networks in use in the 5 Ghz band. There is a newer licenced version out now that will handle 802.11ac networks, and which will work on a 802.11n laptop. The new version will read the broadcast management frames and display the 802.11ac networks that are running in the 5 Ghz band. If you use 5 Ghz networks, its worth the $20 U.S. to buy, so that you can see all of the 5 Ghz networks that are in use.
What you want to see on the graphical display is that your network is the highest network shown, which indicates that it has the highest received power of all the received networks. Generally you want somewhere in the neighborhood of 40 to 45 dBmW separation between your network and any other network that is on the same or overlapping channel. So, while your network should be the tallest on the display, everything else should be well below yours. When that power level separation decreases, you end up with interference and possibly with problems maintaining a wifi network. Your only option is to change to a channel with less overlap from the competition. By looking at that display you might conclude that the 2.4 Ghz band is hopeless and that its time to move up to the 5 Ghz band, if you can. If you have devices already running in the 5 Ghz band, change your operating channel to 149 or higher. If you can switch to any of those channels, do so, as the output power for those channels is higher, resulting in better signal levels, signal to noise ratios and data rates.
So, with inSSIDer loaded on your laptop, take a walk around your home. Take a look at the display when you're close to the modem, and where you normally use your laptop. Essentially, you're doing a site survey. It takes about three to four minutes for the display to settle out when you move around and stop in a location somewhere. You should see some differences in the received network power levels as you move around your home, both for your own network, and those of your neighbors. Perhaps one of your neighbors has bought a new modem or router and is competing for the same channels that you are using. If so, inSSIDer will show that.
What you can do is take a screenshot of the inSSIDer display, dump it into something like Microsoft paint and wipe out your MAC address from the text and display area and then save it. Insert it into a post so I can have a look at it if you need help with the interpretation. With the info provided by the inSSIDer display it will be easier to determine what the problem might be.
08-22-2016 08:47 AM
08-22-2016 11:49 AM - edited 08-22-2016 11:52 AM
@Datalink You say in your response "You will unfortunately have to reset all of the parameters." What parameters? Reset to what? Unfortunately, I am not a technician and have limited knowledge of routers and their settings. What impact will these settings have on other devices on the wifi network?
08-22-2016 03:01 PM
@Dh5959 that will include any port forwarding / port triggering rules, access rules, wifi network names, passphrases, security settings etc, etc. Basically any setting or parameter that can be specified by the end user will be reset back to the default settings. So, once the factory reset is complete, you will have to go thru all of those settings/parameters and reset them to your preferred settings. If you were running a factory reset to the same firmware version then you could create a backup file using the ADMIN .... BACKUP page .... Backup function to create that file somewhere on your pc. Then when the factory reset is complete, log back into the modem, navigate back to that page and use the Restore function to reset all of the previous parameters. Reboot the modem or router and you're set to go.
If you're modem or router is going from a previous firmware version to a new firmware version, I don't recommend doing this. It might work properly, and then again, it might not. It depends on what changes have been made to the firmware, which could include changes to the internal addressing in the parameters data.
This also includes any occasion where you feel that your modem or router has been hacked. In that case you would run a factory reset and set all of the settings/parameters manually, to prevent the possibility of loading any data from the existing backup file that might have been changed without your knowledge. When that manual parameter reset has been done, you would then delete any previous backup files and create a new backup file.
08-22-2016 03:35 PM
I'm on 184.108.40.206 and over the past few weeks I've noticed that the internet goes down randomly. After it goes back up, I check the DOCSIS event logs and I always see this message: Unicast Maintenance Ranging attempted - No response - Retries exhausted;
Does anybody know why this happens? It doesn't seem to update my modem's firmware, it only takes down the Internet for no reason.
08-22-2016 04:29 PM
Thanks @Datalink. I haven't changed anything on my modem, however I think a Rogers technician may have while we were going through the troubleshooting phase for the initial problem of Chromecast not being visible on the network. I will try this and hope it makes a difference. Thanks again!
08-22-2016 04:52 PM
As long as you have V220.127.116.11 loaded, as indicated on the STATUS page of the modem, you should be good to go after the reset. Problems can arise when the modem is moving from something like 18.104.22.168 to 22.214.171.124, as could be the case with a newly acquired CGN3ACSMR. In that situation, a factory reset should be done after the update to ensure that the modem is completely updated. Moving from .21 to .22 isn't that much of a leap. Fwiw, I usually run a factory reset after every update.