Intermittent connection - DOCSIS Event log displaying critical errors

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I've Been Here Awhile
Posts: 3

Intermittent connection - DOCSIS Event log displaying critical errors

Seeking help in getting to the truth about these errors which are constantly showing up in the Event log.

 

Error type: 82000200

Error priority: critical

Error Event: No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

Error type: 82000700

Error priority: critical

Error Event: Unicast Ranging Received Abort Response - initializing ;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

 

These occur multiple times and it is always after my Internet connection drops out.

 

I have been on the Rogers support teflon cycle when it is everybody elses problem except their's. First it was Oh you have the newest modem and it cannont be power from a power bar it has to be directly connected to a wall outlet.

 

Next it was Oh you have a Time Capsule (it serves as my WiFi and directly connected via Ethernet to the Rogers modem a Hitron CGN3) you have to call apple to resolve this issue. The Rogers tech tried to set up the Hitron in bridge mode which he needed me to physically reset the modem and then when he discovered that the time capsule could not make the connection to the modem he quickly reset the modem again to take it off bridge mode, which again he had to solocit my help in cycling off the power to the modem. That's when he stated you have to call Apple before you call us again...

 

Thanks,

Not a happy Rogers customer...

 

 

***edited labels***

Solved! Go to Solution.
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Posts: 6,012

Re: Intermittent connection - DOCSIS Event log displaying critical errors

Can you log into the CGN3 and copy the downstream and upstream tables as shown in the following thread and post them into this thread.  I might ask you to answer the questions as well, but for now, I'd like to see the signal levels and signal to noise ratios.  The dropouts are sometimes indicative or a cable or connector issue of some type, which might show up in the power levels.

 

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/message-id/176...

 



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Posts: 13,829

Re: Intermittent connection - DOCSIS Event log displaying critical errors

Check as well the WAN uptime and see if it has reset to 0 when this drop occurs.

(This was indicative of a back end upgrade a while back.)

Some messages do appear in the log, and the unit will still stay up.


I've Been Here Awhile
Posts: 3

Re: Intermittent connection - DOCSIS Event log displaying critical errors

Hi Thanks so much for both your replies.

 

I'll attempt to respond to the questions. I'm anxious to find out what is going on. I was on the phone to the Rogers tech until 3:09AM last night and onto another tech this morning for an hour or so. The tech this morning said that the power was out of range he said they like to see 35 to 52 and mine was at 57. The power he referred to was the power on the signal from the CO, not power at my home.

 

This is the DOCSIS WAN table:

 

DOCSIS WAN

This menu displays both upstream and downstream signal parameters

DOCSIS Overview

Network Access                                                                             Permitted

IP Address                                                                                      7.47.77.94

Subnet Mask                                                                                  255.255.252.0

Gateway IP                                                                                      7.47.76.1

DHCP Lease Time                                                                       D: 06 H: 16 M: 50 S: 25

Downstream Overview

Port ID         Frequency (MHz)        Modulation        Signal strength (dBmV)   Signal noise ratio (dB)   Channel ID

1                   633000000                  256QAM                               3.100                            38.983                       7

2                   591000000                  256QAM                               1.500                            38.605                       1

3                   597000000                  256QAM                               2.000                            38.983                       2

4                   603000000                  256QAM                               2.100                            38.983                       3

5                   609000000                  256QAM                               2.200                            38.983                       4

6                   615000000                  256QAM                               2.600                            38.983                       5

7                   621000000                  256QAM                               2.600                            38.983                       6

8                   639000000                  256QAM                               3.000                            38.983                       8

9                   645000000                  256QAM                               2.700                            38.983                       9

10                 651000000                  256QAM                               2.600                            38.983                       10

11                 657000000                  256QAM                               2.700                            38.983                       11

12                 663000000                  256QAM                               2.500                            38.983                       12

13                 669000000                  256QAM                               2.500                            38.983                       133

14                 675000000                  256QAM                               2.700                            38.605                       134

15                 681000000                  256QAM                               1.600                            38.605                       135

16                 687000000                  256QAM                               1.700                            38.605                       136

17                 693000000                  256QAM                               1.700                            38.605                       137

18                 699000000                  256QAM                               1.700                            38.983                       138

19                 705000000                  256QAM                               1.900                            38.605                       139

20                 711000000                  256QAM                               2.000                            38.605                       140

 

Upstream Overview

Port ID         Frequency (MHz)        BandWidth          Modulation Type       Signal Strength (dBmV)     Channel ID

1                   38596000                    3200000                              ATDMA                          50.500                       1

 

The WAN uptime gets reset to 0.

 

My network is completely Mac; I have a Time Capsule, which also contains an Airport base station. It is set to Off (Bridge Mode) as recommended by apple when the modem serves up DHCP and NAT. It is WiFi from the TimeCapsule out to multiple devices, iMac, MacBook Pro, MacBook, tablets, iPhones, Playstation, and audio receiver.

 

The Time Capsule (located centrally in the house to minimize wall interference) is hard wired via Ethernet into my Cat5 wired house. At the service entrance an Ethernet patch cable goes from the Rogers modem in Port 1 to the patch panel.

 

I have Rogers’s bundled service, TV, home phone and Internet hybrid 50. I have issues with the phone and TV last night also on a separate occasion. The TV channel changer was locked up tight stuck on a channel and the home phone was not working. The tech re-sets both and it has been working somewhat acceptable since.

 

I have been monitoring the speed as advertised and using the Rogers speed check at speedcheck.rogers.com/en.html and have only gotten as high as 33.97 down and 5.38 up. Certainly a lot less than advertised, only 68% of the speed I signed onto.

 

Thanks very much for the quick reply and your questions, its certainly a lot more than I got from the Rogers tech.

 

Hayward

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Re: Intermittent connection - DOCSIS Event log displaying critical errors

Looking at the tables a couple of things are evident.  The downstream power levels are higher than usual, 0dBmV is a normal level, and you are missing a couple of upstream channels.  Did the upstream table not paste in entirely?  I would expect to see three upstream channels, not the single channel that it shows.  Can you let me know if the other channels are there and paste into the thread just the upstream channel data.  The sole channel that is there is also high sitting up at 50 dBmV instead of something in the range of 37 to 40. 

 

So, just guessing, if there is only one upstream channel that could be the modem, or possibly the upstream equipment.  The power levels are off which could indicate a cabling or connector issue.  The fact that you are also having issues with the phone and tv would say to me, cabling or connector issue.  Did tech support indicate that you should be expecting a visit from a tech?  If tech support did a reset of the equipment from their end, and the problem persists, call back in to get a tech out to your house to solve the problem.  If you keep getting dropouts on anything....call back in.  Put tech support on speed dial.  One of those times the phone might go dead in mid-conversation.  That kinda gets the point accross. 

 

 



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Re: Intermittent connection - DOCSIS Event log displaying critical errors

Reading through you post again, I had a few thoughts on the speed issue.  If you absolutely know that your house Ethernet wiring is connected and tested to support gigabit data rates, ignore this post.  In that case the problems are with the modem and RG6 cabling.  If you have any doubts on the house Ethernet…..read on.

 

Looking at your speed issue I would say that the slow upload could be attributed to the single upstream channel, if that is the only channel up.  The download could be a different issue.  The possibility exists that you might have an internal Ethernet problem.  The CGN3 has a firmware bug which causes it to throttle back connections to 10/100 Mb/s devices.  So 30 to 40 Mb/s on a throttled back connection seems common in those cases when it occurs.  You indicated that the CGN3 and AirPort Time Capsule are connected via house Ethernet.  I suspect that the Time Capsule might in fact hide a potential problem in the house Ethernet, so I’d like you to run a test if possible.  First, a little explanation. 

 

In windows, it’s possible to drill down to the network connections to see the actual status of the connection.  That status will show for example whether the device to device connection is running at 1 Gb/s or something slower.  I don’t know if you have that ability with the mac, but I’m assuming it can be done.  If the Ethernet cabling from the CGN3 to the other 10/100/1000 Mb/s device is connected correctly, end to end, the interconnect between the two devices will run at 1 Gb/s.  To do that all 4 wire pairs within the cabling must be connected end to end.  If there is a wire that is not connected correctly or perhaps loose, depending on which one it is, the two devices will auto-negotiate down to some common data rate that they can both agree on.  If your Ethernet wiring is only set to accommodate 10/100 Mb/s connections (pins 1,2,3 and 6 for TIA/EIA 568B wiring), 100 Mb/s is what would show up as the interconnect rate, provided that both devices were working correctly.  Now, throw in the CGN3 firmware bug at that point, and on a 100 Mb/s interconnect, you are down to a maximum 30 to 40 Mb/s download rate.

 

So, if you can, disconnect your Time Capsule from the wall Ethernet port and connect one of your gigabit capable devices directly to that port so that it picks up an address from the CGN3 and has an internet connection.  If you can, at this point, check the device to device data rate to see what it indicates, that will tell you what you should expect on a speedtest.  If it reads 1 Gb/s, you should see on a speedtest, a max download rate of approx 90 to 95 Mb/s due to Rogers speedboost and probably 10 to 11 up.  If it reads 100 Mb/s or less, you will probably see 30 to 40 Mb/s.  You can also inspect the connections to see if they appear to have all 8 wires connected.  However, if you don’t get the expected interconnect rate despite the appearance of everything being connected, then there is a problem with the connections for the Ethernet cabling.  Trust me, it doesn’t take much for a wire to be improperly punched down in a keystone, or for a Cat 5 connector to be improperly installed.  To test for that you would need a Network Cable Tester such as the following:

 

http://www.lowes.ca/products/compare.aspx?sku=8777782,8781121,

 

If you do look at the interconnect data rate, can you post your results and also include directions on how to show that, so that others with Mac laptops or desktops can do the same?



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Re: Intermittent connection - DOCSIS Event log displaying critical errors

I've Been Here Awhile
Posts: 3

Re: Intermittent connection - DOCSIS Event log displaying critical errors

Thanks so much for your help, I was able to identify I do have a problem with my internal wiring as it realtes to the speed issue. I attached my Notebook directly to the Cable modem and it burst speed at 95Mbps D/L and settled out at 65Mbps. The upload remained the same at 5.65Mbps.

 

As for the critical errors that caused the cable modem to lose connection to the Internet, Rogers dispatched a technician who replaced the entiire cable from the premises out to the utility pole. The cable was frayed and had water damage. The connection problem has virtually went away, I had another critiacl error show up again this morning. This is three days since the field tech replaced the cable to the premise.

 

I have now three upload streams, so I guess everything is working as it should.

 

Thanks agin for your help and rather informative trouble shooting.

 

Hayward

I'm a Reliable Contributor
Posts: 112

Re: Intermittent connection - DOCSIS Event log displaying critical errors

Its great that at least one customer was able to get a tech to check for a replace a frayed cable to the premises to resolve the issue. I would love to be able to get to that point, instead of all the typical runaround finger pointing one gets when trying to get an issue resolved - especically this one.

 

I now ROUTINELY have intermittent signal loss. I have the Hitron CGN3 with Hybrid Fibre 60/10 service. It is in gatweway mode. I would say the loss is hourly or close to it. 

 

My download/upload speeds are great. I checked the dowstream/upstream summaries and they look normal.  

 

Downstream Overview 
Port ID Frequency (MHz) Modulation Signal strength (dBmV) Signal noise ratio (dB) Channel ID 
1 651000000 256QAM  -0.700 38.983 34 
2 591000000 256QAM  -0.700 38.605 25 
3 597000000 256QAM  -0.800 38.983 26 
4 603000000 256QAM  -0.700 38.983 27 
5 609000000 256QAM  -0.900 38.605 28 
6 615000000 256QAM  -0.900 38.605 29 
7 621000000 256QAM  -0.700 38.605 30 
8 633000000 256QAM  -0.500 38.605 31 
9 639000000 256QAM  -0.700 38.605 32 
10 645000000 256QAM  -0.800 38.605 33 
11 657000000 256QAM  -0.700 38.605 35 
12 663000000 256QAM  -0.700 38.983 36 
13 669000000 256QAM  -0.800 38.605 37 
14 675000000 256QAM  -0.800 38.605 38 
15 681000000 256QAM  -0.600 38.605 39 
16 687000000 256QAM  -0.600 38.983 40 
17 693000000 256QAM  -0.500 38.605 41 
18 699000000 256QAM  -0.900 38.605 42 
19 705000000 256QAM  -0.700 38.983 43 
20 711000000 256QAM  -0.700 38.605 44 
Upstream Overview 
Port ID Frequency (MHz) BandWidth Modulation Type Signal Strength (dBmV) Channel ID 
1 30596000 6400000 ATDMA 43.750 2 
2 23700000 6400000 ATDMA 43.750 3 
3 38596000 3200000 ATDMA 45.750 1 

 

 Here are the log entries:

 

No	Time	type	Priority	Event
1	11/01/14 12:42:11	68010600	notice	DHCP Renew - lease parameters tftp file-bac1060001060c473dd4cdc0 modified;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
2 11/02/14 12:42:11 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
3 11/02/14 12:42:11 68010600 notice DHCP Renew - lease parameters tftp file-bac1060001060c473dd4cdc0 modified;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
4 11/03/14 01:36:49 82000200 critical No Ranging Response received - T3 time-out;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
5 11/03/14 12:42:11 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
6 11/03/14 12:42:11 68010600 notice DHCP Renew - lease parameters tftp file-bac1060001060c473dd4cdc0 modified;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
7 11/04/14 02:04:40 82000200 critical No Ranging Response received - T3 time-out;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
8 11/04/14 02:04:41 84000500 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
9 11/04/14 02:04:45 84020200 warning Lost MDD Timeout;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
10 11/04/14 02:06:10 82000400 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
11 11/04/14 02:08:45 82000200 critical No Ranging Response received - T3 time-out;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
12 11/04/14 02:08:46 82000300 critical Ranging Request Retries exhausted;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
13 11/04/14 02:08:46 82000600 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
14 11/04/14 02:09:10 82000200 critical No Ranging Response received - T3 time-out;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
15 11/04/14 02:11:21 68000100 critical DHCP FAILED - Discover sent, no offer received;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
16 11/04/14 02:10:35 68000500 critical TFTP failed - Request sent - No Response;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
17 11/04/14 02:10:35 68001101 critical TFTP Request Retries exceeded, CM unable to register
18 11/04/14 02:12:14 68000200 critical DHCP FAILED - Request sent, No response;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
19 11/04/14 02:13:32 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;
20 11/04/14 08:21:35 82000200 critical No Ranging Response received - T3 time-out;CM-MAC==XXXX XXX;CMTS-MAC=XXXX XXX;CM-QOS=1.1;CM-VER=3.0;

 

 

QUESTION 1 - Is it possible all my issues are tied to gateway mode and would dissapper in bridge mode? I would gladly purchase a new router if that would resolve it.

 

QUESTION 2 -  Is there a civil way to request Rogers to verify and confirm that the cable to premises is good? ... or must one go through the runaround first? 

 

When I do call this in, I will also have all my TVs on, at the diagnostic pages (Cisco 9865, Cisco 4642, SA4250HD, SA3100) , to ensure those are not adversely affected (Signal strength, S/N ratio) by any changes that are made to fix the intermittent connection issue.

 

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Posts: 928

Re: Intermittent connection - DOCSIS Event log displaying critical errors


@Mediaman wrote:

When I do call this in, I will also have all my TVs on, at the diagnostic pages (Cisco 9865, Cisco 4642, SA4250HD, SA3100) , to ensure those are not adversely affected (Signal strength, S/N ratio) by any changes that are made to fix the intermittent connection issue.

 


Try to reproduce the problem with some TV channels. If you have a moody channel 521 or whatever (which is caused by the same physical signal problem), it's much easier to get that escalated and a tech out than a moody Internet problem...