Intermittent disconnects multiple times daily; more when backing up to subscription service

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I'm Here A Lot
Posts: 5

Intermittent disconnects multiple times daily; more when backing up to subscription service

I'm on my second CGN3ROG device now. After experiencing a lot of instability on the first one in recent weeks, I swapped it out to see everything stabilize - until tonight. Disconnects seem to occur more often when one of my machines is backing up to Backblaze. They last about five minutes apiece, and the modem indicates a pending Registration.
 
Ranging Request Retries exhausted;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.0;
 
I can see by the forums that this is a pretty common problem. After a year and a half of being with Rogers, this is a new item for me. DOCSIS WAN paste below.
 

Downstream Overview
Port ID
Frequency (MHz)
Modulation
Signal strength (dBmV)
Channel ID
Signal noise ratio (dB)
1
591000000
256QAM
5.200
7
38.983
2
579000000
256QAM
5.600
5
38.983
3
585000000
256QAM
5.300
6
38.983
4
303000000
256QAM
4.300
1
38.605
5
597000000
256QAM
5.400
8
38.605
6
603000000
256QAM
5.700
9
38.983
7
609000000
256QAM
5.600
10
38.605
8
615000000
256QAM
5.400
11
38.983
9
621000000
256QAM
5.600
12
38.983
10
633000000
256QAM
5.300
13
38.983
11
639000000
256QAM
5.700
14
38.983
12
645000000
256QAM
5.500
15
38.983
13
651000000
256QAM
5.900
16
38.605
14
657000000
256QAM
5.700
17
38.605
15
663000000
256QAM
5.800
18
38.983
16
669000000
256QAM
5.800
19
38.983
17
675000000
256QAM
5.700
20
38.983
18
681000000
256QAM
6.000
21
38.983
19
687000000
256QAM
5.700
22
38.605
20
693000000
256QAM
6.100
23
38.983
21
699000000
256QAM
5.800
24
38.605
22
705000000
256QAM
5.900
25
38.983
23
711000000
256QAM
6.000
26
38.983
24
717000000
256QAM
5.500
27
38.983

Upstream Overview
Port ID
Frequency (MHz)
Modulation
Signal strength (dBmV)
Channel ID
Bandwidth
1
30596000
ATDMA - 64QAM
37.000
4
6400000
2
38596000
ATDMA - 64QAM
37.000
6
3200000
3
23700000
ATDMA - 64QAM
37.000
5
6400000
Resident Expert
Resident Expert
Posts: 6,056

Re: Intermittent disconnects multiple times daily; more when backing up to subscription service

@Don_Thate can you delete the CM-MAC address please.  It shouldn't be left out in the open in an open forum such as this.  

 

Your signal levels aren't bad.  The downstream signal levels are a little higher than I would like to see, but they're ok where they are.  The signal to noise ratios are ok, they're in the middle of the normal 36 to 40 dB range and the upstream levels are ok as well, sitting in the normal 36 to 40 dB range.

 

What protocol are you running for the backups?  UDP or TCP/IP and is this via VPN or IPSEC tunnel?



I'm Here A Lot
Posts: 5

Re: Intermittent disconnects multiple times daily; more when backing up to subscription service

Thanks for the quick reply! I'm not sure if those signals are during a brief disconnect or not; I'll try to grab them during a longer outage next time. MACs have been redacted.

Backblaze uses 443 (protocol not specified); no tunnel.
Resident Expert
Resident Expert
Posts: 6,056

Re: Intermittent disconnects multiple times daily; more when backing up to subscription service

@Don_Thate can you check for a VPN passthrough page on the modem and enable the SSL passthrough if its listed.   If its in the firmware for that modem, look under SECURITY .... VPN Pass-through.  If its there, please enable it and reboot the modem, ADMIN .... DEVICE RESET .... Reboot.



I'm Here A Lot
Posts: 5

Re: Intermittent disconnects multiple times daily; more when backing up to subscription service

Already enabled on all counts - IPSec, PPTP, and L2TP.
Resident Expert
Resident Expert
Posts: 6,056

Re: Intermittent disconnects multiple times daily; more when backing up to subscription service

Ok, hmm...  Is this a recent occurrence or has this been occurring from the first time that you ran a backup?  Whats the backstory in terms of the backup use history versus the disconnects that you're seeing now?  Your modem should have firmware version  4.5.8.37T5 loaded as seen on the modem's STATUS page.   That page is displayed when you log into the modem.  4.5.8.37T5 was released on Jun 13, 2018, so, just wondering when the disconnects started and whether or not they might be related to the modem's firmware update?  

 

Running VPNs thru the Hitron modems have always been problematic although my better half uses a VPN without any issues.  In our case the modem is running in Gateway mode with a router behind it.  The backup web site indicates the use of SSL, which to me implies the use of OpenVPN to run the backup to the server.  I might be wrong on that one as the web site is pretty scarce on the details.  If you checked the Windows Control Panel .... Programs and Features, I wonder if you would see OpenVPN or any other VPN loaded?  If you don't use VPNs for anything, that would probably confirm that the backup is done via VPN. 



I'm Here A Lot
Posts: 5

Re: Intermittent disconnects multiple times daily; more when backing up to subscription service

So, I was talking to my own better half about this and looking over historical information - it may be exacerbated by the backups (or not!) but these outages did start sometime earlier in the summer, definitely not early September when we started our Backblaze subscription. That would put us more in line with the firmware date (version is what you provided below).

 

Funny enough, for years I have been running the modem in gateway mode; my first troubleshooting step when these disconnects became more frequent was to remove the router as the culprit and just swap back to using the modem solo, which didn't help. I just haven't put the router back online yet. There's no VPN specified on the machine doing backups to Backblaze, and I have used L2TP and IPSec VPNs pretty extensively in the past for work / testing which haven't had any issues on their own.

I'm Here A Lot
Posts: 5

Re: Intermittent disconnects multiple times daily; more when backing up to subscription service

So, another - slightly longer - interruption tonight, for which I had to actually reboot the modem this time. Different errors in the event log. Private information redacted.

 

1610/13/18 22:27:0282000300criticalRanging Request Retries exhausted
1710/13/18 22:27:0282000600criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted
1810/13/18 22:28:1182000200criticalNo Ranging Response received - T3 time-out
1910/13/18 22:31:4268000500criticalTFTP failed - Request sent - No Response;
2010/13/18 22:31:4368001101criticalTFTP Request Retries exceeded, CM unable to register
Highlighted
I Plan to Stick Around
Posts: 11

Re: Intermittent disconnects multiple times daily; more when backing up to subscription service


@Don_Thate wrote:
I'm on my second CGN3ROG device now. After experiencing a lot of instability on the first one in recent weeks, I swapped it out to see everything stabilize - until tonight. Disconnects seem to occur more often when one of my machines is backing up to Backblaze. They last about five minutes apiece, and the modem indicates a pending Registration.
 
Ranging Request Retries exhausted;CM-MAC=[REDACTED];CMTS-MAC=[REDACTED];CM-QOS=1.1;CM-VER=3.0;
 
I can see by the forums that this is a pretty common problem. After a year and a half of being with Rogers, this is a new item for me. DOCSIS WAN paste below.
 

Downstream Overview
Port ID
Frequency (MHz)
Modulation
Signal strength (dBmV)
Channel ID
Signal noise ratio (dB)
1
591000000
256QAM
5.200
7
38.983
2
579000000
256QAM
5.600
5
38.983
3
585000000
256QAM
5.300
6
38.983
4
303000000
256QAM
4.300
1
38.605
5
597000000
256QAM
5.400
8
38.605
6
603000000
256QAM
5.700
9
38.983
7
609000000
256QAM
5.600
10
38.605
8
615000000
256QAM
5.400
11
38.983
9
621000000
256QAM
5.600
12
38.983
10
633000000
256QAM
5.300
13
38.983
11
639000000
256QAM
5.700
14
38.983
12
645000000
256QAM
5.500
15
38.983
13
651000000
256QAM
5.900
16
38.605
14
657000000
256QAM
5.700
17
38.605
15
663000000
256QAM
5.800
18
38.983
16
669000000
256QAM
5.800
19
38.983
17
675000000
256QAM
5.700
20
38.983
18
681000000
256QAM
6.000
21
38.983
19
687000000
256QAM
5.700
22
38.605
20
693000000
256QAM
6.100
23
38.983
21
699000000
256QAM
5.800
24
38.605
22
705000000
256QAM
5.900
25
38.983
23
711000000
256QAM
6.000
26
38.983
24
717000000
256QAM
5.500
27
38.983

Upstream Overview
Port ID
Frequency (MHz)
Modulation
Signal strength (dBmV)
Channel ID
Bandwidth
1
30596000
ATDMA - 64QAM
37.000
4
6400000
2
38596000
ATDMA - 64QAM
37.000
6
3200000
3
23700000
ATDMA - 64QAM
37.000
5
6400000

In the event that you checked the Windows Control Panel Programs and Features, I think about whether you would see OpenVPN or some other VPN stacked? In the event that you don't utilize VPNs for anything, that would presumably affirm that the reinforcement is done by means of VPN

Resident Expert
Resident Expert
Posts: 6,056

Re: Intermittent disconnects multiple times daily; more when backing up to subscription service

@Don_Thate at this point I'd run a factory reset on the modem, just to see if that manages to resolve the issue.  If not, I'd replace the modem with a CGN3ACSMR, or a CGNM-3552.  As I don't know what internet plan you're on, you should be able to replace your current modem with either of those models without difficulty.  Since the problem appears to have started earlier this summer I can only conclude that the firmware update is related to the problem.  That modem is the first Hitron CGNxxxx modem released by Rogers, so its been around for about three to four years now. 

 

If you happen to on an unlimited plan, you would be eligible to use a CODA-4582.  That modem requires a work order to replace the modem, which requires a call to Customer Service.  This is a recent development.  I'm not sure if the same rule applies to replacing any and all modems thru the local Rogers store.  You should call the local Rogers store to see what their current policy happens to be.  I've heard from Customer Service that some stores require a work order to upgrade modems, and some don't.  I don't know what the differentiation is from store to store.  

 

At the end of the day, there is not guarantee that swapping modems would resolve the issue.  Although the modem firmware is closely related across the CGNxxxx models, they're not exactly the same.  The CODA-4582 is probably vastly different, but, who knows these days with code re-use in practice.  

 

Fwiw, I'd change modems anyways in order to run 802.11ac in the 5 GHz wifi band.  From what I remember, the CGN3ROG is not 802.11ac capable, so, that alone might make it worth switching as it should improve your wifi throughput rates.