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.
Solved! Solved! Go to Solution.
Any ideas when the firmware will be officially released?
At this time I cannot provide any official timelines.
Some issues were reported as part of the firmware trial program and we have to make a decision if 220.127.116.11T6 is the version that will go live in production or if we can include additional corrections and enhancements requested in this community.
If you are interested, feel free to join the trial program and you will get access to this firmware before the official rollout.
Running CGN3 in bridge mode for over a year with no issues, no recent changes to my setup. Over the last week or two I have been losing internet access approximately every 24 hours. LEDs on the CGN3 look normal (green power, blue up/down, green internet status) except when I lose internet the LAN LED turns off. Rebooting the CGN3 solves the problem immediately but I will lose internet connectivity again within a day.
It's a known issue with the beta firmware potentially containing a fix. You can wait until the final version of the firmware is fixed or sign-up for the beta trial. Take a look here http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/thread-id/3315...
As someone already replied, it's a known issue which was first reported by the user community and doumented in great detail as to the reasons why. The RE's provided really good information (Rogers should hire them!). Rogers reps finally chimed in with a beta fix. I have the same issue and now getting the beta fix which hopefully will solve it. What's really crazy is that none of the front line tech reps nor level 2 reps have any idea about this issue, so don't bother calling them (for real). It's like the "community reps" and the call centre techs don't communicate which is really unfortunate. Hopefully that will change in the future.
Thanks for the replies. So is this a recent firmware update that is causing the issue? It just seems odd to me that everything was working well for over a year and then the connection starts dropping.
I'm not sure how firmware for this modem works - is it pushed out automatically from Rogers to users? Will it still update in bridge mode?
I read through the 20 pages of posts on this issue and it sounds like the issue has to do with the fact that Rogers is upgrading their back-end network in many areas to handle Gigabit services. This new equipment is apparently what makes the modem have some issue that shuts down the LAN Ports (from what I can read). So there is a beta version of a new firmware that you need to get through the Community Helps (follow the instructions) page which is supposed to fix it (people have reported that it resolves the issue). I'm now waiting to get mine. But you have to request it to get it -- not automatically rolled out to everyone as it's not yet a fully approved update. And yes, they can push it out in bridge mode (Mine is too).
@jsorhaug I would say that your summation is spot on. The problem between the Casa Systems CMTS equipment and the CGN3ACSMRs / CGNM-3552s is an unexpected issue which I would conclude did not show up in lab testing. This isn't the first time that real world application of new equipment uncovers unexpected problems and I'm sure it won't be the last, no matter what field of endeavour we're talking about.
Thanks for all of your input into this issue in the main thread. Very, very helpful! No doubt that these things can happen, but I would assume that a lot of people must be affected by this of which many, if not most, won't discover this forum and stuck dealing with rogers call centre who do not even know about this issue? Anyway, hopefully I'm getting my firmware soon. I was told 48-72 hrs (which seems a bit too loooong), hopefully it will come quicker.
Hi again Datalink,
I got my .21 firmware overnight, so the LAN port shut down issue is taken care of which is great. I also had a Rogers tech over this morning to look into the quality of the signal coming to my house (call centre said that a test they ran saw noise on my line). He replaced the ground wire circuit outside my house (which he said could have caused some issues), but otherwise said the signal was good. I've read in some of your other posts that a signal noise ratio above 40 db is high (mine is ~41 db on all ports), and that signal strength should be 0 (mine is 2-3 across the ports). I have new wiring (less than 5 years old) coming into the house and inside the house. All connectors and splitters were recently changed. Thoughts?
Thanks a lot!
That signal to noise ratio isn't actually a signal to noise ratio. Its really a Modulation Error Rate that is shown as a Signal to Noise ratio for simplicity's sake. So, beyond 40 dB would translate to very little error in the final quadrantal signal position versus where it should be. If you look at page 68 and beyond in the following brief, and I do mean just in passing, you can see examples of where the quadrantal signal points are for a perfect signal, and what happens if the signal is less than perfect. The greater the distance from the correct point in time and space so to speak, the lower the Signal to Noise ratio. Page 73 and 74 are good examples.
Over time, as the external cables and connectors age, the signal loss, from one end to the other increases, so the downstream signal levels drop and the upstream levels increase as the modem output power increases to counteract the losses heading back to the neighborhood node. That degradation normally takes several years.
There's two problems to this.
1. the lan cutting out on signal loss
2. what's causing the signal loss in the first place.
In bridge mode, is there a way of tracking the signals over time and capturing say to rsyslog server? Even possibly tracking things like the connection status?
Rogers Support is convinced it must be my internal hardware causing the signal loss... which is funny last time something like this happend they said things like... must be my linux computer, internal hardware, smart TV causing the internet interuptions... turned out the cable guy forgot to screw on the cable at the end of the street so any heavy vehical passing by caused it to shake loose a bit... wasn't till it fell off completely did they send someone to fix it.
So mostly want to track the singal loss to see if I can locate common events. May be due to over usage or something but need the logs to track the common events with my routers.
"Rogers Support" as in tech support? If so, don't bother. The forum is ahead of tech support on this issue.
If you have a CGN3ACSMR as seen by the product sticker at the back of the modem, then you should ask for the trial version firmware which is V18.104.22.168 which resolves the dead lan ports when a CGN3ACSMR or CGNM-3552 modem is connected to a Casa CMTS.
Have a look at the first post of the thread below. Then, as the post indicates, follow this link @CommunityHelps to navigate to the public page for Communityhelps. On the right hand side is another link to "Send this user a private message" Follow that link to the message composition page, fill in the title and text as required and hit send. Its already addressed. One of the moderators should get back to you via private message. Watch your name icon at the upper right hand corner for an overlaid number, and then select the name to bring up the popup overlay with a further link to an mail icon. Follow that link to the message inbox.
The firmware (.21) has been running now for 3 days and no issues with LAN Ports which is great. However, I still have frequent signal loss (as in at least twice or more a day). My router tells me that my internet connection has been up now for just an hr and 30 minutes. Why does it go down so "frequently"? Thoughts?