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JA_AZ's avatar
JA_AZ
New Contributor
12 years ago

Every 24 hours at ~2am, my modem loses connection (Resetting the cable modem due to docsDevResetNow)

This just started a couple weeks ago and always occurs between 1:55-2:00 AM every day (Resetting the cable modem due to docsDevResetNow ). This is during the time when my scheduled cloud backups occur. Infuriating! Resetting the modem mid-day does not cause the modem to reset the following day at the same time. No, this is some regularly scheduled event happening at around 2 AM every day, and I'd like to get support/explanation for why this is happening.

Equipment:

CG3000D-RG

Standard Specification Compliant DOCSIS 3.0
Hardware Version 1.04A
Software Version V5.5.4.mp2_CPR14c

Event Log:

Time Priority Description
 Thu Dec 27 02:00:20 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Thu Dec 27 01:59:38 2012    Notice (6)   TLV-11 - unrecognized OID;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Thu Dec 27 01:58:39 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Wed Dec 26 01:56:12 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Tue Dec 25 09:14:12 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 25 01:57:35 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 25 01:55:55 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon Dec 24 02:01:18 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Mon Dec 24 01:59:39 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Sun Dec 23 02:00:45 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Sun Dec 23 01:59:04 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Sat Dec 22 01:59:16 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Sat Dec 22 01:57:35 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Fri Dec 21 01:58:48 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Fri Dec 21 01:57:08 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Thu Dec 20 01:57:54 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Thu Dec 20 01:56:12 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Wed Dec 19 01:56:56 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Tue Dec 18 01:58:00 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Tue Dec 18 01:56:20 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Mon Dec 17 01:55:03 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Mon Dec 17 01:53:25 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Sun Dec 16 01:57:33 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Sun Dec 16 01:55:53 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Sat Dec 15 01:58:03 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Sat Dec 15 01:56:24 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
 Fri Dec 14 14:30:21 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to receive MAC SYNC frame within time-out period;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Fri Dec 14 14:29:58 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Fri Dec 14 14:29:46 2012    Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Fri Dec 14 01:56:10 2012    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED;CMTS-MAC=00:1b:d5:fe:be:78;CM-QOS=1.1;CM-VER=3.0; 
 Fri Dec 14 01:54:27 2012    Critical (3)   Resetting the cable modem due to docsDevResetNow 
  • gwar9999's avatar
    gwar9999
    New Contributor

    I have the same problem except mine resets at midnight (possibly because of different timezones).  Even worse than the nightly network disconnects the modem password is often reset to the factory default (which is well known-- it's in the manual-- and thus is a significant security flaw).  My "friends" in the digital age don't seem to care about my security or my user experience but at least they certainly care about taking my money (with friends like that....).

    To make matters even worse, I was told to call the home network department (877-216-9014) and after a lengthy call it was first explained to me that this was how dhcp worked and it needed to occur each day so I asked if it could occur at a different time, say 4 AM.  it was then explained that this setting can indeed be changed within the modem but they can't do it for me because I'm not a home network program (or whatever it's called) subscriber.  This is a Cox modem which I purchased from Cox and they want me to pay for another subscription (to go along w/ my cable, phone and internet subscriptions) for Cox to fix the issue that Cox causes?!?!  That is, my home network configuration has nothing to do with this issue (except that the devices have this strange requirement where they'd like to use the internet... uninterrupted)-- it's all Cox!  Hilariously, I then asked if these magical settings were something that I could update but was told it's awfully complicated and I'd have trouble finding it but I should be able to find what I need in the manual (which of course the manual doesn't have any info related to this).

    My guess is, even if I paid for the additional subscription Cox wouldn't be able to change the modem settings  but would happily take some more of my money.  FWIW, I've looked at every user editable option within the web admin pages of the modem and there is nothing relevant.  

  • KipK's avatar
    KipK
    Valued Contributor II

    I honestly don't know of any setting within the modem that could be changed to alter the likelihood or frequency of resets other than making sure it responds to WAN pings, which I think is on by default now anyway. We may be resetting CG3000s that don't respond to WAN pings to overcome a freezing issue. Other than that, the only reason for external resets would be things that can't be changed such as system maintenance, but that should not happen on a daily basis.

    If you'd like us to investigate your modem signal or logs, you can send your service address to CoxHelp@cox.com and reference this post, and we'll take a look.