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SB5101 cable modem disconnecting randomly

Posted by
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Message 1 of 7
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I'm having an issue with my cable modem rebooting itself to attempt to apply updates.  The update file seems to be correct for my model modem.  It just keeps failing.  Here is a sample of the log file from the modem:

 

 

2012-09-26 13:12:03 4-Error E107.0 SW upgrade Failed after download - Incompatible SW file
2012-09-26 13:12:00 6-Notice E102.0 SW Download INIT - Via Config file d11_m_sb5101_silverpboost_c01.cm
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
2012-09-26 13:11:15 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2012-09-26 13:11:15 3-Critical R004.0 Received Response to Broadcast Maintenance Request

 

Here are my Signal levels:

Upstream power: 37.7 dBmV

Downstream power: 1.3 dBmV

Signal to Noise Ratio: 36.1 dB

 

I have worked with Comcast technicians through Chat.  I have restarted the modem and connected to the source cable bypassing the splitter.

 

 

 

6 REPLIES
Posted by
Connection Expert

Message 2 of 7
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Try contacting Comcast Steve about this issue via a private message here;

 

http://forums.comcast.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/214920

 

I will make him aware of your topic here as well.

 




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Posted by
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Message 3 of 7
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I am having the exact same problems , could you please post your conversation regarding your attemps to correct this issue. 

 

Thabnk you

 

Posted by
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Message 4 of 7
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Thanks!  I've sent a message to Comcast Steve as you suggested.

Posted by
Connection Expert

Message 5 of 7
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Good luck with it ! Smiley Happy




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Message 6 of 7
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An update on what happened:  A Comcast technician came out today to work on the issue.  One of the issues was that Comcast could not see that the modem was online from their end.  The model number of the modem is 5101N.  From what I have read elsewhere, the N model may not be fully supported by Comcast.  The Comcast tech swapped out the modem to a 5101U.  Since I own the modem, the tech said I can borrow it for a few days until I buy a new modem.  I'll probably buy a 6121 or equivalent that is on Comcast's approved list as the permanent solution.  The 5101U accepted the config file and Comcast can now see the modem status on the backend.  Everything seems to be working well now.

 

Thank you for your help.

Posted by
Connection Expert

Message 7 of 7
1,273 Views

The 6121 is only a 4x4 multiple bonded channel capable DOCSIS 3 device. Why not get one of the newer 8x4 capable modems and make an even more future proof purchase !




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