JarredE's profile

New Poster

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1 Message

Sun, Dec 1, 2019 7:00 AM

XFi App connected devices not showing

I just got a new gateway and installed with some help from customer support yesterday. I had previously been using the old gateway as a pass through to my own router, but was impressed with the XFi app and the management and control options available there, so this time I’m using the gateway as modem and router. It’s been connected for 24 hours, and still only shows 1 device (an Xbox One gaming console) as connected. There are 3 iPhones, 1 iPad, and a Netgear WiFi extender actively connected via WiFi. Additionally, an Xbox One, PC and HP printer are connected via wired connection.

Why are my devices not showing as connected so that I can assign and manage them? This is one of the primary features that I would like to be able to use.

Gateway model # is DPC3941T.

Thanks

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Responses

Official Employee

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712 Messages

2 y ago

Hi @JarredE, this was a known issue a while back. It's since been resolved, however it does look like you have an older version of firmware on your device. Can you please try rebooting your Gateways two times to get the latest firmware version loaded?

 

To reboot, you can either:

1. Unplug the Gateway's power cord, wait 10 seconds and plug it back in. Once the Gateway comes back online, unplug it again, wait 10 seconds and then plug it back in. 

2. Trigger a Gateway restart through xFi (from the bottom of the overview page), wait until xFi shows your Gateway as Online and then trigger another restart from xFi. 

 

You can check your firmware in xFi under Network > Gateway > Gateway Details. You should see the firmware update from the current "DPC3941_3.3..." to "dcp3941_3.12..." after the reboots. If it does not, please reach back out and we can troubleshoot. 

New Poster

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1 Message

2 y ago

@ComcastBrittany

I have this same issue. Devices are not showing in the app that are in fact connected and therefore I cannot use parental control on kids devices.

I have the same gateway as originating poster, and I have the updated firmware (3.12). Issue still persists. Please help.

Regular Visitor

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2 Messages

1 y ago

I have this issue as well.  My gateway model is CGM4140COM and the firmware is 4.0p9s1

Thanks

EG

Expert

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87.2K Messages

1 y ago

.@Bobby1024

 

Please create a new topic of your own here on this board detailing your issue. Dead thread from last year now being closed.

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