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Scipi0
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7 Messages

Saturday, July 31st, 2021 10:10 PM

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Arris SB8200 Firmware Not Updating

I purchased a refurbished Arris SB8200 modem after upgrading to 1.2 Gbps service. After contacting customer service to provision the modem, I noticed the firmware is an old version and the update repeatedly fails. My goal is to utilize >gigabit speeds by enabling link aggregation. Unfortunately, link aggregation is not available in old versions of the SB8200 firmware.


Has anyone resolved this issue? There appear to be many similar posts. 


Firmware version: D31CM-PEREGRINE-1.0.1.0-GA-04-NOSH

The event log in my modem shows the following error when attempting to update:

Time Priority Description
7-31-2021, 11:59:51 Error(4) "SW upgrade Failed after download - Incompatible SW file"
7-31-2021, 11:59:50 Notice(6) "SW Download INIT - Via Config file d11_m_sb8200_gigabit_c01.cm"

Question

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Updated 

3 years ago

 • Edited

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Accepted Solution

Scipi0

Visitor

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7 Messages

3 years ago

Arris support ended up connecting me with someone helpful who determined that my modem was defective. I decided to return and replace with a Motorola MB8600 with link aggregation active and now my Xfinity is speed testing at 1170mbps down 43mbps up. 

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XfinityRay

Official Employee

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1.8K Messages

Thank you for the update on what fixed the issue, @Scipi0. I am glad that you were able to connect with Arris and that the Motorola is working great. We appreciate the time you spent going over things with us. If you need any further assistance in the future please create a new thread. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

Scipi0

Visitor

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7 Messages

3 years ago

Extended event log:

Time Priority Description
7-31-2021, 11:59:51 Error(4) "SW upgrade Failed after download - Incompatible SW file"
7-31-2021, 11:59:50 Notice(6) "SW Download INIT - Via Config file d11_m_sb8200_gigabit_c01.cm"
7-31-2021, 11:59:24 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:1:36 Notice(6) "Honoring MDD; IP provisioning mode = IPv6"
1-1-1970, 0:1:32 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:1:27 Warning(5) "ToD request sent- No Response received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:1:24 Critical(3) "TFTP Request Retries exceeded, CM unable to register "
1-1-1970, 0:1:24 Critical(3) "TFTP failed - Request sent - No Response;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:1:9 Warning(5) "ToD request sent- No Response received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:42 Notice(6) "Honoring MDD; IP provisioning mode = IPv6"
1-1-1970, 0:0:37 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:33 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
7-31-2021, 11:51:38 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:38 Critical(3) "No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:33 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
7-31-2021, 10:56:58 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;"
1-1-1970, 0:0:33 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
7-31-2021, 10:55:46 Critical(3) "Resetting the cable modem due to docsDevResetNow"
7-31-2021, 10:53:17 Critical(3) "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"]9;CM-QOS=1.1;CM-VER=3.1;"

(edited)

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0

Scipi0

Visitor

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7 Messages

3 years ago

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
4 Locked QAM256 405000000 Hz -4.6 dBmV 39.1 dB 0 0
5 Locked QAM256 411000000 Hz -4.5 dBmV 38.9 dB 0 0
6 Locked QAM256 417000000 Hz -4.5 dBmV 39.1 dB 0 0
7 Locked QAM256 423000000 Hz -4.7 dBmV 38.9 dB 0 0
8 Locked QAM256 429000000 Hz -4.7 dBmV 38.9 dB 0 0
9 Locked QAM256 435000000 Hz -4.5 dBmV 38.9 dB 0 0
10 Locked QAM256 441000000 Hz -4.5 dBmV 38.9 dB 0 0
11 Locked QAM256 447000000 Hz -4.7 dBmV 38.9 dB 0 0
12 Locked QAM256 453000000 Hz -4.8 dBmV 38.7 dB 0 0
13 Locked QAM256 459000000 Hz -4.7 dBmV 38.8 dB 0 0
14 Locked QAM256 465000000 Hz -4.7 dBmV 38.9 dB 0 0
15 Locked QAM256 471000000 Hz -4.8 dBmV 38.7 dB 0 0
16 Locked QAM256 477000000 Hz -5.0 dBmV 38.7 dB 0 0
17 Locked QAM256 483000000 Hz -5.1 dBmV 38.7 dB 0 0
18 Locked QAM256 489000000 Hz -5.0 dBmV 38.7 dB 0 0
19 Locked QAM256 495000000 Hz -5.0 dBmV 38.7 dB 0 0
20 Locked QAM256 507000000 Hz -5.4 dBmV 38.5 dB 0 0
21 Locked QAM256 513000000 Hz -5.6 dBmV 38.4 dB 0 0
22 Locked QAM256 519000000 Hz -5.7 dBmV 38.4 dB 0 0
23 Locked QAM256 525000000 Hz -5.9 dBmV 38.2 dB 0 0
24 Locked QAM256 531000000 Hz -5.9 dBmV 38.3 dB 0 0
25 Locked QAM256 537000000 Hz -6.1 dBmV 38.1 dB 0 0
26 Locked QAM256 543000000 Hz -6.5 dBmV 37.9 dB 0 0
27 Locked QAM256 549000000 Hz -6.9 dBmV 37.7 dB 0 0
28 Locked QAM256 555000000 Hz -7.0 dBmV 37.2 dB 0 0
29 Locked QAM256 561000000 Hz -7.0 dBmV 36.8 dB 0 0
30 Locked QAM256 567000000 Hz -7.2 dBmV 36.8 dB 0 0
31 Locked QAM256 573000000 Hz -7.4 dBmV 37.2 dB 0 0
32 Locked QAM256 579000000 Hz -7.6 dBmV 36.8 dB 0 0
33 Locked QAM256 585000000 Hz -7.7 dBmV 35.3 dB 0 0
34 Locked QAM256 591000000 Hz -7.9 dBmV 35.7 dB 0 0
48 Locked Other 850000000 Hz -11.4 dBmV 31.0 dB 4849015 102

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 2 Locked SC-QAM 22800000 Hz 6400000 Hz 46.3 dBmV
2 3 Locked SC-QAM 29200000 Hz 6400000 Hz 47.0 dBmV
3 1 Locked SC-QAM 16400000 Hz 6400000 Hz 46.5 dBmV
4 4 Locked SC-QAM 35600000 Hz 6400000 Hz 47.8 dBmV



(edited)

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CCTambrey

Gold Problem Solver

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3.4K Messages

3 years ago

Hello, @Scipi0. Thanks for reaching out to us here on the Xfinity Forums. We would be more than happy to review your situation more closely and make sure you're able to have the best internet experience possible. Please send us a Direct Message with your first and last name as well as your service address so we can assist. 

 

 

 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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