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hamham
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6 Messages

Friday, July 2nd, 2021 7:40 AM

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arris SB8200 modem doesn't upgrade software

my arris SB8200:

Standard Specification Compliant Docsis 3.1
Hardware Version 6
Software Version AB01.01.009.27_081619_183.0A.NSH

error log:

07/01/2021 13:02 69010700 4 "SW upgrade Failed after download -Incompatible SW file"
07/01/2021 13:02 69010200 6 "SW Download INIT - Via Config file d11_m_sb8200_extremeproplus_c01.cm"

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Updated 

4 years ago

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hamham

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6 Messages

4 years ago

@ComcastMarcos  

@ComcastAmir 

hi Marcos and Amir,

I saw you guys fixed the issue for another customer, could either of you help me with the same incompatible SW issue?

thank you so much.

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gk1227

Contributor

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50 Messages

4 years ago

Would be curious to know what the correct SW file is for my plan on the SB8200.  In January, I had the following: AB01.02.053.01_112320_193.0A.NSH, and was receiving numerous incompatible SW file messages.  In March, the file reverted to the one in use prior to January: AB01.01.009.51_080720_183.0A.NSH and I am no longer receiving the SW error messages.   I am signed up for the 800mbps plan, but am only getting about 275.

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hamham

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6 Messages

@gk1227 sorry to hear that, your case is urgent than mine, I still get the 800Mbps committed speed.

4 years ago

0

EG

Expert

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111.7K Messages

4 years ago

FWIW and as an FYI here. Modem software / firmware loads have nothing directly to do with speeds. The configuration file / Boot file that they also push does.

6

gk1227

Contributor

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50 Messages

Thanks.  Good info.  So there's really no way to tell, then, whether the correct config file is in place...   After the plan change from 275 to 800, I never saw any speed increase.  Am probably at 100 "refresh signals" initiated by tech support that have no effect and still counting.

4 years ago

0

hamham

Visitor

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6 Messages

@gk1227 have you tried factory reset the modem by using the pin-hole?

4 years ago

0

EG

Expert

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111.7K Messages

@gk1227 wrote: "So there's really no way to tell, then, whether the correct config file is in place..."  

It depends on the make and model of the modem. Some modems display it in the user interface pages among the error log files. Some do not. 

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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4 years ago

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Andyross

Gold Problem Solver

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8K Messages

For the SB8200, go to the "Product Information" page to see the current software version. For reference, mine is AB01.02.053.01_112320_193.0A.NSH, and I have hardware version 6.

4 years ago

gk1227

Contributor

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50 Messages

Agree that the "product information" page is available.  My SB8200 has the same HW version.  I had the same SW file as you until 4/16/21, when Xfinity pushed a reversion to the previous file "AB01.01.009.51_080720_183.0A.NSH".  However, contributor EG above indicates that the speed is not set by the SW file but by a separate boot file.  Apparently, there's no way to identify what boot file has been loaded or whether it's been changed.  

4 years ago

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hamham

Visitor

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6 Messages

4 years ago

wow, still no comcast expert helping this issue, that (edited: Language)

(edited)

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pponce

Regular Visitor

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16 Messages

4 years ago

Navigate to
https://192.168.100.1/main.html

That page will tell you what config file you have loaded.

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EG

Expert

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111.7K Messages

@pponcedeleon

Not all do. As stated, it depends on the particular model's firmware coding.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

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