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Arris SB8200 - Modem keeps rebooting ... logs say "SW upgrade Failed after download -Incompatible SW file"
Hello,
Been with Xfinity with over a year now with no significant issues. Old modem worked fine, no dropouts and very stable. I upgraded my plan, but to get higher speeds I upgraded my modem to SB8200. Activation went fine, in fact I activated multiple times with agent/self activation. Multiple times because I switched back to old modem to get reliable internet.
Now the modem reboot about every hour. Spoke to Xfinity agent and they suggested to talk to the manufacturer. Spoke to Arris and they said I need to talk to Xfinity to increase the cable signal strength as it was not within range. About a month back a technician did visit and changed the cable from the pole to the house because squirrels had chewed through the cable. Talked to Xfinity back and they want to send a technician again. I asked to do something about the signal strength and the software update issue. They want to send the technician.
Arris shares signal strength in their FAQ page and clearly mine are out of tolerance, specifically for "Upstream Bonded Channels":
Here are the readings from the modem page:
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | 507000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed | |
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 20 | Locked | QAM256 | 507000000 Hz | -3.6 dBmV | 37.0 dB | 16965 | 23440 |
| 4 | Locked | QAM256 | 405000000 Hz | 1.6 dBmV | 41.0 dB | 7930 | 3508 |
| 5 | Locked | QAM256 | 411000000 Hz | 1.5 dBmV | 41.1 dB | 11654 | 15273 |
| 6 | Locked | QAM256 | 417000000 Hz | 0.9 dBmV | 40.6 dB | 11725 | 15261 |
| 7 | Locked | QAM256 | 423000000 Hz | 0.9 dBmV | 40.8 dB | 11901 | 14889 |
| 8 | Locked | QAM256 | 429000000 Hz | 1.2 dBmV | 41.2 dB | 11486 | 14534 |
| 9 | Locked | QAM256 | 435000000 Hz | 0.7 dBmV | 40.6 dB | 11802 | 14868 |
| 10 | Locked | QAM256 | 441000000 Hz | 0.0 dBmV | 40.2 dB | 11777 | 15284 |
| 11 | Locked | QAM256 | 447000000 Hz | 0.0 dBmV | 40.2 dB | 11944 | 16181 |
| 12 | Locked | QAM256 | 453000000 Hz | -0.2 dBmV | 40.1 dB | 12061 | 16084 |
| 13 | Locked | QAM256 | 459000000 Hz | -0.6 dBmV | 39.9 dB | 12871 | 17489 |
| 14 | Locked | QAM256 | 465000000 Hz | -0.8 dBmV | 40.0 dB | 13836 | 19371 |
| 15 | Locked | QAM256 | 471000000 Hz | -1.1 dBmV | 39.4 dB | 15875 | 23694 |
| 16 | Locked | QAM256 | 477000000 Hz | -1.7 dBmV | 39.2 dB | 17157 | 25353 |
| 17 | Locked | QAM256 | 483000000 Hz | -2.2 dBmV | 39.0 dB | 19323 | 30221 |
| 18 | Locked | QAM256 | 489000000 Hz | -2.3 dBmV | 38.8 dB | 20141 | 31411 |
| 19 | Locked | QAM256 | 495000000 Hz | -2.7 dBmV | 38.4 dB | 19180 | 26497 |
| 21 | Locked | QAM256 | 513000000 Hz | -3.8 dBmV | 37.5 dB | 14115 | 16548 |
| 22 | Locked | QAM256 | 519000000 Hz | -4.1 dBmV | 36.4 dB | 11686 | 15196 |
| 23 | Locked | QAM256 | 525000000 Hz | -4.3 dBmV | 36.5 dB | 11077 | 14431 |
| 24 | Locked | QAM256 | 531000000 Hz | -4.3 dBmV | 36.9 dB | 10715 | 14309 |
| 25 | Locked | QAM256 | 543000000 Hz | -4.6 dBmV | 36.9 dB | 10572 | 13980 |
| 26 | Locked | QAM256 | 549000000 Hz | -4.5 dBmV | 37.1 dB | 10603 | 14376 |
| 27 | Locked | QAM256 | 555000000 Hz | -4.4 dBmV | 37.1 dB | 10554 | 14029 |
| 28 | Locked | QAM256 | 561000000 Hz | -4.5 dBmV | 37.0 dB | 10470 | 14406 |
| 29 | Locked | QAM256 | 567000000 Hz | -4.3 dBmV | 37.1 dB | 10234 | 13840 |
| 30 | Locked | QAM256 | 573000000 Hz | -4.2 dBmV | 37.5 dB | 10265 | 13610 |
| 31 | Locked | QAM256 | 579000000 Hz | -4.4 dBmV | 37.1 dB | 10291 | 14071 |
| 32 | Locked | QAM256 | 585000000 Hz | -4.7 dBmV | 37.1 dB | 9910 | 13468 |
| 33 | Locked | QAM256 | 591000000 Hz | -4.8 dBmV | 37.1 dB | 9759 | 13077 |
| 34 | Locked | QAM256 | 597000000 Hz | -4.6 dBmV | 37.0 dB | 9675 | 13605 |
| 48 | Locked | Other | 688000000 Hz | -3.5 dBmV | 34.8 dB | 1129953905 | 7986 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
| 1 | 4 | Locked | SC-QAM Upstream | 36700000 Hz | 6400000 Hz | 37.0 dBmV |
| 2 | 1 | Locked | SC-QAM Upstream | 17300000 Hz | 6400000 Hz | 38.0 dBmV |
| 3 | 2 | Locked | SC-QAM Upstream | 23700000 Hz | 6400000 Hz | 37.0 dBmV |
| 4 | 3 | Locked | SC-QAM Upstream | 30300000 Hz | 6400000 Hz | 37.0 dBmV |
| 5 | 5 | Locked | SC-QAM Upstream | 41200000 Hz | 1600000 Hz | 36.0 dBmV |
Here are the event logs:
| Date Time | Event ID | Event Level | Description |
|---|---|---|---|
| 07/05/2021 17:48 | 69010700 | 4 | "SW upgrade Failed after download -Incompatible SW file" |
| 07/05/2021 17:48 | 69010200 | 6 | "SW Download INIT - Via Config file d11_m_sb8200_blastproplus_c01.cm" |
| 07/05/2021 17:48 | 67061600 | 6 | "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
| 07/05/2021 17:48 | 2436694066 | 6 | "Honoring MDD; IP provisioning mode = IPv6" |
| 07/05/2021 17:47 | 82000200 | 3 | "No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;" |
Getting frustrated that while they are trying to help, but not really looking at the issue that I'm giving them information for.
Do any if you guys have similar issue?
XfinityRay
Official Employee
•
3K Messages
4 years ago
Hello, @user2020_ns. Thank you for contacting our community for help with the internet. I see that you have also sent a chat message so we will be responding there shortly so we can look further into your signal levels and get this fixed. We appreciate your patience.
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