3 Messages
Boot File (not Firmware) Failing to Update on Arris SB8200
Every evening around midnight, an attempt gets made to update the firmware boot file of my parent's Arris SB8200 modem. The attempt fails every single time. I replaced their old modem about two weeks ago with the SB8200, which was previously my old modem, and noticed the failures over the past week.
EDIT: Corrected the Subject because the file that's being pushed is a boot file and not a firmware update.
Here's a sample of the event log from last night:
| Date Time | Event ID | Event Level | Description |
|---|---|---|---|
| 08/25/2023 00:48 | 69010800 | 4 | "SW upgrade Failed after download - SW File corruption" |
| 08/25/2023 00:48 | 69020200 | 4 | "Code File Manufacturer CVC Validation Failure" |
| 08/25/2023 00:48 | 69010100 | 6 | "SW Download INIT - Via NMS" |
| 08/25/2023 00:03 | 69010700 | 4 | "SW upgrade Failed after download - Incompatible SW file" |
| 08/25/2023 00:03 | 69010200 | 6 | "SW Download INIT - Via Config file d11_m_sb8200_superfast_c01.cm" |
| 08/25/2023 00:03 | 67061600 | 6 | "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[REDACTED];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;" |
| 01/01/1970 00:00 | 2436694066 | 6 | "Honoring MDD; IP provisioning mode = IPv6" |
| 01/01/1970 00:00 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[REDACTED];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" |
| 08/25/2023 00:02 | 2436694044 | 3 | "Resetting the cable modem due to docsDevResetNow" |
| 01/01/1970 00:00 | 84000100 | 3 | "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[REDACTED];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;" |
There aren't any connectivity issues. Both the download and upload speeds appear to be normal.
I've seen numerous posts about this particular issue and it seems like the only resolution is to work directly with support. I'm an authorized user on my parent's account and would appreciate some assistance with this. I noticed that the suggestion is to click the Chat icon next to the Bell icon, but I don't see that icon at all. Does it only show up on weekdays?
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