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user_37e460
1st Topic

Visitor

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3 Messages

Wednesday, May 18th, 2022 11:14 AM

Closed

DHCPv6 Missing Option 24 and Option 82 Persistent Cable Model Event Error Logs - Modem Completely Factory Resets Every Night

Hi, every night at about 3:30am my modem completely factory resets itself back to setup wifi name and the white flashing light is on. I get the errors below in the event logs. I am a new customer and have the Xfinity issued equipment. This has happened 4 nights in a row (Every day I've had Xfinity service). I see that this is an error experienced by a lot of folks. I have done all trouble shooting on the App and reset many times. Any help is appreciated. Thanks.

[Harvester][2431]: Harvester StartRadioTrafficHarvesting Starting Thread to start RadioTraffic Data Harvesting 2022/5/18 03:30:19 Notice
[Harvester][2431]: Harvester StartAssociatedDeviceHarvesting : Started Thread to start DeviceData Harvesting 2022/5/18 03:30:19 Notice
DHCPv6[9245]: 72001002-DHCPv6 Provision - Completed 2022/5/18 03:29:24 Informational
DHCPv6[9245]: 72001011-DHCPv6 - Missing Required Option 82 2022/5/18 03:29:21 Critical
DHCPv6[9245]: 72001011-DHCPv6 - Missing Required Option 24 2022/5/18 03:29:21 Critical
DHCPv6[9245]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed May 18 08:29:20 2022 2022/5/18 03:29:21 Critical
DHCPv6[9245]: 72001011-DHCPv6 - Missing Required Option 82 2022/5/18 03:29:20 Critical
DHCPv6[9245]: 72001011-DHCPv6 - Missing Required Option 24 2022/5/18 03:29:20 Critical

FW.IPv6 INPUT drop , 1078 Attempts, 2022/5/18 06:05:57 Firewall Blocked
FW.IPv6 INPUT drop , 77 Attempts, 2022/5/18 03:58:00 Firewall Blocked
FW.IPv6 FORWARD drop , 10 Attempts, 2022/5/18 03:34:38 Firewall Blocked

Question

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Updated 

3 years ago

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CCChelseaA

Problem Solver

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637 Messages

3 years ago

Well hello there!
Welcome to the Comcast family! 🙂
We appreciate you taking the time to bring this to our attention here within our very own Comcast community! Rest assured, you've come to the right place to get to the bottom of this!
I can certainly understand what a pain in the neck it would be to have to re-establish all the network information after every time this happens!
Thus far, have you done any troubleshooting via the Xfinity website or perhaps by using the Xfinity My Account application? 
If not, no worries at all! It does indeed give us a good starting point, so that we're not having you repeat any steps over again!

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user_37e460

Visitor

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3 Messages

@XfinityChelseaA​ Hi, thank you for your response. Of course as soon as I posted, next day everything starting working without anymore resets. I haven't had any more issues in the last few days. Thank you very much for your assistance anyways.. 

3 years ago

0

XfinityRoberto

Official Employee

 • 

1.8K Messages

@user_37e460 I am happy to hear that your service is working better and no longer experiencing issues with the service. Please do not hesitate to reach out back to us if there is anything else we can assist you with. We are here for you 24/7 365 days. 

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

user_37e460

Visitor

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3 Messages

Hello @XfinityRoberto  @XfinityChelseaA  I am experiencing the same issue again. Every night for the last 8 nights my router has reset to factory defaults and to Setup mode, requiring me to completely reconfigure my network every morning.  Getting similar errors "DHCPv6[9245]: 72001011-DHCPv6 - Missing Required Option 24" and "FW.IPv6 INPUT drop , 1078 Attempts, 2022/5/18 06:05:57". Nothing has changed on my end since the previous time this was happening. Please help. I see that this is common and not many solutions. I would like to go directly to swapping out my modem/router for a new one. Please advise asap. 

3 years ago

0

XfinityGabby

Official Employee

 • 

1.5K Messages

Hey there @user_37e460, sorry to hear you're still experiencing issues with the device. Please send a Direct Message with your full name and address to further look into this. 

 

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

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