dlasher's profile

Regular Visitor

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2 Messages

Tue, Jun 15, 2021 4:29 AM

SB8200 firmware upgrade fails / can't enable bonding

purchased a new SB8200 to take advantage of the speed upgrades from DOCSIS3.1, two problems.

1. It appears that bonding requires a newer version of firmware than the modem shipped with

2. my CMTS doesn't appear to have a valid firmware for my modem, manual intervention required?

6-14-2021, 16:45:12 Error(4) "SW upgrade Failed after download - Incompatible SW file"

Presently running:
D31CM-PEREGRINE-1.0.1.0-GA-04-NOSH

Forums seem to suggest my modem should be running:
AB01.02.053.01_112320_193.0A.NSH

I've been through several people in tier1 support, they have no idea what to do.

(multiple reboots, factory default, etc, no change in firmware)


Responses

Official Employee

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132 Messages

3 m ago

Hello @dlasher. Thank you for taking the time to reach out and being part of the Comcast family. Only the manufacture can push software to their equipment. There is usually a website you can go to, to have firmware and software updates pushed to your equipment. I'd definitely reach out to them or consult your manual on where to go for firmware updates. 

jcaviani

Contributor

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23 Messages

@ComcastAntoine complete nonsense

EG

Expert

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89.2K Messages

@ComcastAntoine wrote: "Only the manufacture can push software to their equipment."

That would be incorrect sir. Coax cable-based ISP's such as Comcast are responsible for updating and maintaining the firmware of all DOCSIS standard based cable modems.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Visitor

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15 Messages

@EG I got the same response from Comcast. Reps seem to always lead with the fault being on someone else. This issue with firmware and the Arris SB8200 has been going on for a long time. I still am waiting for a fix 3 months after troubleshooting with Comcast. Hoping to get a follow up on 8/4 for my areas tech supervisor.

Visitor

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7 Messages

I am having the same issue. Frustrating to see Comcast has not provided a solution. 

EG

Expert

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89.2K Messages

@Scipi0

Please create a new topic of your own here on this board detailing your issue. Thanks. 

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

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