senpai46's profile

Contributor

 • 

16 Messages

Wednesday, January 25th, 2023 11:14 PM

xFi Gateway intermittently locks up

​My xFi Gateway will freeze several times a day for a couple minutes and then recovers. All wired and wireless devices are affected. The only information logged at the time it froze is the Wifi uptime counter starts over at zero and the entries in the Event Log file (shown below.) This gateway was just installed two day earlier. I also suspect that the firmware may be out of date. But I don't know how to update it. Your help would be appreciated.​

​Eqipment: xFi Gateway XB7​

​ Model: Arris TG4482A ​
​ Hardware Revision: 11 ​
​ Serial Number: 2664H5GJDB05812 ​
​ eMTA & DOCSIS Software Version: 7.3.2.0.91 ​
​ ----------------------------------- ​
​ Event Log at time of lockup: ​
​ ​

​DHCPv6[14657]: 72001002-DHCPv6 Provision - Completed ​
​ 2023/1/25 02:38:57 Informational ​

​ ​

​DHCPv6[14657]: 72001011-DHCPv6 - Missing Required Option 82 ​
​ 2023/1/25 02:38:57 Critical ​

​ ​

​DHCPv6[14657]: 72001011-DHCPv6 - Missing Required Option 24 ​
​ 2023/1/25 02:38:57 Critical ​

​ ​

​DHCPv6[14657]: 72001004-DHCPv6 Provision - 0 Retries Attempted with Last attempt at Wed Jan 25 10:38:56 2023 ​
​ 2023/1/25 02:38:57 Critical ​

​ ​

​DHCPv6[14657]: 72001011-DHCPv6 - Missing Required Option 82 ​
​ 2023/1/25 02:38:56 Critical ​

​ ​

​DHCPv6[14657]: 72001011-DHCPv6 - Missing Required Option 24 ​
​ 2023/1/25 02:38:56 Critical ​

​ ​

​DHCPv4[13306]: 72001001-DHCPv4 Provision - Completed ​
​ 2023/1/25 02:38:49 Informational ​

​ ​

​eRouterEvents[13269]: 72003004-eRouter enabled as Dual Stack ​
​ 2023/1/25 02:38:40 Informational ​

​ ​

​-----------------------------------------------​

​ ​

Accepted Solution

Official Employee

 • 

153 Messages

2 months ago

Hi @senpai46 and thanks for reaching out to us! 

 

Thanks for letting us know how we can help, and sorry to hear you're having issues with your gateway. We'd be happy to troubleshoot further since you've attempted resetting the device multiple times. 

 

Could you please send our team a direct message with your full name and address? Our team can further investigate this issue. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To" line
Type your message in the text area near the bottom of the window
Press Enter to send it

flatlander3

Problem Solver

 • 

831 Messages

2 months ago

I can spare you the Xfinity tier up-sell waste of time.  Start here:  https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0

It's a spontaneous reboot.  That can happen for lots of reasons, but pay close attention to upstream and down stream power levels in the link above.  You'll see those "missing options" in the logs, because the channels aren't there just then during the reboot, and you aren't communicating with the DHCP server yet.  Then you did.

forum icon

New to the Community?

Start Here