Contributor
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23 Messages
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 I also suspect that the firmware may be out of date.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
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
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Accepted Solution
CCRenee
New Problem Solver
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169 Messages
2 years 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
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flatlander3
Problem Solver
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1.5K Messages
2 years 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.
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