Arris SB6190 Modem

A couple of things concerns me here.

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@pete_c wrote:

 

1 - firmware update that was done to my personally owned modem did not work.  IE: it no longer connects at Gb speeds and no longer provides a DHCP address....just keeps bouncing

2 - there is something going on today because back up modem is also bouncing.

 

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"Gb speeds"? If you're subscribed to the gigabit tier, bear in mind that neither the SB6190 nor the SB6141 are rated for that tier. The spontaneous reboots might be related to the modems not getting the right firmware because, well, they're not supposed to be used for your tier. 

Also, spontaneous reboots could mean there's some issue with your internal wiring. 

Since you have a tech coming over Monday, I'm inclined to wait until he or she makes a complete evaluation of your premises wiring before I make any suggestions. Meanwhile, you can check out the following threads:

• Xfinity Internet Connection Troubleshooting Tips

• Troubleshooting Gigabit internet speeds

• Information Requested for Connection-Related Posts

Thank you darkangelic

Gb speeds"? If you're subscribed to the gigabit tier, bear in mind that neither the SB6190 nor the SB6141 are rated for that tier. The spontaneous reboots might be related to the modems not getting the right firmware because, well, they're not supposed to be used for your tier.

Understood.  I am not subscribed to Gb internet.  What I meant was that the network port on the modem was connecting at 1 Gb to the Intel Gb interface on the firewall.

I sort of fixed it tonight by hard setting the firewall Intel NIC to 100Mbs full duplex.    It is not rebooting now and connects fine to the Internet with an IP4 and IP6 address. 

BUT now I see no interface at 192.168.100.1.  Just get a 404 error.

This tells me that the firmware update did change the network port on the modem from working at Gb autonegociated to not working (worked for around one year) and now I do not see the interface GUI. 

I am very familiar with the Motorola SB modems and today's SB 6190 modem.  I have updated and purchased some 5-6 SB modems now in the last twenty years.  I have always done this a la carte purchased and never have leased or used any comcast / xfinity provided hardware.

Today I am using the SB6190 modem connected to a 6 interface PFSense firewall.  I have a failover WAN connection using a cellular combo modem (voice, WAP, firewall and network switch) (might switch failover to using AT&T as a second ISP connection here) and 4 LANs plus a few VLANs connected to 4 managed 24 port switches and 1 managed 24 port POE switch and using a Ruckus WAP today which just replaced my Ubiquiti WAP.

Thank you again darkangelic for your help tonight. 

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@pete_c posted:

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The image is not visible. It's probably awaiting approval by Forums admins.

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... CS was pleasant and said they could not upgrade my personally owned Arris SB6190. ...

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Comcast phone and chat reps often say this, but it's incorrect. ALL modem and gateway devices receive a firmware update when they connect to the system if they are not already using the most current version.

Update: 1100 CST - Sunday 27th of October, 2019

I called XFinity CS to cancel the truck roll this morning then  to speak to a CS.

I explained that the firmware upgrade to my Arris SB 6190 modem removed the diagnostics GUI.

CS was pleasant and said they could not upgrade my personally owned Arris SB6190.

I told her that my issues related to XFinity upgrading the firmware for my modem.

She stated that I ask Arris CS about upgrading the firmware.  So really I did not get anywhere with the request.  The alternative solution is for me to purchase a new SB6190.

So can any XFinity techs help me here to reupgrade my SB6190 firmware such that I can get my diagnostics gui back?

Thank you Bruce.

How do I get my SB6190 updated such that I can see the GUI?

Installed an SB6190 at a relatives home and checked it last night and it is still running same firmware that mine was running before the update.

So who do I call to re upgrade the firmware such that I can see the SB6190 GUI?

Wondering if reporting this issue on DSL reports dot com will help?

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@pete_c wrote: ... How do I get my SB6190 updated such that I can see the GUI? ...

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Have you tried connecting a computer directly to the 6190's Ethernet port? You'll have to reboot the modem and /release /renew the computer's IP config.

Can you copy and paste the text of the 404 screen, or host the image at Imgur or a similar site and post a link to it here? Being able to see that might help us. Posting the source HTML of the 404 page might be even better.

Thank you Bruce. 

Yes I have rebooted and directly connected laptop to ethernet interface.  It worked for almost a year now.  The GUI went away after last use where the modem prompted me for a new password which I created.  The GUI did work after this but then it did not work with first reboot of modem after configuring password.

I just wrote same on DSL Reports dot com and added my location and serial number to post to techs there.

Odd the picture is not there when I uploaded it.

Here is the source:

  
<HTML>
<HEAD>
<META content="text/html; charset=windows-1252" http-equiv=Content-Type>
<META content="Microsoft FrontPage 4.0" name=GENERATOR>

  HEAD>

<FRAMESET border=0 cols=150,* frameBorder=0 frameSpacing=0>
<FRAME scrolling=no src="cmSide.htm">
<FRAME src="indexData.htm">

  FRAMESET>

  HTML>

Changed the link above to 192.168.100.1/index.htm and it works now but....

and now see a login.  I tried to login with configured password and get an error now:

Invalid user name or password, or your access has been locked due to multiple failed login attempts

Logged in with default password of password and it prompted me to create a new password.

Thank you Bruce.  I would have never looked at the source code of the page had it not been for you.

Ahh...just seeing that it is no longer using default index.html...rather it uses:

hxxp://192.168.100.1/cgi-bin/adv_pwd_cgi