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How do we file bugs?

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Regular Contributor

How do we file bugs?

I have observed that I can crash the web server on my modem (SB8200) by simply browsing to the event log with Chrome.   I have been able to reproduce this two times.   There seems to be a component of waiting some amount of time since the last query of the event log that I have not been able to nail down but I have only been able to do this with Chrome; it has not happened with Firefox or Safari.   I have to power cycle the modem to restore web server services on the modem.   I have contacted Arris and they do not have an open bug and Arris stated that my ISP (Comcast) controls the firmware on the modem.   This is consistent with what I observed; the current firmware running on the modem is not the same firmware that was installed on the modem when I first connected it to the system.   How do we go about filing bugs?

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Expert

Re: How do we file bugs?

It would be on Arris as they are the manufacturer and they are the ones who provided the firmware.

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Regular Contributor

Re: How do we file bugs?

That's where I started b/c like you, I figured that Arris was responsible for the firmware.   Arris stated that the individual ISPs control the firmware which is why I am posting it here.

 

Having worked for various vendors of IT solutions in my career, I suspect the truth is this - end users work through their particular solution provider and the provider then contacts the actual product vendor to resolve the issue.    Arris's support page has separate support sections for EUs like me and ISPs like Comcast which makes me think this is the intended model of support.   Regardless, it is the case that Comcast does control the firmware that is on my modem and as such, there is a problem that needs to be resolved.   How do I go about getting Comcast to change the firmware on my modem?  

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Expert

Re: How do we file bugs?

Comcast does control the firmware but only deploys the latest version of firmware directly supplied by Arris. They don’t modify it either. They just makes sure it does the basics and work to provide service, on top of any bootfile changes if needed for latest SDKs.

It is not possible to roll it back because as soon as it rolls back, it will re obtain the latest firmware as it is coming online and sees a higher version available.

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? Mark the post as Best Answer!