Community Forum

new SB8200 reboots with bad software updates multiple times a day

Highlighted
Regular Visitor

new SB8200 reboots with bad software updates multiple times a day

I purchased an SB8200 to upgrade my performance, my 5 year old modem was only getting 200Mb down and a chat agent suggested i upgrade the modem.  The new modem is getting 720Mb+ of speed, super fast compared to the old one!  But it reboots all the time.

 

I am now seeing the SW Upgrade Failed after download - incompatbile SW file about every hour.  When that happens the SB8200 reboots and I lose all connectivity for about a minute.  

 

I did go through the self install activation and everything appeared to go well.  I also found that even though the modem has two ports, only port 1 actually works (its fine).

 

(Removed the images, didn't think to just past the HTML in the window)

 

I am not sure what I can do to resolve this.

 

Highlighted
Regular Visitor

Re: new SB8200 reboots with bad software updates multiple times a day

Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Time Priority Description
3-29-2020, 3:52:50 Error(4) "SW upgrade Failed after download - Incompatible SW file"
3-29-2020, 3:52:49 Notice(6) "SW Download INIT - Via Config file d11_m_sb8200_gigabit_c01.cm"
1-1-1970, 0:0:39 Notice(6) "Honoring MDD; IP provisioning mode = IPv6"
1-1-1970, 0:0:29 Critical(3) "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:f5:32:f0:bb:3d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
3-29-2020, 3:51:32 Critical(3) "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:f5:32:f0:bb:3d;CMTS-MAC=2c:0b:e9:15:93:22;CM-QOS=1.1;CM-VER=3.1;"
3-29-2020, 3:51:21 Critical(3) "Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=f8:f5:32:f0:bb:3d;CMTS-MAC=2c:0b:e9:15:93:22;CM-QOS=1.1;CM-VER=3.1;"
3-29-2020, 3:51:20 Critical(3) "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:f5:32:f0:bb:3d;CMTS-MAC=2c:0b:e9:15:93:22;CM-QOS=1.1;CM-VER=3.1;"
Highlighted
Regular Visitor

Re: new SB8200 reboots with bad software updates multiple times a day

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 639000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 
Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
29 Locked QAM256 639000000 Hz 2.4 dBmV 37.1 dB 1561 731
1 Locked QAM256 459000000 Hz -0.5 dBmV 37.4 dB 3174 1578
2 Locked QAM256 465000000 Hz 0.6 dBmV 37.8 dB 3198 1806
3 Locked QAM256 471000000 Hz 1.3 dBmV 37.9 dB 2910 1307
4 Locked QAM256 477000000 Hz 1.7 dBmV 37.8 dB 2945 1582
5 Locked QAM256 483000000 Hz 1.7 dBmV 37.7 dB 3009 1472
6 Locked QAM256 489000000 Hz 1.2 dBmV 37.5 dB 3036 1464
7 Locked QAM256 495000000 Hz 1.7 dBmV 37.7 dB 2733 1395
8 Locked QAM256 507000000 Hz 3.0 dBmV 37.9 dB 3012 1468
9 Locked QAM256 513000000 Hz 3.0 dBmV 38.0 dB 2647 1215
10 Locked QAM256 519000000 Hz 2.8 dBmV 37.8 dB 2699 1352
11 Locked QAM256 525000000 Hz 2.8 dBmV 37.8 dB 2754 1421
12 Locked QAM256 531000000 Hz 2.3 dBmV 37.6 dB 2465 1309
13 Locked QAM256 543000000 Hz 3.0 dBmV 37.7 dB 2470 1301
14 Locked QAM256 549000000 Hz 3.1 dBmV 37.8 dB 2693 1390
15 Locked QAM256 555000000 Hz 3.1 dBmV 37.8 dB 2559 1142
16 Locked QAM256 561000000 Hz 2.5 dBmV 37.5 dB 2717 1363
17 Locked QAM256 567000000 Hz 2.7 dBmV 37.7 dB 2564 1322
18 Locked QAM256 573000000 Hz 2.5 dBmV 37.5 dB 2363 1108
19 Locked QAM256 579000000 Hz 2.5 dBmV 37.6 dB 2704 1356
20 Locked QAM256 585000000 Hz 3.3 dBmV 37.7 dB 2617 1167
21 Locked QAM256 591000000 Hz 3.1 dBmV 37.5 dB 2440 1235
22 Locked QAM256 597000000 Hz 3.1 dBmV 37.7 dB 2598 1202
23 Locked QAM256 603000000 Hz 2.8 dBmV 37.5 dB 2409 1179
24 Locked QAM256 609000000 Hz 2.4 dBmV 37.4 dB 2567 1234
25 Locked QAM256 615000000 Hz 2.8 dBmV 37.5 dB 2332 1052
26 Locked QAM256 621000000 Hz 3.1 dBmV 37.5 dB 2635 1236
27 Locked QAM256 627000000 Hz 3.3 dBmV 37.5 dB 2318 1157
28 Locked QAM256 633000000 Hz 2.9 dBmV 37.4 dB 2366 1046
30 Locked QAM256 645000000 Hz 2.7 dBmV 37.1 dB 2268 1063
31 Locked QAM256 651000000 Hz 2.3 dBmV 37.0 dB 2329 1098
32 Locked QAM256 657000000 Hz 3.0 dBmV 37.4 dB 2317 1025
159 Locked Other 722000000 Hz 3.9 dBmV 35.5 dB 227534 170

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 4 Locked SC-QAM 23700000 Hz 6400000 Hz 30.4 dBmV
2 1 Locked SC-QAM 30100000 Hz 6400000 Hz 31.4 dBmV
3 2 Locked SC-QAM 36500000 Hz 6400000 Hz 31.9 dBmV
4 3 Locked SC-QAM 17300000 Hz 6400000 Hz 29.9 dBmV

 

Current System Time: Sun Mar 29 09:28:49 2020

Highlighted
Expert

Re: new SB8200 reboots with bad software updates multiple times a day


@JasonShort wrote:

I also found that even though the modem has two ports, only port 1 actually works (its fine).


That's normal. It a straight cable modem, not a router. You would need a second public / WAN IP address assigned by Comcast if you wanted that port to work.

 

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.



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!
Highlighted
Regular Visitor

Re: new SB8200 reboots with bad software updates multiple times a day

I just pasted the info in the replies to the main message.  I didn't realize that I could put HTML in the box. 🙂

 

Highlighted
Regular Visitor

Re: new SB8200 reboots with bad software updates multiple times a day

Tried to call three times this weekend, each time said 4+ hour hold times.

Is there anyway to get support?  This is happening almost hourly.  Push a bad update, reboot my modem.  I need it to just stop rebooting the modem!  Three college kids doing classes all day online.