| Internet goes out every time firmware update fails. HELP!i have comcast HSI using motorola sb5101 modem. this is what shows up when i log into the modem:
SW upgrade Failed after download - Incompatible SW file
SW Download INIT - Via Config file d11_m_sb5100_silver_c01.cm
SW upgrade Failed after download - Incompatible SW file
SW Download INIT - Via Config file d11_m_sb5100_silver_c01.cm
TLV-11 - unrecognized OID
SW upgrade Failed after download - Incompatible SW file
SW Download INIT - Via Config file d11_m_sb5100_silver_c01.cm
No Ranging Response received - T3 time-out
SW Download INIT - Via Config file d11_m_sb5100_silver_c01.cm
No Ranging Response received - T3 time-out
SW Download INIT - Via Config file d11_m_sb5100_silver_c01.cm
SW upgrade Failed after download - Incompatible SW file
then it just repeats over and over. when i look at the time they directly coincide with time that my internet goes out. to fix, i have to power cycle everything. i have had the same problem with 5101 and the 5100. is this fixable or do i have to pay comcast 6 more dollars a month to lease one of their modems? |
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 RobIn Deo speramus, God Bless the USAPremium
join:2001-08-25
Kendall, FL
kudos:2 | I would call Comcast and see if they can reprovision your modem. |
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| i have called comcast and they have no idea what im talking about. each person walks me through the bs of power cycling etc... |
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 JohkalCool CatPremium,MVM
join:2002-11-13
Happy Valley
kudos:5
 ·Comcast
 ·Comcast Digital ..
| The problem is that your SB5101 modem has a config file for an SB5100. The config file doesn't recognize your SB5101's firmware(software). It will continue to try to update your modem with an SB5100 firmware; which is incompatible and will fail.
Read through this thread: »SB5101 Config Files
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Write me up a 125.......I Can't Drive 55 »redrocker.com/ »cabowabo.com/ |
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jeffl2
join:2007-09-14
Mountain View, CA | reply to dalearyous
FWIW, while this may be causing problems, it may not be the only thing going on. I was seeing the exact same messages in the my 5101 logs and after getting 2 replacements (latest one a 5120 that does not have those messages), I am still dropping packets and losing my connection on a daily basis.
I've been having intermittent connectivity issues and packet loss for about 3 weeks now in the Mountain View CA area, typically in the late evening or early morning. I have a third service appointment tomorrow. |
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 EGThe wings of lovePremium
join:2006-11-18
Union, NJ
kudos:9 | said by jeffl2:FWIW, while this may be causing problems, it may not be the only thing going on. I was seeing the exact same messages in the my 5101 logs and after getting 2 replacements (latest one a 5120 that does not have those messages), I am still dropping packets and losing my connection on a daily basis. I've been having intermittent connectivity issues and packet loss for about 3 weeks now in the Mountain View CA area, typically in the late evening or early morning. I have a third service appointment tomorrow. The O.P. has stated that the errors in the modem's log indicating the firmware push, and the loss of connectivity are synchronized.
Would that not be considered a "smoking gun" ? |
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 hobgoblinSortof AgoblinPremium
join:2001-11-25
Orchard Park, NY
kudos:4 | "Would that not be considered a "smoking gun" ?"
Maybe but doubtful.
I think the OP is losing and regaining sync OR he has some other issues which he thinks are related to the modem regaining synch and going through the TFTP process.
I'd focus on that rather than the worthless logs.
Hob
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"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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EGThe wings of lovePremium
join:2006-11-18
Union, NJ
kudos:9
1 edit | IMO, the logs are not as you say "worthless"... that is your opinion hob, and I'm not going to beat a dead horse with you...
FWIW, I've seen and replied to this exact issue at the Comcast.net help forums many times over the last 4 months.. |
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hobgoblinSortof AgoblinPremium
join:2001-11-25
Orchard Park, NY
kudos:4 | said by EG:IMO, the logs are not as you say "worthless"... that is your opinion hob, and I'm not going to beat a dead horse with you... Motorola logs are notoriously worthless....everyone in the industry knows that. If the modem locks up or loses synch the OP will see the reboot process in the logs which will of course match up with the times that he unplugged it.
Thats not an opinion.....me thinking the logs being disabled is an opinion.....the other stuff is fact.
Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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EGThe wings of lovePremium
join:2006-11-18
Union, NJ
kudos:9 | Is their particular log indicating the exact action of the push, or is it indicating some typical erroneous T3's in this case ? |
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jeffl2
join:2007-09-14
Mountain View, CA | reply to EG
said by EG:said by jeffl2:FWIW, while this may be causing problems, it may not be the only thing going on. I was seeing the exact same messages in the my 5101 logs and after getting 2 replacements (latest one a 5120 that does not have those messages), I am still dropping packets and losing my connection on a daily basis. I've been having intermittent connectivity issues and packet loss for about 3 weeks now in the Mountain View CA area, typically in the late evening or early morning. I have a third service appointment tomorrow. The O.P. has stated that the errors in the modem's log indicating the firmware push, and the loss of connectivity are synchronized. Would that not be considered a "smoking gun" ? That was my original thought however after seeing those exact same messages in the logs of my first 5101 modem and still having the problems after moving up to a 5120 (and not seeing any error messages), there is definitely something else going on in my case. My outages seemed to coincide with the attempted firmware downloads as well.
In any event, I have another service appointment scheduled for tomorrow. My experience with the other 2 technicians does not leave me hopeful. I will probably be ditching comcast soon. |
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 RR ConductorHappy 40th AmtrakPremium
join:2002-04-02
Redwood Valley, CA
kudos:1 | reply to dalearyous
I get the same thing every so often on my 5101, it was happening about every week, now it seems to be only every once in a while. However, it doesn't affect my connection at all, I wonder why it's knocking you offline? |
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| reply to dalearyous
I am in Mountain View as well, have drop outs all day long. Up to 10 to 20 a day. Modem acts like it resets, no power loss though.
The 12th tech to my house says we have a 'network' issues in my area, yet he can't contact the network guys to get it fixed. My troubles continue today... |
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 TDNickellPremium,MVM
join:2006-09-26
Federal Way, WA | reply to dalearyous
What do your modem signals and SNR look like?
»192.168.100.1/ |
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| I have this same problem with a 5101. According to what I've researched Comcast has this problem with all Motorola modems. They do two things that are wrong. One they drop the transmit voltage to under 8 DBMV. Motorola specification call for the headend to provide 8DBMV. Two they shut off the modem if their firmware update doesn't work after 7 tries. The firmware update will never work as the file is the wrong file for modem types other than a 5100. Motorola sold thousands of these surfboard modems for use on Comcast networks Nationwide. Comcast is now crediting $25 to anyone that has this problem for each time they have this problem. Most people do not know about the credit for this. You need to be specific about what the problem is. This error has now become an established error on Comcast's part. Since this is now costing them dollars they may do something about it. |
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| reply to TDNickell
Here is my Linksys modem information....
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Downstream Channel
Downstream Power 0.8 dBmV
SNR 36.2 dB
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Upstream Channel
Symbol Rate 2560 Ksym/sec
Upstream Power 43.5 dBmV
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I just dropped after that information, now here is what it looks like when I dropped:
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Downstream Channel
Downstream Power 0.8 dBmV
SNR 36.3 dB
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Upstream Channel
Symbol Rate 0 Ksym/sec
Upstream Power 43.5 dBmV
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And another now that I am back online.....
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Downstream Channel
Downstream Power 0.7 dBmV
SNR 35.9 dB
------------------
Upstream Channel
Symbol Rate 2560 Ksym/sec
Upstream Power 43.5 dBmV |
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