US Cable Support > Comcast HSI > [Connectivity] SB6120 Question

[Connectivity] SB6120 Question

I just got a new SB6120 tonight, had the tech guy provision it. It took about 45 minutes due to some activation issues and it finally registered and went online. When I shut it down to hook up to my router later (maybe 2 hours after), this is the log file... should I be concerned that is not getting whatever download is failing? Everything seems to be working ok.

Thanks

Time Priority Code Message
Jun 04 2009 21:52:01 4-Error E108.0 SW upgrade Failed after download - SW File corruption
Jun 04 2009 21:50:49 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jun 04 2009 21:48:50 6-Notice E102.0 SW Download INIT - Via Config file d11_m_sb6120_silver_c01.c
Jan 01 1970 00:01:59 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jun 04 2009 21:35:19 3-Critical R03.0 Ranging Request Retries exausted;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jun 04 2009 21:34:54 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jun 04 2009 19:43:33 4-Error E108.0 SW upgrade Failed after download - SW File corruption
Jun 04 2009 19:41:14 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;
Jun 04 2009 19:40:56 6-Notice E102.0 SW Download INIT - Via Config file d11_m_sb6120_silver_c01.c
Jan 01 1970 00:02:06 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.0;

it's failing on the firmware upgrade. What version of software is it currently running?

reply to arrakis74
Also what are you signal levels »Comcast High Speed Internet FAQ »How To Get Help!
I believe poor signals/low SNR are one common cause of firmware update failures.

reply to arrakis74
oh corruption isn't good of course. Um, yeah you would have two options either there is something wrong with the modem and you replace it, or there is something wrong with the firmware they are sending out and your stuck. They might be sending out firmware for the wrong model of modem, though the config file is correct.

reply to arrakis74
Model Name: SB6120
Vendor Name: Motorola
Firmware Name: SB6120-1.0.1.1-SCM02-NOSH
Boot Version: PSPU-Boot 1.0.0.4m1
Hardware Version: 1.0
Serial Number: xxxxxxxxxxxxxxxxxxxxxxxxxx
Firmware Build Time: Oct 27 2008 15:33:58

Downstream Bonding Channel Value
Channel ID 77
Frequency 597000000 Hz
Signal to Noise Ratio 38 dB
Downstream Modulation QAM256

Power Level -3 dBmV

Upstream Bonding Channel Value
Channel ID 7
Frequency 34400000 Hz
Ranging Service ID 4339
Symbol Rate 5.120 Msym/sec
Power Level 55 dBmV
Upstream Modulation [3] QPSK
[3] 16QAM

reply to arrakis74
Your return is too high(upstream power.) I would try to remove as many splitters that aren't needed and/or move your modem to a splitters on the first split. Are you signed up for any of the new Docsis 3 tiers, 22Mbps or 50Mbps? I only see one down stream channel.

reply to arrakis74
If you can't remove any splitters (as wanger suggested), and all accessable connections and cables are tight and seem undamaged, you'll probably need to have another tech come out for repair
I think
"Power Level 55 dBmV
Upstream Modulation [3] QPSK
[3] 16QAM"
is indicating excess upstream noise (you can ask when you call in what your upstream/return SNR is.)
The good news is noise is usually slighty lower in the early AM so you might be able to force a reboot then and sucessfully get the firmware updated, but that won't fix the upstream power problem, unless it's a firmware glitch.

reply to arrakis74
Thanks for all the info! I will have to decide what what to do... I think I can remove a splitter and go from there!

reply to arrakis74
Ok, here is an interesting development. I did end up talk to support (for the third time in 2 days.) They agreed that the signal and power levels are most likely causing issues, which is fine. If there is a problem, then I want it fixed. They cannot come until Tuesday...so I don't want to be offline until then. I attempted one last time to use the new modem, but this time I keep connected directly to my PC instead of going through my router. Guess what? It has not frozen up or needed restarted in over 4 hours. It still has the "cannot install SW due to corruption" issue, but at least the connection is not dying. I did notice that when the modem is hooked into the PC directly, I am getting a 98.x.x.x IP while attached to the router, it was getting a 24.x.x.x IP.

Are there any known issues when using the SB6120 and a router? I did notice that the link light is Blue when attached to the PC and amber when running into the router. I have a Linksys WRT54GL running DD-WRT v24-sp1 (07/27/08) std
if this makes a difference.

According to the user guide »www.motorola.com/staticfiles/Bus···aleId=33 blue indicate a gigabit ethernet link and yellow means the ethernet is 10/100 (probably the max that routers WAN port supports).
Yes , various intermitant problems have been reported with early firmware (check the various 6120 threads here)
welcome to the world of paid product beta testing (you pay AND get to test )latest version seems to fix a number of minor problem.
so getting your signals /SNR fixed >getting the updated FW, is likely to help alot, only then will you find out if it plays well with your router.

reply to arrakis74
thanks tshirt! One thing that I also found was strange was then I initially called tech to register the modem, they said that it also had to be activated, which was new to me since my SB5120 never had to be activated. He also told me that some of the CDs that went out with the SB6120s were bad and only contained the user guide and not the activation wizard????

Anyway, thanks again for the info. I am used to being a software beta tester that I forgot what it is like to be a hardware tester!

As far as I know, there is no need to install software on your computer for the SB6120 to be provisioned and work on your account.

reply to arrakis74
No software is needed, the registration (adding it to the account) and activation (letting the CMTS "know" it is authorized for tierX service) is really 2 steps in the same process.
You can do this using the CD, but most prefer to avoid the custom logo/home page/unneeed registry change some versions include.
You wouldn't be connecting at all beyond the wall garden if the system didn't recognize your modem/acct# combo.
So that part is done.

reply to arrakis74
Yeah pretty much the installation wizard that comes with the retail 6120's area user guide and instllation wizard as in "how to connect the modem to the cable and computer/router"

The firmware issue I read about on here was with the modem freezing regardless of if it was connected to a router or a computer, but if he's using new firmware that shouldnt be an issue.