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New Contributor

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4 Messages

Tue, Apr 20, 2021 3:03 PM

Arris SB8200A/CM8200A

We have a customer owned modem the Arris SB8200A/CM8200A that worked for a few years now without any issues. Last Sunday you pushed a SW upgrade to the modem d11_m_sb8200_bi200_c05.cm. Since then, the modem continuously reboots with the following error in the modem log:

04/20/2021 08:50 69010700 4 "SW upgrade Failed after download -Incompatible SW file"
04/20/2021 08:50 69010200 6 "SW Download INIT - Via Config file d11_m_sb8200_bi200_c05.cm"

Every few minutes a SW update is pushed to the modem that fails to install and the modem reboots leaving us without a connection for several minutes.

Can this be stopped. We're running a business with cloud software and voip phones, we need to have reliable access to the internet.

Responses

Official Employee

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20 Messages

3 m ago

Good morning, @! Welcome to the Comcast Business Forums page where we have an awesome community of experts and specialists on stand-by to help with equipment issues over social media! We can definitely help see what’s going on with your modem. In order to research this further, we will just need to pull up the account. To get started, would you mind sending us a private message with your name, address, and account number or a phone number linked to the account by clicking the "message" icon in the upper right page of any forum page. Once you click on that, input our shared handle Comcast Business to send us a private message. We look forward to working with you! 

New problem solver

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20 Messages

3 m ago

Try this: https://arris.secure.force.com/consumers/articles/General_FAQs/SB8200-Factory-Reset

Although I think it's a firmware issue that will require CC support, even with the reset.

New Contributor

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4 Messages

3 m ago

Thank you for that suggestion, but it didn't work. The modem works, but after a few second of being up and running a new update is pushed to the modem that causes it to reboot with the above-mentioned error.

It's now 3 days of no internet access for our company. Everyone we talked to at Comcast seems to have truly little knowledge if their own service. Is there a way to talk to a senior technician?

New problem solver

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20 Messages

3 m ago

Sounds like corrupted or incompatible firmware getting pushed out to your modem. Try CC chat in your portal and see if you can escalate that way. Two other options that come to mind: take the modem to your nearest Xfinity store and see if they can help you there, or try contacting Arris Customer Service. My guess is Arris will say you need to speak with Comcast.

If you are desperate and worst case scenario, buy a new modem (Best Buy or Xfinity store) and have CC activate the new modem on your line.

New Contributor

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4 Messages

3 m ago

Yes, I finally was able to speak to someone at Comcast that knew what's going on. He said that the new config file is pushed by the manufacturer Arris. As you suggested, best if we buy another modem and have that paired to our account. The modem with the problem is now 4 years old and there might be an incompatibility. 

(edited)

New Contributor

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4 Messages

3 m ago

After contacting ARRIS support I got the following info explaining how the firmware updates work:

The Cable Operators (MSOs) have complete control of what cable modem/gateway hardware they will allow installed and the firmware it uses, on their cable plant.  This means anything directly connected to the cable plant (COAX) in your house.  They do this to ensure that nothing happens to anyone upstream from your connections.  Cable Operators follow the DOCSIS Specifications that control this methodology of firmware upgrades as well as providing security for the firmware upgrades.  

Cable Operators also run both the products and firmware through their own test cycles to approve any manufacturers’ modems, wireless gateways, and the associated firmware updates for deployment.  This is not an ARRIS only implementation, but the required implementation of any cable device manufacturer.  After an MSO has tested and approved a new version of firmware for a cable device, they will then “push” that new firmware out to the devices. 

So that answer I received from the comcast tech is simply not true. It's Comcast that is in control of the modem firmware and they have to test and make sure that it works.