Re: Can not see Connected Devices

loudog212 · ‎02-09-2016

The service is working great but my gateway will not display the connected devices. Look at the picture. The gateway will tell me that there are 16 devices connected but will not display the details.

There is no firewall, just a switch. DHCP is run thru the comcast gateway. Any ideas what is happening here? Tech support on the phone wasn't able to provide an answer

http://imgur.com/Wig2Kpc

CCMichael · ‎02-23-2016

I am not sure what is wrong with your modem's interface but perhaps I can send a factory rest to resolve the issue. If you would like me to try this send me a private message with your account and contact information.

Thank You

ethanmaass · ‎03-20-2017

I also cannot see my connected devices anymore. I need to see them in order to manage my port forwarding. If I do a factory reset I will lose all of my port forwarding rules. Is there a way to back up what I already have setup?

Edit: all of my connected devices started showing up again. I did not do anything, they just appeared. Very strange.

mlerma · ‎04-19-2017

I am having the same problem, my list of connected devices appears empty. I wrote down the MAC addresses and assigned IPs when the list was visible, and those IPs still respond to connectivity tests with diagnostic tools, but I cannot handle that list any more. Furthermore, when I try to add a device with reserved IP I always get an "Invlid IP address" alert.

This is how it looks for me:

galacticvoyager · ‎04-28-2017

I discovered the same problem on April 21. The Gateway which had previously been displaying the list of connected devices stopped displaying the list. Since management of our network depends on monitoring this list, I contacted customer support on April 24.

Support analyzed the problem remotely and dispatched a technicial to replace the Gateway the same day. The new Gateway was configured identical to the one being replaced and all was well until April 27. I noticed that many of the attached devices were displaying multiple IP6 addresses and some showed Reserved IP address when no IP address had been configured.

Today, April 28, the Gateway stopped displaying the Connected Devices list. My suspicion is that there was a software/firmware update that has a bug which manifests itself as a blank device list. Prior to April 21, the Gateway had been working correctly for at least 3 months.

Despite the lack of the Connected Device List, the Gateway appears to be working correctly for all other functions.

piscesblue · ‎04-28-2017

I can't see mine either which makes it a pain to knock particular devices off my network for troubleshooting. I haven't tried calling tech support yet. Just looking on the internet for help.

dannyp · ‎05-23-2017

same issue here -- anyone been given a fix other than new modem?

CCMichael · ‎05-30-2017

Hello dannyp and welcome to forums.

Prior to sending out a new modem I can push a factory rest from my end to see if it resolves. This process can take up to 40 minutes to complete. Do you have a preferred time of day to complete this reset? (AM|PM)

image36 · ‎05-31-2017

I am having the same issue. I did a factory reset and it fixed it. After a day or so it is back to not showing any device information. is there a firmware update coming to fix this issue?

CCMichael · ‎05-31-2017

I apologize but I am not aware of when any firmware updates will be applied to our devices. In the mean time I can push the factory rest on my end, just private message me so I can go over other details with you.

pawel-rte · ‎06-08-2017

Same problem in our office on a business account. Has anybody resolved this w/o factory reset? Seems that reset does not fix it long term.

I rebooted the gateway and the clients were listed for a while, logged in 1 hour later and no clients are listed.

Gateway: DPC3939B

Firmware revision: dpc3939b-v303r20421751-170428a-CMCST

CCMichael · ‎06-08-2017

Hello pawel-rte and welcome to forums,

I am not sure what is happening with your modem configuration but if you like I can send a factory rest and restore your configuration files once it is complete. If this is an option you would like to take please post or private message me.

Thank You

CCMichael · ‎06-08-2017

Thank you pawel-rte

I have completed my rest. Please test your connection and let me know if things improve.

pawel-rte · ‎06-08-2017

Unfortunately, the problem persists. Multiple clients connected, static DHCP mappings defined for devices which are online, but no devices are listed:

CCMichael · ‎06-08-2017

I am not sure what else could be causing this issue. If you like I can send a tech out to swap that modem for you.

pawel-rte · ‎06-08-2017

I believe we bought the modem 2 years ago, so I'm guessing we'll have to try ourselves to replace the modem.

Thank you for your help.

Pawel

yogurbellaus · ‎06-13-2017

Same problem

CCMichael · ‎06-13-2017

Hello yogurbellaus and welcome to forums,

I can push a factory rest to your modem to help resole this issue. Though this process is usually fast it can take up to 40 minutes to complete. Please let me know if you would like to take this option and the best time for you (AM|PM).

Thank You

Xcorpion76 · ‎06-16-2017

Good afternoon,

I am having the same problem in my two locations. I can't see my connected devices anymore.

Any solution?

Thank you.

Xcorpion76 · ‎06-16-2017

Good afternoon,

I am having the same problem in my two locations. I can't see my connected devices anymore.

Any solution?

Thank you.

Linch · ‎06-16-2017

Just spoke with Tech Support (chat) and it appears that while the engineers are still working on this, they have no answers on when this issue will be fixed. So sad that it is taking so long. Where can one go to get this issue pushed towards the top? Or are there other pressing issues? Understaffed? Unqualified? Don't care? Take your pick..

CCMichael · ‎06-16-2017

Hello Xcorpion76 and Linch,

Welcome to forums. I apologize that we have not produced a permanent fix for this issue but if you like I can push a factory rest to help restore the service. Though the process is usually quick it can take up to 40 minutes to complete. If this is an option you would like to take please message me with your preferred time if day (AM|PM) for me to push this reset.

Thank You

Xcorpion76 · ‎06-16-2017

If we are going to keep the same configuration, as passwords, yes. Monday at 9:00 pm. In other case don't do it.

Thank you.

CCMichael · ‎06-20-2017

I apologize but I was unable to get the rest pushed after 9PM. Id there a different time that I can push the rest?

Xcorpion76 · ‎06-20-2017

Today, at 9:00 pm.

ThanK you.

CCMichael · ‎06-29-2017

Hello Xcorpion76,

I apologize for how long it took to complete the factory rest but I was able to schedule for it to be completed. Would you please test your services and let me know if the problem persists?

Thank you

Xcorpion76 · ‎06-29-2017

It is not working again. :/

Bruckner8 · ‎08-15-2017

Same here. But I found out when I couldn't add a blocked device. Then I tried to look at the device list, and found this problem. Note that I *am* able to delete bocked devices, but I am no longer allowed to add a blocked device.

Frustrating to read that the forum technical leaders keep suggesting factory resets when they know it doesn't solve the problem.

Just thought I'd add myself to the list of disappointed business class users, knowing full well it's notresolved yet.

Comcast_Phil · ‎08-16-2017

Hi Bruckner8

I would like to assist with your gateway's configuration and figure out why it's not displaying any connected devices. Please private message me your account number and the name of your business.

phitradio · ‎08-17-2017

I am having same issue with my comcast business router. its so frustrating

Comcast_Phil · ‎08-18-2017

Hi phitradio and welcome to the forums.

I would also like to assist with your gateway as well. Please private message me your account number and the name of your business.

sbp · ‎08-19-2017

Has there been a fix identified for this issue, or is the temporary solution to just reset the device and replace it if it still doesn't solve the problem? Mine is not showing the connected devices as the others have mentioned. The gateway seems to work fine just can't see them. It recently started this while I was on vacation and I can only assume something changed while I was gone or an update was done.

Comcast_Phil · ‎08-21-2017

Hello sbp.

I would also like to review your gateway as well. Please private message me your account number and business name.

xray · ‎08-29-2017

I have the same issue - just did a reset on my Cisco gateway device and still cannot see any connected devices. There are at least 3 computers connected and working right now, as well as a extender and second wireless router. (Steel studs in my building wreak havoc with wireless signals.)

The connected devices page is entirely free of any connected devices.

This just blows... how do you administrate devices if you can't see 'em?

Is there no known cause or fix for this?

Comcast_Phil · ‎08-29-2017

Hi xray and welcome to the support forums.

I can certainly assist with your gateway. Please private message me your account number and the name of your business.

buckyswider · ‎09-02-2017

Hi, same issue as the others, with an added twist. I set up a couple DHCP reservations to accomodate our new cardkey system. They seem to have 'taken', but there is no place I can find to display the list of reservations. Maybe it's a field in the 'connected devices' list, and since I can't see that I can't see the reservations???

vg · ‎09-03-2017

I must have old firmware (see http://imgur.com/a/kTXvR) but I am also unable to see the list of connected devices. When I refresh I see different IPs appearing, but I cannot get the full list of all devices.

This is annoying.

Does anyone know of any workarounds? E.g. ssh'ing into the gateway itself and looking at a table of connected devices?

Thanks for any suggestions,

Vik

Highrez · ‎09-03-2017

SAME problem here... I can't see any connected devices anymore. I could when Comcast initially installed and I was able to administer a couple of devices, but no more. I can't believe a business class modem can't do something so basic. I'm pretty shocked too, that there's no fix to this issue which has been ongoing (according to the thread) for way too long!

Highrez · ‎09-03-2017

BTW, who the hell marked this as "solved"!?

SteadConsulting · ‎09-04-2017

I am also not showing devices showing up, including after a hard reset. Just had a tech out two weeks ago and replaced the router with a "newer" one than what I had previously. This one has been nothing but problems.

buckyswider · ‎09-18-2017

SO this seems to have gone stagnant. Has ANYONE resolved this issue with the help from the comcast techs- other than a "factory reset" which, evidence has proven, is a temporary fix at best??? This is quite absurd for a service billing itself as "business class" has basic management features that don't work....

Comcast_Phil · ‎09-22-2017

Hi buckyswider.

I would like to assist with your gateway. Please private message me your account number and the name of your business.

Linch · ‎09-26-2017

So let me get this straight...

Even though there have been numerous requests to fix this issue, there has been no fix for how long is it now? I will be retiring soon and would like to tell my employer that this has been resolved. Resetting the modem back to original configuration is the only solution?? But has to have comcast employeel do do it off hours. That blows big-time!! If Comcast can send out firmware updates to the modem, then why not send an update that contains the original firmware. Such an easy solution ??? One has to ask what these Engineers have between their ears!! And what Management thinks about all of this!!

I see that today I was able to see all of my connected devices. I looked at one to get the MAC address, and then went back to "Connected Devices" and now see no connected devices.

When Is Comcast Going to fix this?

Comcast_Phil · ‎09-27-2017

Hi Linch.

I would like to help with the connected devices on your gateway as well. Please private message me your account number and the name of your business.

SteveK · ‎09-30-2017

Seriously? All this time and this is still an issue? I have the SAME issue. They replaced my modem, which worked for a few days. No list yet again. Can't set static IPs without it. Is there a fix for these things or do I need to research alernative solutions?

buckyswider · ‎09-30-2017

The tech was out yesterday (thanks Phil!). He was very diligent. After about thirty thousand phone calls (i may be exaggerating a bit!) he finally hit paydirt. Some level II tech knew exactly what to do. Rolled back the firmware on the gateway and VIOLA! I see all the connected devices. Not a moment too soon, either- needed to see the connections this morning to troubleshoot connectivity to our outdoor message sign. Woulda had to just throw up my hands without the list.

Now problem #2- I see my DHCP reservations, but how do I delete them without blocking the device?

You CAN blindly set DHCP reservations, albeit without knowing if something else already is set to that IP. I did a few in the last few weeks and now that I see the list they 'took'. I just can remove some old entries...

Bruckner8 · ‎10-02-2017

I did...over a month ago...no response yet.

Comcast_Phil · ‎10-02-2017

Hi SteveK and welcome to the support forums.

I can certainly assist with your gateway. Please send me a private message with your account number and business name.,

Comcast_Phil · ‎10-02-2017

Hi Bruckner8.

I apologize in regards to your previous message. I can definitely still assist with your gateway. Could you resend your account number and the name of your business in a private message again, please?

gone2utah · ‎10-08-2017

This is definitely NOT solved. I got the Cisco gateway installed on Friday and I am appalled at the shoddy software that Comcast are pushing as a "Business Class" gateway. I cannot reset the LAN DHCP server to an IP Range I want (I am stuck with the 10.x.x.x range). I cannot see connected devices on my LAN, I cannot add a reserved IP and from the looks of this forum, Comcast (because they have no competition) are not inclined to fix any of it.

I am going to call Comcast Monday and point blank refuse to pay for this gateway until the advertised options work.

To any Comcast employees on this thread. Answers please. This is seriously unacceptable for a business class service.