Question

G54 stuck while updating on SBC app.

R
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When I opened the app it said it needed to be updated on a G54. I began the update but it’s still stuck at 0% and has been that way for the last several hours. Can someone help?

15 replies

S
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Could you please help us with the app name and version that you are using to setup the G54 modem

SURFboard Community Moderator Team
R
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Yes the app version is 4.2.11 and the app is SURFboard Central. 

S
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4.2.11 is an updated version. I suggested you try with different mobile phone to set up the SBC app.

SURFboard Community Moderator Team
R
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I am trying to find a friend with an android because the Apple devices are doing the same thing as mine. 

C

im having the same issues. Is this a known issue with apple phones trying to do a system update with in the app?

S
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im having the same issues. Is this a known issue with apple phones trying to do a system update with in the app?

Please help us with the model number to assist you further.

SURFboard Community Moderator Team
T

I have the same issue with new G54. Just installed and activated the modem on Xfinity, and it seems to have paired up well, but now when I open the newest version of the SBC app on my iPhone, it automatically sends me to system update, and the update is stuck at 0%. 

 

S
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Userlevel 5
Badge +41

I have the same issue with new G54. Just installed and activated the modem on Xfinity, and it seems to have paired up well, but now when I open the newest version of the SBC app on my iPhone, it automatically sends me to system update, and the update is stuck at 0%. 

 

Could you help us with the firmware version for the SBC app that you are trying to install on your phone.

SURFboard Community Moderator Team
S

I get same error downloading firmware on  iPhone . Stays on 0 percent.  Just got modem yesterday. 

S
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Userlevel 5
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I get same error downloading firmware on  iPhone . Stays on 0 percent.  Just got modem yesterday. 

Please help us with the modem’s model number to assist further.

SURFboard Community Moderator Team
S

G54 .. the apple surfboard central app is totally worthless .. the firmware update screen pops up and does nothing staying at 0 downloaded . Can't use the app .. 

S
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Userlevel 5
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We apologize for the inconvenience. I suggest you provide more specific details about your device to assist further:

Firmware version for the modem G54

Mobile phone operating system (Android or iOS)

Surfboard Central app version.

 

SURFboard Community Moderator Team
S

Firmware AC01.02.009_030524.G5X.04.20.1222

ios 17.5.1 

surfboard central 4.3.2 

S

 

S
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Userlevel 5
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Thank you for sharing the information. We will investigate this. If you installed the SBC app, you could follow the link to get into the GUI web portal:

http://arris.force.com/consumers/articles/General_FAQs/SURFboard-Central-Web-Manager-Access

If you are unable to setup the SBC app, I suggest using the GUI web portal to check the modem’s information through 192.168.0.1 after the factory reset the modem.

http://arris.force.com/consumers/articles/General_FAQs/G54-Web-Manager-First-Time-Login

SURFboard Community Moderator Team

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