Solved

Surfboard central keeps reseting

  • 12 October 2022
  • 4 replies
  • 274 views

Here are the problems:

1. Open app
2. "Get Started" screen.

3. Permissions.

4. Select device, ISP cable without Wi-Fi.

5. SB8200.

6. Xfinity.

7. Activate, Skip.

8. I'm Online.

9. Scan bar code.

      S/N 21C541334702536

      mac F8790A27EA4D

10. REGISTRATION GOOD.
 

App shows modem and router.

If app is closed or another opened then surfboard app reopened, go back to #2.

If add new satellite selected, pressing next does nothing.

Restart router button works.

Tapping WAN settings closes app then back to #2.

 

Software

Arris SURFboard Central

Ver. 4.0.10

 

Modem

M/N SB8200

S/N 21C5 4133 4702 536

mac F8 79 0A 27 EA 4D

 

Router

M/N W31

S/N  94D3 J945 5100 398

MAC 74 8A 0D FF A7 25

 

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Best answer by gbanasiak 22 October 2022, 19:24

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4 replies

Userlevel 5
Badge +41

Hello gbanasiak,

I see you are mentioning a satellite, Are you trying to set up a mAX router and a satellite ? or are you having issues with your SB8200? Could you please let us know a little bit more about the issue you are facing to be able to assist you the best way we can ?

 

We’ll be waiting for your response.

Thanks for responding, these are the issues. I am installing a new SB8200 with a W31 router. Once installed and working I would like to add 2 W31 satellites. This configuration all worked when using the Surfboard max software. I upgraded my android phone to a galaxy S21 FE from a galaxy S9. When this took place the app upgraded to the Surfboard Central. I can see the modem and router but cannot add satellites.  Also anytime the Surfboard Central app is closed or another app opened and I go back to Surfboard Central, it prompts me to onboard all over. I did try to uninstall and reinstall, I also tried it on the galaxy S9. Find below the steps:

1. Open app
2. "Get Started" screen.
3. Permissions.
4. Select device, ISP cable without Wi-Fi.
5. SB8200.
6. Xfinity.
7. Activate, Skip.
8. I'm Online.
9. Scan bar code.
      S/N 21C541334702536
      mac F8790A27EA4D
10. REGESTRATION GOOD.

App shows modem and router.
If app is closed or another opened then surfboard app reopened, go back to #2.
If add new satellite selected, pressing next does nothing.
Restart router button works.
Tapping WAN settings closes app then back to #2.

Software
Arris SURFboard Central
Ver. 4.0.10

Modem
M/N SB8200
S/N 21C5 4133 4702 536
mac F8 79 0A 27 EA 4D

Router
M/N W31
S/N  94D3 J945 5100 398
MAC 74 8A 0D FF A7 25

Satellite 1       Add new satellite selected, pressing next does nothing.
M/N W31
S/N  95S3 J945 5100 110
MAC D4 3F CB DD 34 19

Satellite 2       Add new satellite selected, pressing next does nothing.
M/N W31
S/N  94F3 J945 5100 075
MAC 74 8A 0D FF 57 1B
 

It seems like the issue is with the mobile app.

Still trying to resolve this. It seema the mobile app is not storing onboarding info, thus onboarding must be performed each time the app is opened. 

Any one else having issues.

I found the means in the app to delete my account. Once deleted, I loggin with the email, onboarded my devices and all works now.  Thanks to all helping. Spread the word...