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Hi,

 

I have had an Arris Surfboard SB6190 for around 8 years and it has, over the last perhaps year or so, gotten much worse and now, every so often and many times a day, it intermittently disconnects all devices (even a direct cable-connected device) from the internet for between 5 and 60 seconds.

 

The ISP (Xfinity) says the device communicates with their network with no issues.

 

When I use the admin interface and check status, using this trouble-shooting link I found (https://arris.my.salesforce-sites.com/consumers/articles/General_FAQs/SB6190-Cable-Signal-Levels), I see that:

  1.  The PDL (Power Download Level?) values are all within the desired range.
  2. The SNR values are all ok.
  3. the PUL (Power Upload Level?) values are all ok.

Here is the contents of the Status Page:

Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 16 477.00 MHz 0.90 dBmV 40.37 dB 12685 12686
2 Locked 256QAM 17 483.00 MHz 0.90 dBmV 40.37 dB 13022 10230
3 Locked 256QAM 18 489.00 MHz 0.90 dBmV 40.37 dB 11931 10774
4 Locked 256QAM 19 495.00 MHz 1.00 dBmV 40.95 dB 11377 12798
5 Locked 256QAM 20 507.00 MHz 1.00 dBmV 37.64 dB 14896 55134
6 Locked 256QAM 21 513.00 MHz 1.10 dBmV 40.37 dB 11534 11446
7 Locked 256QAM 22 519.00 MHz 1.10 dBmV 40.95 dB 11147 10960
8 Locked 256QAM 23 525.00 MHz 1.10 dBmV 40.37 dB 10727 8693
9 Locked 256QAM 24 531.00 MHz 1.20 dBmV 40.37 dB 10066 9765
10 Locked 256QAM 25 537.00 MHz 1.00 dBmV 40.37 dB 10373 10932
11 Locked 256QAM 26 543.00 MHz 1.00 dBmV 40.37 dB 9413 9697
12 Locked 256QAM 27 549.00 MHz 0.80 dBmV 40.95 dB 9934 11599
13 Locked 256QAM 28 555.00 MHz 0.70 dBmV 40.37 dB 8660 8391
14 Locked 256QAM 29 561.00 MHz 0.90 dBmV 40.37 dB 8967 9699
15 Locked 256QAM 30 567.00 MHz 1.00 dBmV 40.37 dB 8916 10912
16 Locked 256QAM 31 573.00 MHz 1.00 dBmV 40.95 dB 9217 10110
17 Locked 256QAM 32 579.00 MHz 1.00 dBmV 40.95 dB 8694 10798
18 Locked 256QAM 33 585.00 MHz 0.90 dBmV 40.37 dB 7913 9499
19 Locked 256QAM 34 591.00 MHz 1.20 dBmV 40.37 dB 8132 8674
20 Locked 256QAM 35 597.00 MHz 0.90 dBmV 38.61 dB 7524 8657
21 Locked 256QAM 36 603.00 MHz 0.70 dBmV 37.64 dB 10636 9688
22 Locked 256QAM 37 609.00 MHz 0.80 dBmV 37.64 dB 8529 10298
23 Locked 256QAM 38 615.00 MHz 0.90 dBmV 38.98 dB 7947 9082
24 Locked 256QAM 39 621.00 MHz 0.70 dBmV 38.98 dB 8492 10344
25 Locked 256QAM 40 627.00 MHz 1.00 dBmV 38.20 dB 24 635
26 Locked 256QAM 41 633.00 MHz 1.20 dBmV 39.20 dB 13 641
27 Locked 256QAM 42 639.00 MHz 1.40 dBmV 39.50 dB 15 638
28 Locked 256QAM 43 645.00 MHz 1.60 dBmV 39.90 dB 17 637
29 Locked 256QAM 44 651.00 MHz 1.60 dBmV 40.40 dB 16 646
30 Locked 256QAM 45 657.00 MHz 1.50 dBmV 40.40 dB 53 580
31 Locked 256QAM 46 663.00 MHz 1.60 dBmV 40.40 dB 19 661
32 Locked 256QAM 47 669.00 MHz 1.60 dBmV 41.10 dB 872 4513

 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 59 5120 kSym/s 29.20 MHz 49.00 dBmV
2 Locked ATDMA 60 5120 kSym/s 35.60 MHz 48.75 dBmV
3 Locked ATDMA 58 5120 kSym/s 22.80 MHz 48.25 dBmV
4 Locked ATDMA 57 5120 kSym/s 16.40 MHz 49.50 dBmV

 

I wanted to verify that I have the latest firmware, but Arris’s site points you to a 3rd-Party, that then points you back to Arris if it is for consumer use.  I see no way to get the firmware file’s version or to download any firmware.

 

Can I get some advice and assistance from the community?

Thanks

Oh yes, I DO see MANY corrected AND uncorrected errors.  I suspect this is the problem.

Could you let us know whether the modem is connected through hardwired to computer or any other router connected to access Wi-Fi network?

As I mentioned in the original posting, this happens both when using a WiFi router, AND “even a direct cable-connected device”.

 

As I mentioned in the original posting, it happens with multiple devices.

 

Thanks

Regarding firmware update, I suggest you to check only with internet service provider.

Arris develops the software update and makes it available to service providers.  The service providers qualify, test, and distribute the software update to devices on their network.  It has limited control or visibility on distribution by the service providers.

Ok.  Thanks for your follow up.  I have a few questions I am hoping you can answer.

 

  1.  Can you tell me the latest firmware version?
  2. Do you think it is likely that a firware update would fix the issue I am seeing?
  3. Are the issues I am seeing indicative of hardware failure?

Thanks

  1. The latest version depends on ISP, region, and other variables. so you won’t find a “latest version” as it can be different. Whatever version you have, is going to be the latest for it as its part of the provisioning from the ISP and they certify it. 
  2. no. errors in the line won’t be fixed with firmware. 
  3. the majority of the time, those errors are issues with the line. You can do your part to check the connections to make sure they’re tight, not old/corroded, not kicked, decent quality cable, etc. I usually say direct connect to the coax coming into the home so you can ensure the issue isn’t in your walls somewhere. And if that doesn’t help, the ISP needs to check it. 

Thank you so much plemans.

 

This info is critical for the resolution decision tree.

 

The modem is direct-connected to the ISP’s cable as it comes into my house.  They say that they’re line checks are excellent. 

  1.  Would you expect that they would be able to tell if the cable/connector to my modem was not working correctly and was causing these corrected/uncorrected packet errors?
  2. Do you think they’d lie about it?

I’ve already inspected the cable from the entry point to my modem and will inspect it outside as well.

 

Thanks

Basically, for the modem the signals come from the co-axial cable, which is provided and monitored by your ISP.

If there is a cable connection issue or errors on the corrected and uncorrected packet errors which will be taken care from your ISP

Kindly check with ISP, if they say the cable lines are excellent then the corrected and uncorrectable values  need to have a zero value not high numbered values 

 

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