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: The PDL (Power Download Level?) values are all within the desired range. The SNR values are all ok. the PUL (Power Upload Level?) values are all ok.Here is the contents of the Status Page:StatusThe 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

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.no. errors in the line won’t be fixed with firmware.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.

Solved

SB6190 Has Repeated Interrmittent Drop Outs (Want To Ensure Latest Firmware & Request Advice)

2 months ago
23 February 2024
8 replies
197 views

mbayazit
4 replies

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:

The PDL (Power Download Level?) values are all within the desired range.
The SNR values are all ok.
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

icon

Best answer by plemans 27 February 2024, 16:44

View original

This topic has been closed for comments

8 replies

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

Userlevel 5

+41

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

Userlevel 5

+41

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.

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

Thanks

Userlevel 6

+40

plemans
Legends
1587 replies
2 months ago
27 February 2024
Answer

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.
no. errors in the line won’t be fixed with firmware.
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.

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?
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

Userlevel 5

+41

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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