Spectator

SB6141 Software Update Error

Need advice.   Installed a new SB6141 about 2 months ago.   It generally works fine, but about twice a week, the speed drops to under 1 mpbs.   When I check the modem log, it shows an error - code E107.0 - SW upgrade Failed after download - Incompatible SW file.   Called TW 3 days ago - they said they'd look into what software was causing the problem and get back to me in 2 days.  Didn't hear from them so called again today.  Rep today said TWC doesn't push SW updates, and to go into WIN7 and turn off automatic updates, which made no sense ot me.   He told me to call Motorola.  When I power down and back up the modem the speeds return to normal.  Who knows the answer to where these SW updates are that are bringing down my modem and how to resolve?

19 REPLIES
Expert

Re: SB6141 Software Update Error

copy and paste the modems error log and the info page from the help tab, should look like this:

 

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.14-SCM01-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Serial Number: 0001
Firmware Build Time: Mar 6 2014 15:23:55

Spectator

Re: SB6141 Software Update Error

Hi

 

Here's the info

 

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.14-SCM03-NOSH
Boot Version: PSPU-Boot(25CLK)(W) 1.0.12.18m5
Hardware Version: 8.0
Serial Number: 397179523632262901012022
Firmware Build Time: Jan 22 2015 14:31:03

 

Also - here's a portion of the log showing the SW install error - had it twice yesterday.

 

Dec 23 2015 18:15:28

4-Error

E107.0

SW upgrade Failed after download - Incompatible SW file

Dec 23 2015 18:15:06

6-Notice

E101.0

SW Download INIT - Via NMS

Dec 23 2015 18:14:49

6-Notice

I401.0

TLV-11 - unrecognized OID;CM-MAC=cc:65:ad:0f:a4:ce;CMTS-MAC=00:17:10:89:67:5a;CM-QOS=1.1;CM-VER=3.0;

Dec 23 2015 18:14:49

5-Warning

Z00.0

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=cc:65:ad:0f:a4:ce;CMTS-MAC=00:17:10:89:67:5a;CM-QOS=1.1;CM-VER=3.0;

Dec 23 2015 18:14:27

3-Critical

T05.0

SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=cc:65:ad:0f:a4:ce;CMTS-MAC=00:17:10:89:67:5a;CM-QOS=1.1;CM-VER=3.0;

Dec 23 2015 16:09:26

4-Error

E107.0

SW upgrade Failed after download - Incompatible SW file

Dec 23 2015 16:09:03

6-Notice

E101.0

SW Download INIT - Via NMS

Dec 23 2015 16:08:46

6-Notice

I401.0

TLV-11 - unrecognized OID;CM-MAC=cc:65:ad:0f:a4:ce;CMTS-MAC=00:17:10:89:67:5a;CM-QOS=1.1;CM-VER=3.0;

Dec 23 2015 16:08:46

5-Warning

Z00.0

MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=cc:65:ad:0f:a4:ce;CMTS-MAC=00:17:10:89:67:5a;CM-QOS=1.1;CM-VER=3.0;

 

Thanks

John

 

 

 

 

Everyone's Tags (3)
Expert

Re: SB6141 Software Update Error

Wow, looks like Motorola has a new version firmware out and TWC's trying to downgrade to the 2014 version that we all have.

 The new hardware version is interesting

 

 

if the modem works, don't worry about it.  If it doesn't we'll have to pull twc's teeth to get them to update their end...

 

Expert

Re: SB6141 Software Update Error


JRM100 wrote:

 Rep today said TWC doesn't push SW updates, and to go into WIN7 and turn off automatic updates, which made no sense ot me.   He told me to call Motorola.  When I power down and back up the modem the speeds return to normal.  Who knows the answer to where these SW updates are that are bringing down my modem and how to resolve?


Wrong-WRONG- WRONG...

 

TWC does push updates and your OS has no effect on the modem.

 

TWC needs to get it's act together and get a phone support system with reps that understand the customers problem....

This needs to be escallated to TWC Tier 4 to get the proper SW for the new 6141's or else they'll drop support on the 6141's

 

 

 You're the first one to have displayed the 11 month sw/fw/hw update! congrats.... Woman FrustratedRobot Sad

Firmware Name: SB_KOMODO-1.0.6.14-SCM03-NOSH
Boot Version: PSPU-Boot(25CLK)(W) 1.0.12.18m5
Hardware Version: 8.0
Serial Number: 2022
Firmware Build Time: Jan 22 2015 14:31:03

 

Spectator

Re: SB6141 Software Update Error

Thanks for your feedback.  Any suggestions for next steps to try and resolve my having to power the modem down twice a week?   I don't see value in going back to TW given the last response I got, that they aren't pushing out updates.....................   Or is this the price of saving a couple of bucks month by owning my own modem?   

Expert

Re: SB6141 Software Update Error

They blatantly  lied...

Try the direct to tech  over at DSL reports...

Please report back as all the solutions there are secret and helps no one else..

 

Re: SB6141 Software Update Error

Identical issue.  Have the same firmware (new SB6141).  Seems that our SB6141 has a firmware newer than the one pushed out by TWC, thus the fail.

 

I get the same issue, normal speed for a day or so, then packet loss/speed drop to <2Mbps and need to reboot the modem to resolve.  Upon reboot, same upgrade failure in the logs.

 

Prior to any slowdown, I get this msg in the logs:

 

"No Ranging Response received - T3 time-out;CM-MAC=**REMOVED BY ME**;CMTS-MAC=**REMOVED BY ME**;CM-QOS=1.1;CM-VER=3.0;"

 

 

Spectator

Re: SB6141 Software Update Error

FYI - current status - posted to dslreports.............response was to push the sw update out to my modem again, which resulted in the same error.   Rep then indicated they would escalate for further investigation.   Waiting for a response from that escalation.   Will post back if new news.

Expert

Re: SB6141 Software Update Error

You can't roll back a SW upgrade to a new version hardware V 8.0

TWC needs to get it's act together and get a new config file for the latest version but will probably drop support on them as they've only rented out hardware V 7.0