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New Contributor
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Motorola SB6141 disconnection issue
Hi,
About once every 1 or 2 days, my modem loses the connection. A cold restart would fix the issue, which, however, is annoying. I wonder whether it is an outdated firmware causing this hassle. Here is what I have:
Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.12-SCM00-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Serial Number: 374781418201891410020022
Firmware Build Time: Mar 12 2013 17:48:19
I can post more info if necessary.Thx!
--jun
lizdance40
New Contributor
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Is it set to a fixed channel, or automatic? Disconnects seem to be reduced when I switched to a fixed channel 1, 9, 11 seemed best )
if you have had the modem for a few years and it gets a lot of use, it may need to be replaced. My experience is they do a slow dance of death. More frequent disconnects and need for reboots are a sign they are on the way out.
we are a very connected house and kill modem and routers in 4-5 years easily. Current motorola modem and apple router are on year 4 and still going strong.
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Health_Edge
+5 more
Valued Contributor III
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I using the exact same modem with the same firmware(SB_KOMODO-1.0.6.12-SCM00-NOSH) and no reported problems. Rock solid.
Could you post the modem's signal levels?
@Lizdance40 I think he is talking about modem connectivity, not wireless issues. Though changing the channel is a good idea, no one channel is "better" then another, its just which channel has less congestion in your area.
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lujun823
New Contributor
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Thx for the reply. Here is a copy of the signal page. When it works, it's great -- it's just the spontaneous disconnection that is annoying.
[3] 64QAM
[3] 64QAM
[2] 16QAM
[3] 64QAM
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lujun823
New Contributor
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Thx for the reply. As Health Edge pointed out below, the issue is between the cable modem and cox. My wireless router works fine. I bought this router about 3 months ago so it is pretty new.
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Health_Edge
+5 more
Valued Contributor III
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The signal levels look sound. Do you lose the lights on the modem as it disconnects? Or on the router?
Also, make sure the modem is connected directly to the electrical wall socket. Surge protectors can sometimes cause interruption of the current running through them.You wouldn't notice it if a light was pluged in, but its enough to interrupt the connection between the modem and Cox.
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DerrickW
Valued Contributor
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I was able to locate the modem information, I see there is another version of firmware available. I can push that to the modem to see if that helps. I did also want to ask if you had any splitters or anything connected? The signal levels to the modem look fine.
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Health_Edge
+5 more
Valued Contributor III
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Is that a new version for the area, or national? Any release notes? I have the same modem with same firmware.
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DerrickW
Valued Contributor
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The version I see available is Moto_SB612x_6141-1.0.6.14-SCM01_C_140318.p7. I can see if it is available to you, I would just need your MAC address. You can email it to cox.help@cox.com.
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lujun823
New Contributor
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Hi Derrick,
Let's try the new version. Anything else you need from me to get the push? Thx.
--jun
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lujun823
New Contributor
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Hi Health Edge,
I can't remember the lights when it is disconnected. I will report back when it hits me again. Thx!
--jun
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PatrickAZ2014
New Contributor
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Just spent 2 hours on the phone with a Tier 2 agent trying to get my SB6141's firmware updated. Motorola's site directs users to their ISP's for the firmware update yet, the few people I have spoken with weren't able to assist me. Seems like you have the magic wand. How can I get my SB6141's firmware updated also?
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DerrickW
Valued Contributor
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I would just need to have you verify the account information so I can make the changes. Can you please email us at cox.help@cox.com, verify the name, address, and the last four of the SSN listed on the account. Once I push the new firmware you will be disconnected briefly.
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ChrisL
Former Moderator
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I did take a look at your modem and it seems the firmware is already up to date. Is there any particular issue you're trying to resolve?
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lujun823
New Contributor
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Hi Derrick,
Thx for pushing the new firmware -- I can confirm that the modem reports the new firmware version. However, it happened again tonight, which was fixed by a cold restart.
Some symptoms I observed while it was in trouble:
The light of internet connection is off.
Here is the status page, which looks normal to me:
Here is the Signal page, which looks good.
[3] 64QAM
[3] 64QAM
[2] 16QAM
[3] 64QAM
Here is the Log page:
The err "No Ranging Response received - T3 time-out;CM-MAC=78:96:84:fa:2f:59;CMTS-MAC=00:13:5f:02:66:e5;CM-QOS=1.1;CM-VER=3.0;" caught my eyes although I don't fully understand what it means. It should be the latest log record however the timestamp is messed up -- the modem tends to reset its clock. Anyway, it seems that the modem couldn't get the Ranging Response, and panicked. If we can figure out why it failed to retrieve the response, we might be able to get to the bottom of this issue. Hope the info above is useful somehow. Thx!
--jun
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DerrickW
Valued Contributor
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Do you have any splitters connected to the line or anything? The signal levels look ok but something would have to be causing the disconnects. Do you have any other cable outlets you can try in the home?
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