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Contributor
daurtanyn
Posts: 5
Registered: ‎01-06-2013

Zoom 5341J Software Download update available but not completing.

Hello,

 

I have a Zoom 5341J modem and I'm very happy with the performance.  

 

However, it does seem to lockup every few weeks and I have to press the reset button to re-establish my connection to Comcast. 

 

A recent posting indicated an update was available, but the server for my area doesn't seem to be configured correctly to deliver it to my modem.

 

I"m running:  5.5.4.4J  But, I understand version 5.5.4.9J is the current firmware.

 

I have very good statistics as far as power and signal characteristics.  So, the connection is good to Comcast.

 

The Log entries below indicate there is a configuration issue with the server for this modem's firmware.

 

How should I proceed?

 

Thanks,

Hubert

 

 

Power and Signal entries:

 

Startup Procedure Procedure Status Comment Acquire Downstream Channel 645000000 Hz Locked Connectivity State OK Operational Boot State OK Operational Configuration File OK   SecurityEnabled BPI+

 

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 Locked QAM256 78 645000000 Hz 6.1 dBmV 41.9 dBmV 0 0

2 Locked QAM256 73 615000000 Hz 6.0 dBmV 41.4 dBmV 0 0

3 Locked QAM256 74 621000000 Hz 6.1 dBmV 42.0 dBmV 0 0

4 Locked QAM256 75 627000000 Hz 6.4 dBmV 41.9 dBmV 0 0

5 Locked QAM256 76 633000000 Hz 6.2 dBmV 42.4 dBmV 0 0

6 Locked QAM256 77 639000000 Hz 6.0 dBmV 42.0 dBmV 0 0

7 Locked QAM256 79 651000000 Hz 6.3 dBmV 41.9 dBmV 0 0

8 Locked QAM256 80 657000000 Hz 6.3 dBmV 41.4 dBmV 0 0

 

Total Correctables Total Uncorrectables 0 0

 

Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 Locked ATDMA 5 5120 Ksym/sec 30200000 Hz 41.8 dBmV

2 Locked ATDMA 4 5120 Ksym/sec 36800000 Hz 41.8 dBmV

3 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

4 Not Locked Unknown 0 0 Ksym/sec 0 Hz 0.0 dBmV

 

 

Recent messages from the Log:

Sun Jan 06 11:45:43 2013    Error (4)   SW upgrade Failed after download - SW File corruption   

Sun Jan 06 11:45:43 2013    Error (4)   Improper Code File Controls   

Sun Jan 06 11:45:42 2013    Notice (6)  SW Download INIT - Via Config file d11_m_5341_silver_c01.cm

 

Connection Expert
EG
Posts: 40,086
Registered: ‎12-24-2003

Re: Zoom 5341J Software Download update available but not completing.

All you can really do is to call in and report this.

Regular Problem Solver
johkal
Posts: 470
Registered: ‎10-28-2006

Re: Zoom 5341J Software Download update available but not completing.

Have you tried using the option to "Restore Factory Defaults" to see if will pull the new firmware?

Connection Expert
EG
Posts: 40,086
Registered: ‎12-24-2003

Re: Zoom 5341J Software Download update available but not completing.

[ Edited ]

Yep. Forgot to mention that this does indeed sometimes help to pull a file, thanks Johkal ! Use the recessed reset button on the rear of the Zoom.

 

If the file is truly corrupted or being corrupted in transit though, they will have to fix it.

Contributor
daurtanyn
Posts: 5
Registered: ‎01-06-2013

Re: Zoom 5341J Software Download update available but not completing.

The call into support did the trick.

 

There is a difference between the 5341J and the 5341 modem.   The ".cm" file which had been provisioned was incorrect.  

 

The technician loaded the correct file and the modem succesfully loaded the new firmware.

 

Now I'm just hoping for the better stability a new firmware load might bring.

 

Hubert

Contributor
daurtanyn
Posts: 5
Registered: ‎01-06-2013

Re: Zoom 5341J Software Download update available but not completing.

To close the thread...

 

If you have a Zoom 5341J and the log messages includes "d11_m_5341_silver_c01.cm", the log message should have been "d11_m_5341j_silver_c01.cm" (note the "j" after the 5341).

 

Tech support will have to change the file remotely if they have provisioned the 5341 instead of the 5341J.

 

Oh, for the curious, access to the log messages is at:

http://192.168.100.1/RgEventLog.asp

 

For some silly reason, you have to know the path to get the log messages list.

 

Best,

Hubert

Bronze Problem Solver
Jim721
Posts: 2,305
Registered: ‎12-05-2010

Re: Zoom 5341J Software Download update available but not completing.

FWIW, The old firmware had no issues what so ever so i doubt the new firmware will fix any connection issues you might be having. Good luck though you never know.

Contributor
daurtanyn
Posts: 5
Registered: ‎01-06-2013

Re: Zoom 5341J Software Download update available but not completing.

I did not have performance issues.   The old firmware worked fine with the Comcast infrastructure. 

 

What I had were stability issues.   The cable modem would lock-up and I would have to go hit the reset button every few weeks.   (A flight of stairs, two doors, a rack door, squinting to find the little recessed reset button)

 

I wanted to get the new firmware in the hope it would be more stable.   Often a slow memory leak in a process is all it takes to be the achillies heel of an otherwise great product.

 

 

Connection Expert
EG
Posts: 40,086
Registered: ‎12-24-2003

Re: Zoom 5341J Software Download update available but not completing.


Jim721 wrote:

FWIW, The old firmware had no issues what so ever so i doubt the new firmware will fix any connection issues you might be having. Good luck though you never know.


Yep. I have had the factory firmware and now have the latest and I saw absolutely no difference/s