CM1100 Firmware V10.01.07 - Diagnostics No Longer Accessible

[badtlc]

So last week my CM1100 on Xfinity updated the firmware from V7 to V10.01.07.  After the update, I can no longer access the diagnostics page from my computer connected to my router.  Nothing has change with my PC or my router, only the CM1100 firmware.

One interesting thing is that if I reboot my modem and then start hammering on 192.168.100.1, I will get the page to come up.  I can login and briefly see data until the reboot is complete.  Once the reboot is complete, the CM1100 stops responding to my PC.  

Is there anything I can do to restore access from my PC while behind the router?

[FURRYe38]

Has the modem been fully powered OFF for 1 minute then back ON? 

Diagnostics page meaning the Cable connections page or the modems home page in general? 

[badtlc]

Yes, it has been powered off for 1+ minute, re-plugged and turned on.

Yes. The connection diagnostics at 192.168.100.1.  Nothing will load at 192.168.100.1 after the modem completes booting up.  Can't even login as the page wont load.

[plemans]

You're not the first that I've seen with this issue. I'm wondering if its a new rollout that locks that away from consumers. I know spectrum has been locking that down as well. 

(1) Re: Unable to access the CM1000v2 modem diagnostic... - NETGEAR Communities

[badtlc]

It doesn't completely lock it out.  I can still get to it if I connect a PC directly to the modem.  It no longer works from behind a router.

[FURRYe38]

What brand and model router do you have connected to it? 

What is the routers IP address? 192.168.0.1? or 192.168.1.1? 

[olympos1625]

Hi badtlc,

Good day!

Welcome to NETGEAR Community!

Thank you for reaching out. Just to clarify, the issue here is only when behind the router, you are unable to access the user interface of the modem if you are connected to the router. Were you able to access it before? What are you trying to do on the user interface of the modem? 
 

Please do not hesitate to let me know if you need further assistance. 

Regards,

Oliver

Community Team

[badtlc]

---

@olympos1625 wrote:

Hi badtlc,

Good day!

Welcome to NETGEAR Community!

Thank you for reaching out. Just to clarify, the issue here is only when behind the router, you are unable to access the user interface of the modem if you are connected to the router. Were you able to access it before? What are you trying to do on the user interface of the modem? 
 

Please do not hesitate to let me know if you need further assistance. 

Regards,

Oliver

Community Team

---

Yes, it worked just fine before the firmware update.  I know the firmware update is what broke it as I was aware of others having the issue with this firmware update and so I immediately checked when the firmware updated.

I am just trying to monitor line conditions and event logs.  There is work/upgrades going on in my area and I'd like to keep track of what is changing as it changes.

[badtlc]

---

@FURRYe38 wrote:

What brand and model router do you have connected to it? 

What is the routers IP address? 192.168.0.1? or 192.168.1.1? 

---

TP-Link Deco X20

192.168.68.1

[FURRYe38]

Hmm...possible something changed in FW seems like.

.100.1 should be always accessible. 

[badtlc]

Just to update this after some testing today:

• With my PC connected directly to the modem, I could only access the CM1100 if I used the IP assigned from Xfinity OR something from 192.168.100.x. Using any other 192.168.x.x IP address and I could not access the CM1100 at all.  This makes sense as my router uses 192.168.68.1. So neither my router nor my PC can access the CM1100 from that IP address.
• I updated my router's LAN IP to be 192.168.100.2 instead of 192.168.68.1 and set my DHCP range to be 192.168.100.50-150 and it still wouldn't work.  I'm guessing this is because my router doesn't know where to send the requests for 192.168.100.1 when it is setup like this.  The router would work fine before because it knew to send 192.168.100.x to the WAN port.  Now it gets confused and I have no static routing capability with this router.

Is there anyway Netgear can fix the CM1100 firmware so 192.168.100.1 is accessible the same way as before?

[FURRYe38]

So when 1 wired PC connected to the CM modem with out the external router connected, can you not access 192.168.100.1? 

I just access mine however I see your FW is much newer than mine.

What does your PC see in this window when connected to the modem with out the router in between? 

Can you ping 192.168.100.1 with the PC directly connected to the modem? 

[olympos1625]

Hi @badtlc,

We would like to endorse you to NETGEAR Level 2 support team for a callback. Please provide the following information:

Name:

Email:

Phone:

Preferred schedule (atleast 2 days ahead)

Timezone:

Device S/N:

Alternatively, if you wish to be contacted via email only then kindly include your preferred email address.

I am looking forward to your response.

Regards,

Oliver

Community Team

[badtlc]

Do I put that information directly in this thread or am I supposed to private message someone with that information?

[FURRYe38]

Private message the moderator. 

[Steve0617]

I have the exact same issue now with the 10.01.07 firmware. CM1100. Xfinity. Recent 'upgrade' to 10.01.07.

Used to be able to access 192.168.100.1 from a PC hardwired or a laptop via Wi-Fi behind the modem. Now 192.168.100.1 no longer works. It does not respond to pings. I manually set my ethernet to 192.168.100.3. Still no response from the modem.

If I plug into the modem directly via Ethernet, I can bring up the access.

I have:
1. rebooted, no help
2. Paper clipped reset, no help
3. Removed the coax, paper clip reset, no help
4. Left it all off for 5 minutes, no help.
5. Connected directly via Ethernet, and after logging in, software factory reset it. No help.

The new firmware removed the ability to remotely access the login page.

[FURRYe38]

Please PM the forum moderator with your information that they posted about. 

---

@Steve0617 wrote:
I have the exact same issue now with the 10.01.07 firmware. CM1100. Xfinity. Recent 'upgrade' to 10.01.07.

Used to be able to access 192.168.100.1 from a PC hardwired or a laptop via Wi-Fi behind the modem. Now 192.168.100.1 no longer works. It does not respond to pings. I manually set my ethernet to 192.168.100.3. Still no response from the modem.

If I plug into the modem directly via Ethernet, I can bring up the access.

I have:
1. rebooted, no help
2. Paper clipped reset, no help
3. Removed the coax, paper clip reset, no help
4. Left it all off for 5 minutes, no help.
5. Connected directly via Ethernet, and after logging in, software factory reset it. No help.

The new firmware removed the ability to remotely access the login page.

---

[Steve0617]

With a few message posts and some googling, I found an answer that works.

Assuming your router can create a static route, create one with:

Destination IP: 192.168.100.1

IP Subnet: 255.255.255.255

Gateway: Your router's current WAN IP assigned by Xfinity (note this will obviously sometimes change but at least it makes the CM1100 accesible)

Metric: 2

Not saying this is the end all be all but it worked for me.

[FURRYe38]

Thanks for the find. Seems that something in this version of FW broke normal access to the modems web page. 

I'll pass this onto NG as well. 

@olympos1625 @DarrenM 

[badtlc]

Yes, the static routing option works for those that can do it.  Many entry level residential routers do not have static routing options.  That doesn't work for my setup.

[badtlc]

I sent the info to the moderator a few days ago and have not had anyone reach to me.  Any idea how long it takes?

Thanks.

[olympos1625]

Hi @badtlc,

We are sorry for the delay. The support team will get in touch with you soon. For now, please register the modem under your registered email address on MyNetgear portal.

Please do not hesitate to let me know if you need further assistance. 

Regards,

Oliver

Community Team