*** CGN3ACSMR - League of Legends – latency: firmware release pending

[Datalink]

Update: The new firmware has now been deployed across the network. Customers who received a modem with the old firmware will be updated automatically within 48-72 hours. There is no need to submit your MAC Address & Cable Account Reference number as the update will happen automatically.

This only applies to the CGN3ACSMR.

Announced as of the evening of Thursday 28 May, a firmware update to address the League of Legends issue is close to deployment. Updates are available as indicated in the message below from CommuntyHelps
______________________________________________________________________________________________________________
Hello Community

Good news! We have received a firmware patch from Hitron that resolves the connectivity issue with League of Legends and we’re working on deploying it to all. In the meantime, we can provide the update directly to those who contact @CommunityHelps via private message and provide the following information:

-Cable account reference number(12 digits beginning with “2”)

-MAC address of modem (12 digits found on the back of your Hitron modem)

Modems will be updated during nightly maintenance windows so you can expect to see the update take effect within 48 hours.

Thank you for your patience.

 Original post:  #176

http://communityforums.rogers.com/t5/forums/forumtopicpage/board-id/Getting_connected/page/18/thread...

_________________________________________________________________________________________________________________

 Note that this update addresses the League of Legends issue as well as the latency issue observed when pinging the modem. This should also address latency issues through the modem which is good news for anyone who games, not just with LOL, or who runs a time or latency intolerant application. 

The firmware solution that addresses the latency issue will also be applied to the next firmware updates for the CGN3 and CGN3AC, however there is no timeline as of yet for release dates for those modems. 

The Cable account reference number is located within the Internet section of your bill. The account number that you normally see or use is comprised of various home services such as Internet, Home Phone, Home Monitoring, etc, but the requested reference number is located at the top of the Internet section of your monthly account statement.

------

Edited to add the below info:

If you send in your request during the day or early evening, you will probably see the update pushed out either very late in the evening or during the overnight maintenance period.  If not, then it should be pushed out no later than the next night.  The update will install regardless of the operating mode of the modem, Gateway or Bridge mode.

You can tell if you have the latest firmware by logging into the modem to check the firmware version or simply pinging the modem.  The old version is 4.4.8.13.  The new version is 4.5.8.16

If you are connected directly to the modem with the modem in Gateway mode, you can log into and ping 192.168.0.1   If you are connect to a router with the modem in Bridge mode you can log into, and ping 192.168.100.1

Here is an example of what you see with the previous 4.4.8.13 loaded:

ping 192.168.100.1 -n 1000

Reply from 192.168.100.1: bytes=32 time=3ms TTL=63
Reply from 192.168.100.1: bytes=32 time=3ms TTL=63
Reply from 192.168.100.1: bytes=32 time=8ms TTL=63
Reply from 192.168.100.1: bytes=32 time=3ms TTL=63
Reply from 192.168.100.1: bytes=32 time=12ms TTL=63
Reply from 192.168.100.1: bytes=32 time=6ms TTL=63
Reply from 192.168.100.1: bytes=32 time=13ms TTL=63
Reply from 192.168.100.1: bytes=32 time=9ms TTL=63
Reply from 192.168.100.1: bytes=32 time=6ms TTL=63

Ping statistics for 192.168.100.1:

Packets: Sent = 1000, Received = 1000, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 139ms, Average = 6ms

Note the random ping times and average of 6 ms.

Here is the ping test after 4.5.8.16 is pushed out:

ping 192.168.100.1 -n 1000

Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=25ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=3ms TTL=63

Ping statistics for 192.168.100.1:

Packets: Sent = 1000, Received = 1000, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:

Minimum = 1ms, Maximum = 67ms, Average = 1ms

Note that the average ping time to the modem drops from an average of 5 to 6 ms down to 1 ms.  Its not perfect as there are still random high ping times in the double digits, but its still a very good improvement.

There are two bugs in this updated version:

1.  The wifi is all or nothing.  You either have to have both 2.4 and 5 Ghz networks running, or both disabled.

2.  The firmware doesn't appear to save the enabled / disabled state for the wifi, so, if the power goes out at some point, when the modem fires up, there is a mismatch between what the wifi is actually doing, ie, on or off, and what the user interface indicates.  The way around this is to first save a backup file for the modem.  Navigate to ADMIN.....BACKUP and use the Backup button to create a backup file somewhere on your pc.  Do this when you have the modem settings configured to your preferences.  If the power ever goes out, run a factory reset by pressing the reset button at the back of the modem for 30 seconds and releasing it.  You can also initiate a reset from the ADMIN....DEVICE RESET page.  After the reset and reboot, reload the backup file using the ADMIN....BACKUP page, and then reboot.  Problem solved.

The all or nothing issue has been resolved for the next firmware release.

[nmor4]

Hey, thanks for the reply. The situation is that I rent and share a house with an older woman a little unfamiliar with modern technology.  We share payment for internet but bottom line is I don't feel comfortable asking for any account numbers or things like that so I can't contact Rogers directly to ask for the update.

I realize you aren't a Rogers employee and might not have this information, but do you have any estimate of when they will be releasing the update large-scale to all customers, and when that happens will something need to be done with the router to recieve and update the firmware or will the process happen automatically.

[Datalink]

Sorry, but I don't have any idea when the general release will happen.  When that does occur, it shouldn't matter what configuration the modem is in.  The process itself will be automatic.

As far as the account number, you don't need the account number that refers to the whole bill.  Buried at the top of the internet section of the bill is the Cable Account Reference Number.  That is a specific number tied to the internet service, and that is the number that you need.  If you have access to that, you're halfway there.  You could try to explain that the modem requires a firmware update to operate better and set up the message so that all that is required is the Reference number.  Have her fill out the number and hit send.  Diplomacy is the key word of the day.  If thats a no go, my guess is that it will be several weeks before the firmware sees general distribution.

[Datalink]

@mmaynard2 can you delete your post as its not a good idea to leave the modem MAC adddress out in the open. 

Go to the first post in this thread, take a read thru it and send the modem's MAC addresss and your Cable Account Reference Number to CommunityHelps.  When you are signed into the forum, just follow this link @CommunityHelps to get to the public page and follow the link on the upper right hand corner titled "Send this user a private message" to take you to the next page.  The pm address is already filled in, just have to fill in a title and your info and hit Send.  If the staff aren't terribly busy with a number of requests, you might see the update pushed out later tonight.   

[dtan97]

Hey Datalink,

I'm sorry if this question has been asked before but, how would one know if the firmware has been updated other than constantly checking through game matches? Will they send a confirmation email after the update has completed? Thank you. 

[Datalink]

If you send in your request during the day or early evening, you will probably see the update pushed out either very late in the evening or during the overnight maintenance period.  If not, then it should be pushed out no later than the next night.

You can tell if you have the latest firmware by logging into the modem to check the firmware version or simply pinging the modem.  The old version is 4.4.8.13.  The new version is 4.5.8.16

If you are connected directly to the modem with the modem in Gateway mode, you can log into and ping 192.168.0.1   If you are connect to a router with the modem in Bridge mode you can log into, and ping 192.168.100.1

Here is an example of what you see with the previous 4.4.8.13 loaded:

ping 192.168.100.1 -n 1000

Reply from 192.168.100.1: bytes=32 time=3ms TTL=63
Reply from 192.168.100.1: bytes=32 time=3ms TTL=63
Reply from 192.168.100.1: bytes=32 time=8ms TTL=63
Reply from 192.168.100.1: bytes=32 time=3ms TTL=63
Reply from 192.168.100.1: bytes=32 time=12ms TTL=63
Reply from 192.168.100.1: bytes=32 time=6ms TTL=63
Reply from 192.168.100.1: bytes=32 time=13ms TTL=63
Reply from 192.168.100.1: bytes=32 time=9ms TTL=63
Reply from 192.168.100.1: bytes=32 time=6ms TTL=63

Ping statistics for 192.168.100.1:

Packets: Sent = 1000, Received = 1000, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 139ms, Average = 6ms

Note the random ping times and average of 6 ms.

Here is the ping test after 4.5.8.16 is pushed out:

ping 192.168.100.1 -n 1000

Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=25ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=2ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=1ms TTL=63
Reply from 192.168.100.1: bytes=32 time=3ms TTL=63

Ping statistics for 192.168.100.1:

Packets: Sent = 1000, Received = 1000, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:

Minimum = 1ms, Maximum = 67ms, Average = 1ms

Note that the average ping time to the modem drops from an average of 5 to 6 ms down to 1 ms.  Its not perfect as there are still random high ping times in the double digits, but its still a very good improvement.

To receive the update you need to have the CGN3ACSMR running in Gateway mode with the 2.4 Ghz network up and running.  I dont' think there will be any issues if both wifi networks are up and running but at a minimum, the 2.4 Ghz network must be up and running. 

There are two bugs in this updated version:

1.  The wifi is all or nothing.  You either have to have both 2.4 and 5 Ghz networks running, or both disabled.

2.  The firmware doesn't appear to save the enabled / disabled state for the wifi, so, if the power goes out at some point, when the modem fires up, there is a mismatch between what the wifi is actually doing, ie, on or off, and what the user interface indicates.  The way around this is to first save a backup file for the modem.  Navigate to ADMIN.....BACKUP and use the Backup button to create a backup file somewhere on your pc.  Do this when you have the modem settings configured to your preferences.  If the power ever goes out, run a factory reset by pressing the reset button at the back of the modem for 30 seconds and releasing it.  You can also initiate a reset from the ADMIN....DEVICE RESET page.  After the reset and reboot, reload the backup file using the ADMIN....BACKUP page, and then reboot.  Problem solved.

The all or nothing issue has been resolved for the next firmware release.

[dtan97]

Works perfectly now, after the update. Took as long as they promised it would. Thanks so much!

[Showmilove]

After firmware update from 4.5.8.13 to 4.5.8.16 things seem to be working fine. For me it wasn't LoL but BF4. Kept getting disconnected consistenly within 10-15 mins in game. The update has "fixed" this. Thx

[ggiesta]

Update wasn't pushed out to my router last night as expected, hopefully this gets done tonight.  Online gaming is basically useless/impossible until this is fixed.

[florincable]

Is there a time frame for releasing the final update to everyone? weeks or months? If too long I will probably use the beta update, thanks!

[visonx]

What happens if I dont have my cable account number but my MAC address. im living in a dorm and the internet is included in my rent. I really need this update.

[RogersAsif]

Hi @visonx

I suggest getting in touch with your landlord and having him put in the request for you. Or ask if they can add you to the account as an authorized contact on the Internet account as, you need to be authorized to request the update.

Thanks,

RogersAsif

[Datalink]

You're in a dorm but you have your own modem as part of the rent?

[roofed]

Question Since my modems wifi does not work unless i do a backup or a factory reset when we get the next update because the update requires you to have your wifi on 2.4ghz will my update work properly. The 2.4ghz light turns on but no wifi will broadcast if it's just the part where the wifi just being on then i think it will be ok but the modem still thinks the wifi is on the status will show it's broadcasting but if i turn if off the modem does turn it off and says it's off i used inSSIDer to see if it was broadcasting and there was no trace i also used wifi analyzer "app for android" and it did not see a thing so i guess it's just the firmware thats causing the wifi not to work tried both vertical and horizontal nothing changes.

[Datalink]

I would say that the requirement to have the 2.4 Ghz network up and running is an anomaly.  Typically the update runs, regardless of the state of the modem, running in Gateway or Bridge mode, and if its in Gateway mode, the status of the wifi should not matter.  When the next official network wide update comes out, it should just run without any issues.

[jackthecompguy]

speaking of... Any word on the official update? I'd like to be able to switch off 2.4g wifi 😉

[Datalink]

Are you using the modem's wifi at all?  If not I would just turn it off.  I haven't heard of a release date for another version, but I'll ask the question.

[jackthecompguy]

Yeah, my SmartTV doesn't like my ASUS router's wifi (2.4 or 5ghz) so in order to use it to watch netflix i use the modem's 5Ghz wifi (since that causes way less inteference than running 2 x 2.4ghz networks does) but this firmware has the bug where you have to have 2.4g on.

Thanks 🙂

[Gdkitty]

Really?  I had the opposite.

Both my smart TVs (my older LG and newer samsung), would not stay connected properly to the CGN3 (regular one, not the newer ACSMR).
Works flawlessly with my Asus.

[jackthecompguy]

what asus router do you have? I am on the ac 87 u with the rogers acsmr as the modem. 🙂

[Datalink]

Does your 87U have a Network Tools.... Smart Connect Rule tab, as is found on the AC3200?  Has that migrated down to the 87U?

[jackthecompguy]

i'll have a look in the morning when im more alert lol. thanks for this 🙂