- last edited on by
RogersAsif
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
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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
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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.
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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.
- last edited on by
RogersAsif
Still showing 4.5.8.16 on my CGN3ACSMR. Fwiw, I hadn't heard of, or been advised of an update.
Hi @bngan2
First I would like to say Welcome to the community! 
Thank you for reaching out to us, the firmware/software update should be updated automatically within 48 hours from the time the modem came online.
If you still do not have the update after 72 hours you can PM @CommunityHelps 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)
Thank you for your patience.
RogersAliciaG
Can you check the product sticker at the back of the modem and let us know which modem it is. If its one of the new Hitron modems it will be a CGN3, CGN3AC, or CGN3ACSMR. If its a CNG3ACSMR, can you log into the modem and on the Status page which is the first page that comes up, check the software version. The previous version is 4.4.8.14. The update version in 4.5.8.16. It takes 48 to 72 hours to update to that firmware version. 4.5.8.16 resolves connect / disconnect issues with League of Legends and other online games, issues with VOIP devices and VPNs and just about any other latency intolerant application. The jury is still out for PS3s and PS4s. If you look at the very first post in the following thread, you can see the difference in the latency for ping tests to the modem, before and after version 4.5.8.16 loads.
Just to check, are you running the modem in Bridge mode, with the Asus router running in full router mode? You most likely do not need or can't use QOS. For speeds above 100 Mb/s, with a recent Asus router, you should ensure that the Hardware Acceleration is enabled. This is actually Broadcom's Cut Through Forwarding (CTF) which is incompatible with various functions such as QOS, traffic monitoring and any other function that requires the router processor to process the data for any purpose. CTF basically forwards the data at the chip level, WAN port to local LAN port. When it is disabled you lose the fast path through the router and take a second hit on throughput due to the processing of the data. Assuming that your router has a Hardware Acceleration function which can be enabled, (LAN.... SWITCH CONTROL..... Hardware Acceleration) ensure that this is on.
The other possibility to look at is the cable signal levels. Can you log into the modem, navigate to the STATUS.... DOCSIS WAN page, copy the Downstream and Upstream tables and paste them into the thread. That will allow us to ensure that the signal levels are within their normal operating range. Even so, if you happen to be on a busy node, there is a good change that the node is not able to service the number of customers that are using it with higher data rates. That usually requires further investigation to come to that conclusion.
It could be partially responsible. Log into the modem, navigate to BASIC..... GATEWAY FUNCTION, and disable the Residential Gateway Function. Save the setting and the modem will reboot into Bridge mode. Usually anyone running in Bridge mode will then run everything through their own router, so, if there is anything else connected to the modem, it or they should be connected to the router instead. Reboot the router as well so that it picks up the 192.168.01 address from the modem.
To log back into the modem when its in brige mode, use 192.168.100.1. You can do this through the router, so you don't have to connect a pc or laptop to the modem to get back into it to swtch back to Gateway mode or to check the signal levels.
With the modem in Gateway mode you would be running a double NAT situation, which is not good in terms of any port forwarding.
Your signal levels look ok. You should not have any problems with those.
Did you kick the modem into Bridge mode? And if so, did you reboot the router so that it picks up the 192.168.0.1 IP address. In order to look at the ping situation you should run your test via wired connection first in order to rule out any Wifi issues. Are you connected via 2.4 or 5 Ghz network?
- last edited on by
RogersAliciaG
I can take up to 72 hours (and thats exact.. so not day 3 is 72 hours.. if you plugged in at 5pm, 72 hours from 5pm sort of thing)
There is no way to force it though.
If you have not got it after the 72 hours, pleast contact @CommunityHelps
- last edited on by
RogersAliciaG
After the 72 hour mark, to request the firmware update to version 4.5.8.16, follow this link @CommunityHelps to navigate to the CommunityHelps page when you are signed into the forum. On the right hand side of the page is a link titled "Send this user a private message". Use that link to navigate to the next message composition page, fill in the title, and your modem MAC address and Cable Account Reference Number in the text area. The Cable account reference number is located within the Internet section of your bill. If you are a new customer, you will not have immediate access to the Cable Account Reference Number. This can be obtained by calling Customer support. You can then send that Reference Number, along with the modem MAC address to CommunityHelps. 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.
The modem MAC address can be found on the sticker at the back of the modem, or in the HFC MACC Address located in the Status page of the modem when you are logged into the modem.
Indicate in your message that you're at the 72 hour mark with no sign of the update.
- last edited on by
RogersMaude
If the modem has been online for 72 hours with no signs of the update to version 4.5.8.16, follow this link @CommunityHelps to navigate to the CommunityHelps page when you are signed into the forum. On the right hand side of the page is a link titled "Send this user a private message". Use that link to navigate to the next message composition page, fill in the title, something such as "Request firmware update for CNG3ACSMR", and your modem MAC address and Cable Account Reference Number in the text area. The Cable account reference number is located within the Internet section of your bill. If you are a new customer, you will not have immediate access to the Cable Account Reference Number. This can be obtained by calling Customer support. You can then send that Reference Number, along with the modem MAC address to CommunityHelps. 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.
The modem MAC address can be found on the sticker at the back of the modem, or in the HFC MACC Address located in the Status page of the modem when you are logged into the modem.
Indicate in your message that you're at the 72 hour mark with no sign of the update.
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