I have 5G home internet service with the ASK-NCQ1338FA device. Every time I try to check for a firmware update (under Device Settings/Firmware/Check for new version) I get the error message, "Check for new software failed. There was a problem while checking for new software. Try again?"
I tried power cycling and a factory reset. Same result. Any idea how to get this to work?
I ask because I currently have software version 222656, but I notice here (https://www.verizon.com/support/verizon-internet-gateway-ask-ncq1338-update/) that an update should be available.
Welcome to the Group BROTHER!!!
You’re not alone, I am getting the same error, I have 2 Theory's:
1st: The Verizon Upgrade Servers are having issues (Unlikely but Murphy's law)
2nd: Verizon is Rolling back the Update due to Software issues (No Follow up updates)
3rd Option: Verizon becomes aware of this issue and it will take 3-5 weeks to fix it
My guess is they are rolling it back. @ATW55 , your poor connection is likely caused by the 1500 MTU setting in the new firmware being incompatable with your local Verizon network. Here is how you can tell. Open an cmd window on a pc (the ip address is Verzon's authentication server, one that I had troouble with on the new firmware).
1. type: ping -f -l 1400 192.16.31.176
you should rececive four replies to this smaller packet
2. type: ping -f -l 1500 192.16.31.176
if you receive four replies, your network works fine and you should be able to use the new firmware with no problems when it becomes available again.
if you receive one or zero replies, a piece of equipment is not forwarding the larger packets (1500 bytes plus 28 byte header and footer is a typical ethernet packet size); you can find the equipment as follows:
3. type tracert 192.16.31.176
note the ip addresses that respond (the first address should be your Verizon gateway, the second address should be the first Verizon router in the network)
4. type ping -f -l 1500 [ip address for first Verizon router in the network]
if you receive zero or no replies, you likely have the old firmware as your modem is not forwarding the larger packets; just be happy for now
if you receive four replies, your Verizon gateway is passing the larger packets, so you likely have the new firmware; continue pinging down the list until you get one or zero replies; the last successful ping with four replies is the piece of Verizon equipment that hasn't been modified to forward the larger packets; you cant do anything about this except for (a) reset Verizon gateway and use old firmware with lower MTU setting, (2) if you have your own router in between, reduce your MTU setting on that router to 1400 (worked for me), (3) search the web for how to reduce your MTU on a PC if you are having trouble with only PCs (not tested but should theoretically work)
Yeah, sadly I went down that rabbit hole a while ago. Didn't help.
Just curious (bc a neighbor is having similar problems too)...what changes did you make that didn't help? Using the old version of gateway firmware? Or something else? Thanks in advance.
I am sadly running the newer firmware 3.2.0.14 ...The older version was no issue. I only run clean in default double NAT . If I try to use IP Passthrough or DMZ I get buffering on streaming, (On a wired connection). Some sites struggle or refuse to load. Customer Support had me factory reset and said there you are fixed now ... Nope it only put me back to double NAT. They would not acknowledge the release has issues, nor would they roll me back. I got this day one of the release (1/17) .... So far I have found no one else that has gotten the update
Gotcha. Maybe you could ask them to trade out your gateway.
I had a ARC-XCI55AX with the new firmware and the same issues you described. They inisisted on sending a new one (which happens to be a ASK-NCQ1338FA with the old firmware) and it seems to work fine. But also, while waiting for the new one, I also found a MTU setting on my TP-Link Omada gateway, dropped it to 1400, and it instantly fixed all the problems, even in IP passthrough mode with the new firmware.
Good luck.
Thanks for the info ... For my use I can run fine as double NAT, my need for IP Passthough is no longer. The hardware seems fine, so I'm willing to wait for the Firmware fix (??) When I get a block of free time I may revisit MTU. At 1500 I was not losing any pings, but I'll give 1400 a try. Don't think I actually went that low for MTU.
Same poblem here, been trying for about a month and no ability to apply the update.
I sadly received the update on day 1. I experienced multiple issues running IP Passthough, some sites would not load, some buffering while streaming on a hardwired connection. Customer service claimed my update was incomplete and they would push a refresh copy to me. They had me do a factory reset which switched me from IP Passthough back to router mode. in router mode I'm 99% with all sites loading and only occasional buffering. After several days the router had not rebooted so I suspect the update push was smoke & mirrors. So far I have found no one else who has gotten this update. Makes me wonder if it had issues and the rollout was paused. I could not get customer support to confirm this
Its MAY and still can't get V6 or V6.5 of the update for ASK-NCQ1338FA. Continues to say, 'There was a problem while checking for new software'. The good news is both V6 # V6.5 look be buggy or bad so I'm happy I can't get it. #IP Passthrough continues to be trouble spot for Verizon 5G Home internet. For the record I also run with 1400 MTU.
Would someone let me know if they have been able to install the 6 or 6.5 update recently? Thank you.
Manual install does not work. Mine installed automatically overnight, 6&6.5. Manual update is gone starting with ver 6. Personally I find the updates are both buggy and I wish I was back pre update.
Sometime prior to Friday 5/19/23 (I think the Wednesday before, approximately after Midnight) the latest version of Firmware was installed on my ASK-NCQ1338FA. The install 'worked' but, the device seemed dazed about 'what' it was as far as the IPPASSTHROUGH mode was concerned. To be clear, I never when down after the install and never had any indication that performance had taken a hit. However, you could tell the install was not 'clean'. So, Friday, when I had a chance, I ended up doing a reset on the cube and reestablished my IPPPASSTHROUGH environment (i.e., using my existing router) and everything worked fine. Current Versions: 231251 (Modem) 3.2.0.18 (Router). Transmisson speeds seem consistently better. All in all, a hassle but, nothing 'end of the world'.
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