ARC-XCI55AX Not Updating Software

Hello, I have been dealing with many issues relating to IP Passthrough on the ARC-XCI55AX gateway firmware 3.2.0.7. Many others in the forum seem have had similar issues with it causing problems with certain apps and software. It also seems that in response to this, an update was released as detailed here: https://www.verizon.com/support/verizon-internet-gateway-arc-xci55ax-update/

The issue with this is that the ARC-XCI55AX admin portal in version 3.2.0.7 has no way to search for updates or manually apply them from what I can tell. (Also something fixed in the new release, ironically) Normally, the gateway should find and apply any new updates on startup, but it refuses to update no matter what. Even though the firmware has been available for well over a month.

I have rebooted the gateway several times, factory reset it, unplugged and waited, and nothing has worked. The system refuses to update to 3.4.0.10 on its own.
Is there any way to force the gateway to update to the latest version?

Accepted answers

Supernova45

I have good news and bad news in regards to this. After a bit of work on the phone today, I was able to get into contact with a technician that was able to help me. Unfortunately, they also did not seem to have any detailed, technical knowledge on the gateway and just seemed to be working from a slightly more detailed script. So I still don't know if there is another way to make the system update itself.
What they did do however, was mark the gateway as defective and say that Verizon would ship a new one, which would (hopefully) be updated or be able to update. However, after reviewing the order email sent after the call, it seems that they are actually sending a WNC-CR200A instead of another ARC model. I'm not exactly sure if the WNC is a newer model or not. Or if it will have the same issues, since its update page is much less comprehensive.
Regardless, I'm going to set it up and give it a try to see if it works once it arrives. I'll leave an update once I've done so. Good luck in the meantime.

All comments

Verizon_Support

We are sorry to read that you've been having issues with your router. Could you provide us with additional details of the problems you are having?

~Freddy

Supernova45

I am unsure of what possible additional details I could provide?
I am having problems caused by my router's current firmware. A fixed firmware for these issues was released a month ago. I cannot get my router to update to this new firmware.

patterrr

Any luck resolving this? I have exactly the same problem, I need to update because the passthru mode is blocking certain devices from working, such as my Bamboo Labs 3D printer and GE washing machine. Bummer that Verizon's only reply was 100% useless, but please post if you've found a solution.

Supernova45

patterrr

Thank you for the follow-up. Bummer that they couldn't get your ARC device to update. From some quick searching, it appears that the WNC-CR200A may indeed be a newer device, but it appears that it may have some passthrough issues as well. I can't believe they are having such a hard time getting this right. I hope yours has new firmware and works great. Let us know how it goes once you receive it! If it solves your problems I'll probably try to take the same path as you.

Verizon_Support

We want to ensure this is resolved for you ASAP so that you can use your home internet with all your necessary devices. A private message is being sent to assist you further.

-Sean

Verizon_Support

Supernova45, we are happy to hear that this was addressed. If you have any issues with the replacement or anything else, we are standing by here anytime for further assistance.

-Sean