ASK-NCQ1338FA firmware update?
TONY_W
Enthusiast - Level 3

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.

 

Re: ASK-NCQ1338FA firmware update?
kavana33
Enthusiast - Level 1

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

Re: ASK-NCQ1338FA firmware update?
edstewbob1
Enthusiast - Level 2

Same poblem here, been trying for about a month and no ability to apply the update.

Re: ASK-NCQ1338FA firmware update?
ATW55
Enthusiast - Level 2

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

Re: ASK-NCQ1338FA firmware update?
TD78
Enthusiast - Level 2

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) 

Re: ASK-NCQ1338FA firmware update?
ATW55
Enthusiast - Level 2

Yeah, sadly I went down that rabbit hole a while ago. Didn't help. 

0 Likes
Re: ASK-NCQ1338FA firmware update?
TD78
Enthusiast - Level 2

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.

0 Likes
Re: ASK-NCQ1338FA firmware update?
ATW55
Enthusiast - Level 2

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 

Re: ASK-NCQ1338FA firmware update?
TD78
Enthusiast - Level 2

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.

Re: ASK-NCQ1338FA firmware update?
ATW55
Enthusiast - Level 2

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.