Symptom:
The [secure] web page times-out with an "error 7" or "server not responding" when attempting to access Xfinity / Comcast website email (webmail) or some secure web sites - While using an Arris "Dory" cable-modem gateway model TG862G.
Possible Cause:
Bad Arris "Dory" Cable-modem Gateway Firmware. (Model TG862G - as indicated on the lower front panel).
Possible Solution:
1.) Reset the gateway*
2.) Replace the device.
*At this time, no firmware update is available; resetting will not correct the problem.
RESETTING THE DEVICE MAY CHANGE YOUR SSID (NETWORK NAME) AND/OR YOUR WIRELESS NETWORK PASSWORD.
To reset, you'll need to press the recessed button inside the back panel and hold it in for 30 seconds. The factory settings will be restored.
Note the factory SSID (network name) and password are on the sticker on the bottom of the device.
Verifying the firmware can be accomplished by entering 10.0.0.1 as a URL into your browser, using admin and password to access the Dory when prompted, then clicking Connection followed by Xfinity Network from the left hand margin; and scrolling down to Cable Modem.
Note: The SMC "Dory" is NOT experiencing this issue.
