Question about Arris SB5100 SURFboard DOCSIS 2.0 Cable Modem (50120900100)

1 Answer

System shuts down after surfing the internet

My Operating System is Vista. I use a cable modem. The Modem is the Motorola SB5100. When I attempt to surf the net, my system will shut down after about 15 minutes and reboot. I checked my Networking options and the following error message states:

This device is not working properly because Windows cannot load the drivers required for this device. (Code 31)
Can someone help?

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  • dwright214 Nov 30, 2008

    Thank you. I will give it a try

  • dwright214 Dec 13, 2008

    Thank you Techjuli. I did exactly what you told me to do and my "blue screen" gives me the following messages:



    "A problem has been deteced and windows has been shut down to prevent damage to your computer



    Bad_Pool_Call



    Technical Information

    *** Stop: 0X000000C2 (0X00000007, 0X0000110B,0X080A0003, 0X849A3B08



    Can you help?

  • dwright214 Dec 14, 2008

    Particular actions. Sometimes when I logon to AOL, it will shutdown or if I attempt to access a website, it will shutdown. If I turn off my modem (no internet access), my system remains functional. But once my modem is turned on, my system, at some point, will shut down.



    And thank you for taking your time to look into this. I was going to purchase Ethernet, but I don't want to do that unless I am 100% certain that I need that connection.

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Regarding the error code, all you need to do is update your driver. You can do this by downloading the most up to date driver from motorola here.

Unfortunately, it seems like this might be two seperate issues.

Sometimes machines, especially laptops but it will happen to desktops as well, will shutdown when they are overheated in an attempt to prevent damage to the physical hardware. Judging by the "after about 15 minutes" comment, I think this might have something to do with it as that 15 minute window would give a non-functioning fan or unventilated laptop enough time to overheat your machine.


If the driver update does not stop the random rebooting and you do not think the machine is hot when it reboots, do this:

right-click My Computer and choose Properties; click the Advanced tab. In Vista, click the Start button, type System, Properties, Advanced, and press Enter. Click Continue if prompted by User Account Control.

In all versions, click the Settings button under 'Startup and Recovery'. Uncheck the Automatically restart box, and click OK twice. The next time the problem occurs, instead of rebooting you will likely see a text screen reporting a system error. Report back with what error it gives you.

Good luck!

Posted on Nov 30, 2008

  • Juli H.
    Juli H. Dec 13, 2008

    Thank you for being so patient dwright:

    What you are getting is commonly referred to as the BSOD (Blue Screen of Death). It indicates that a "fatal" error has occurred in your machine.

    Judging by your stop error, it suggests either a faulty registry (software issue) or bad RAM (hardware).

    I can't say anything for sure without going through your minidump files. BUT the fact that you were getting random reboots plus the bad_pool_call error tempts me to say its the RAM.

    I will do as much as I can to help from here.

    Do you get the blue screen (BSOD) every time you attempt to boot your computer (which results in you not being able to get into Windows) or just whenever you go to do a particular action?


  • Juli H.
    Juli H. Dec 14, 2008

    You don't need an ethernet card if you already have a wireless card. It would be like trading in a new car for a cart and horse.

    I am almost 100% its a driver problem and let me explain why:
    Sometimes, for whatever reasons, Windows HATES new drivers. In your case, I think its that motorola driver. Every time you go to access AOL or your web browser, it is trying to find or establish an internet connection and in order to do so, it is trying to use your wireless internet card. Follow me?

    So what we need to do is:


    • get rid of that motorola driver (which is for your router and is essentially making your computer sick for some reason, maybe just an improper install, windows is finicky)

    • and find a driver for the wireless card you are using
    I know this sounds daunting but I am going to go step by step and if you are even the slightest bit concerned, just post here and I will get back to you as soon as I can. :)

    NOTE: I HIGHLY suggest printing this out. Might be a bit easier than switching between screens!

    The first thing we're going to do is get rid of that motorola driver that seems to be causing the BSOD (remember that cute little term for Blue Screen of Death?). Here is how:

    In order to uninstall the driver, we have to do two steps to ensure that the driver is deleted and that the driver package is deleted as well (otherwise, Vista, in all its glory, will install whatever you delete upon restart.)

    Uninstalling the driver by using Device Manager is a two step process within itself. We're going to make sure that all drivers are visible because sometimes they like to hide.

    To Show all drivers:

    1. Go to Start

    2. type CMD in the little search box

    3. A black screen that looks like DOS will open up and you either need to copy and paste or just retype this line exactly (without the quotes) "SET DEVMGR_SHOW_NONPRESENT_DEVICES=1"

    4. then you will type in DEVMGMT.MSC to start up the Device Manager from the command prompt which really saves us some time.

    Now that you are in the Device Manager, we are going to uninstall the driver:

    1. Within the window saying DEVICE MANAGER, go to the View menu up at the top.

    2. choose SHOW HIDDEN DEVICES (like in the picture below) which will do just that, it will show all the drivers that were ever installed on your computer. NOTE: do not be concerned if there are multiple drivers for the same device. Lets say you have 6 under the "MICE" device, it only means that you have gone through 6 drivers but it is only using one.



    3. Click on Modem and see if you see something that essentially says motorola. If it is not there, try under USB or NETWORK DEVICES. (Refer to the image below this. Disregard that the picture is scrounging for drivers under the Mice menu, we need you to stick to USB, MODEM, or NETWORK DEVICES)



    4. Once you find the driver that says motorola or along those lines, right click.

    5. Click uninstall from the right click menu to remove the driver



    To delete the package:

    1. Pat yourself on the back

    2. Go to Start

    3. Open the Control Panel Programs (called Programs and Features in Vista, I believe)

    4. Click on Add/Remove Programs

    5. See if you see anything with the name Motorola, if so, uninstall.

    6. After the uninstall, close all windows and reboot

    7. go to AOL or try to get on the internet and see if this solves your problem with the blue screen

    IF IT DOES NOT: just say something. I wanted to avoided the complicated instructions, but if you followed the directions and still get the blue screen, it means a key is stuck in your registry or the package was not properly removed and i can give you step by step advanced directions.

    Another note: After typing this all out, I know it seems like a lot, but I promise, you'll feel like a whiz when you're done.

    Okay. We're almost done. Grab a beer. Seriously.

    So far we have managed to delete the driver and driver package which hopefully has solved the problem we were having with that cute little BSOD (Blue screen of death). Now we are going to figure out what kind of device you are using for your wireless card and find the appropriate drive for it? Sounds good? Ok, lets go.

    We're going to open Device Manager again, so...


    1. Go to START

    2. Click CONTROL PANEL

    3. click SYSTEM AND MAINTENANCE

    4. click SYSTEM

    5. click DEVICE MANAGER (if you can't find it right away, it is located under "TASKS" in the left hand column of the SYSTEM menu

    6. Remember this screen? Click the plus sign next to NETWORK DEVICES (scribble down whatever you see under NETWORK DEVICES on a piece of paper just in case I need to ask you later, but we are going to try to let you solve it yourself.)

    7. In the mean time, we're going to try to solve the issue without having to talk to me again.

    8. under NETWORK DEVICES, one of two things will happen:
    - you will see your hardware with a red x next to it
    - you will see your hardware with a yellow exclamation mark next to it

    9. IF YOU SEE RED X: right click on the hardware and click ENABLE. the red x should disappear. Reboot and try to get on the internet. Disregard all steps after this

    10. IF YOU SEE THE YELLOW EXCLAMATION MARK, follow steps 11-16

    11. Right click on the device and coose PROPERTIES

    12. Click on the DRIVER tab

    13. Click on UPDATE DRIVER...

    14. click on SEARCH AUTOMATICALLY FOR UPDATED DRIVER SOFTWARE

    15. At this point, windows will automatically look for updated drivers for your hardware, if none are available, please post the devices you scribbled down in step 6.

    16. Restart your computer.


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