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Lighthugger
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Random hub reboots

Hello,

I've joined I suspect, like a lot of people, because I have a broadband problem!  Virgin techs are involved but, being an ex-electronic tech myself, I'm curious about problems and eager to understand what's happening so I thought I'd post to see if anyone has an idea that may not have occurred to the techs.

It started Mar 9  2017 when my usually-rock-steady wired connection dropped out, the hub rebooted itself and all was fine...until it did it again.  Virgin sent a tech round, declared that it was my old Superhub 1 and replaced it with a Superhub3.  This didn't help and the new hub continued to reboot itself.  The "cable tech" (?) came next and checked the cabling fitted an attenuator which didn't help either. The next on-line tech suggested I switch the hub to a dedicated power outlet (yes, I did, no it didn't help).  The cable tech came back and replaced the internal cabling and removed the attenuator (nope. didn't help). He is going to call back tomorrow (he is trustworthy and does what he says) after speaking to the "network tech" who's away at a meeting today (Friday).  Last night the hub rebooted came back on line and then immediately rebooted again but normally it's hours between the hiccoughs, on average 5-6 per day)

The hub is powered constantly but my PC is shut off at night, this morning I noticed that the hub was rebooting with the PC off, I don't think that's significant but I thought I'd mention it.  I've been capturing the hub netlog frequently (since yesterday) and will paste (today's errors so far) below in case it suggests something to someone.  I'm used to seeing errors on AIX software from my career, a lot of which we used to ignore, what concerns me with the hub's log is the time outs:

2017-03-17 07:05:17.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:05:17.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:05:19.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:05:19.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:05:21.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:05:22.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:05:23.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:05:23.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:05:24.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:05:47.00 82000400 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:07:36.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:07:38.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:07:59.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:08:02.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:08:48.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:08:50.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:09:07.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:09:10.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:09:44.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 07:09:52.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
____________________________________

Downstream

Channel Frequency(Hz) Power
(dBmV) SNR
(dB) Modulation Channel ID
1 299000000 6.4 38.9 256 qam 13
2 323000000 5.5 38.9 256 qam 16
3 315000000 5.5 38.9 256 qam 15
4 307000000 5.6 38.6 256 qam 14
5 291000000 6 38.6 256 qam 12
6 283000000 6 38.9 256 qam 11
7 275000000 5.9 38.6 256 qam 10
8 267000000 5.6 38.6 256 qam 9
9 259000000 5.5 38.9 256 qam 8
10 251000000 6 38.9 256 qam 7
11 243000000 5.9 38.6 256 qam 6
12 235000000 5.9 38.6 256 qam 5
13 227000000 5.8 38.9 256 qam 4
14 219000000 6 38.9 256 qam 3
15 211000000 6 38.9 256 qam 2
16 203000000 6 38.9 256 qam 1

______________________________________

Upstream

Upstream bonded channels
Channel ID Frequency(Hz) Mode Power
(dBmV) Modulation Channel Bandwidth(Hz) Symbol Rate (ksps)
49 46200000 ATDMA 48.3 64 qam 6400000 5120
50 39400000 ATDMA 48.3 64 qam 6400000 5120

______________________________________


2017-03-17 07:58:44.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:00:10.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:00:12.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:33:06.00 84000500 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:40:54.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:43:39.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:44:12.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:44:18.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:44:46.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:45:52.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:46:26.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 09:46:26.00 84020200 Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 10:52:17.00 84000700 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
2017-03-17 12:32:10.00 82000200 No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

It's currently 13:05 pm and the last reboot was at about 7 am.  I'll gladly listen to any suggestions that may help the Virgin tech so I can get back to my reliable service.

Regards,

Steve

 

 

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Re: Random hub reboots

Hi Steve,

 

Welcome to the community and thanks for posting.

 

Sorry to read you are experiencing issues with your broadband connection. I can imagine how annoying this must be.

 

In regards to the Hub rebooting, does it also reset any saved settings within the router at all? Or does it just reboot itself?

 

When I checked your connection, there have been no time-outs reported since the router has been online, which is good. 

 

You can create a Broadband Quality Monitor to check the performance of the connection, that would be helpful. If you do create a BQM you will need to disable the firewall within the router settings.

 

Hope to hear from you soon
Sam


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Message 3 of 9
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Re: Random hub reboots

Hello Sam, thanks for the reply. Regarding the loss of settings - I don't believe any are lost. I normally use a wired connection but I have wifi enabled for my laptop and my password is unchanged (which I have altered from default). I leave the hub's netlog displayed - if the hub reboots this page is not restored which is how I know it's rebooted if I'm away from the pc - all other tabs/web pages reconnect automatically on 'net connection restoration.

A Virgin tech has been following up every couple of days and it seems that a few other people on the same street cabinet are experiencing the same issue at exactly the same time as myself. The "network" tech had a look but it's unclear whether he did anything (?) but in the last few days the number of errors in the log have dropped and I haven't had a reboot since the 21st Mar (14:50) which was 4 days ago. I will try a BQM - if nothing else it will be reference.
Regards,
Steve
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Message 4 of 9
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Re: Random hub reboots

Here's a BQM snapshot for the last 12 hours.  I was away from the pc between 10 am and noon although the trace doesn't seem to show any difference. Don't the yellow latency lines indicate usage?

bqm.PNG 

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Message 5 of 9
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Re: Random hub reboots

Here's a 24 hour BQM graph.  My PC was off from 10 pm 25/3/17 until 8 am 26/3/17.

25to26Mar17_edit.png

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Re: Random hub reboots

BQM_6pm_26Mar.PNG

Possible disconnect at 9am?

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Re: Random hub reboots

FYI - you don't need to disable firewall on Superhub3 for a BQM.
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Re: Random hub reboots

Hi Lighthugger, 

Thanks for getting in touch, I am sorry to see that you have been having trouble with your connection. 

I can see a high number of T4 timeouts, please reboot the Hub from the mains. Let me know when you have done so we we can monitor the time frame of these time outs please. 

Speak to you soon. 

Emma


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Re: Random hub reboots

Hi Emma, thanks for the email.  Sam_L has been helping me with this and a technician is coming round tomorrow.  I did manage to capture this though:

Downstream:

Channel Frequency(Hz) Power
                     (dBmV) SNR(dB)
Modulation Channel ID
1 299000000   2.2   28.7 256 qam 13
2 323000000   1.5   29.6 256 qam 16
3 315000000   1.7   29.5 256 qam 15
4 307000000   2     29.2 256 qam 14
5 291000000   1.9  28.4 256 qam 12
6 283000000   1.9  28.4 256 qam 11
7 275000000   2     28.7 256 qam 10
8 267000000   1.7  28.6 256 qam 9
9 259000000   1.5  28.4 256 qam 8
10 251000000  2    28.3 256 qam 7
11 243000000  1.9 28.4 256 qam 6
12 235000000  2    28.9 256 qam 5
13 227000000  2    29.2 256 qam 4
14 219000000  2.   2 29.3 256 qam 3
15 211000000  2    29.3 256 qam 2
16 203000000  2   29.6 256 qam 1

 

30 minutes later:

Channel Frequency(Hz) Power
(dBmV) SNR(dB)
Modulation Channel ID
1 299000000    6.1    38.9 256 qam 13
2 323000000    5.5    38.9 256 qam 16
3 315000000    5.5    38.6 256 qam 15
4 307000000    5.6    38.9 256 qam 14
5 291000000    5.9    38.9 256 qam 12
6 283000000    5.8    38.6 256 qam 11
7 275000000    5.8    38.6 256 qam 10
8 267000000    5.5    38.9 256 qam 9
9 259000000    5.5    38.9 256 qam 8
10 251000000  5.9    38.6 256 qam 7
11 243000000  5.6    38.9 256 qam 6
12 235000000  5.8    38.9 256 qam 5
13 227000000  5.6    38.9 256 qam 4
14 219000000   6      38.9 256 qam 3
15 211000000   6      38.9 256 qam 2
16 203000000   6      38.9 256 qam 1

The signal levels/signal to noise values dropped and then recovered.  I will power off/on the hub now (7:48 30/Mar/17)

 

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