Forum Discussion

gphome's avatar
gphome
Joining in
2 years ago

Hub 5 Keeps Restarting - Log Included

Hi all, my Wi-Fi has started to randomly reboot very hour or so, and is causing a nightmare for home working Teams Video Calls etc. any idea how to fix? Log entry showing reboot is below. Many Thanks!

Time Priority Description

03-11-2023 13:03:33noticeREGISTRATION COMPLETE - Waiting for Operational status
03-11-2023 13:03:29noticeUS profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 13:03:24noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 13:03:16warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 13:03:14noticeHonoring MDD; IP provisioning mode = IPv4
03-11-2023 13:02:52criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 13:02:51criticalCable Modem Reboot because of - unknown
03-11-2023 12:03:15criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 12:03:14criticalCable Modem Reboot because of - unknown
03-11-2023 11:17:22criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 11:17:21criticalCable Modem Reboot because of - unknown
02-11-2023 17:13:30criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2023 17:13:29criticalCable Modem Reboot because of - unknown
02-11-2023 15:10:44criticalCable Modem Reboot because of - unknown
02-11-2023 15:10:44criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2023 09:31:16criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2023 09:31:15criticalCable Modem Reboot because of - unknown
01-11-2023 20:59:52criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 20:59:51criticalCable Modem Reboot because of - unknown
01-11-2023 13:57:19critical16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:57:19criticalUnicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:56:11criticalStarted Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:55:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:55:39criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:55:35criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:55:32criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:17:05criticalCable Modem Reboot because of - unknown
29-10-2023 08:17:05criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-10-2023 21:23:46criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-10-2023 21:23:45criticalCable Modem Reboot because of - unknown
28-10-2023 12:06:54criticalCable Modem Reboot because of - unknown
28-10-2023 12:06:54criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
  • Client62's avatar
    Client62
    Alessandro Volta
    2 years ago

    Check for a known service fault in your street 0800 561 0061 - it is an automated service.

    Take a look at the Hub 5 Downstream and Upstream tabs. Could this be triggered by the signal levels being well outside of the norms or are the error levels high and still rising ?

  • Zach_R's avatar
    Zach_R
    Forum Team
    2 years ago

    Hi gphome, 

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm very sorry to hear that you're experiencing intermittent reboots with your router recently. I've checked over things on our systems and I'm unable to detect any faults currently. Are these issues ongoing for you today?

    If they are, would you be able to share a live BQM with us so we can see your connection quality in real-time too?

    Thanks,
     

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 years ago

    Just for information and passing on to the Mods should they wish to pass on to someone who may be interested.

    Getting this as well, twice in a row, Hub 5 and not long installed as a replacement for a previous faulty Hub 5.  Sometimes wish I still had my old white Hub 3 from trials, it was a solid old piece of kit ...  🙂

    Nothing else in the logs or power stats are out of order, so no idea where this is coming from.  Maybe maintenance in the area?  

    From the logs;

    14-11-2023 02:37:03 critical Cable Modem Reboot because of - unknown

    15-11-2023 03:15:37 critical Cable Modem Reboot because of - unknown

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 years ago

      Hi Adduxi, 

      Thanks for updating the thread and letting us know you're having some issues with the reboots. 

      Taking a look this end this is no fault in the area affecting you currently. I can see there were a few disconnections registered but things seem to be looking good since. 

      Have you experienced any further issues since posting?

      Let us know. 

      • gphome's avatar
        gphome
        Joining in
        2 years ago

        I am still getting the issue unfortunatly

  • gphome's avatar
    gphome
    Joining in
    2 years ago

    Hi all, yes I am still getting the reboots several times per day, all with the same log entry listed above, is there any solution yet?

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    The log shows some instability in your connection, possibly due to signal issues. There are several failures by the cable modem to acquire the QAM/QPSK symbol timing from the CMTS and repeated failures to successfully range on the upstream channel (that will prevent the modem from connecting to the internet). These errors are causing the modem to reboot repeatedly.

    • gphome's avatar
      gphome
      Joining in
      2 years ago

      Thank you for the detailed response, is there any obvious things I can check to alleviate? I didn't have the issue the first 5 months, and the router is sat in the same place, same wiring, as then

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    The simple checks that you can do are to power off the hub, check that the cable is not damaged or kinked and ensure that all connections between the hub and wall socket are tight. Reboot the hub, but if the problem remains and there is no area fault you need a tech to attend.

    • gphome's avatar
      gphome
      Joining in
      2 years ago

      Thanks, could anything outside cause the issue? water around external entry point etc?

      • Steven_L's avatar
        Steven_L
        Forum Team
        2 years ago

        Thanks for coming back to us gphome,  I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L

  • fizz's avatar
    fizz
    Fibre optic
    2 years ago

    it also could be a failed update on the hub causing this.. tried a pinhole reset as at least a starting point first. This is what you will probably be told by the forum team. I had a hub 5 that started rebooting randomly and it was replaced....

  • gphome's avatar
    gphome
    Joining in
    2 years ago

    Hi all, to give an update, an engineer visited Thursday 30/11/23 and did a lot of checks outside in the main switches, said I was losing signal through the wiring from living room hub to the router (also in the living room) therefore replaced all that, and also installed a powered signal splitter, and I then did a full reset of the router.

    Unfortunately none of that has solved the issue, it did seem fine for 24 hours however it is slowly resorting to how it was. Log again shows a very similar error before the router reboots itself as below, as it stands my virgin Media internet just isn't suitable for use in home working, the disconnects from Teams meetings is getting embarrassing now

    04-12-2023 08:11:48criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    04-12-2023 00:02:06criticalCable Modem Reboot because of - unknown