Forum Discussion

Broshida's avatar
Broshida
Joining in
10 months ago

Hub 5 Rebooting at 2am?

Seems to be happening every Tuesday, Wednesday and Thursday at 2am. The source of the reboot is always unknown. Looking around, this seems to be a common issue. Is there anyway to stop it? 

Have only been on 1gig for just over a week and am already getting very annoyed with these reboots. 

 

 

[MOD EDIT: Subject title changed for clarity]

  • Client62's avatar
    Client62
    Alessandro Volta
    10 months ago

    Check in the Hub 5 log tab to see if the reboots are being triggered by repeated attempts to perform a software update that keeps failing.

    • Broshida's avatar
      Broshida
      Joining in
      10 months ago

      Just happened again, the only thing standing out in the technical log is a SYNC Timing Synchronization failure. Pretty much just Reboot because of - unknown, then SYNC. Fairly sure firmware is up to date (my version is LG-RDK_7.6.20-2306.5)

      Link to BQM if that helps. 

  • Broshida's avatar
    Broshida
    Joining in
    10 months ago

    More info in case it's needed, also let me know if down/upstream are needed too: 

    Network Log

    Time Priority Description
    06-06-2024 02:06:23noticeGUI Login Status - Login Success from LAN interface
    06-06-2024 02:04:07noticeREGISTRATION COMPLETE - Waiting for Operational status
    06-06-2024 02:04:00noticeDS 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;
    06-06-2024 02:03:56noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-06-2024 02:03:54warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-06-2024 02:03:52noticeHonoring MDD; IP provisioning mode = IPv4
    06-06-2024 02:03:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-06-2024 02:03:44criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    06-06-2024 02:03:43criticalCable Modem Reboot because of - unknown
    05-06-2024 02:04:09criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 02:04:05criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    05-06-2024 02:04:04criticalCable Modem Reboot because of - unknown
  • Tudor's avatar
    Tudor
    Very Insightful Person
    10 months ago

    Possibly CMTS maintenance, but you should check for local area problems or call in a fault. Details below.  I’m the mean time post all the stats and we can take a look at them. 

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

  • Broshida's avatar
    Broshida
    Joining in
    10 months ago

    Third week straight of the router doing this. Getting pretty sick of it tbh. 

    11-06-2024 02:37:33noticeGUI Login Status - Login Success from LAN interface
    11-06-2024 01:36:58noticeREGISTRATION COMPLETE - Waiting for Operational status
    11-06-2024 01:36:52noticeDS 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;
    11-06-2024 01:36:48noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    11-06-2024 01:36:46warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    11-06-2024 01:36:44noticeHonoring MDD; IP provisioning mode = IPv4
    11-06-2024 01:36:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    11-06-2024 01:36:33criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
    11-06-2024 01:36:32criticalCable Modem Reboot because of - unknown
  • Broshida's avatar
    Broshida
    Joining in
    10 months ago
    Spoiler

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    13310000000.440QAM 25625
    21470000001.641QAM 2562
    31550000001.441QAM 2563
    41630000001.441QAM 2564
    51710000001.341QAM 2565
    61790000001.241QAM 2566
    71870000001.241QAM 2567
    81950000001.541QAM 2568
    92030000001.541QAM 2569
    102110000001.641QAM 25610
    112190000001.641QAM 25611
    122270000001.541QAM 25612
    132350000001.541QAM 25613
    142430000001.441QAM 25614
    15251000000141QAM 25615
    162590000000.841QAM 25616
    172670000000.841QAM 25617
    182750000000.741QAM 25618
    192830000000.541QAM 25619
    202910000000.440QAM 25620
    212990000000.540QAM 25621
    223070000000.640QAM 25622
    233150000000.640QAM 25623
    243230000000.640QAM 25624
    253390000000.540QAM 25626
    263470000000.541QAM 25627
    273550000000.241QAM 25628
    283630000000.140QAM 25629
    29371000000040QAM 25630
    303790000000.140QAM 25631
    313870000000.140QAM 25632

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked4000
    2Locked4100
    3Locked4100
    4Locked4100
    5Locked4100
    6Locked4100
    7Locked4100
    8Locked4100
    9Locked4100
    10Locked4100
    11Locked4100
    12Locked4100
    13Locked4100
    14Locked4100
    15Locked4100
    16Locked4100
    17Locked4100
    18Locked4100
    19Locked4100
    20Locked4000
    21Locked4000
    22Locked4000
    23Locked4000
    24Locked4000
    25Locked4000
    26Locked4100
    27Locked4100
    28Locked4000
    29Locked4000
    30Locked4000
    31Locked4000

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    33944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    33Locked41-0.79647060

     

  • Broshida's avatar
    Broshida
    Joining in
    10 months ago

    Upstream and Status too. 

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    06030000037.55120QAM 646
    15370000037.55120QAM 647
    24620000037.55120QAM 648
    33940000037.55120QAM 649
    43260000037.55120QAM 6410
    52360000037.55120QAM 6412

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0010
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000
    Item Status TypeChannel Overview Downstream Upstream
    Cable Modem StatusOnlineDOCSIS 3.0
    Primary downstream channelLockedSC-QAM
    DOCSIS 3.0 channels316
    DOCSIS 3.1 channels10

    Every Tuesday, Wednesday and Thursday at around 2-3am like clockwork. Super fun. 

    • John_GS's avatar
      John_GS
      Forum Team
      10 months ago

      Hi Broshida 

      Thanks for coming back to the thread.

      Can you please place the Hub in router mode and leave it in router mode for at least 7 days.

      This is to ensure it's getting all the updates it needs.

      If after this time, you're still having issues, let us know.

      Best wishes.

      • Tudor's avatar
        Tudor
        Very Insightful Person
        10 months ago

        My Hub5 has always been in modem mode and gets all updates, perhaps it’s different for other Hubs.

  • greggggy's avatar
    greggggy
    Joining in
    10 months ago

    im having the same issue. i tried speaking to support on whatsapp which was useless. 

    im using my hub 5 in modem mode and they just told me its because im using a third party router. and that they do not support the use of third party routers. And that i need to stop using it and switch my hub back in to router mode. 😕

    kind of defeats the point of having modem mode. 

     

  • chrisyyw's avatar
    chrisyyw
    Tuning in
    9 months ago

    Mine is exactly the same. 

    Tuesday, Wednesday, Thursday at around 2:30-2:40am it reboots. 

    I am in modem mode running 2306 firmware. The SH5 is 2 weeks old.  

  • MasterOfArts1's avatar
    MasterOfArts1
    On our wavelength
    9 months ago

    If anyone has to switch their Hub from modem mode back to Hub mode the hub isn't working properly as it still should be able to get any necessary FW updates in either modes.

    If I had a reboot looping issue possibly caused by corrupted firmware or faulty hardware, I would be looking to factory reset the HUB using the pin method. This should resolve corrupted FW.

    If It still happens after factory resetting I would be calling VM back to send out another unit.

  • fizz's avatar
    fizz
    Fibre optic
    9 months ago

    What John GS says will probably make no difference. I had this with my hub 5. The only way to get it to stopp failing firmware updates is to pinhole reset it.. Do this and it will probably be ok and do the required update as part of the reset.

      • fizz's avatar
        fizz
        Fibre optic
        8 months ago

        I had a new modem and sure as happens within two weeks happening again. I had even reset the previous one and made no difference either...