Forum Discussion

joloxx9's avatar
joloxx9
Joining in
3 months ago

Superhub 5 factory reset required every few days

I have a problem with my Superhub 5 router, which is working in modem mode. Every few days, I have to reset it to factory settings because I lose internet connection, and nothing else seems to help. I started monitoring the logs, and below is what I’m seeing, I am mostly focused on following 2 errors:

critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=38:**:**:**:**:**;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

What is usally happening my asus router is kinda working but can't do anything as DNS is not working, then once I restart modem I got information on asus router that network cable is unplugged or that dhcp on the modem is not working right, when I plug in my PC directly to the superhub PC cannot obrain IP address. So there is something wrong, it is cosntantly happening since I received superhub 5(4 was ok). I guess my unit is kinda faulty, just do not know how can I get it replaced ASAP.

 

03-11-2024 19:09:49noticeCM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:07:52noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:07:14noticeCM-STATUS message sent. Event Type Code: 16; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:07:04noticeREGISTRATION COMPLETE - Waiting for Operational status
03-11-2024 19:07:00noticeUS profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=38:e1xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:55noticeDS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:52noticeTLV-11 - unrecognized OID;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:49warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:47noticeHonoring MDD; IP provisioning mode = IPv4
03-11-2024 19:06:37criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:xxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:36criticalCable Modem Reboot because of - HW or Power-On Reset
03-11-2024 18:58:26criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:xxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 18:58:25criticalCable Modem Reboot because of - Erouter Mode Change
03-11-2024 18:50:47criticalCable Modem Reboot because of - pin-reset
03-11-2024 18:50:47criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:xxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 

 

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

    1) it not a SeperHub, just a hub5.

    2) those log messages are normal , most are just "notice" ones.

    3) need full set of stats, as detailed below:

    How to get stats from a VM hub (no need to logon to the hub)

    Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

    • Click on the “> Check router status” button
    • Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
    • Click on the “Upstream” tab, copy the text and paste into your reply
    • Click on the “Networking” tab, copy the text and paste into your reply.
      • Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.
  • joloxx9's avatar
    joloxx9
    Joining in
    3 months ago

    Please see below:

    3.0 Downstream channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1139000000-4.133QAM 2561
    2147000000-4.533QAM 2562
    3155000000-4.739QAM 2563
    4163000000-5.140QAM 2564
    5171000000-5.840QAM 2565
    6179000000-5.939QAM 2566
    7187000000-6.439QAM 2567
    8195000000-5.940QAM 2568
    9203000000-6.640QAM 2569
    10211000000-6.640QAM 25610
    11219000000-6.735QAM 25611
    12227000000-6.837QAM 25612
    13235000000-7.539QAM 25613
    14243000000-7.539QAM 25614
    15251000000-8.339QAM 25615
    16259000000-8.239QAM 25616
    17267000000-8.439QAM 25617
    18275000000-8.538QAM 25618
    19283000000-8.238QAM 25619
    20291000000-7.839QAM 25620
    21299000000-7.939QAM 25621
    22459000000-10.438QAM 25639
    23443000000-11.138QAM 25640
    24451000000-11.537QAM 25641
    25467000000-10.538QAM 25642
    26475000000-10.938QAM 25643
    27483000000-11.138QAM 25644
    28491000000-11.137QAM 25645
    29499000000-11.337QAM 25646
    30507000000-11.837QAM 25647
    31515000000-12.836QAM 25648

    3.0 Downstream channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked33275909923212
    2Locked33122245279
    3Locked39129135
    4Locked4062464
    5Locked402462216
    6Locked3910103424
    7Locked39741522
    8Locked40131144
    9Locked40520
    10Locked40310
    11Locked351230
    12Locked37750
    13Locked393610
    14Locked3921970
    15Locked39264451
    16Locked391394510
    17Locked392537770
    18Locked38801290
    19Locked38320512
    20Locked39128470
    21Locked39217460
    22Locked382776490
    23Locked382228490
    24Locked373230730
    25Locked381771550
    26Locked381109760
    27Locked38381290
    28Locked37232940
    29Locked37371430
    30Locked37522250
    31Locked36654250

    3.1 Downstream channels

    Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
    49944K1840QAM 40961108

    3.1 Downstream channels

    Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
    49Locked34-16.0382510417789681010

    3.0 Upstream channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    04960000054.85120QAM 644
    14310000053.85120QAM 645
    236600000535120QAM 646
    33010000052.35120QAM 649
    42360000051.55120QAM 6410

    3.0 Upstream channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    0ATDMA0000
    1ATDMA0000
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000

    3.1 Upstream channels

    Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
    1210.450.52KQAM 256

    3.1 Upstream channels

    Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
    12OFDMA2087400000000

     

    Channel Overview Downstream Upstream
    Cable Modem StatusOnlineDOCSIS 3.0
    Primary downstream channelLockedSC-QAM
    DOCSIS 3.0 channels315
    DOCSIS 3.1 channels11

     

    General Configuration

    Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file
    Allowed
    1
    Enabled
    3.1
    cmreg-vmdg660-bbt076-b.cm

    Primary Downstream Service Flow

    SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate
    48396
    1230000450 bps
    42600bytes
    0 bps

    Primary Upstream Service Flow

    SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type
    48395
    110000274 bps
    42600bytes
    0 bps
    42600bytes
    Best Effort
    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      3 months ago

      Hey joloxx9, thank you for reaching out and I am so sorry to hear you are having some connection issues.

      I want to take a look at this in more depth, I am going to send you a DM.

      Please do look out for it. 

  • fizz's avatar
    fizz
    Fibre optic
    3 months ago

    your power levels look awful.. I am sure a forum team member will pick it up soon...

    • joloxx9's avatar
      joloxx9
      Joining in
      3 months ago

      Thanks, what power sis wrong in your eyes? Sorry I am not into virgin technical as it was ok for past years. 

    • joloxx9's avatar
      joloxx9
      Joining in
      3 months ago

      Hi, I just reminded myself that I had a splitter at home, as previously I had a virgin TV also, I took it out and my current parameters look like below:

      3.0 Downstream channels

      Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
      11390000000.135QAM 2561
      21470000000.236QAM 2562
      31550000000.640QAM 2563
      4163000000-141QAM 2564
      5171000000-1.640QAM 2565
      6179000000-1.640QAM 2566
      7187000000-240QAM 2567
      8195000000-1.741QAM 2568
      9203000000-2.240QAM 2569
      10211000000-2.140QAM 25610
      11219000000-2.438QAM 25611
      12227000000-2.540QAM 25612
      13235000000-3.240QAM 25613
      14243000000-3.240QAM 25614
      15251000000-3.940QAM 25615
      16259000000-440QAM 25616
      17267000000-440QAM 25617
      18275000000-3.940QAM 25618
      19283000000-3.840QAM 25619
      20291000000-3.540QAM 25620
      21299000000-3.640QAM 25621
      22459000000-6.140QAM 25639
      23443000000-6.639QAM 25640
      24451000000-6.639QAM 25641
      25467000000-6.340QAM 25642
      26475000000-6.340QAM 25643
      27483000000-6.539QAM 25644
      28491000000-6.739QAM 25645
      29499000000-7.139QAM 25646
      30507000000-7.339QAM 25647
      31515000000-7.539QAM 25648

      3.0 Downstream channels

      Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
      1Locked355081260441691
      2Locked36260922574
      3Locked40206243
      4Locked4191404
      5Locked403819644
      6Locked40914219103
      7Locked4018469352
      8Locked411598744
      9Locked401780
      10Locked40660
      11Locked381690
      12Locked401040
      13Locked404670
      14Locked4023760
      15Locked40264861
      16Locked401394750
      17Locked4025385621
      18Locked40850800
      19Locked40322502
      20Locked40128750
      21Locked40220030
      22Locked402776670
      23Locked392228660
      24Locked393230850
      25Locked401771710
      26Locked401110000
      27Locked39381670
      28Locked39233180
      29Locked39371840
      30Locked39522590
      31Locked39654640

      3.1 Downstream channels

      Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
      49944K1840QAM 40961108

      3.1 Downstream channels

      Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
      49Locked37-11.45992229661407262093

       

      3.0 Upstream channels

      Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
      04960000050.85120QAM 644
      14310000049.85120QAM 645
      23660000049.35120QAM 646
      33010000048.55120QAM 649
      42360000047.85120QAM 6410

      3.0 Upstream channels

      Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
      0ATDMA0100
      1ATDMA0100
      2ATDMA0100
      3ATDMA0100
      4ATDMA01180

      3.1 Upstream channels

      Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation
      1210.446.52KQAM 256

      3.1 Upstream channels

      Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts
      12OFDMA2087400000000

       

      Should I carry on with engeener in this case? As they look very, very good now. Maybe I should test them for few days at least? 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        3 months ago

        You can of course do these tests and feel free to show them to the engineer.

        Either way they will be doing there own tests so it personally up to you.

  • legacy1's avatar
    legacy1
    Alessandro Volta
    3 months ago

    Your likely on a faulty amp outside that would be why power levels are low on down and high on up 

    • joloxx9's avatar
      joloxx9
      Joining in
      3 months ago

      They much better since I removed the splitter, are they still looking bad?

  • fizz's avatar
    fizz
    Fibre optic
    3 months ago

    to my untrained eye the downstream on the 3.1 is still very low. and the fact you have a big slope is not good either I don't think. but a BQM will also show better what is going on. I think you need an engineer tbh

    • joloxx9's avatar
      joloxx9
      Joining in
      3 months ago

      BQM from past 24HR

      Looks like there are some issues with it.

      • Carley_S's avatar
        Carley_S
        Forum Team
        3 months ago

        Keep us posted on how you get on joloxx9 

        If you can post a live link to your BQM we'd be able to check this in real time rather than a screenshot.