ATOM is restarted as part of Self Healing Mechanism

[T_Latter]

Hi, 

I'm getting the message 'ATOM is restarted as part of Self Healing Mechanism' and getting no help from the Tech team. 

I've had two engineer visits but still having multiple internet dropouts a day. This is not WIFI related.

Has anyone got any ideas what this could be?

Cheers 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	139000000	7.5	40	256 qam	1
2	147000000	7.9	40	256 qam	2
3	155000000	8	40	256 qam	3
4	163000000	8	40	256 qam	4
5	171000000	8.4	40	256 qam	5
6	179000000	8.4	40	256 qam	6
7	187000000	8.5	40	256 qam	7
8	195000000	8.3	40	256 qam	8
9	203000000	8	40	256 qam	9
10	211000000	7.8	40	256 qam	10
11	219000000	7.5	40	256 qam	11
12	227000000	7.4	40	256 qam	12
13	235000000	7.4	40	256 qam	13
14	243000000	7.5	40	256 qam	14
15	251000000	7.6	40	256 qam	15
16	259000000	7.8	40	256 qam	16
17	267000000	7.9	40	256 qam	17
18	275000000	7.8	40	256 qam	18
19	283000000	7.9	40	256 qam	19
20	291000000	8	40	256 qam	20
21	299000000	8.1	40	256 qam	21
22	307000000	8.1	40	256 qam	22
23	315000000	8	40	256 qam	23
24	323000000	7.8	40	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.9	5	0
2	Locked	40.3	8	0
3	Locked	40.3	7	0
4	Locked	40.3	23	0
5	Locked	40.3	20	0
6	Locked	40.3	17	0
7	Locked	40.3	7	0
8	Locked	40.9	21	0
9	Locked	40.9	21	0
10	Locked	40.3	5	0
11	Locked	40.3	5	0
12	Locked	40.9	9	0
13	Locked	40.9	7	0
14	Locked	40.9	9	0
15	Locked	40.3	6	0
16	Locked	40.9	5	0
17	Locked	40.3	6	0
18	Locked	40.9	6	0
19	Locked	40.9	6	0
20	Locked	40.9	9	0
21	Locked	40.3	6	0
22	Locked	40.9	7	0
23	Locked	40.9	6	0
24	Locked	40.3	8	0

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	32600000	42	5120	64 qam	5
2	39400000	43	5120	64 qam	4
3	46200000	43.8	5120	64 qam	3
4	25799986	41.3	5120	64 qam	6

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	1	0
4	ATDMA	0	0	1	0

[risc19]

CPU in hub is knackered.

ATOM are the cpu cores that the chipset uses.

You are going t need a new hub.

All your stats are fine by the way.

[T_Latter]

Thank you for the help.

[Tudor]

Possibly not terminal situation, message just means that the firmware has restarted one of the CPU cores due to an error. It may well be a recoverable error. What other problems are you still having? Perhaps it might be best to do a pin hole reset and see what happens.

[Andrew-G]

I've repeatedly asked VM for clarification on what this message means, and never got any useful response.  If the message is repeated then the "self healing mechanism" clearly isn't working, and the underlying fault remains.  It may not be a CPU fault as such, but could be corrupt storage or memory in the hub.  

@T_Latter have you tried a pinhole reset of the hub?  That'll erase any settings you've made eg wifi name, settings, or passwords, and when you need to log in after the reset, make sure you use the settings password on the base of the hub, not the default wifi password, which is an easy mistake to make.  If the problem is in hardware it won't help, but its a last ditch effort.  If you've already done that it is replacement hub time.

[T_Latter]

I have carried out multiple pinhole resets on the hub, and I still have the same problem.

The Lan and WIFI are working fine, but the broadband keeps failing. After a power cycle, the broadband returns but will fail again after 4 to 6 hours.

[Adduxi]

As far as I can gleen from different cable modem forums, the restarting is due to the CPU being overloaded and rather than a complete reboot of the OS, (i.e.the whole Hub) , the CPU simply restarts the offending process.  This gives a quicker solution (!) rather than a 5 minute full Hub reboot.

[Steven_L]

Hey @T_Latter,

Welcome to the community and thanks for taking the time to post your issues here on our forums.

I'm sorry to hear of the issues that you're having with your hub and connection at the moment, we would need to get this looked into via a technician visit to have this investigated and they will be able to replace your hub, should it be needed.

I can book the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.

Please look out for the private message and we can get started.

Regards,

Steven_L

[Steven_L]

Thanks for confirming your details via a private message @T_Latter, I have looked into your account and can see that an appointment has already been made for you and you can find all the information you need about this on your online account by clicking My Account and Track Your Order.

Regards,

Steven_L

[risc19]

Yeah, it just needs to be swapped.

Do you really want to spend forever trying to repair a questionable hub?

A swap is the fix with least probability of the issue reoccurring. Who needs headaches over a £8 piece of equipment?