cancel
Showing results for 
Search instead for 
Did you mean: 

ATOM is restarted as part of Self Healing Mechanism

T_Latter
Tuning in

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

11390000007.540256 qam1
21470000007.940256 qam2
3155000000840256 qam3
4163000000840256 qam4
51710000008.440256 qam5
61790000008.440256 qam6
71870000008.540256 qam7
81950000008.340256 qam8
9203000000840256 qam9
102110000007.840256 qam10
112190000007.540256 qam11
122270000007.440256 qam12
132350000007.440256 qam13
142430000007.540256 qam14
152510000007.640256 qam15
162590000007.840256 qam16
172670000007.940256 qam17
182750000007.840256 qam18
192830000007.940256 qam19
20291000000840256 qam20
212990000008.140256 qam21
223070000008.140256 qam22
23315000000840256 qam23
243230000007.840256 qam24



Downstream bonded channels

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

1Locked40.950
2Locked40.380
3Locked40.370
4Locked40.3230
5Locked40.3200
6Locked40.3170
7Locked40.370
8Locked40.9210
9Locked40.9210
10Locked40.350
11Locked40.350
12Locked40.990
13Locked40.970
14Locked40.990
15Locked40.360
16Locked40.950
17Locked40.360
18Locked40.960
19Locked40.960
20Locked40.990
21Locked40.360
22Locked40.970
23Locked40.960
24Locked40.380

 

Upstream bonded channels

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

13260000042512064 qam5
23940000043512064 qam4
34620000043.8512064 qam3
42579998641.3512064 qam6



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0010
13 REPLIES 13

risc19
Well-informed

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.

Thank you for the help.

Tudor
Very Insightful Person
Very Insightful Person

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.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Andrew-G
Alessandro Volta

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.

 

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
Very Insightful Person
Very Insightful Person

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.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

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

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

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?