on 11-09-2021 22:00
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 |
on 11-09-2021 22:14
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.
on 11-09-2021 22:18
Thank you for the help.
on 11-09-2021 23:07
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.
on 12-09-2021 06:37
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.
on 12-09-2021 10:10
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.
on 12-09-2021 10:43
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.
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on 12-09-2021 11:12
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
on 12-09-2021 11:27
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
on 12-09-2021 12:44
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?