Hub 3.0 crashing

[NinjaAndy]

Hi,

Since December, my Hub 3.0 crashes every day. Sometimes it recovers / restarts itself, sometimes I have to restart it using the rocker switch on the back. It takes ~10 minutes to get back online each time. I'm not sure how to troubleshoot this...

I don't believe it's overheating, as it's not in a small space, its in fresh air on top of a cupboard. 

The last time it happened was today, around 2:30pm (I think..)

I'll post my log files, in case they're useful. 

Thanks in advance! 

Andy

[NinjaAndy]

Cable Modem StatusItem Status Comments

Acquired Downstream Channel (Hz)	203000000	Locked
Ranged Upstream Channel (Hz)	23600000	Locked
Provisioning State	Online

Downstream bonded channels

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

1	203000000	7.1	40	256 qam	9
2	211000000	7	40	256 qam	10
3	219000000	7	40	256 qam	11
4	227000000	6.8	40	256 qam	12
5	235000000	6.8	40	256 qam	13
6	243000000	6.5	40	256 qam	14
7	251000000	6.3	40	256 qam	15
8	259000000	6	40	256 qam	16
9	267000000	6	40	256 qam	17
10	275000000	6	40	256 qam	18
11	283000000	5.9	40	256 qam	19
12	291000000	6	40	256 qam	20
13	299000000	5.9	40	256 qam	21
14	307000000	6	40	256 qam	22
15	315000000	6	40	256 qam	23
16	323000000	6	40	256 qam	24
17	331000000	6	40	256 qam	25
18	339000000	6	40	256 qam	26
19	347000000	6	40	256 qam	27
20	355000000	6	40	256 qam	28
21	363000000	5.9	40	256 qam	29
22	371000000	5.8	40	256 qam	30
23	379000000	5.6	40	256 qam	31
24	387000000	5.9	40	256 qam	32

Downstream bonded channels

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

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

[NinjaAndy]

Upstream bonded channels

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

1	23600000	40	5120	64 qam	9
2	36600000	40.8	5120	64 qam	3
3	30100000	40.3	5120	64 qam	4
4	43100000	41	5120	64 qam	2
5	49600000	41.5	5120	64 qam	1

Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

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

[NinjaAndy]

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	cmreg-vmdg505-bbt057+voc-b.cm

Primary Downstream Service Flow

SFID	255980
Max Traffic Rate	143750047
Max Traffic Burst	42600
Min Traffic Rate	0

Primary Upstream Service Flow

SFID	255979
Max Traffic Rate	22000047
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

[NinjaAndy]

Network Log

Time Priority Description

29/03/2024 15:04:40	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2024 14:54:32	notice	NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/03/2024 02:16:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/03/2024 08:15:29	Error	DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/03/2024 14:25:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 14:59:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 14:59:12	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 14:52:15	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 14:52:11	Error	Service Add Response rejected - Invalid transaction ID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 14:50:10	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 14:49:1	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 14:33:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 14:32:54	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 13:52:12	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 13:52:10	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 13:50:41	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 13:50:40	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 13:48:48	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/03/2024 13:48:48	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[Client62]

Check the log entry for : 29/03/2024 14:54:32   that could be a clue as to the problem with the Hub 3.

[NinjaAndy]

Great spot, thank you. I've read that this can be related to a CPU failure. Any idea how I go about getting a new hub?

I tried pin hole resetting in Jan, and it hasn't fixed the problem.

[Kath_F]

Hi NinjaAndy, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having issues with your hub. We've done some checks on the hub from this end and have not found any issues that could account for hub rebooting and connection drop-outs.

We need you to complete a Pin hole reset of the Hub in an attempt to resolve any unfound issues. Do this by holding a pen in the reset hole on the back of the Hub for 30 seconds. This will reboot the Hub and reset all Hub settings to default. If you have made any changes to the Hub's wireless settings you may need to reconnect your wireless devices to the Hub as the WiFi settings will now be back to default.

Please let us know how this goes or if you have any further issues. 

Thanks,