on 02-01-2022 10:46
Yet another disconnection this morning 2/1/2022 at approx 0020hrs. Left disconnected until 0207hrs to allow BQM to pick up problems. No change from usual pattern. Switched off hub between 0207 and 0224 hrs to ensure monitoring correct IP. BQM showed solid red block so all correct.
Will post Logs (hopefully) below along with BQM for reference. Interestingly some of the disconnections coincide almost identically with log “Notice ATOM is restarted as part of self healing”. Maybe I’m just clutching at straws now. At my wits end. HELP please.
Network Log
Time | Priority | Description |
02/01/2022 09:54:26 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
02/01/2022 00:18:49 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/2022 06:48:31 | Error | DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/12/2021 11:26:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/12/2021 10:00:35 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
31/12/2021 10:00:14 | Warning! | LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 08:56:9 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 03:38:39 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 03:31:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 02:53:35 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 02:49:36 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 02:31:3 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
30/12/2021 02:28:38 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
29/12/2021 23:38:20 | notice | NOTICE ATOM is restarted as part of Self Healing Mechanism;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 15:25:57 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 09:50:30 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 09:33:5 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
01/01/1970 00:01:37 | critical | No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 09:19:35 | notice | LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; |
27/12/2021 09:11:1 | Warning! | RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MA |
Answered! Go to Answer
on 02-01-2022 10:55
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 60300288 | 43.8 | 5120 | 64 qam | 1 |
2 | 53700074 | 43.8 | 5120 | 64 qam | 2 |
3 | 39400175 | 43.3 | 5120 | 64 qam | 4 |
4 | 46200064 | 43.5 | 5120 | 32 qam | 3 |
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 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 02-01-2022 10:50
Can you post the power levels as well for both Downstream and Upstream.
The ATOM restarting we think is due to the CPU in the Hub getting overloaded. The restart kills the processes and starts up again on a clean slate, so to speak.
You could try a 60 second pinhole factory reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible.
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on 02-01-2022 10:51
Downstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | SNR (dB) | Modulation | Channel ID |
1 | 139000000 | 5.5 | 38 | 256 qam | 1 |
2 | 147000000 | 5.6 | 40 | 256 qam | 2 |
3 | 155000000 | 5.8 | 40 | 256 qam | 3 |
4 | 163000000 | 5.5 | 40 | 256 qam | 4 |
5 | 171000000 | 5.6 | 40 | 256 qam | 5 |
6 | 179000000 | 5.9 | 40 | 256 qam | 6 |
7 | 187000000 | 6.3 | 40 | 256 qam | 7 |
8 | 195000000 | 6.3 | 40 | 256 qam | 8 |
9 | 203000000 | 6.3 | 40 | 256 qam | 9 |
10 | 211000000 | 6.3 | 40 | 256 qam | 10 |
11 | 219000000 | 6.4 | 40 | 256 qam | 11 |
12 | 227000000 | 6.5 | 40 | 256 qam | 12 |
13 | 235000000 | 6.5 | 40 | 256 qam | 13 |
14 | 243000000 | 6.4 | 40 | 256 qam | 14 |
15 | 251000000 | 6.5 | 40 | 256 qam | 15 |
16 | 259000000 | 6.5 | 40 | 256 qam | 16 |
17 | 267000000 | 6.6 | 40 | 256 qam | 17 |
18 | 275000000 | 6.5 | 40 | 256 qam | 18 |
19 | 283000000 | 6.6 | 40 | 256 qam | 19 |
20 | 291000000 | 6.5 | 40 | 256 qam | 20 |
21 | 299000000 | 6.8 | 40 | 256 qam | 21 |
22 | 307000000 | 6.6 | 40 | 256 qam | 22 |
23 | 315000000 | 7 | 40 | 256 qam | 23 |
24 | 323000000 | 6.9 | 40 | 256 qam | 24 |
on 02-01-2022 10:54
Can you post the Pre and PostRS errors from the Downstream tab as well. Also the Upstream, thanks !
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on 02-01-2022 10:55
Upstream bonded channels
Channel | Frequency (Hz) | Power (dBmV) | Symbol Rate (ksps) | Modulation | Channel ID |
1 | 60300288 | 43.8 | 5120 | 64 qam | 1 |
2 | 53700074 | 43.8 | 5120 | 64 qam | 2 |
3 | 39400175 | 43.3 | 5120 | 64 qam | 4 |
4 | 46200064 | 43.5 | 5120 | 32 qam | 3 |
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 | 0 | 0 |
4 | ATDMA | 0 | 0 | 0 | 0 |
on 02-01-2022 10:58
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 | 139000000 | 5.5 | 38 | 256 qam | 1 |
2 | 147000000 | 5.6 | 40 | 256 qam | 2 |
3 | 155000000 | 5.8 | 40 | 256 qam | 3 |
4 | 163000000 | 5.5 | 40 | 256 qam | 4 |
5 | 171000000 | 5.8 | 40 | 256 qam | 5 |
6 | 179000000 | 5.9 | 40 | 256 qam | 6 |
7 | 187000000 | 6.3 | 40 | 256 qam | 7 |
8 | 195000000 | 6.3 | 40 | 256 qam | 8 |
9 | 203000000 | 6.3 | 40 | 256 qam | 9 |
10 | 211000000 | 6.3 | 40 | 256 qam | 10 |
11 | 219000000 | 6.5 | 40 | 256 qam | 11 |
12 | 227000000 | 6.5 | 40 | 256 qam | 12 |
13 | 235000000 | 6.5 | 40 | 256 qam | 13 |
14 | 243000000 | 6.5 | 40 | 256 qam | 14 |
15 | 251000000 | 6.5 | 40 | 256 qam | 15 |
16 | 259000000 | 6.5 | 40 | 256 qam | 16 |
17 | 267000000 | 6.6 | 40 | 256 qam | 17 |
18 | 275000000 | 6.5 | 40 | 256 qam | 18 |
19 | 283000000 | 6.6 | 40 | 256 qam | 19 |
20 | 291000000 | 6.6 | 40 | 256 qam | 20 |
21 | 299000000 | 6.8 | 40 | 256 qam | 21 |
22 | 307000000 | 6.6 | 40 | 256 qam | 22 |
23 | 315000000 | 7 | 40 | 256 qam | 23 |
24 | 323000000 | 6.9 | 40 | 256 qam | 24 |
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 | Locked | 38.6 | 9 | 0 |
2 | Locked | 40.3 | 5 | 0 |
3 | Locked | 40.9 | 6 | 0 |
4 | Locked | 40.3 | 6 | 0 |
5 | Locked | 40.3 | 4 | 0 |
6 | Locked | 40.3 | 14 | 0 |
7 | Locked | 40.3 | 22 | 0 |
8 | Locked | 40.3 | 18 | 0 |
9 | Locked | 40.9 | 19 | 0 |
10 | Locked | 40.3 | 6 | 0 |
11 | Locked | 40.3 | 5 | 0 |
12 | Locked | 40.3 | 7 | 0 |
13 | Locked | 40.9 | 5 | 0 |
14 | Locked | 40.3 | 5 | 0 |
15 | Locked | 40.9 | 6 | 0 |
16 | Locked | 40.3 | 5 | 0 |
17 | Locked | 40.3 | 6 | 0 |
18 | Locked | 40.3 | 5 | 0 |
19 | Locked | 40.3 | 6 | 0 |
20 | Locked | 40.3 | 11 | 0 |
21 | Locked | 40.3 | 7 | 0 |
22 | Locked | 40.3 | 4 | 0 |
23 | Locked | 40.3 | 6 | 0 |
24 | Locked | 40.9 | 6 | 0 |
02-01-2022 11:02 - edited 02-01-2022 11:04
One of your Upstream is at 32QAM, and they all should be 64. I suspect this may be the problem.? All the rest of the stats look fine.
A VM technician will be required to fix this. If you wait here a day or two, a VM Mod will pick this up.
In the meantime you could try the full reset ? Just bear in mind this is a complete reset, so any custom changes you may have made on the Hub will be lost.
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on 02-01-2022 11:04
Thank you for your help. Glad someone actually believes me and that a problem is evident. How will I know that this problem has been actioned?
on 02-01-2022 12:22
Reference back to my earlier post a few days ago on same issue. All four upstream channels were set at 64 although one of these now appears to be at 32 on latest post?. Why would this change. In addition, when I initiated the BQM the other day it ran for 12 hours and then suddenly stopped whilst recording solid red bar ( packet loss). The only way I could get the BQM to monitor again was by disabling the firewall?. Not sure what is going on with this connection. Could hub be faulty? I am loath to purchase an independent router and switch the VM Hub 3 to modem if the same issue is likely to be experienced.
on 02-01-2022 13:35
You need to wait for a forum mod to reply with the next steps