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Hub 3 keeps rebooting

seamat
Dialled in

Hello

I've got an ongoing issue with my hub 3 where it randomly reboots.  You wouldn't notice it unless you were online when it happens.  Unfortunately every time it reboots I have to go through a reset process with our Hive system that takes around 15 mins to get back up and running, so it's becoming a pain.

Any ideas what's causing it?

 

Thanks 👍

 

 

 

 

 

 

1 ACCEPTED SOLUTION

Accepted Solutions

Andrew-G
Alessandro Volta

Usually it's not rebooting, it's re-registering all the channels it uses to communicate with VM's network.  It looks the same, and has the same impact on you, but causes and solutions are different.  Since re-registration is usually caused by noise or power level problems, connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

See where this Helpful Answer was posted

24 REPLIES 24

Andrew-G
Alessandro Volta

Usually it's not rebooting, it's re-registering all the channels it uses to communicate with VM's network.  It looks the same, and has the same impact on you, but causes and solutions are different.  Since re-registration is usually caused by noise or power level problems, connect to the hub by clicking on this link http://192.168.0.1/  That should pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.

Password 
Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1139000000-0.738256 qam1
2147000000-0.740256 qam2
3155000000-0.540256 qam3
4163000000-0.940256 qam4
5171000000-140256 qam5
6179000000-140256 qam6
7187000000-1.240256 qam7
8195000000-1.240256 qam8
9203000000-1.440256 qam9
10211000000-1.740256 qam10
11219000000-240256 qam11
12227000000-2.238256 qam12
13235000000-240256 qam13
14243000000-1.740256 qam14
15251000000-1.740256 qam15
16259000000-1.740256 qam16
17267000000-1.740256 qam17
18275000000-1.940256 qam18
19283000000-240256 qam19
20291000000-238256 qam20
21299000000-238256 qam21
22307000000-2.238256 qam22
23315000000-2.238256 qam23
24323000000-2.238256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors  
1Locked38.62610 
2Locked40.32600 
3Locked40.32520 
4Locked40.3950 
5Locked40.31130 
6Locked40.3950 
7Locked40.31080 
8Locked40.3980 
9Locked40.3860 
10Locked40.3980 
11Locked40.31500 
12Locked38.91303 
13Locked40.3850 
14Locked40.3880 
15Locked40.3660 
16Locked40.3810 
17Locked40.31020 
18Locked40.3800 
19Locked40.93420 
20Locked38.91130 
21Locked38.91190 
22Locked38.61554 
23Locked38.91440 
24Locked38.91690 

Password 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
15370000049.8512064 qam2
23940000048.5512064 qam4
34620000049512064 qam3
46030000049.8512064 qam1


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0010
2ATDMA0030
3ATDMA0010
4ATDMA0020

Hopefully that's right, had to do it from the phone so apologies if formatting is off

Andrew-G
Alessandro Volta

Formatting is fine, exactly how we like it! 

Rather too many T3 errors on the upstream counts, and a small but suspicious blip of post-RS counts on downstream channels 12 and 22.  Coupled with high (although within range) upstream power, my suspicion is an upstream noise problem.  But from what I see so far, I can't offer any definitive view; if you wait (sometimes a day or two) for the forum staff to take a look they can advise, as they can see more data that the logs show you or I.  You could also post up the Network log - that sometimes shows clearer evidence of connection faults.

Be persistent if the advice is "looks good from our side" - sometimes the diagnostics VM use miss things, and there's a tendency to come out with irrelevant comments like "you've got a wifi device too close to the hub".  

Always worth undoing, wiping and remaking all coax cable connectors (if you're careful, including in the brown plastic Omnibox mounted on the outside wall), making sure all hub power leads are fully pushed home, and also trying a pinhole reset.  Common opinion here is that it requires a good push-and-hold for 30 seconds to properly force a reset, and you may need to hunt around for something suitable to both get far enough into the hole and push the contact down.  Sometimes that cures the problem, sometimes it'll need a technician visit.  If your hub and the connection are all working as you pay for, you should not be having to regularly reconnect devices to the hub (although any "smart" devices that need manual reconnection when connectivity is briefly lost are also to blame - if that's the case, poorly conceived techno-tat, the equivalent of needing to fiddle under the bonnet to reset a car's control unit if it stalls).

One other thought - you don't have a Dell laptop with an Intel Killer wifi adaptor do you?  There's been many reports of those triggering reboots of VM hubs.

Hi seamat,


Thanks for your post and I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate your account via your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 


I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Hi seamat, 

 

Thanks for coming back to me via private message with your information. 

 

Our diagnostics on your home network and Hub have not found any issues that could account for connection drop-outs. All power levels are at optimal levels, I'm not seeing any errors and there are no open faults in your area either. I can see the uptime on the Hub is a few days too. Hopefully this means the disconnections have stopped but if not, read on 🙂

 

Please set up a BQM here and share the live graph URL here so we can monitor the disconnections. If they continue we can then escalate this and get an engineer booked out for you. 

 

Thanks,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Still doing it.

Just back after another reboot.  Earlier in the week we awoke to find the WiFi had been combined again and every device on the 5g network was without a connection until the cable modem could be reconfigured 

 

 

 

Hayley_S
Forum Team (Retired)
Forum Team (Retired)

Hello @seamat,

I can see that Kath has given you a link on how to set up a BMQ chart, please do this and monitor it for 24 hours. The post the link for us to check over.

Many thanks,

Hayley
Forum Team



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