on 02-10-2021 06:48
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 👍
Answered! Go to Answer
on 02-10-2021 07:29
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.
on 02-10-2021 07:29
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.
on 02-10-2021 08:08
Password |
1 | 139000000 | -0.7 | 38 | 256 qam | 1 |
2 | 147000000 | -0.7 | 40 | 256 qam | 2 |
3 | 155000000 | -0.5 | 40 | 256 qam | 3 |
4 | 163000000 | -0.9 | 40 | 256 qam | 4 |
5 | 171000000 | -1 | 40 | 256 qam | 5 |
6 | 179000000 | -1 | 40 | 256 qam | 6 |
7 | 187000000 | -1.2 | 40 | 256 qam | 7 |
8 | 195000000 | -1.2 | 40 | 256 qam | 8 |
9 | 203000000 | -1.4 | 40 | 256 qam | 9 |
10 | 211000000 | -1.7 | 40 | 256 qam | 10 |
11 | 219000000 | -2 | 40 | 256 qam | 11 |
12 | 227000000 | -2.2 | 38 | 256 qam | 12 |
13 | 235000000 | -2 | 40 | 256 qam | 13 |
14 | 243000000 | -1.7 | 40 | 256 qam | 14 |
15 | 251000000 | -1.7 | 40 | 256 qam | 15 |
16 | 259000000 | -1.7 | 40 | 256 qam | 16 |
17 | 267000000 | -1.7 | 40 | 256 qam | 17 |
18 | 275000000 | -1.9 | 40 | 256 qam | 18 |
19 | 283000000 | -2 | 40 | 256 qam | 19 |
20 | 291000000 | -2 | 38 | 256 qam | 20 |
21 | 299000000 | -2 | 38 | 256 qam | 21 |
22 | 307000000 | -2.2 | 38 | 256 qam | 22 |
23 | 315000000 | -2.2 | 38 | 256 qam | 23 |
24 | 323000000 | -2.2 | 38 | 256 qam | 24 |
1 | Locked | 38.6 | 261 | 0 | |
2 | Locked | 40.3 | 260 | 0 | |
3 | Locked | 40.3 | 252 | 0 | |
4 | Locked | 40.3 | 95 | 0 | |
5 | Locked | 40.3 | 113 | 0 | |
6 | Locked | 40.3 | 95 | 0 | |
7 | Locked | 40.3 | 108 | 0 | |
8 | Locked | 40.3 | 98 | 0 | |
9 | Locked | 40.3 | 86 | 0 | |
10 | Locked | 40.3 | 98 | 0 | |
11 | Locked | 40.3 | 150 | 0 | |
12 | Locked | 38.9 | 130 | 3 | |
13 | Locked | 40.3 | 85 | 0 | |
14 | Locked | 40.3 | 88 | 0 | |
15 | Locked | 40.3 | 66 | 0 | |
16 | Locked | 40.3 | 81 | 0 | |
17 | Locked | 40.3 | 102 | 0 | |
18 | Locked | 40.3 | 80 | 0 | |
19 | Locked | 40.9 | 342 | 0 | |
20 | Locked | 38.9 | 113 | 0 | |
21 | Locked | 38.9 | 119 | 0 | |
22 | Locked | 38.6 | 155 | 4 | |
23 | Locked | 38.9 | 144 | 0 | |
24 | Locked | 38.9 | 169 | 0 |
on 02-10-2021 08:10
Password |
1 | 53700000 | 49.8 | 5120 | 64 qam | 2 |
2 | 39400000 | 48.5 | 5120 | 64 qam | 4 |
3 | 46200000 | 49 | 5120 | 64 qam | 3 |
4 | 60300000 | 49.8 | 5120 | 64 qam | 1 |
1 | ATDMA | 0 | 0 | 1 | 0 |
2 | ATDMA | 0 | 0 | 3 | 0 |
3 | ATDMA | 0 | 0 | 1 | 0 |
4 | ATDMA | 0 | 0 | 2 | 0 |
on 02-10-2021 08:12
Hopefully that's right, had to do it from the phone so apologies if formatting is off
on 02-10-2021 08:39
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.
on 04-10-2021 10:07
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,
on 04-10-2021 11:13
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,
on 11-12-2021 23:02
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
on 14-12-2021 08:52
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,
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