Hub 5 Keeps Restarting - Log Included

[gphome]

Hi all, my Wi-Fi has started to randomly reboot very hour or so, and is causing a nightmare for home working Teams Video Calls etc. any idea how to fix? Log entry showing reboot is below. Many Thanks!

Time Priority Description

03-11-2023 13:03:33	notice	REGISTRATION COMPLETE - Waiting for Operational status
03-11-2023 13:03:29	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 13:03:24	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 13:03:16	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 13:03:14	notice	Honoring MDD; IP provisioning mode = IPv4
03-11-2023 13:02:52	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 13:02:51	critical	Cable Modem Reboot because of - unknown
03-11-2023 12:03:15	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 12:03:14	critical	Cable Modem Reboot because of - unknown
03-11-2023 11:17:22	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2023 11:17:21	critical	Cable Modem Reboot because of - unknown
02-11-2023 17:13:30	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2023 17:13:29	critical	Cable Modem Reboot because of - unknown
02-11-2023 15:10:44	critical	Cable Modem Reboot because of - unknown
02-11-2023 15:10:44	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2023 09:31:16	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
02-11-2023 09:31:15	critical	Cable Modem Reboot because of - unknown
01-11-2023 20:59:52	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 20:59:51	critical	Cable Modem Reboot because of - unknown
01-11-2023 13:57:19	critical	16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:57:19	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:56:11	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:55:39	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:55:39	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:55:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
01-11-2023 13:55:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
29-10-2023 08:17:05	critical	Cable Modem Reboot because of - unknown
29-10-2023 08:17:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-10-2023 21:23:46	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
28-10-2023 21:23:45	critical	Cable Modem Reboot because of - unknown
28-10-2023 12:06:54	critical	Cable Modem Reboot because of - unknown
28-10-2023 12:06:54	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Client62]

Check for a known service fault in your street 0800 561 0061 - it is an automated service.

Take a look at the Hub 5 Downstream and Upstream tabs. Could this be triggered by the signal levels being well outside of the norms or are the error levels high and still rising ?

[Zach_R]

Hi @gphome, 

Thank you for your post and welcome to our community forums. We're here to help.

I'm very sorry to hear that you're experiencing intermittent reboots with your router recently. I've checked over things on our systems and I'm unable to detect any faults currently. Are these issues ongoing for you today?

If they are, would you be able to share a live BQM with us so we can see your connection quality in real-time too?

Thanks,
 

[Adduxi]

Just for information and passing on to the Mods should they wish to pass on to someone who may be interested.

Getting this as well, twice in a row, Hub 5 and not long installed as a replacement for a previous faulty Hub 5.  Sometimes wish I still had my old white Hub 3 from trials, it was a solid old piece of kit ...  🙂

Nothing else in the logs or power stats are out of order, so no idea where this is coming from.  Maybe maintenance in the area?  

From the logs;

14-11-2023 02:37:03 critical Cable Modem Reboot because of - unknown

15-11-2023 03:15:37 critical Cable Modem Reboot because of - unknown

[Kath_F]

Hi Adduxi, 

Thanks for updating the thread and letting us know you're having some issues with the reboots. 

Taking a look this end this is no fault in the area affecting you currently. I can see there were a few disconnections registered but things seem to be looking good since. 

Have you experienced any further issues since posting?

Let us know. 

[gphome]

Hi all, yes I am still getting the reboots several times per day, all with the same log entry listed above, is there any solution yet?

[gphome]

I am still getting the issue unfortunatly

[gphome]

Hi Zach, yes they occur every day

[gphome]

Hi, did you solve it in any way?

[Roger_Gooner]

The log shows some instability in your connection, possibly due to signal issues. There are several failures by the cable modem to acquire the QAM/QPSK symbol timing from the CMTS and repeated failures to successfully range on the upstream channel (that will prevent the modem from connecting to the internet). These errors are causing the modem to reboot repeatedly.