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Hub 5 Rebooting at 2am?

Broshida
Joining in

Seems to be happening every Tuesday, Wednesday and Thursday at 2am. The source of the reboot is always unknown. Looking around, this seems to be a common issue. Is there anyway to stop it? 

Have only been on 1gig for just over a week and am already getting very annoyed with these reboots. 

 

 

[MOD EDIT: Subject title changed for clarity]

10 REPLIES 10

Client62
Legend

Check in the Hub 5 log tab to see if the reboots are being triggered by repeated attempts to perform a software update that keeps failing.

Just happened again, the only thing standing out in the technical log is a SYNC Timing Synchronization failure. Pretty much just Reboot because of - unknown, then SYNC. Fairly sure firmware is up to date (my version is LG-RDK_7.6.20-2306.5)

Link to BQM if that helps. 

Broshida
Joining in

More info in case it's needed, also let me know if down/upstream are needed too: 

Network Log

Time Priority Description
06-06-2024 02:06:23noticeGUI Login Status - Login Success from LAN interface
06-06-2024 02:04:07noticeREGISTRATION COMPLETE - Waiting for Operational status
06-06-2024 02:04:00noticeDS 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;
06-06-2024 02:03:56noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-06-2024 02:03:54warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-06-2024 02:03:52noticeHonoring MDD; IP provisioning mode = IPv4
06-06-2024 02:03:50criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-06-2024 02:03:44criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-06-2024 02:03:43criticalCable Modem Reboot because of - unknown
05-06-2024 02:04:09criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-06-2024 02:04:05criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-06-2024 02:04:04criticalCable Modem Reboot because of - unknown

Tudor
Very Insightful Person
Very Insightful Person

Possibly CMTS maintenance, but you should check for local area problems or call in a fault. Details below.  I’m the mean time post all the stats and we can take a look at them. 

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Broshida
Joining in

Third week straight of the router doing this. Getting pretty sick of it tbh. 

11-06-2024 02:37:33noticeGUI Login Status - Login Success from LAN interface
11-06-2024 01:36:58noticeREGISTRATION COMPLETE - Waiting for Operational status
11-06-2024 01:36:52noticeDS 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;
11-06-2024 01:36:48noticeTLV-11 - unrecognized OID;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-06-2024 01:36:46warningDHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-06-2024 01:36:44noticeHonoring MDD; IP provisioning mode = IPv4
11-06-2024 01:36:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-06-2024 01:36:33criticalSYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
11-06-2024 01:36:32criticalCable Modem Reboot because of - unknown

Broshida
Joining in
Spoiler

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
13310000000.440QAM 25625
21470000001.641QAM 2562
31550000001.441QAM 2563
41630000001.441QAM 2564
51710000001.341QAM 2565
61790000001.241QAM 2566
71870000001.241QAM 2567
81950000001.541QAM 2568
92030000001.541QAM 2569
102110000001.641QAM 25610
112190000001.641QAM 25611
122270000001.541QAM 25612
132350000001.541QAM 25613
142430000001.441QAM 25614
15251000000141QAM 25615
162590000000.841QAM 25616
172670000000.841QAM 25617
182750000000.741QAM 25618
192830000000.541QAM 25619
202910000000.440QAM 25620
212990000000.540QAM 25621
223070000000.640QAM 25622
233150000000.640QAM 25623
243230000000.640QAM 25624
253390000000.540QAM 25626
263470000000.541QAM 25627
273550000000.241QAM 25628
283630000000.140QAM 25629
29371000000040QAM 25630
303790000000.140QAM 25631
313870000000.140QAM 25632

3.0 Downstream channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked4000
2Locked4100
3Locked4100
4Locked4100
5Locked4100
6Locked4100
7Locked4100
8Locked4100
9Locked4100
10Locked4100
11Locked4100
12Locked4100
13Locked4100
14Locked4100
15Locked4100
16Locked4100
17Locked4100
18Locked4100
19Locked4100
20Locked4000
21Locked4000
22Locked4000
23Locked4000
24Locked4000
25Locked4000
26Locked4100
27Locked4100
28Locked4000
29Locked4000
30Locked4000
31Locked4000

3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM 40961108

3.1 Downstream channels

Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile)
33Locked41-0.79647060

 

Broshida
Joining in

Upstream and Status too. 

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
06030000037.55120QAM 646
15370000037.55120QAM 647
24620000037.55120QAM 648
33940000037.55120QAM 649
43260000037.55120QAM 6410
52360000037.55120QAM 6412

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
0ATDMA0010
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
5ATDMA0000
Item Status TypeChannel Overview Downstream Upstream
Cable Modem StatusOnlineDOCSIS 3.0
Primary downstream channelLockedSC-QAM
DOCSIS 3.0 channels316
DOCSIS 3.1 channels10

Every Tuesday, Wednesday and Thursday at around 2-3am like clockwork. Super fun. 

greggggy
Joining in

im having the same issue. i tried speaking to support on whatsapp which was useless. 

im using my hub 5 in modem mode and they just told me its because im using a third party router. and that they do not support the use of third party routers. And that i need to stop using it and switch my hub back in to router mode. 😕

kind of defeats the point of having modem mode. 

 

Hi @Broshida 

Thanks for coming back to the thread.

Can you please place the Hub in router mode and leave it in router mode for at least 7 days.

This is to ensure it's getting all the updates it needs.

If after this time, you're still having issues, let us know.

Best wishes.

John_GS
Forum Team


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