Intermittent outages and hub restarts, even after a factory reset

[varimathras]

Hi all. For several weeks, I've been experiencing internet dropouts, it happens a few times a day and lasts a few minutes. I'd appreciate some help or guidance. 

During the outage, I've tried to check service status and there's nothing, no known outages in the area, and by the time I run a test the service comes back. 

Of course this is very difficult as I'm working from home and keep getting dropped during calls. 

The Superhub 3 is in modem mode (with an RT-AX86U router). 
The hub has two attenuators connected, a 6 db and a 3 db.  

I am not 100% sure but I think the hub 'flat' light starts flashing, and then after a few minutes it reboots.  I'm able to access the Hub admin console for a while during the outage and then it becomes inaccessible for a brief period during the reboot, then it comes back. 

I have performed a factory reset on the Superhub 3 using the pinhole on the back for 60 seconds, but I still get dropouts a few times a day.

Here's some of the information from advanced settings.  I've included network logs from both during an outage as well as afterwards. 

Status

Item Status Comments

Acquired Downstream Channel (Hz)	419000000	Locked
Ranged Upstream Channel (Hz)	39400000	Locked
Provisioning State	Online

Downstream

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	163000000	-3.5	38	256 qam	4
2	139000000	-3.5	38	256 qam	1
3	147000000	-3.7	38	256 qam	2
4	155000000	-3.5	38	256 qam	3
5	171000000	-3	38	256 qam	5
6	179000000	-3	38	256 qam	6
7	187000000	-2.9	38	256 qam	7
8	195000000	-3.5	38	256 qam	8
9	203000000	-3.4	40	256 qam	9
10	211000000	-3.4	38	256 qam	10
11	219000000	-3.5	40	256 qam	11
12	227000000	-3.7	40	256 qam	12
13	235000000	-3.7	40	256 qam	13
14	243000000	-3.5	40	256 qam	14
15	251000000	-3.2	40	256 qam	15
16	259000000	-3	40	256 qam	16
17	267000000	-2.9	40	256 qam	17
18	275000000	-3	40	256 qam	18
19	283000000	-2.5	40	256 qam	19
20	291000000	-2.5	40	256 qam	20
21	299000000	-1.9	40	256 qam	21
22	307000000	-1.7	40	256 qam	22
23	315000000	-1.5	40	256 qam	23
24	323000000	-1.7	40	256 qam	24

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	40.3	1943	0
2	Locked	40.3	116196	0
3	Locked	40.9	271825	0
4	Locked	40.3	257940	0
5	Locked	40.9	247098	0
6	Locked	40.9	236665	0
7	Locked	40.3	238977	0
8	Locked	40.3	226905	0
9	Locked	40.3	215954	0
10	Locked	40.3	206014	0
11	Locked	40.3	189354	0
12	Locked	40.3	186487	0
13	Locked	40.9	175046	0
14	Locked	40.3	166003	0
15	Locked	40.9	152247	0
16	Locked	40.3	146875	0
17	Locked	40.3	139234	0
18	Locked	40.3	128701	0
19	Locked	40.3	130521	0
20	Locked	40.3	118686	0
21	Locked	40.9	119103	0
22	Locked	40.3	103440	0
23	Locked	40.3	95940	0
24	Locked	40.3	97404	0

(more to follow)

[varimathras]

Upstream

Upstream bonded channels

ChannelFrequency (Hz)Power (dBmV)Symbol Rate (ksps)ModulationChannel ID

1	39400000	54	5120	64 qam	4
2	46200000	54	5120	64 qam	3

Upstream bonded channels

ChannelChannel TypeT1 TimeoutsT2 TimeoutsT3 TimeoutsT4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	1	1

Configuration

 

General Configuration

Network access	Allowed
Maximum Number of CPEs	1
Baseline Privacy	Enabled
DOCSIS Mode	Docsis30
Config file	iyewrkldJKDHSUBsgvca69834

 

Primary Downstream Service Flow

SFID	1510
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0

 

Primary Upstream Service Flow

SFID	1509
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort

Network log during the outage (around 19:06:31 in logs below)

Network Log

 

TimePriorityDescription

28/10/2021 19:09:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:09:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:07:39	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:07:39	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:07:23	Warning!	ToD request sent - No Response received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:06:31	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:06:31	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:06:14	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:05:18	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:05:18	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:04:58	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:04:58	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 12:00:2	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 10:54:10	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:38	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 10:36:33	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 10:31:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 10:31:24	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 10:31:6	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 10:31:6	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

[varimathras]

Network log afterwards 

Network Log

TimePriorityDescription

28/10/2021 19:16:43	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:16:43	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:16:37	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:16:7	Warning!	TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:16:7	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:14:42	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:14:42	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:13:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:13:50	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:13:50	Error	TCS Fail on all Upstream Channels;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:13:50	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:13:50	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:11:41	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:11:41	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:10:54	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:10:54	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:09:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:09:3	critical	Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:07:39	critical	REG RSP not received;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/10/2021 19:07:39	Error	T6 Timeout and retries exceeded;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[legacy1]

Are any of the attenuators forward path?

You can likely remove both which might bring down the upstream power.

[varimathras]

I don't know what forward attenuator means, I've got a photo here if it helps?  Sorry for the dust.

 

Is the negative power the cause for the dropouts? Thing is the connection has been fine for years, but I never took note of what the values used to be.

[Tudor · Accepted solution]

I guess they are not forward path attenuators by your stats. Try this, power off your hub, remove the two attenuators, power on your hub and take a set of stats. Wait a couple of hours and take a new set of stats. Post both sets. If you get any problems with this just revert to your original setup.

[legacy1]

You should be able to remove both now it may fix your problem or it might not post what your levels are after.

Someone might of changed your connection tap point out side which might have been faulty or going faulty and your levels have changed because of that.

[varimathras]

I removed the attenuators this morning, but I still had another outage just now. 

Here's a network log, does anything here show what the problem was?

Network Log

Time Priority Description

29/10/2021 08:43:46	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 08:40:4	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 08:39:19	Warning!	Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 08:39:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 08:39:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
29/10/2021 08:39:13	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

[varimathras]

I also recorded stats for when I removed the attenuators and then a few hours later.

Just after removing attenuators

Downstream bonded channels

ChannelFrequency (Hz)Power (dBmV)SNR (dB)ModulationChannel ID

1	419000000	5.8	40	256 qam	36
2	267000000	5.6	40	256 qam	17
3	275000000	5.6	40	256 qam	18
4	283000000	6	40	256 qam	19
5	291000000	6.3	40	256 qam	20
6	299000000	6.8	40	256 qam	21
7	307000000	7	40	256 qam	22
8	315000000	7	40	256 qam	23
9	323000000	7	40	256 qam	24
10	331000000	6.9	40	256 qam	25
11	339000000	6.9	40	256 qam	26
12	347000000	6.9	40	256 qam	27
13	355000000	6.5	40	256 qam	28
14	363000000	6	40	256 qam	29
15	371000000	6	40	256 qam	30
16	379000000	6	40	256 qam	31
17	387000000	5.8	40	256 qam	32
18	395000000	5.5	40	256 qam	33
19	403000000	5.5	40	256 qam	34
20	411000000	5.6	40	256 qam	35
21	427000000	5.6	40	256 qam	37
22	435000000	5.6	40	256 qam	38
23	443000000	5.8	40	256 qam	39
24	451000000	6	40	256 qam	40

[varimathras]

Downstream bonded channels

ChannelLocked StatusRxMER (dB)Pre RS ErrorsPost RS Errors

1	Locked	40.3	29660	0
2	Locked	40.3	64364	0
3	Locked	40.3	61378	0
4	Locked	40.3	58219	0
5	Locked	40.9	54891	0
6	Locked	40.9	55756	0
7	Locked	40.3	52977	0
8	Locked	40.9	50075	0
9	Locked	40.3	47146	0
10	Locked	40.9	43651	0
11	Locked	40.9	42648	0
12	Locked	40.9	39539	0
13	Locked	40.9	37215	0
14	Locked	40.9	33448	0
15	Locked	40.9	32960	0
16	Locked	40.3	30654	0
17	Locked	40.3	27943	0
18	Locked	40.3	28689	0
19	Locked	40.9	25650	0
20	Locked	40.9	25827	0
21	Locked	40.3	22221	0
22	Locked	40.3	20583	0
23	Locked	40.3	21152	0
24	Locked	40.9	19614	0