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Problem with Superhub 3 frequent spontaneous reboots.

Hi,

I seem to have a problem 😞

Since approximately 16:50 on 2/07/2020 my Superhub 3 has been spontaneously and randomly rebooting.

I've tried:

power off for 30 seconds then power on
factory reset
ensured both power and signal connectors are securly attached

Problem still persists.


Best regards, Paul.

 


Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 458750000 -4.7 40 256 qam 37
2 250750000 -2.7 40 256 qam 15
3 258750000 -3 40 256 qam 16
4 266750000 -2.9 40 256 qam 17
5 274750000 -3 40 256 qam 18
6 282750000 -3.2 40 256 qam 19
7 290750000 -3.4 40 256 qam 20
8 298750000 -3.4 40 256 qam 21
9 306750000 -3.2 40 256 qam 22
10 314750000 -3.2 40 256 qam 23
11 322750000 -3.5 40 256 qam 24
12 330750000 -4 40 256 qam 25
13 370750000 -4 40 256 qam 26
14 378750000 -4 40 256 qam 27
15 386750000 -4 40 256 qam 28
16 394750000 -4 40 256 qam 29
17 402750000 -3.9 40 256 qam 30
18 410750000 -4.4 40 256 qam 31
19 418750000 -4.5 40 256 qam 32
20 426750000 -4.4 40 256 qam 33
21 434750000 -4.7 40 256 qam 34
22 442750000 -4.9 40 256 qam 35
23 450750000 -4.9 40 256 qam 36
24 466750000 -4.9 40 256 qam 38


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 5 0
2 Locked 40.9 6 0
3 Locked 40.9 5 0
4 Locked 40.9 5 0
5 Locked 40.9 5 0
6 Locked 40.3 6 0
7 Locked 40.9 13 0
8 Locked 40.3 4 0
9 Locked 40.3 5 0
10 Locked 40.9 5 0
11 Locked 40.9 5 0
12 Locked 40.3 0 0
13 Locked 40.3 0 0
14 Locked 40.3 12 0
15 Locked 40.9 6 0
16 Locked 40.3 4 0
17 Locked 40.3 5 0
18 Locked 40.3 6 0
19 Locked 40.3 5 0
20 Locked 40.9 6 0
21 Locked 40.9 4 0
22 Locked 40.3 5 0
23 Locked 40.3 6 0
24 Locked 40.9 0 0

 

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 39400000 4.85 5120 32 qam 6
2 25800000 4.7 5120 32 qam 8
3 32600000 4.85 5120 32 qam 7
4 46200000 4.85 5120 32 qam 5


Upstream bonded channels
Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1 ATDMA 0 0 0 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 0 0
4 ATDMA 0 0 0 0

 


Network Log
Time Priority Description
03/07/2020 12:46:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
03/07/2020 09:29:25 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:51:48 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:43 Warning! TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:43 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:42 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:41 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:40 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:40 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:39 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:50:39 critical Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:11:29 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:10:50 Warning! TCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
02/07/2020 19:10:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

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Message 2 of 6
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Re: Problem with Superhub 3 frequent spontaneous reboots.

Your hub is NOT rebooting, there is no indication of this in the logs. What is happening is it is losing the connection to the VM CMTS (equipment at other end of your cable) and it is trying to reconnect, over and over. It looks from the number of T3’s in the log that there is a noise ingress problem on your circuit. Phone customer services and report it or wait a few days for a VM staff member to get to your post. 


Tudor
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Re: Problem with Superhub 3 frequent spontaneous reboots.

OK. Thanks for that 🙂

I'm able to live with it for a few days (provided it doesn't get worse), I'll wait for a VM staff member to pick up on it.

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Re: Problem with Superhub 3 frequent spontaneous reboots.

Hi Deosil,

 

Sorry to hear about the reboots you're having. I've checked the details and cannot find any issues or errors. It may be a faulty Hub however. Can I ask that when it's up and running, how is your connection? Please let us know so we can help.

 

Thanks,

 

Lisa

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Re: Problem with Superhub 3 frequent spontaneous reboots.

Hi Lisa_CC

  No problem at all when it's working...

  There have been (so far) two spates of it happening, for a period of approximately 2hrs on 2/7/2020 and for a shorter period of approximately 30mins on 3/7/2020.

  So far since then it's been OK.  I'm fine with leaving it for a few days to see how it goes.

Thanks.

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Re: Problem with Superhub 3 frequent spontaneous reboots.

Hi,

I've not seen this issue any more since 3/7/2020.

Checking the logs over the intervening period I'm seeing one or two "No Ranging Response received - T3 time-out; ... " errors per day. I don't know what the "normal" incidence of those would be. There has been one "RCS Partial Service; ... " error logged.

I guess for the moment I can call this closed, thanks for your time and sorry to have bothered you 🙂

Regards, Paul.

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