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stetho
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Superhub 3 (in modem modem) crashes when uploading

Over the past couple of months I have experienced regular crashes of my Superhub. I have been able to determine that this happens when someone in the house is uploading a "large" file, most commonly a video to YouTube. 

I'm now at the point where this is verifiable and repeatable every time. Upload a video, Superhub crashes. And by crashes I mean it becomes completely unresponsive - the lights stop flashing and I can't access the web interface. I have to power the modem off. 

This is further complicated by the fact that when the superhub reconnects, the upload resumes and it crashes again after a few seconds. It can take up to 20 restarts to upload a video.

Calling 150 was an unhelpful and painful experience. Initially it was diagnosed as a problem with YouTube but when I explained that I can duplicate the problem by uploading a large file to DropBox the suggestion was to upload smaller files. This is the kind of customer service I'm used to though from a company that knows my only other option is an ADSL line running at 2.5Mbit so they won't even entertain the possibility that it could be something they have to fix. If you look at my previous post on here it took over a year to get Virgin to send out an engineer when my internet connection was incredibly slow. They constantly wanted to blame contention ratios, one person I spoke to even suggesting that I should "wait until other people have stopped using the internet". Eventually this engineer pulled up some covers in the street and replaced a splitter and now I get the speeds I should be getting. This isn't something I could have done but convincing Virgin that I might have a problem that they need to investigate rather than brushing me off with stupid suggestions like "upload smaller files" is par for the course.

If you Google this problem you'll find a very similar problem but this was watching videos on YouTube and was caused by a specific version of AVG anti virus on Windows. This is uploading large files and there's no Windows machines in my house - but by using Macs and Linux and different platforms like YouTube and DropBox, I have establish beyond doubt that this caused by uploading large files.

If anyone else has experienced this or has any suggestions, please let me know!

Steve

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Sephiroth
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Re: Superhub 3 (in modem modem) crashes when uploading

We might be able to diagnose this (emphasis on "might") if you post your upstream, downstream and network logs. I'd be looking at the upstream in particular to see what the power levels are doing and to the network log to see what was reported when a failure occurred. Perhaps you could indicate the time as a pointer into the network log.

Seph - ( DEFROCKED - My advice is at your risk)

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stetho
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Re: Superhub 3 (in modem modem) crashes when uploading

This is this evening's crashes while trying to upload to YouTube. The times in the network log are the same as when the crashes occur and I have to power cycle the Superhub. 

Network Log

First TimeLast TimePriorityError NumberDescription
10/06/2018 18:19:34 GMT10/06/2018 18:19:34 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2018 18:13:35 GMT10/06/2018 18:13:35 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2018 18:07:34 GMT10/06/2018 18:07:34 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2018 18:01:34 GMT10/06/2018 18:01:34 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2018 17:55:35 GMT10/06/2018 17:55:35 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2018 17:49:34 GMT10/06/2018 17:49:34 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2018 17:43:35 GMT10/06/2018 17:43:35 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2018 17:37:35 GMT10/06/2018 17:37:35 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2018 17:31:34 GMT10/06/2018 17:31:34 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully
10/06/2018 17:25:35 GMT10/06/2018 17:25:35 GMTError (4)68000407TOD established
Time Not EstablishedTime Not EstablishedNotice (6)84000510Downstream Locked Successfully

Downstream  DS-1 DS-2 DS-3 DS-4 DS-5 DS-6 DS-7 DS-8

Frequency (Hz)203000000211000000219000000227000000235000000243000000251000000259000000
Lock Status(QAM Lock/FEC Sync/MPEG Lock)LockedLockedLockedLockedLockedLockedLockedLocked
Channel ID910111213141516
Modulation256QAM256QAM256QAM256QAM256QAM256QAM256QAM256QAM
Symbol Rate (Msym/sec)6.9520006.9520006.9520006.9520006.9520006.9520006.9520006.952000
Interleave DepthI=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
I=12
J=17
Power Level (dBmV)3.102.431.870.910.530.01-0.56-1.67
RxMER (dB)37.9435.0832.9634.7736.3938.9836.3935.08
Pre RS Errors285289758302310311320330
Post RS Errors285288279302310311314330

Upstream  US-1 US-2 US-3 US-4

Channel Type2.02.0N/AN/A
Channel ID32N/AN/A
Frequency (Hz)2440000031000000N/AN/A
Ranging StatusSuccessSuccessOtherOther
Modulation32QAM64QAMN/AN/A
Symbol Rate (Sym/sec)51200005120000N/AN/A
Mini-Slot Size22N/AN/A
Power Level (dBmV)38.7538.75N/AN/A
T1 Timeouts0000
T2 Timeouts0000
T3 Timeouts0000
T4 Timeouts0000

 

This info is (obviously) taken while the hub is operational so I don't know if it's going to give you any information about what's happening when it stops responding.

 

Steve 

 

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Sephiroth
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Re: Superhub 3 (in modem modem) crashes when uploading

Two of your downstream channels, 11 & 12, are suffering excessive noise. Channel 12 is just inside VM's spec and channel 11 is below.

The network log only shows the reboots, unfortunately.

You might well ask what has the downstream to do with the uploads crashing the circuit? Well, the keep-alives depend on both directions and if the downstream is misbehaving, the circuit can fail.

What I've just said is rather half-hearted because there is no evidence in the Post-RS errors of downstream consequences of poor SNR. Nor is there evidence in the network log that the circuit is flapping.

But then you say you have the Hub 3. The stats suggest that you have a Superhub 1 or 2. Which model is it really?

Seph - ( DEFROCKED - My advice is at your risk)

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stetho
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Re: Superhub 3 (in modem modem) crashes when uploading

It says it's a Super Hub VMDG490 which according to Google is a 2ac, not a 3. Sorry about that. I just assumed that since I've only had it a few months it was the newest model.

 

Steve

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Sephiroth
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Re: Superhub 3 (in modem modem) crashes when uploading

You got the best model, ironically! Those SNR levels are poor. There's no point calling India on this one and the excellent VM bods in the forum take a week or so to get to a thread. If all the coax leads are screwed in tight, there's not a lot you can do until the Forum Team get to you.

Seph - ( DEFROCKED - My advice is at your risk)

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stetho
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Re: Superhub 3 (in modem modem) crashes when uploading

That's interesting. My previous post - which is also when I got the new modem - had the same symptoms and, as I mentioned, was cured when an engineer finally attended and traced the connection to my house back through some manhole covers and replaced a splitter about 100m down the road. And it did fix the problem - I haven't had speed problems since. But it does seem as though this new problem must have a similar root cause. The only cable that hasn't been replaced in my house is the one that runs from the splitter (which has also been replaced) in my property to the V6 box! 

I'll just sit here and wait for the forum team, then. Thanks for your input.

Steve

 

 

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Sephiroth
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Re: Superhub 3 (in modem modem) crashes when uploading

You're welcome. Do keep us posted.

Seph - ( DEFROCKED - My advice is at your risk)

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Forum Team (Retired) Jen_A
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Re: Superhub 3 (in modem modem) crashes when uploading

Hi stetho,

The modem SNR is too low on one of the downstream channels. Other than that I can find no fault and I suspect the Hub may need replacing. I'd like to arrange for an engineer visit, so your local connection (cables, splitter etc) can be checked out. If the Hub is replaced you will get a Hub 3 as we no longer stock the model you have, though, if the fault is located elsewhere, and you wish to retain your current Hub, please do mention it to the engineer. Reply to my PM (purple envelope icon, top right of page) and I'll get an appointment scheduled in.


Jen
Forum Team



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Forum Team (Retired) Jen_A
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Re: Superhub 3 (in modem modem) crashes when uploading

Hi Steve,

Engineer booked in as per details in my PM. Do let us know what happens please - if any issues recur following the appointment we can re-visit this for you.

Regards,


Jen
Forum Team



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