Superhub 5 Rebooting again

[Callinder]

After posting a message about my Hub5 rebooting following a software update and everything appearing to settle down my Hub5 is rebooting with some frequency. Since the 16 October my Hub5 has rebooted because - Cable Modem Reboot because of - kernel-panic -  on 7 occasions and once because - Cable Modem Reboot because of - unknown - whatever that means. However all of them occurred following this critical message SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK followed by symbol timing and some technical stuff regarding CM-MAC=*******;CMTS-MAC=******;CM-QOS=1.1;CM-VER==3.1

[jbrennand]

Is that the "ATOM" kernal panic?  If so see this...

Re. the Atom Error message
See messages 4 and 8 in here
https://community.virginmedia.com/t5/Networking-and-WiFi/NOTICE-ATOM-is-restarted-due-to-Kernel-oops...

Also post up the Hub data - Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts

[Callinder]

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

0	49600000	52.3	5120	QAM 64	1
1	43100000	52.8	5120	QAM 64	2
2	36600000	53	5120	QAM 64	3
3	30100000	52.3	5120	QAM 64	4
4	23600000	53	5120	QAM 64	9

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	0	0	0
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

3.1 Upstream channels

Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation

13

10.4

48.0

2K

QAM 256

3.1 Upstream channels

Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts

13

OFDMA

208

74000000

0

0

[Callinder]

3.0 Downstream channels

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

1	331000000	-8.3	38	QAM 256	25
2	139000000	-2.2	38	QAM 256	1
3	147000000	-2.5	38	QAM 256	2
4	155000000	-2.9	38	QAM 256	3
5	163000000	-3.3	38	QAM 256	4
6	171000000	-3.7	39	QAM 256	5
7	179000000	-3.7	39	QAM 256	6
8	187000000	-3.8	40	QAM 256	7
9	195000000	-3.9	40	QAM 256	8
10	203000000	-4.3	39	QAM 256	9
11	211000000	-4.3	40	QAM 256	10
12	219000000	-4.6	31	QAM 256	11
13	227000000	-4.8	31	QAM 256	12
14	235000000	-5.1	39	QAM 256	13
15	243000000	-5.3	40	QAM 256	14
16	251000000	-5.5	39	QAM 256	15
17	259000000	-5.8	39	QAM 256	16
18	267000000	-5.9	39	QAM 256	17
19	275000000	-6.2	39	QAM 256	18
20	283000000	-6.5	39	QAM 256	19
21	291000000	-6.8	39	QAM 256	20
22	299000000	-7.2	39	QAM 256	21
23	307000000	-7.5	39	QAM 256	22
24	315000000	-7.8	39	QAM 256	23
25	323000000	-8.1	38	QAM 256	24
26	339000000	-8.5	38	QAM 256	26
27	347000000	-8.6	38	QAM 256	27
28	355000000	-8.6	38	QAM 256	28
29	363000000	-8.7	38	QAM 256	29
30	371000000	-8.9	38	QAM 256	30
31	379000000	-8.9	38	QAM 256	31

3.0 Downstream channels

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

1	Locked	38	34	0
2	Locked	38	165	30
3	Locked	38	241	28
4	Locked	38	174	28
5	Locked	38	240	24
6	Locked	39	426	19
7	Locked	39	475	3
8	Locked	40	198	1
9	Locked	40	155	0
10	Locked	39	48	0
11	Locked	40	146	0
12	Locked	31	666633	0
13	Locked	31	1162900	0
14	Locked	39	141	0
15	Locked	40	121	0
16	Locked	39	33	0
17	Locked	39	30	0
18	Locked	39	30	0
19	Locked	39	25	0
20	Locked	39	26	0
21	Locked	39	29	0
22	Locked	39	31	0
23	Locked	39	36	0
24	Locked	39	38	0
25	Locked	38	34	0
26	Locked	38	54	0
27	Locked	38	73	0
28	Locked	38	41	0
29	Locked	38	40	0
30	Locked	38	47	0
31	Locked	38	50	0

[Callinder]

3.1 Downstream channels

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

33

94

4K

1840

QAM 4096

1108

3.1 Downstream channels

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

33

Locked

33

-16.4

22965112

184354877

[Callinder]

This is all the data I think is useful.

[Robert_P]

Hi Callinder,

Sorry to hear of the Hub 5 rebooting issue experienced, we appreciate you raising this via the forums and providing the additional details and hub information.

From checking the connection and equipment, the speeds for download and upload appear fine, there were some disconnections across Monday evening though to Friday but have been none since. Has this settled down over the weekend or are the disconnections still happening?

From looking at the levels, the power levels seem a little out of the range we'd expect to see, this will require a technician visit. I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

Rob

[Callinder]

After checking my log files everything seems to have settled down now.

[cje85 · Accepted solution]

Those power levels are poor, the lowest should be -6 but some are down to -8.9, so I would still go ahead with the engineer visit to get it sorted. 

[Callinder]

I agree and I'm currently waiting for a reply from the Forum Team as they have identified the same problem as you.