Superhub 5 Rebooting last three days

[HUGH_EFFO]

Hi

I noticed the last three nights when looking at my BQM's, they seems to be a loss of packets around 2am in the morning for the last three nights.  I checked the SH5 logs, and there are three entries saying the router re-booted.

Does the SH5 have a built in reboot timer, as nothing else in my house could cause it.  I even have the SH5 connected to a UPS, so has nothing to do with power loss.

This cannot be random, as it only happens once a day, all around the same time, in fact the first two were almost exactly 24 hours apart, to the second.

[Xevian]

Heya!

Was just searching to see if there was a schedule, as only just had service installed (Gloucester Area).. but looks pretty darn close in time! so I would guess a rolling restart of sorts.

11-01-2024 02:30:49

critical

Cable Modem Reboot because of - unknown

10-01-2024 02:04:13

critical

Cable Modem Reboot because of - unknown

09-01-2024 02:04:27

critical

Cable Modem Reboot because of - unknown

[Adduxi]

Try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

[HUGH_EFFO]

UPDATE

After 3 or 4 days without any reboot.  It started again last night, again around the same time.

Ive a engineer coming tomorrow, so maybe they will find something.  It has to do with something that VM is doing, as its always around the same time.

[jpeg1]

Network maintenance? 

[Tudor]

It’s a Hub5 not a SuperHub and yes VM often carry out maintenance overnight which means your equipment looses contact with the CMTS. This does not normally cause a reboot, but perhaps there was also a firmware update.

[gitty]

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@HUGH_EFFO wrote:

I even have the SH5 connected to a UPS, so has nothing to do with power loss.

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Have you tried bypassing the UPS? If the modem gets fed by something that is not stable... It has been known to happen. 🙂

[HUGH_EFFO]

not yet, but the chances of the power failing at the exact time each night is remote.  Also my Asus Router which is connected to the same UPS, does not show any downtime.  Checked again last night and sure enough it looks like it rebooted again just after 2am.  Engineer came this morning and swapped out the Hub 5 for a new one, even though the old one was less than 2 weeks old.  I have to wait now till the morning to see if its rebooted again.

[Adduxi]

Have you tried the full 60 sec pinhole reset?

As for the UPS, I been using one for years and it's never given any problems to any of the VM Hubs.

[HUGH_EFFO]

 No reboots since engineer swapped out Hub 5, so may have been a faulty Hub.  I will keep monitoring.  Am getting some large spikes in Latency according to my BQM, but nothing in the Hub 5 logs.