Superhub 5 factory reset required every few days

[joloxx9]

I have a problem with my Superhub 5 router, which is working in modem mode. Every few days, I have to reset it to factory settings because I lose internet connection, and nothing else seems to help. I started monitoring the logs, and below is what I’m seeing, I am mostly focused on following 2 errors:

critical SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

warning DHCP WARNING - Non-critical field invalid in response ;CM-MAC=38:**:**:**:**:**;CMTS-MAC=00:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

What is usally happening my asus router is kinda working but can't do anything as DNS is not working, then once I restart modem I got information on asus router that network cable is unplugged or that dhcp on the modem is not working right, when I plug in my PC directly to the superhub PC cannot obrain IP address. So there is something wrong, it is cosntantly happening since I received superhub 5(4 was ok). I guess my unit is kinda faulty, just do not know how can I get it replaced ASAP.

03-11-2024 19:09:49	notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:07:52	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2 3.;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:07:14	notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 49; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:07:04	notice	REGISTRATION COMPLETE - Waiting for Operational status
03-11-2024 19:07:00	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=38:e1xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:55	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:52	notice	TLV-11 - unrecognized OID;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:49	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=38:xxxxxx;CMTS-MAC=00:xxxxxx;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:47	notice	Honoring MDD; IP provisioning mode = IPv4
03-11-2024 19:06:37	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:xxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 19:06:36	critical	Cable Modem Reboot because of - HW or Power-On Reset
03-11-2024 18:58:26	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:xxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
03-11-2024 18:58:25	critical	Cable Modem Reboot because of - Erouter Mode Change
03-11-2024 18:50:47	critical	Cable Modem Reboot because of - pin-reset
03-11-2024 18:50:47	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=38:xxxxxx;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

[Tudor]

1) it not a SeperHub, just a hub5.

2) those log messages are normal , most are just "notice" ones.

3) need full set of stats, as detailed below:

How to get stats from a VM hub (no need to logon to the hub)

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

• Click on the “> Check router status” button
• Click on the “Downstream” tab, copy the text and paste into your reply, do not take a screen shot
• Click on the “Upstream” tab, copy the text and paste into your reply
• Click on the “Networking” tab, copy the text and paste into your reply.
• Do NOT post photos or screen shots they will be rejected as they contain MAC addresses. The board software will automatically change MAC addresses to **:** if done as above.

[joloxx9]

Please see below:

3.0 Downstream channels

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

1	139000000	-4.1	33	QAM 256	1
2	147000000	-4.5	33	QAM 256	2
3	155000000	-4.7	39	QAM 256	3
4	163000000	-5.1	40	QAM 256	4
5	171000000	-5.8	40	QAM 256	5
6	179000000	-5.9	39	QAM 256	6
7	187000000	-6.4	39	QAM 256	7
8	195000000	-5.9	40	QAM 256	8
9	203000000	-6.6	40	QAM 256	9
10	211000000	-6.6	40	QAM 256	10
11	219000000	-6.7	35	QAM 256	11
12	227000000	-6.8	37	QAM 256	12
13	235000000	-7.5	39	QAM 256	13
14	243000000	-7.5	39	QAM 256	14
15	251000000	-8.3	39	QAM 256	15
16	259000000	-8.2	39	QAM 256	16
17	267000000	-8.4	39	QAM 256	17
18	275000000	-8.5	38	QAM 256	18
19	283000000	-8.2	38	QAM 256	19
20	291000000	-7.8	39	QAM 256	20
21	299000000	-7.9	39	QAM 256	21
22	459000000	-10.4	38	QAM 256	39
23	443000000	-11.1	38	QAM 256	40
24	451000000	-11.5	37	QAM 256	41
25	467000000	-10.5	38	QAM 256	42
26	475000000	-10.9	38	QAM 256	43
27	483000000	-11.1	38	QAM 256	44
28	491000000	-11.1	37	QAM 256	45
29	499000000	-11.3	37	QAM 256	46
30	507000000	-11.8	37	QAM 256	47
31	515000000	-12.8	36	QAM 256	48

3.0 Downstream channels

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

1	Locked	33	275909923	212
2	Locked	33	122245	279
3	Locked	39	1291	35
4	Locked	40	6246	4
5	Locked	40	24622	16
6	Locked	39	101034	24
7	Locked	39	7415	22
8	Locked	40	1311	44
9	Locked	40	52	0
10	Locked	40	31	0
11	Locked	35	123	0
12	Locked	37	75	0
13	Locked	39	361	0
14	Locked	39	2197	0
15	Locked	39	26445	1
16	Locked	39	139451	0
17	Locked	39	253777	0
18	Locked	38	80129	0
19	Locked	38	32051	2
20	Locked	39	12847	0
21	Locked	39	21746	0
22	Locked	38	277649	0
23	Locked	38	222849	0
24	Locked	37	323073	0
25	Locked	38	177155	0
26	Locked	38	110976	0
27	Locked	38	38129	0
28	Locked	37	23294	0
29	Locked	37	37143	0
30	Locked	37	52225	0
31	Locked	36	65425	0

3.1 Downstream channels

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

49

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)

49

Locked

34

-16.0

382510417

789681010

3.0 Upstream channels

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

0	49600000	54.8	5120	QAM 64	4
1	43100000	53.8	5120	QAM 64	5
2	36600000	53	5120	QAM 64	6
3	30100000	52.3	5120	QAM 64	9
4	23600000	51.5	5120	QAM 64	10

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

12

10.4

50.5

2K

QAM 256

3.1 Upstream channels

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

12

OFDMA

208

74000000

0

0

Channel Overview Downstream Upstream

Cable Modem Status	Online	DOCSIS 3.0
Primary downstream channel	Locked	SC-QAM
DOCSIS 3.0 channels	31	5
DOCSIS 3.1 channels	1	1

General Configuration

Network accessMaximum Number of CPEsBaseline PrivacyDOCSIS ModeConfig file

Allowed

1

Enabled

3.1

cmreg-vmdg660-bbt076-b.cm

Primary Downstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic Rate

48396

1230000450 bps

42600bytes

0 bps

Primary Upstream Service Flow

SFIDMax Traffic RateMax Traffic BurstMin Traffic RateMax Concatenated BurstScheduling Type

48395

110000274 bps

42600bytes

0 bps

42600bytes

Best Effort

[fizz]

your power levels look awful.. I am sure a forum team member will pick it up soon...

[Matthew_ML]

Hey joloxx9, thank you for reaching out and I am so sorry to hear you are having some connection issues.

I want to take a look at this in more depth, I am going to send you a DM.

Please do look out for it. 

[joloxx9]

Thanks, what power sis wrong in your eyes? Sorry I am not into virgin technical as it was ok for past years. 

[Matthew_ML]

Glad we've managed to get the ball rolling on this for you 🙂

[joloxx9]

Hi, I just reminded myself that I had a splitter at home, as previously I had a virgin TV also, I took it out and my current parameters look like below:

3.0 Downstream channels

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

1	139000000	0.1	35	QAM 256	1
2	147000000	0.2	36	QAM 256	2
3	155000000	0.6	40	QAM 256	3
4	163000000	-1	41	QAM 256	4
5	171000000	-1.6	40	QAM 256	5
6	179000000	-1.6	40	QAM 256	6
7	187000000	-2	40	QAM 256	7
8	195000000	-1.7	41	QAM 256	8
9	203000000	-2.2	40	QAM 256	9
10	211000000	-2.1	40	QAM 256	10
11	219000000	-2.4	38	QAM 256	11
12	227000000	-2.5	40	QAM 256	12
13	235000000	-3.2	40	QAM 256	13
14	243000000	-3.2	40	QAM 256	14
15	251000000	-3.9	40	QAM 256	15
16	259000000	-4	40	QAM 256	16
17	267000000	-4	40	QAM 256	17
18	275000000	-3.9	40	QAM 256	18
19	283000000	-3.8	40	QAM 256	19
20	291000000	-3.5	40	QAM 256	20
21	299000000	-3.6	40	QAM 256	21
22	459000000	-6.1	40	QAM 256	39
23	443000000	-6.6	39	QAM 256	40
24	451000000	-6.6	39	QAM 256	41
25	467000000	-6.3	40	QAM 256	42
26	475000000	-6.3	40	QAM 256	43
27	483000000	-6.5	39	QAM 256	44
28	491000000	-6.7	39	QAM 256	45
29	499000000	-7.1	39	QAM 256	46
30	507000000	-7.3	39	QAM 256	47
31	515000000	-7.5	39	QAM 256	48

3.0 Downstream channels

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

1	Locked	35	508126044	1691
2	Locked	36	260922	574
3	Locked	40	2062	43
4	Locked	41	9140	4
5	Locked	40	38196	44
6	Locked	40	914219	103
7	Locked	40	184693	52
8	Locked	41	15987	44
9	Locked	40	178	0
10	Locked	40	66	0
11	Locked	38	169	0
12	Locked	40	104	0
13	Locked	40	467	0
14	Locked	40	2376	0
15	Locked	40	26486	1
16	Locked	40	139475	0
17	Locked	40	253856	21
18	Locked	40	85080	0
19	Locked	40	32250	2
20	Locked	40	12875	0
21	Locked	40	22003	0
22	Locked	40	277667	0
23	Locked	39	222866	0
24	Locked	39	323085	0
25	Locked	40	177171	0
26	Locked	40	111000	0
27	Locked	39	38167	0
28	Locked	39	23318	0
29	Locked	39	37184	0
30	Locked	39	52259	0
31	Locked	39	65464	0

3.1 Downstream channels

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

49

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)

49

Locked

37

-11.4

599222966

1407262093

3.0 Upstream channels

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

0	49600000	50.8	5120	QAM 64	4
1	43100000	49.8	5120	QAM 64	5
2	36600000	49.3	5120	QAM 64	6
3	30100000	48.5	5120	QAM 64	9
4	23600000	47.8	5120	QAM 64	10

3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

0	ATDMA	0	1	0	0
1	ATDMA	0	1	0	0
2	ATDMA	0	1	0	0
3	ATDMA	0	1	0	0
4	ATDMA	0	1	18	0

3.1 Upstream channels

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

12

10.4

46.5

2K

QAM 256

3.1 Upstream channels

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

12

OFDMA

208

74000000

0

0

Should I carry on with engeener in this case? As they look very, very good now. Maybe I should test them for few days at least? 

[legacy1]

Your likely on a faulty amp outside that would be why power levels are low on down and high on up 

[joloxx9]

They much better since I removed the splitter, are they still looking bad?