Cable Modem Reboot because of - unknown and kernel panic

[Dr-smurf]

Hi,

My virginbroadband hub5 was installed 3 days ago and it has rebooted itself 4 times. 

I see others have had similar issue : https://community.virginmedia.com/t5/Networking-and-WiFi/Superhub-5-Rebooting-again/m-p/5430369

how do we get support to fix a bad installation ? 

08-03-2024 22:07:22	notice	GUI Login Status - Login Success from LAN interface
08-03-2024 21:53:50	notice	GUI Login Status - Login Success from LAN interface
08-03-2024 08:22:43	warning	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:22:43	notice	US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:22:39	notice	REGISTRATION COMPLETE - Waiting for Operational status
08-03-2024 08:22:33	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:22:33	warning	Dynamic Range Window violation
08-03-2024 08:22:33	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:22:33	warning	Dynamic Range Window violation
08-03-2024 08:22:33	warning	Dynamic Range Window violation
08-03-2024 08:22:33	warning	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:22:33	warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:22:33	warning	Dynamic Range Window violation
08-03-2024 08:22:32	warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:22:27	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:22:18	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:22:16	notice	Honoring MDD; IP provisioning mode = IPv4
08-03-2024 08:21:59	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:21:52	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
08-03-2024 08:21:51	critical	Cable Modem Reboot because of - unknown
06-03-2024 04:41:19	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 04:41:12	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 04:41:10	critical	Cable Modem Reboot because of - kernel-panic
06-03-2024 04:28:33	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 04:28:27	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 04:28:25	critical	Cable Modem Reboot because of - kernel-panic
06-03-2024 04:20:24	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 04:20:17	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
06-03-2024 04:20:15	critical	Cable Modem Reboot because of - unknown
05-03-2024 22:00:00	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-03-2024 21:59:54	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-03-2024 21:59:52	critical	Cable Modem Reboot because of - kernel-panic
05-03-2024 20:03:05	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
05-03-2024 20:03:03	critical	Cable Modem Reboot because of - HW or Power-On

[jbrennand]

Try a reset first...

_______________

With the Hub still "switched on" throughout, press the reset pin in firmly with paper clip/SIM tray tool or similar "thin thing" and hold it firmly for at least 60 (a timed sixty) seconds, release the pin, leave for 5’ to stabilise - dont manually switch it off at any time. Passwords and SSID’s will reset to those on the sticker so log in and change them back to what they were/want them to be.

See if that helps and report back.

[Roger_Gooner]

What problem do you have?

[Dr-smurf]

thanks for the suggestion, although the modem itself rebooted several times so I dont think restarting it manually would have helped. Anyway i raised a ticket with virgin, when they arrived the router would not even allow local wired connection to it,  they replaced the unit 6 days ago and it's been fine since so it looks like it was an actual hardware issue.