Hub 5 (Modem Mode) | Reboot because of - unknown

[Pear97]

I've been having an issue for the past few months of my Hub 5 Restarting itself between 2-3am everyday without fail, I've got people who work through the night in my property and this is becoming a nuisance for them. I'm using the Hub 5 in Modem Mode for use with my own Unifi Equipment, however this issue happens in Router mode through the same time period as well, has anyone else encountered the same issue or knows of a workaround for it because I'm at the point now where I'm counting down the days I can switch ISP.

Download/Upload Speeds are pretty reliably around 1100-1150 Download and 105-110 Upload and all my Power Levels and SNR seems within DOCSIS spec (see below).

Firmeware Version on both Hub 5's I've used: LG-RDK_7.6.20-2306.5

The First Hub 5's Hardware revision being 1.1 and my latest one being 1.2.

3.0 Downstream channels

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

1	139000000	0.3	38	QAM 256	1
2	147000000	0.2	38	QAM 256	2
3	227000000	2	40	QAM 256	12
4	235000000	1.8	40	QAM 256	13
5	243000000	1.4	40	QAM 256	14
6	251000000	1.1	40	QAM 256	15
7	259000000	1.2	40	QAM 256	16
8	267000000	2	40	QAM 256	17
9	275000000	2.4	41	QAM 256	18
10	283000000	2.9	41	QAM 256	19
11	291000000	3.3	41	QAM 256	20
12	299000000	3.3	41	QAM 256	21
13	307000000	3.5	41	QAM 256	22
14	315000000	3.5	41	QAM 256	23
15	323000000	3.7	41	QAM 256	24
16	331000000	3.7	41	QAM 256	25
17	339000000	4.1	41	QAM 256	26
18	347000000	4.1	41	QAM 256	27
19	355000000	3.2	41	QAM 256	28
20	363000000	3	41	QAM 256	29
21	371000000	3	41	QAM 256	30
22	379000000	3.4	41	QAM 256	31
23	387000000	3.2	41	QAM 256	32
24	395000000	3.2	41	QAM 256	33
25	403000000	3.3	41	QAM 256	34
26	411000000	3.4	41	QAM 256	35
27	419000000	3.5	41	QAM 256	36
28	427000000	3.4	41	QAM 256	37
29	435000000	3.6	41	QAM 256	38
30	443000000	3.6	41	QAM 256	39
31	451000000	4	41	QAM 256	40

3.0 Downstream channels

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

1	Locked	38	0	0
2	Locked	38	0	0
3	Locked	40	0	0
4	Locked	40	0	0
5	Locked	40	0	0
6	Locked	40	0	0
7	Locked	40	0	0
8	Locked	40	0	0
9	Locked	41	0	0
10	Locked	41	0	0
11	Locked	41	0	0
12	Locked	41	0	0
13	Locked	41	0	0
14	Locked	41	0	0
15	Locked	41	0	0
16	Locked	41	0	0
17	Locked	41	0	0
18	Locked	41	0	0
19	Locked	41	0	0
20	Locked	41	0	0
21	Locked	41	0	0
22	Locked	41	0	0
23	Locked	41	0	0
24	Locked	41	0	0
25	Locked	41	0	0
26	Locked	41	0	0
27	Locked	41	0	0
28	Locked	41	0	0
29	Locked	41	0	0
30	Locked	41	0	0
31	Locked	41	0	0

3.1 Downstream channels

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

41

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)

41

Locked

41

7.2

148209846

0

Network Log

Time Priority Description

22-08-2024 15:35:18	notice	GUI Login Status - Login Success from LAN interface
22-08-2024 14:50:06	critical	No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 14:49:56	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 14:49:56	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 14:49:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 14:49:45	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 13:04:23	notice	REGISTRATION COMPLETE - Waiting for Operational status
22-08-2024 13:04:19	notice	US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 13:04:14	notice	DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 13:04:10	notice	TLV-11 - unrecognized OID;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 13:04:08	warning	DHCP WARNING - Non-critical field invalid in response ;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 13:04:06	notice	Honoring MDD; IP provisioning mode = IPv4
22-08-2024 13:03:57	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 13:03:56	critical	Cable Modem Reboot because of - HW or Power-On Reset
22-08-2024 12:53:30	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 12:53:30	critical	Cable Modem Reboot because of - HW or Power-On Reset
22-08-2024 12:39:50	critical	Cable Modem Reboot because of - Erouter Mode Change
22-08-2024 12:39:50	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 02:06:51	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 02:06:50	critical	Cable Modem Reboot because of - unknown
22-08-2024 01:19:20	critical	Cable Modem Reboot because of - Reboot Timezone Change
22-08-2024 01:19:20	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 01:16:56	critical	No Ranging Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 01:16:54	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 01:12:53	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 01:12:08	critical	Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 01:11:58	critical	SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=XX:XX:XX:XX:XX:XX;CMTS-MAC=XX:XX:XX:XX:XX:XX;CM-QOS=1.1;CM-VER=3.1;
22-08-2024 01:11:57	critical	Cable Modem Reboot because of - pin-reset

[Pear97]

Forgot to Include my Upstream Information:

3.0 Upstream channels

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

0	49600000	46	5120	QAM 64	6
1	43100000	45.8	5120	QAM 64	7
2	36600000	45.8	5120	QAM 64	8
3	30100000	45.8	5120	QAM 64	9
4	23600000	45.8	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	0	0

3.1 Upstream channels

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

12

10.4

41.2

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

3

0

[Pear97]

22-08-2024 01:11:57

critical

Cable Modem Reboot because of - pin-reset

This was me dropping the hub back into Router Mode to test to see if the issue of it restarting because of unknown at 2-3am was modem mode exclusive, 

Router Mode:

22-08-2024 02:06:50

critical

Cable Modem Reboot because of - unknown

it was not. 😂

These issues first started when I got my service entry point moved, I've since had virgin back out to correct and re-do the outdoor cabling and provide me with a replacement Hub 5 (which has the same issue, so I don't know if it is the Hub, it is possible two hubs could fail, but less likely) - Doing this has improved the Packet Loss / DNS issue I was having but these reboots are slowly eating away at my patience. 

Currently the firmware is sitting on 

LG-RDK_7.6.20-2306.5

I can't seem to find any people talking about anything newer, so I'm going to assume this is the latest version and its not a stuck update.

[Danbeasant]

I am getting exactly the same issue, reboots around the same time as yours with "Cable Modem Reboot because of - unknown". Its been doing this for a week or two now. I also get similar errors when the Hub 5 is starting up. Same as you I have mine in modem mode, connected to my Ubiquiti router (UCG-Ultra), but it happens in router mode too.

[Alex_RM]

Hi Pear97,

Thanks for posting, and sorry to hear you've had some connection issues. I've had a look at our side and can't see any problems. 

Do you still have these issues when the hub is in router mode?

Alex_Rm