Forum Discussion

astaig's avatar
astaig
Joining in
10 months ago

SYNC Timing Synchronization failure - Loss of Sync

Hi

Have noted many entries here regarding issues with loss of connectivity relating to this error message.  I've been experiencing this for a while and noted 3 events in the last 4 hours.

Can you please help me?

Andy

 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/5ce4cad34749e2a46cac36cb79716d265aa025f6

Network Log

Time Priority Description

12/04/2024 13:02:19noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 12:50:47Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 12:50:47criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 11:41:36Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 11:41:36criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 11:41:35Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 09:38:57noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 09:07:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/04/2024 09:07:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    10 months ago

    Could be a local area fault, something amiss with your power levels on the Hub, or a bad connection.  Post the power levels for comment.  Also check all the connections from the Hub back to the outside omnibox, ensuring they are not loose.

    Try checking with Area faults on 0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

  • astaig's avatar
    astaig
    Joining in
    10 months ago

    Hi, the connections appear tight.  Here are the power levels

    Downstream bonded channels

    Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
    1226750000540256 qam12
    2138750000538256 qam1
    31467500004.938256 qam2
    41547500004.540256 qam3
    51627500004.640256 qam4
    61707500004.940256 qam5
    71787500004.838256 qam6
    81867500004.938256 qam7
    91947500004.940256 qam8
    10202750000540256 qam9
    112107500004.938256 qam10
    12218750000540256 qam11
    132347500004.640256 qam13
    142427500004.840256 qam14
    15250750000540256 qam15
    16258750000540256 qam16
    17266750000540256 qam17
    18274750000540256 qam18
    192827500005.140256 qam19
    202907500005.140256 qam20
    212987500005.440256 qam21
    223067500005.340256 qam22
    233147500005.540256 qam23
    243227500005.540256 qam24


    Downstream bonded channels

    Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
    1Locked40.324021832
    2Locked38.927442050
    3Locked38.926652251
    4Locked40.326892485
    5Locked40.324972310
    6Locked40.323952320
    7Locked38.921452555
    8Locked38.920912181
    9Locked40.919182051
    10Locked40.320672047
    11Locked38.920682325
    12Locked40.320532241
    13Locked40.325162211
    14Locked40.324942358
    15Locked40.326122385
    16Locked40.925522820
    17Locked40.327252526
    18Locked40.326612676
    19Locked40.328562478
    20Locked40.328742535
    21Locked40.328962608
    22Locked40.328472284
    23Locked40.327572181
    24Locked40.925562354

    Upstream bonded channels

    Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    13010000042512064 qam10
    23660000042512064 qam9
    34310001042.8512064 qam8
    44959994843.3512064 qam7
    52360004541.3512064 qam11



    Upstream bonded channels

    Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
    1ATDMA0020
    2ATDMA0000
    3ATDMA0000
    4ATDMA0000
    5ATDMA0000

     

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      10 months ago

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

      I am going to send you a DM to look into this.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    10 months ago

    Power levels all look okay.  However there should be zero PostRS errors as these indicate that data has to be retransmitted due to faults. You will need VM to send a tech to ascertain why this is happening.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    10 months ago

    The important thing with the Post-RS errors is that they are not rising.  The initial values may be down to the gibberish that arrives during a rest and before the modem is sync’s.