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Message 1 of 13
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Hub 3.0 Regular Dropouts

I have M350 fibre and I get great speeds all the time, usually 380mbps+, but every 2-3 days I get a connection drop that lasts a few minutes. I run a game server and it's annoying when all the players get kicked off.

I've been checking the network logs and the dropout always seems to follow "critical No Ranging Response received" errors. Sample below.

---------------------------------------------------------------------------------

13/06/2020 21:22:2	notice	LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 20:45:35	Error	DCC rejected authentication failure;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 20:44:31	critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 20:40:39	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 20:40:39	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 20:40:31	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 20:40:31	critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 20:40:31	critical	Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 10:45:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
13/06/2020 04:03:2	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 19:47:5	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/06/2020 05:54:7	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Message 2 of 13
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Re: Hub 3.0 Regular Dropouts

Go to https://www.thinkbroadband.com/broadband/monitoring/quality 

Set up a free BQM. Let it run for a day or two and post the result here. This will monitor your connection and show what is happening.

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Message 3 of 13
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Re: Hub 3.0 Regular Dropouts

Here is a snapshot.

... and here are my latest logs. Please note that I continue to get dropouts that last a couple of minutes, it's quite annoying.

27/06/2020 15:34:4	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
27/06/2020 15:33:46	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 23:49:16	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 19:20:6	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 11:53:22	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/06/2020 11:52:9	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 22:48:27	Error	DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 15:31:40	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 10:35:31	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 10:35:26	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 09:52:42	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 09:51:32	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/06/2020 08:14:57	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 23:43:3	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 17:41:30	Error	DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 09:34:8	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 09:28:20	critical	No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/06/2020 09:28:18	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 4 of 13
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Re: Hub 3.0 Regular Dropouts

Looks like a problem connection can you do this...

First do a quick check that all of your coax connections are in nice and "finger" tight at the Hub and wall box and at any splitters/attenuators/etc with no “unterminated loose ends – disconnect then and reconnect to be sure. Also check that the internal wiring is ok with no kinking or chaffing, check that all looks good with the outside cabling and wall box.

Then do a Hub “pinhole reset” - with the Hub "switched on" throughout, press pin in firmly and hold it there for 60 seconds – release the pin then leave it 10’ to stabilise. But, make sure the 2 passwords on the Hub sticker are still there and legible first !

If that’s all good.... Post up your Hub/network connection details and someone will check to see if there is a problem there. In your browser’s URL box type in http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) and hit return. On the first page up [there should be no need to login if you have done so before] click on the “router status” icon/text at bottom-middle of first page up (NOT "Login")and then copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button a second time).

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 5 of 13
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Re: Hub 3.0 Regular Dropouts

I'm not sure what you mean by "internal wiring" but the coax cable is nice and tight, and I've pinhole-reset the router a few times over the past weeks but it never makes any difference. The outside cabling looks OK as far as I can see. My Virgin broadband was installed by an engineer last month, I had Virgin previously so he just reconnected the existing box.

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
138750000
	
Locked
Ranged Upstream Channel (Hz)	
39400000
	
Locked
Provisioning State	
Online
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	3.5	34	256 qam	1
2	146750000	3.2	35	256 qam	2
3	154750000	3.4	35	256 qam	3
4	162750000	3.7	35	256 qam	4
5	170750000	3.5	36	256 qam	5
6	178750000	3.5	36	256 qam	6
7	186750000	3.4	36	256 qam	7
8	194750000	3.5	37	256 qam	8
9	202750000	3	37	256 qam	9
10	210750000	3	37	256 qam	10
11	218750000	2.5	36	256 qam	11
12	226750000	2.5	36	256 qam	12
13	234750000	2	37	256 qam	13
14	242750000	2	37	256 qam	14
15	250750000	1.5	37	256 qam	15
16	258750000	1.9	36	256 qam	16
17	266750000	1.5	37	256 qam	17
18	274750000	1.7	37	256 qam	18
19	282750000	1.2	36	256 qam	19
20	290750000	1	36	256 qam	20
21	298750000	1	36	256 qam	21
22	306750000	0.9	36	256 qam	22
23	314750000	1	37	256 qam	23
24	322750000	0.4	36	256 qam	24


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	34.4	37417889	1918565
2	Locked	35.5	846096	92748
3	Locked	35.5	187873	170310
4	Locked	35.5	160050	68285
5	Locked	36.6	149457	58789
6	Locked	36.6	165775	53814
7	Locked	36.6	183560	56722
8	Locked	37.6	186724	59616
9	Locked	37.6	146043	55286
10	Locked	37.3	147261	93016
11	Locked	36.6	136500	51322
12	Locked	36.6	155742	50904
13	Locked	37.3	157805	85691
14	Locked	37.3	119008	77671
15	Locked	37.6	110110	76952
16	Locked	36.6	107351	75340
17	Locked	37.3	99990	71271
18	Locked	37.3	102333	75628
19	Locked	36.6	98815	70534
20	Locked	36.6	96840	72727
21	Locked	36.6	107047	71984
22	Locked	36.6	85779	73793
23	Locked	37.3	78360	72235
24	Locked	36.6	77921	71543
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	4.6	5120	64 qam	2
2	25800029	4.725	5120	64 qam	4
3	46200010	4.8	5120	64 qam	1
4	32600000	4.65	5120	64 qam	3


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
cmreg-vmdg505-rtsxxl35016u-b.cm


Primary Downstream Service Flow
SFID	735216
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0


Primary Upstream Service Flow
SFID	735215
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort
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Message 6 of 13
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Re: Hub 3.0 Regular Dropouts

Your signal levels are all fine, but the noise on the line is knocking back the SNR to marginal levels on some channels. I think you need to persuade VM to send an engineer to find out where all that noise is getting in.

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Message 7 of 13
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Re: Hub 3.0 Regular Dropouts

I'll do that, and thanks for the help. Is there a way to contact them by email or is it phone only?
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Re: Hub 3.0 Regular Dropouts

The logs are poor and can be assessed compared to your BQM. Only obvious reason is the high number of RS errors. If your Hub reset properly these would have gone to 0 and that number would reveal there is a problem - so can you do it again - exactly - like below to clear any historical data. Check they all reset to 0 and then watch over the next few hours if they are re-appearing. "if they do and there is no improvement it looks like noise getting in, that only VM input and a Tech visit will be able to sort.

-----------------------
a pinhole reset on a Hub3 can be a bit problematic - so do it EXACTLY this way (not as the VM website says!).

With the Hub switched "on", disconnect any ethernet connections and then push in the “reset pin” with the end of a paperclip/thin nail or similar (bigger items like ball point pen ends may not press it in far enough) until you feel it at the “stop point” and hold it there firmly for a "timed" minimum of 60 seconds do NOT restart the Hub after that. Leave it 10' or so to stabilise and then your passwords/passphrase for both the Hub settings and the Wifi networks will revert to the two printed on the Hub sticker on its base/side/card. Make sure you use the wifi one for devices connecting to the wifi and the settings/admin one to access the Hub (it is a six digit numeric one).

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 9 of 13
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Re: Hub 3.0 Regular Dropouts


Call it in -- 08.00 - is the best time - although people are still reporting getting through fine at other times with no long waits.

Or a VM person should sort it when they arrive here

--------------------
John
--------------------

My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Message 10 of 13
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Re: Hub 3.0 Regular Dropouts

I did the full pinhole reset as you described, it fully reset and I got the welcome message etc, but this has made things much worse unfortunately. Web pages take 10+ seconds to respond and I've had a dropout that could only be rectified by powering off/on the router. My network logs are spamming critical errors every few seconds and my BQM has turned to trash... I'll call for an engineer.

Cable Modem Status
Item	Status	Comments
Acquired Downstream Channel (Hz)	
138750000
	
Locked
Ranged Upstream Channel (Hz)	
39400000
	
Locked
Provisioning State	
Online
Downstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
1	138750000	3.5	38	256 qam	1
2	146750000	3.2	38	256 qam	2
3	154750000	3.4	38	256 qam	3
4	170750000	3.5	38	256 qam	5
5	178750000	3.5	38	256 qam	6
6	186750000	3.2	38	256 qam	7
7	194750000	3.4	40	256 qam	8
8	202750000	3.5	40	256 qam	9
9	210750000	3	40	256 qam	10
10	218750000	3	38	256 qam	11
11	226750000	2.7	38	256 qam	12
12	234750000	2.4	40	256 qam	13
13	242750000	2.2	40	256 qam	14
14	250750000	2	40	256 qam	15
15	258750000	2.2	40	256 qam	16
16	266750000	2	40	256 qam	17
17	274750000	2	40	256 qam	18
18	282750000	1.7	40	256 qam	19
19	290750000	1.5	38	256 qam	20
20	298750000	1.5	40	256 qam	21
21	306750000	1.2	40	256 qam	22
22	314750000	1.2	40	256 qam	23
23	322750000	0.7	38	256 qam	24


Downstream bonded channels
Channel	Locked Status	RxMER (dB)	Pre RS Errors	Post RS Errors
1	Locked	38.6	22232	1136260
2	Locked	38.9	10801	1479
3	Locked	38.6	3413	1149728
4	Locked	38.9	5838	973
5	Locked	38.9	3876	662
6	Locked	38.9	3292	476
7	Locked	40.3	3763	353
8	Locked	40.3	8381	143
9	Locked	40.3	2803	209
10	Locked	38.6	531	212
11	Locked	38.9	676	187
12	Locked	40.3	1097	188
13	Locked	40.3	748	9
14	Locked	40.3	844	214
15	Locked	40.3	345	85
16	Locked	40.9	322	0
17	Locked	40.3	682	75
18	Locked	40.3	842	82
19	Locked	38.9	250	0
20	Locked	40.3	329	12
21	Locked	40.3	376	68
22	Locked	40.3	436	156
23	Locked	38.9	554	7
Upstream bonded channels
Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	39400000	4.6	5120	64 qam	2
2	25800116	4.725	5120	64 qam	4
3	46199893	4.775	5120	64 qam	1
4	32600000	4.6	5120	64 qam	3


Upstream bonded channels
Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
General Configuration
Network access	
Allowed
Maximum Number of CPEs	
1
Baseline Privacy	
Enabled
DOCSIS Mode	
Docsis30
Config file	
cmreg-vmdg505-rtsxxl35016u-b.cm


Primary Downstream Service Flow
SFID	771862
Max Traffic Rate	402500089
Max Traffic Burst	42600
Min Traffic Rate	0


Primary Upstream Service Flow
SFID	771861
Max Traffic Rate	38500089
Max Traffic Burst	42600
Min Traffic Rate	0
Max Concatenated Burst	42600
Scheduling Type	BestEffort
Network Log
Time	Priority	Description
28/06/2020 11:13:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:13:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:13:22	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:13:20	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:13:5	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:13:5	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:11:1	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:10:51	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:10:46	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:10:36	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:10:28	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:10:21	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:10:13	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:10:6	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:09:58	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:09:48	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:09:43	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:09:33	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:07:37	Warning!	RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/06/2020 11:07:35	critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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