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Blakey47
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SYNC Timing Synchronization failure errors

Good morning, hope someone can help.

I have a hub 4 and on the gig BB and on a regular basis now (usually during the night) the internet drops out and it doesn't reconnect itself - I have to turn the hub off and on.

The network log each time shows an error to do with Sync timing synchronisation errors. 

As it's been happening for a few days now when the internet stopped last night, I rebooted to get it going again and set up one of the think broadband quality monitoring things.

I have ran the realspeed speed checker after rebooting on two occasions now with the latest one showing a download to the hub 4 at 79.1 Mbps (although somehow it's 489 Mbps to the computer!)

Upload is 4.29 Mbps, latency 19.2ms and Jitter 1.82ms says 0.0 packet loss.

This is much lower than I would expect as well.

I noticed that when the internet has gone out that the usual 192.168.0.1 IP address to get in to look at the status doesnt work either - almost as if the hub isn't there.

I tried the online check your connection thing but this wouldn't work and said to try again later!

 

Thank you 🙂

 

 

 

 

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Blakey47
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Re: SYNC Timing Synchronization failure errors

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lotharmat
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Re: SYNC Timing Synchronization failure errors

Can you post your Hub status and logs?
Someone should be spot if there is a problem
Navigate to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode)
Don't log in!
Click on 'router status'
Copy/paste the data from each of the tabs. The forum software will remove the MAC addresses for you (you may need to click the 'post' button again).

Also, set up a 'Broadband Quality Monitor'. This will monitor the state of your connection and record any network dropouts etc - You can do this at ThinkBroadband (https://www.thinkbroadband.com/broadband/monitoring/quality)
Give it a while to gather data and then click 'Share Live graph' and paste the 'Direct Link' into the forum!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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Blakey47
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Re: SYNC Timing Synchronization failure errors

 

3.0 Downstream channels

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

1138750000-1.59999835.779911QAM2561
2146750000-1.29999935.595078QAM2562
3154750000-0.59999836.386890QAM2563
4162750000-0.20000136.609653QAM2564
5170750000-0.40000237.636276QAM2565
6178750000-0.40000237.355988QAM2566
7186750000-1.00000037.636276QAM2567
8194750000-0.90000236.609653QAM2568
9202750000-1.00000036.609653QAM2569
10210750000-0.59999837.355988QAM25610
11218750000-0.29999936.386890QAM25611
12226750000-0.79999936.609653QAM25612
13234750000-0.79999937.355988QAM25613
14242750000-0.90000237.636276QAM25614
15250750000-1.59999837.636276QAM25615
16258750000-1.00000037.636276QAM25616
17266750000-1.00000037.636276QAM25617
18274750000-0.29999937.636276QAM25618
192827500000.59999837.355988QAM25619
202907500000.20000137.355988QAM25620
212987500000.20000137.355988QAM25621
223067500000.50000037.636276QAM25622
233147500000.70000137.355988QAM25623
243227500001.29999937.636276QAM25624
253307500001.59999837.636276QAM25625
263387500001.50000038.605377QAM25626
273467500001.40000238.605377QAM25627
283547500000.40000237.636276QAM25628
293627500000.29999937.636276QAM25629
303707500000.29999937.636276QAM25630
31378750000-0.09999837.636276QAM25631



3.0 Downstream channels

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

1Locked35.77991131002426515
2Locked35.595078487713646
3Locked36.38689087924
4Locked36.60965318524
5Locked37.63627627324
6Locked37.3559889814
7Locked37.63627615016
8Locked36.6096531144
9Locked36.609653864
10Locked37.355988665
11Locked36.386890587
12Locked36.6096533011
13Locked37.355988447
14Locked37.636276303
15Locked37.636276273
16Locked37.636276310
17Locked37.636276280
18Locked37.636276280
19Locked37.355988220
20Locked37.355988190
21Locked37.355988170
22Locked37.636276100
23Locked37.35598870
24Locked37.63627680
25Locked37.63627650
26Locked38.60537710
27Locked38.60537720
28Locked37.63627600
29Locked37.63627610
30Locked37.63627620
31Locked37.63627600




 

 

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Blakey47
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Re: SYNC Timing Synchronization failure errors

Wed 30/06/2021 23:00:183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:00:446CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:06:323SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:06:356CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:12:173No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:16:203SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:16:286CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:16:443SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:16:546CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:16:593SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:17:356CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:17:403SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:18:056CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:18:093SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:18:156CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:18:173SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:19:076CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:27:053SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:27:086CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:33:063SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:33:226CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:35:033No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:36:043SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:36:106CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:43:373SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:43:576CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:47:283No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:48:053SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:48:246CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:53:183SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Wed 30/06/2021 23:53:196CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 01/07/2021 00:01:213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 01/07/2021 00:01:326CM-STATUS message sent. Event Type Code: 5; Chan ID: 5; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;Thu 01/07/2021 00:07:063No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

this is the network log - a bit messy 😞

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Blakey47
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Message 6 of 20
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Re: SYNC Timing Synchronization failure errors

3.0 Upstream channels

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

14620000047.5205995120 KSym/sec64QAM1
23260000048.2705995120 KSym/sec16QAM3
32580000048.5205995120 KSym/sec32QAM4
43940000047.7705995120 KSym/sec64QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000

 

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Blakey47
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Re: SYNC Timing Synchronization failure errors

General Configuration

Network access
true
Maximum Number of CPEs
1
Baseline Privacy
true
DOCSIS Mode
3.1
Config file
cmreg-vmdg640-bbt076+voc-b.cm



Primary Downstream Service Flow

SFID
164342
Max Traffic Rate
1200000450
Max Traffic Burst
42600
Min Traffic Rate
0



Primary Upstream Service Flow

SFID
164341
Max Traffic Rate
55000270
Max Traffic Burst
42600
Min Traffic Rate
0
Max Concatenated Burst
42600
Scheduling Type
bestEffort
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Blakey47
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Re: SYNC Timing Synchronization failure errors

Cable Modem StatusItem Status CommentsChannel Overview Downstream Upstream

Cable Modem Status
Online
DOCSIS 3.1
Primary downstream channel
Locked
SC-QAM
DOCSIS 3.0 channels
31
4
DOCSIS 3.1 channels
1
0

 

I think I got it all!

 

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lotharmat
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Message 9 of 20
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Re: SYNC Timing Synchronization failure errors

Upstream QAM is all over the place!

RxMER looks a little on the low side for some D/S channels which will likely explain the PostRS errors!

VM need to take a look at it and book an engineer if they think it is needed!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Blakey47
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Message 10 of 20
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Re: SYNC Timing Synchronization failure errors

Okay,

I phoned up VM and to be honest I'm not particularly impressed!!

According to their script the resolution to the issue is to use a factory reset - So I did that (as to be fair its not something I had done) but I can't see how this will resolve a sync issue.

Then I mentioned about the speed, I ran 3 seperate speed tests using the Sam Knows real speed and got between 290 and 350 Mbps on my 1gig BB to the hub itself.

The VM representative then went on to say that the number of WiFi devices will reduce the speed drastically as the hub only supports so many, then she looked at how many Wifi devices were connected - Zero.

And I went on to say that regardless of how many or how my internet connected devices are connected it wouldn't make the internet drop out with sync issues and she went on to say that the pinhole reset will solve all that.

She went in and put some ofcom speed complaint in (I've never heard of this) and apparently my internet speed will be monitored for the next 30 days - So whatever happened to the Ooomph package service guarantee which I recall stated they'd send round an engineer the next working day (providing issue was reported early enough) to resolve any issues?

She said as the factory reset cures the sync issues that if it happens again today to call them back....So lets see

 

 

 

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