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WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync

Hi,

I use an Orbing mesh system with our Virgin Hub 3.0 set to modem mode.  We have been getting lots of drops and I had assumed it was an issue with Orbi so was about to revert to using Hub 3.0 in router mode.   However when I logged into the hub via browser I found lots of critical errors and google brought me here.

I'm not very technical but happy to try.  What is best way forward when I am seeing this sort of thing?

 

Time Priority Description

28/11/2021 18:26:20Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 18:26:20criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 18:26:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 18:26:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 18:25:48Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 18:25:48criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 18:25:42Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 18:25:42criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 18:25:29Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
28/11/2021 18:25:29criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

:

 

 

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Tudor
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Message 2 of 19
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Re: WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync

Please post you up/downstream stats.


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Re: WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync

Hi Tudor,

Stats below as requested.  I've included them twice.  First as they were displayed and again after a refresh.   - ah I can't post as max message length exceeded.  Will post refreshed stats in a separate reply.

Reason I'm thinking it is worth sending two sets:    I read in this community that a cause for the issue might be "noise" due to loose connections.   The cable that linked to the modem/router went through a 1 to 3  splitter.  Linking 2 TV boxes and the modem.  I removed the junction box and took the inbound cable straight into the modem.  There used to be a third TV box in the house so there is still another splitter somewhere else.  There's been no more of those critical sync issue messages in the 3 hours since I did this.  I wanted to cancel the TV subscription anyway so if this has fixed it then I'm happy.

 

Old stats

 

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

1371000000-3.938256 qam30
2203000000-1.735256 qam9
3211000000-1.535256 qam10
4219000000-1.933256 qam11
5227000000-2.432256 qam12
6235000000-2.734256 qam13
7243000000-336256 qam14
8251000000-336256 qam15
9259000000-2.937256 qam16
10267000000-2.538256 qam17
11275000000-2.538256 qam18
12283000000-2.437256 qam19
13291000000-2.737256 qam20
14299000000-2.738256 qam21
15307000000-2.738256 qam22
16315000000-2.938256 qam23
17323000000-2.737256 qam24
18331000000-2.537256 qam25
19339000000-2.537256 qam26
20347000000-2.238256 qam27
21355000000-2.740256 qam28
22363000000-3.238256 qam29
23379000000-4.738256 qam31
24387000000-4.938256 qam32



Downstream bonded channels

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

1Locked38.62884683718481
2Locked35.721083739024632978
3Locked35.520925785621692963
4Locked33.320578663943017098
5Locked32.517600336811934184
6Locked34.97467542911441812
7Locked36.3267180045907209
8Locked36.85419986561003747
9Locked37.3706070621016831
10Locked38.669986551135772
11Locked38.646464451249948
12Locked37.643945131207591
13Locked37.637495621137899
14Locked38.63437236997649
15Locked38.63637796860075
16Locked38.63808631814161
17Locked37.64198072683514
18Locked37.63764321624001
19Locked37.62368411609766
20Locked38.62312740627782
21Locked40.32469547677799
22Locked38.92591529711956
23Locked38.92803651756484
24Locked38.62647376739808

 

 

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Message 4 of 19
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Re: WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync

Here is the second set of data after a refresh:

 

Downstream bonded channels

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

13710000004.140256 qam30
22030000006.440256 qam9
32110000006.340256 qam10
4219000000640256 qam11
52270000005.540256 qam12
62350000005.340256 qam13
7243000000540256 qam14
82510000004.940256 qam15
92590000004.940256 qam16
102670000005.140256 qam17
112750000005.440256 qam18
122830000005.840256 qam19
132910000005.640256 qam20
142990000005.840256 qam21
153070000005.540256 qam22
163150000005.440256 qam23
173230000005.140256 qam24
18331000000540256 qam25
193390000004.940256 qam26
20347000000540256 qam27
213550000004.840256 qam28
223630000004.540256 qam29
233790000003.540256 qam31
243870000003.240256 qam32



Downstream bonded channels

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

1Locked38.62884683718481
2Locked35.721083739024632978
3Locked35.520925785621692963
4Locked33.320578663943017098
5Locked32.517600336811934184
6Locked34.97467542911441812
7Locked36.3267180045907209
8Locked36.85419986561003747
9Locked37.3706070621016831
10Locked38.669986551135772
11Locked38.646464451249948
12Locked37.643945131207591
13Locked37.637495621137899
14Locked38.63437236997649
15Locked38.63637796860075
16Locked38.63808631814161
17Locked37.64198072683514
18Locked37.63764321624001
19Locked37.62368411609766
20Locked38.62312740627782
21Locked40.32469547677799
22Locked38.92591529711956
23Locked38.92803651756484
24Locked38.62647376739808
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Re: WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync

Oops - forgot to include this:

 

Upstream bonded channels

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

13260002943.5512064 qam5
22580000042.3512032 qam6
33940000042.5512064 qam4
44620000044.5512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0050
2ATDMA00100
3ATDMA0030
4ATDMA00100
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Message 6 of 19
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Re: WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync

Looks like the SNR issue has been fixed.

I'm assuming you pasted the same 'Pre RS Errors' table twice as the second set do not match!

Oh one of your upstream channels is out of spec on QAM so you may still have an issue...

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Message 7 of 19
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Re: WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync

Hi Carl-pearce,

 

"I'm assuming you pasted the same 'Pre RS Errors' table twice as the second set do not match!"

I don't think so but I post here after another refresh and am sure  all 4 tables are what is being  displayed:

 

Downstream bonded channels

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

13710000004.140256 qam30
22030000006.540256 qam9
32110000006.340256 qam10
4219000000640256 qam11
52270000005.540256 qam12
62350000005.340256 qam13
7243000000540256 qam14
82510000004.940256 qam15
92590000004.940256 qam16
102670000005.140256 qam17
112750000005.440256 qam18
122830000005.640256 qam19
132910000005.840256 qam20
142990000005.840256 qam21
153070000005.540256 qam22
163150000005.540256 qam23
173230000005.340256 qam24
18331000000540256 qam25
193390000004.940256 qam26
20347000000540256 qam27
213550000004.840256 qam28
223630000004.640256 qam29
233790000003.540256 qam31
243870000003.240256 qam32



Downstream bonded channels

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

1Locked38.62884683718481
2Locked35.721083739024632978
3Locked35.520925785621692963
4Locked33.320578663943017098
5Locked32.517600336811934184
6Locked34.97467542911441812
7Locked36.3267180045907209
8Locked36.85419986561003747
9Locked37.3706070621016831
10Locked38.669986551135772
11Locked38.646464451249948
12Locked37.643945131207591
13Locked37.637495621137899
14Locked38.63437236997649
15Locked38.63637796860075
16Locked38.63808631814161
17Locked37.64198072683514
18Locked37.63764321624001
19Locked37.62368411609766
20Locked38.62312740627782
21Locked40.32469547677799
22Locked38.92591529711956
23Locked38.92803651756484
24Locked38.62647376739808

 

Upstream bonded channels

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

13259998834.5512064 qam5
22580000033512032 qam6
33940000234.5512064 qam4
44620002936512064 qam3



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Message 8 of 19
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Re: WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync

Hi again carl_pearce,

You said "one of your upstream channels is out of spec on QAM"

Is there something I can do to fix that?

 

Aye,

S

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Message 9 of 19
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Re: WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync


@mcgost wrote:

Hi again carl_pearce,

You said "one of your upstream channels is out of spec on QAM"

Is there something I can do to fix that?

 

Aye,

S


It could be a local SNR issue or a fault with your line.

Nothing you can fix yourself.

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Message 10 of 19
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Re: WiFi dropping out: SYNC Timing Synchronization failure - Loss of Sync

Can you do a power cycle on the hub, we can then see the current state of the Pre & Post errors as they are accumulative and not reset until the hub is power on. Then post a new set of stats after a few hours. This will show the current state of your circuit.


Tudor
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