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Thursday, May 4th, 2023 7:20 PM

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New modem MB6811 issues - SYNC Timing Synchronization failure

Installed new MB6811 two nights ago, upgrading from MB6800 in place for two years (with virtually no problems).  Activated, then a short while later connection failed and resumed.  Happened again, then from logs once again overnight.  Checked logs intermittently yesterday and it continued to fail every couple hours.  Fully reset modem last night and went through reactivation process again, with basically same results.  Kept failing this morning.  Connection logs looked normally compared to examples from similar posts here - all values seemingly within normal range.

My fix this morning was to go down to the basement and remove a splitter and amplifier that Comcast had installed several years ago.  We don't have cable TV anymore, just internet, so I only need the one line up to our modem.  Took the outside line and routed it directly to modem instead of through those.  Modem has seemingly been stable since.  Posting here in case there is anything else I should be doing, or if helpful to anyone else.

Have been running an automated speed test since changes made.  My old modem was pretty consistently maxed around 960Mbps down & 35-40 up when tested.  We have 1200Mbps service, so we were limited by the old modem and other equipment.  In the process of building a new PC with faster LAN, so will be able to check for gigabit+ soon.  With new modem I've noticed wifi speeds are already faster (same router, new one on the way).  Wired speed has been varying - still maxed at peak, but often dropping to 500-700.  Not sure if that still indicates a problem with the router or not.

Pasting current error logs and connection status below.  I didn't think to grab a screenshot of the before values, but they were not significantly different.  I believe downstream power was slightly lower (around 1 instead of the current 3).

  Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    22:05:43
Wed May 3 2023
  Critical (3)   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    22:23:35
Wed May 3 2023
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    08:33:56
Thu May 4 2023
  Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    08:34:04
Thu May 4 2023
  Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    08:34:42
Thu May 4 2023
  Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    08:34:42
Thu May 4 2023
  Critical (3)   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=3.1;
    08:34:48
Thu May 4 2023
  Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    08:34:49
Thu May 4 2023
  Critical (3)   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=3.1;
    08:34:50
Thu May 4 2023
  Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    08:34:51
Thu May 4 2023
  Critical (3)   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=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    09:07:06
Thu May 4 2023
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

   Startup Step Status Comment
   Acquire Downstream Channel 411000000 Hz Locked
   Upstream Connection OK Operational
   Boot State OK Operational
   Configuration File OK
   Security Enabled BPI+

   System Up Time 0 days 05h:03m:01s
   Network Access Allowed

   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 4 411.0 3.7 42.2 0 0
   2 Locked QAM256 1 393.0 3.4 42.4 0 0
   3 Locked QAM256 2 399.0 3.5 42.3 0 0
   4 Locked QAM256 3 405.0 3.5 42.2 0 0
   5 Locked QAM256 5 423.0 3.6 42.4 0 0
   6 Locked QAM256 6 429.0 3.6 42.3 0 0
   7 Locked QAM256 7 435.0 3.5 42.3 0 0
   8 Locked QAM256 8 441.0 3.5 42.1 0 0
   9 Locked QAM256 9 453.0 3.1 42.2 0 0
   10 Locked QAM256 10 459.0 3.2 42.1 0 0
   11 Locked QAM256 11 465.0 3.2 42.1 0 0
   12 Locked QAM256 12 471.0 3.3 42.2 0 0
   13 Locked QAM256 13 477.0 3.3 42.3 0 0
   14 Locked QAM256 14 483.0 3.3 41.7 0 0
   15 Locked QAM256 15 489.0 3.2 42.2 0 0
   16 Locked QAM256 16 495.0 3.0 42.2 0 0
   17 Locked QAM256 17 507.0 2.9 41.9 0 0
   18 Locked QAM256 18 513.0 2.9 42.0 0 0
   19 Locked QAM256 19 519.0 2.6 42.0 0 0
   20 Locked QAM256 20 525.0 2.4 41.9 0 0
   21 Locked QAM256 21 531.0 2.4 41.9 0 0
   22 Locked QAM256 22 537.0 2.6 41.9 0 0
   23 Locked QAM256 23 543.0 3.0 42.1 0 0
   24 Locked QAM256 24 549.0 3.3 41.2 0 0
   25 Locked QAM256 25 555.0 3.4 41.5 0 0
   26 Locked QAM256 26 561.0 3.3 42.1 0 0
   27 Locked QAM256 27 567.0 3.0 42.1 0 0
   28 Locked QAM256 28 573.0 3.0 42.0 0 0
   29 Locked QAM256 29 579.0 3.0 42.1 0 0
   30 Locked QAM256 30 585.0 3.2 42.1 0 0
   31 Locked QAM256 31 591.0 3.5 42.3 0 0
   32 Locked QAM256 32 597.0 3.5 42.2 0 0
   33 Locked OFDM PLC 193 702.0 3.6 41.8 89889403 0

   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 35.6 41.8
   2 Locked SC-QAM 2 5120 29.2 41.8
   3 Locked SC-QAM 3 5120 22.8 41.5
   4 Locked SC-QAM 4 5120 16.4 41.8

Visitor

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5 Messages

2 years ago

This is the only error logged since yesterday:

Time  Priority  Description 
20:51:48
Thu May 4 2023
Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

Expert

 • 

110.2K Messages

2 years ago

FWIW, the power levels and SNR's looked good at that snapshot in time.

(edited)

Expert

 • 

110.2K Messages

2 years ago

Quite welcome ! Yeah, live with it for a while now and see. Good luck !

Visitor

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5 Messages

2 years ago

Additional span of errors, some downstream channel corrections:

10:44:07
Fri May 5 2023
Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
10:45:29
Fri May 5 2023
Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
10:50:08
Fri May 5 2023
Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:00:10
Fri May 5 2023
Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:03:43
Fri May 5 2023
Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:14:06
Fri May 5 2023
Notice (6) CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
11:16:12
Fri May 5 2023
Notice (6) CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1 3.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;

   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 4 411.0 0.7 41.6 35 37
   2 Locked QAM256 1 393.0 1.6 42.0 0 0
   3 Locked QAM256 2 399.0 1.1 41.8 0 0
   4 Locked QAM256 3 405.0 0.7 41.6 11 0
   5 Locked QAM256 5 423.0 0.6 41.7 60 73
   6 Locked QAM256 6 429.0 0.9 41.8 37 49
   7 Locked QAM256 7 435.0 1.2 41.9 19 47
   8 Locked QAM256 8 441.0 1.4 41.9 10 36
   9 Locked QAM256 9 453.0 1.7 42.0 0 0
   10 Locked QAM256 10 459.0 1.7 42.0 0 0
   11 Locked QAM256 11 465.0 1.7 42.0 0 0
   12 Locked QAM256 12 471.0 1.9 42.1 0 0
   13 Locked QAM256 13 477.0 2.0 42.1 0 0
   14 Locked QAM256 14 483.0 2.1 41.7 0 0
   15 Locked QAM256 15 489.0 2.1 42.1 0 0
   16 Locked QAM256 16 495.0 2.0 42.2 0 0
   17 Locked QAM256 17 507.0 2.1 42.1 0 0
   18 Locked QAM256 18 513.0 2.1 42.0 0 0
   19 Locked QAM256 19 519.0 1.8 42.0 0 0
   20 Locked QAM256 20 525.0 1.5 41.9 0 0
   21 Locked QAM256 21 531.0 1.6 42.0 0 0
   22 Locked QAM256 22 537.0 1.8 41.9 0 0
   23 Locked QAM256 23 543.0 2.1 42.1 0 0
   24 Locked QAM256 24 549.0 2.4 41.2 0 0
   25 Locked QAM256 25 555.0 2.6 41.6 0 0
   26 Locked QAM256 26 561.0 2.6 42.2 0 0
   27 Locked QAM256 27 567.0 2.4 42.2 0 0
   28 Locked QAM256 28 573.0 2.3 42.2 0 0
   29 Locked QAM256 29 579.0 2.3 42.2 0 0
   30 Locked QAM256 30 585.0 2.5 42.3 0 0
   31 Locked QAM256 31 591.0 2.8 42.3 0 0
   32 Locked QAM256 32 597.0 2.7 42.3 0 0
   33 Locked OFDM PLC 193 702.0 2.5 41.8 524454709 38

   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 35.6 41.8
   2 Locked SC-QAM 2 5120 29.2 41.8
   3 Locked SC-QAM 3 5120 22.8 41.8
   4 Locked SC-QAM 4 5120 16.4 41.8

Expert

 • 

110.2K Messages

2 years ago

But were there any connection drops ?

Those notices are for the OFDM channel, and a small amount is OK. Event type code 16, is the "Notice" for a loss of the FEC (Foward Error Correction) lock for an OFDM profile, and event type code 24 is the FEC recovery on that profile.

The CMTS (Cable Modem Termination System) can be configured with multiple OFDM profiles which have different modulation schemes applied to the OFDM subcarriers. When the CMTS gets the code 16 event, it can dynamically downgrade the active profile for that CM.

If you're seeing this constantly I'd suspect your Downstream OFDM channel might be marginal. But, since OFDM can have such an insane modulation order at higher profiles, this can have no noticeable effect on your normal usage. If you aren't suffering any packet-loss or issues with downstream throughput, I wouldn't be too concerned.

(edited)

Visitor

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5 Messages

@EG​ Gotcha, that makes sense, thanks.  No, there weren't any drops that I noticed (I'm actively working from home so should have seen any blips).  Will keep monitoring, but it hasn't reoccurred after those few.  Seeing a few additional corrected/uncorrected, but not significant volumes.

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