Visitor

 • 

2 Messages

Thursday, May 11th, 2023

Closed

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

We've been having intermittent internet outages for years and tried several modems.  We managed when we worked in offices, but now that my wife and I do not, the internet outages have gone from "well, I guess we can't play video games online for a while while this happens" to "oh no, we're missing or dropping out of important meetings or interviews."


The modem seems to reboot anywhere from 1-3x in a row, sometimes with multiple groups of failures in an hour.  On average, we have outages at least once per day, usually more.  Techs have been out here, have replaced the line leading from the end of our driveway to the outside of our house, and have verified that there are no splitters anywhere.  They also note that we have good internet speed test results when they are here.

The only lead I have is the error logs on our current modem, which show a lot of recurring errors after a 12:30-ish PM crash (I think that my router is on EST, so 15:30ish for the router timestamps):

  Time    Priority    Description 
    15:11:07
Wed May 10 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;
    15:11:09
Wed May 10 2023
  Critical (3)   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    15:12:05
Wed May 10 2023
  Critical (3)   No Ranging 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;
    Time Not Established   Critical (3)   No Ranging 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=00:00:00:00:00:00;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;
    15:31:34
Wed May 10 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;
    15:31:40
Wed May 10 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;
    15:35:15
Wed May 10 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;
    15:35:16
Wed May 10 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;
    15:35:21
Wed May 10 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;
    15:35:21
Wed May 10 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;
    15:35:21
Wed May 10 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;
    15:35:22
Wed May 10 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;
    15:35:22
Wed May 10 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;
    15:35:22
Wed May 10 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;
    15:35:23
Wed May 10 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;
    15:35:23
Wed May 10 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;
    15:39:22
Wed May 10 2023
  Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    15:39:27
Wed May 10 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=00:00:00:00:00:00;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;
    15:45:37
Wed May 10 2023
  Critical (3)   SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;
    15:45:46
Wed May 10 2023
  Critical (3)   No Ranging 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=00:00:00:00:00:00;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;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=;CMTS-MAC=00:00:00:00:00:00;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;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    11:30:55
Thu May 11 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;
    11:31:12
Thu May 11 2023
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 48; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0.;CM-MAC=;CMTS-MAC=;CM-QOS=1.1;CM-VER=3.1;



I've seen this problem a lot on the forums, and it seems like signal info is also requested for those, so here is my signal info as of right now:

 Startup Sequence    
   Startup Step Status Comment

  
   Acquire Downstream Channel 405000000 Hz Locked
  
   Upstream Connection OK Operational
  
   Boot State OK Operational

  
   Configuration File OK
  
   Security Enabled BPI+
  


   Connection Status    
   System Up Time 0 days 00h:46m:07s  
  
   Network Access Allowed  
  

Downstream Bonded Channels  
  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 4 405.0 0.8 41.2 0 0
   2 Locked QAM256 5 411.0 0.6 41.1 0 0
   3 Locked QAM256 6 417.0 0.6 40.9 0 0
   4 Locked QAM256 7 423.0 0.4 40.9 0 0
   5 Locked QAM256 8 429.0 0.4 41.0 0 0
   6 Locked QAM256 9 435.0 0.6 40.9 0 0
   7 Locked QAM256 10 441.0 0.6 40.9 0 0
   8 Locked QAM256 11 447.0 0.7 40.9 0 0
   9 Locked QAM256 12 453.0 0.8 41.0 0 0
   10 Locked QAM256 13 459.0 0.8 41.0 0 0
   11 Locked QAM256 14 465.0 0.9 41.0 0 0
   12 Locked QAM256 15 471.0 1.1 41.1 0 0
   13 Locked QAM256 16 477.0 1.1 41.2 0 0
   14 Locked QAM256 17 483.0 1.4 41.2 0 0
   15 Locked QAM256 18 489.0 1.4 41.2 0 0
   16 Locked QAM256 19 495.0 1.5 41.1 0 0
   17 Locked QAM256 20 507.0 1.6 41.4 0 0
   18 Locked QAM256 21 513.0 1.6 41.4 0 0
   19 Locked QAM256 22 519.0 1.8 41.4 0 0
   20 Locked QAM256 23 525.0 1.8 41.4 0 0
   21 Locked QAM256 24 531.0 2.1 41.2 0 0
   22 Locked QAM256 25 543.0 2.2 41.5 0 0
   23 Locked QAM256 26 549.0 2.3 41.6 0 0
   24 Locked QAM256 27 555.0 2.4 41.5 0 0
   25 Locked QAM256 28 561.0 2.4 41.5 0 0
   26 Locked QAM256 29 567.0 2.5 41.4 0 0
   27 Locked QAM256 30 573.0 2.5 41.4 0 0
   28 Locked QAM256 31 579.0 2.6 41.6 0 0
   29 Locked QAM256 32 585.0 2.7 41.4 0 0
   30 Locked QAM256 33 591.0 2.6 41.6 0 0
   31 Locked QAM256 34 597.0 2.8 41.6 0 0
   32 Locked OFDM PLC 48 850.0 0.7 41.2 42142264 0


   Upstream Bonded Channels  
  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 6 2560 10.4 36.8
   2 Locked SC-QAM 7 5120 16.4 37.8
   3 Locked SC-QAM 8 5120 22.8 38.5
   4 Locked SC-QAM 9 5120 29.2 38.8
   5 Locked SC-QAM 10 5120 35.6 39.0
   6 Locked SC-QAM 12 2560 40.4 39.0

Please help us!

Oldest First
Selected Oldest First
No Responses!
forum icon

New to the Community?

Start Here