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sync time synchoniztaion failure, streaming buffering

jleecole
Aspirant

sync time synchoniztaion failure, streaming buffering

I started having issues with select streaming services buffering about a month ago. I installed cm1000v2 modem with eero mesh system and the problem sill persists. The log shows sync time synchonization failure errors. I don't know anything about networks and errors. Called Netgear router help line and was told I need to activate security on the modem which is only free for the first week and then I have to pay $149 a year?? So I don't think I should have to pay for my router to work, and honestly since this started before this router was installed I have no confidence that paying will fix the problem. Can anyone help me understand if this is a Netgear issue or an ISP issue? Or another issue? I am nearing my wits end with my streaming not working! I have 500 Mbps speed, have unplugged and replugged, uninstalled and reinstalled, changed my whole Internet system, called Hulu support, emailed peacock support, nobody will tell me how to fix. No uncorrectable codewords in log, argh!
Message 1 of 13

Accepted Solutions
FURRYe38
Guru

Re: sync time synchoniztaion failure, streaming buffering

Eeeks, Lots of criticals and such. Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.

 

Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box. 
Be sure your using good quality RG6 coax cable up to the modem. 
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

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Message 8 of 13

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FURRYe38
Guru

Re: sync time synchoniztaion failure, streaming buffering

The CM series modem is not a router. Just a modem. So no security features would be seen here.

 

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

Message 2 of 13
jleecole
Aspirant

Re: sync time synchoniztaion failure, streaming buffering

 
Message 3 of 13
FURRYe38
Guru

Re: sync time synchoniztaion failure, streaming buffering

Can you include the channels 1 thru 10? 

Power looks ok so far. 


I see some correctables but not too bad. They should be mostly zeros.

 

Please post the event log page as well.

Message 4 of 13
jleecole
Aspirant

Re: sync time synchoniztaion failure, streaming buffering

 
Message 5 of 13
FURRYe38
Guru

Re: sync time synchoniztaion failure, streaming buffering

Message 6 of 13
jleecole
Aspirant

Re: sync time synchoniztaion failure, streaming buffering

 
Message 7 of 13
FURRYe38
Guru

Re: sync time synchoniztaion failure, streaming buffering

Eeeks, Lots of criticals and such. Any Criticals, Errors or Warnings seen in the event logs needs to be reviewed and resolved by the ISP. Indicates a signal issue on the ISP line up to the modem.

 

Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box. 
Be sure your using good quality RG6 coax cable up to the modem. 
Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
Be sure to power OFF the modem for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Mod...
https://kb.netgear.com/24311/Power-level-guidelines-for-a-NETGEAR-cable-modem-router
https://www.duckware.com/tech/solving-intermittent-cable-modem-issues.html
https://highspeed.tips/docsis-events/

Message 8 of 13
jleecole
Aspirant

Re: sync time synchoniztaion failure, streaming buffering

Great thanks! Hopefully it will get fixed..
Message 9 of 13
jleecole
Aspirant

Re: sync time synchoniztaion failure, streaming buffering

Would these errors cause certain streaming services to not work? Ie. Sling and YouTube TV work, Hulu is sketchy and peacock and oxygen through Roku do not. Does each streaming service have their own way of connection? Also some websites on my phone will hang until I turn wifi off and on again..
Message 10 of 13
FURRYe38
Guru

Re: sync time synchoniztaion failure, streaming buffering

Yes.

Message 11 of 13
jleecole
Aspirant

Re: sync time synchoniztaion failure, streaming buffering

I factory reset the modem and had ISP reprovision and it seems that was the problem! 🤞

Thank you!
Message 12 of 13
FURRYe38
Guru

Re: sync time synchoniztaion failure, streaming buffering

Glad you got it working. Please mark your thread as solved so others will know. 
Enjoy. 📡

 

Message 13 of 13
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