Hi barrymc18,
Thanks for your post.
Looking at the traceroute, hop 11 is quite high and any responses over 200ms will cause a timeout and therefore prevent the VSS from contacting our servers. I'm not able to check the IP address as IT restrictions prevent me from accessing the origins of the address.
If you copy and paste the IP address into the IP Lookup link then there will be information regarding the origins of the IP address. You will need to speak with your internet service provider about this particular hop to see if there is anything they can do to speed up the time it takes to get a reply from this address.
Until this is addresses there is little I can do.
Cheers,
Lee
Hi fazzerme,
Thanks to you too, for your post.
I've checked the IP you've provided and it's on the whitelist so this can be ruled out as an obstacle to getting your VSS working.
I can see your VSS connected to our servers yesterday at 06:50am. I've performed a resync for you. Please could you also factory reset the device again and let me know how you get on?
Cheers,
Lee
P.S. Could I get your external IP please?
Hey Guys,
@ Paulgp2000, Your IP range is currently in the list which means that this isn’t the cause of your issue, we have re-synced this for you now, please can you let this go through and if you still don’t have any connection or change please reset your Sure Signal.
@ kieronf, it can sometimes take up to 24hours to fully complete especially when there are a lot of Sure Signals going through the same setup configuration.
@ MrDerp, We have re-synced the Sure Signal for you today, please can you let me know the IP address that you are using and we can get this checked for you.
@ JonnyHuge, Please can you let me know your IP address so we can check this for you before looking at a new Sure Signal.
James
Hi Guys;
@ Thoughflux, I have re-synced your Sure Signal now as it looks to be connecting to the server.
Please can you give this an hour and reset your sure Signal if it still isn’t working.
@ mikeblisland, your IP range is on the white list already and I can see that your Sure Signal has connected to our server this afternoon, due to this I have also re-synced your device please follow the instructions above and let me know how you get on.
@ Bennybeige, I’m pleased to see that the unit is now working for you, if you were to purchase another unit you shouldn’t have any issue however, each setup is different as it will depend on the ISP, firewalls and modem being used.
However, remember that if it doesn’t work we are always here to help.
James
