Suresignal and latency

[RioDavid]

We're having some issues with the latest suresignal system. 

So far all anyone has siad is it's down to latency, can someone give me the technical details on what level of latency is tolerated by the system and what ping times will stop it working?

TIA

[Retired-Matt_Vo]

Hi

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Matt
Moderator

[RioDavid]

Hi Matt,

Thanks for the copy and paste standard answer. Now can you have a look into the technical data and let me know the answers to the questions I actually asked. 

Many thanks

David

[Retired-Andy]

Hi David,

The maximum ping allowed is 200ms.

Anything above this causes the Sure Signal to drop its connection to our servers.

Matt’s post asks for additional information so that we can check, and rule out, any additional factors that may be affecting your connection.

If you use this link to do a ping test, and it’s below 200ms, we’ll need the additional information from Matt’s post to be able to assist further.

Thanks,

Andy

[RioDavid]

Hi Andy,

Thanks for that, I will include the rest of the info now. 

Speedtest 13.56 / 2.88 http://www.speedtest.net/my-result/3613736544 

Pingtest 201ms http://www.pingtest.net/result/101489307.png (guess this will be killing it?)

IP : 149.255.169.122

Tracert 

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 1 ms 2 ms <1 ms my.router [192.168.1.1]
2 17 ms 21 ms 16 ms 149.255.169.121
3 18 ms 45 ms 29 ms core1-tellon1.ukcore.buzcom.net [149.255.168.209]
4 82 ms 103 ms 120 ms ge2-13.core1.lon1.he.net [216.66.86.149]
5 64 ms 69 ms 89 ms 10ge3-1.core1.lon2.he.net [72.52.92.222]
6 247 ms 282 ms 222 ms ae0-1802-xcr1.lsw.cw.net [195.66.224.182]
7 127 ms 122 ms 115 ms ae22-xcr1.lns.cw.net [195.2.30.61]
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Unit S/N to follow. 

[Retired-Andy]

Hi David,

Your speed test is fine, and your IP address is on our whitelist.

The high ping will definitely affect your connection.

Looking at your traceroute, the average for each hop must be below 200ms.

Hop 6 has an average of 250ms and will cause the connection to our servers to drop.

If this is happening on a regular basis, contact your ISP (internet Service Provider) and ask them to check your line for any faults.

Thanks,

Andy

[RioDavid]

Thanks Andy,

It's a radio broadband connection as ADSL is not viable at that site. I will speak to the ISP. 

Out of curiosity, the older units still work, is there a different setting / tolerance for them?

[Retired-Ian_]

Hi RioDavid,

There isn't anything different about earlier Sure Signals and you're able to use these.

Thanks,

Ian

[RioDavid]

Serial numbers are 40133865382 and 40123622504

[RioDavid]

If there is no difference in latency requirements, why do the older units work and the new ones do not?

Thanks