Sure Signal v1 Not Working

[terryh]

I have a Sure Signal at work and at home, version 1 at work, version 2 at home.

For some reason the work one (serial 21224311775) has stopped working properly.

I have powered off and on and it works for a few minutes then stops, only the top 2 lights are on.

I have tried a reset but that doesn't seemed to have worked, could you possibly resync this for me to see if that solves the problem.

[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

[Retired-Lee]

Hi terryh,

Thanks for your post.

I've forced the resync for you.

I've also checked and it made a connection to our servers last night at 11:59.

Are the symptoms the same today?

Thanks,

LeeH

[terryh]

Yes I am still having problems, when I restart the SureSignal it works for about 5 minutes and then stops, the top 2 lights stay on but nothing else.

Yesterday it kept coming and going all day.

I have done a speed test and the internet is 6mbps with a 53 second ping.

It was working fine but all last week and this week I have had problems.

[Retired-Lee]

Hey terryh,

Very bizarre!

I've checked and your VSS connected with our servers again this morning

The top two lights constantly lit mean the VSS isn't transmitting and it's possible this is a ports issue.

Confirm that your Broadband connection meets our minimum requirements.
Please run our Broadband Speed Checker whenever you experience this issue.
If your connection fails any aspect of the test, this indicates an issue with your Internet Service Provider, and you will need to contact them to discuss the issue. Your connection speed will vary throughout the day, so we recommend running it at various times to get an accurate reading.

In order to ensure that the Sure Signal broadcasts at the correct frequency, it needs to keep accurate time by sending and receiving small amounts of data to a Network Time Protocol Server hosted by ourselves. If these packets of data take longer than 240ms to make a round-trip, the accuracy can no longer be ensured, and so the Sure Signal will automatically stop broadcasting and light 4 will extinguish.

Check for planned maintenance
Sometimes we need to make changes to the Sure Signal service which can cause it to become unavailable for periods of time. Any planned maintenance will be announced via a pinned topic in the Sure Signal forum. If there has been Planned Maintenance, which has now ended, but your Sure Signal has still not come back on its own, please reset the unit.

Reset your Sure Signal:
Press the reset button on the back of the Sure Signal. On the original Sure Signal Light 1 should flash, then turn solid. Light 2 should flash, then turn solid. Finally, light 4 should come on. On the New Sure Signal the Power Light will come on, then the System light will flash and then come on.

Configure your Router Firewall
The IP address and ports used for NTP synchronisation are listed below. You may need these to configure the correct firewall settings on your router. This step is not normally necessary, but may help if you are using a complex network (such as a corporate or office LAN), or a complex router. We recommend contacting your ISP or Router Manufacturer directly for detailed instructions on exactly how to change your router settings - or alternatively, select your router make and model over at http://portforward.com and follow the Default Guide there for instructions.

Destination IP addresses:
212.183.133.181
212.183.133.182
212.183.131.128/26

Protocol = UDP

Port = 123

Please note that in the list of IP addresses above, the notation "212.183.131.128/26" means the entire range of IP addresses between 212.183.131.128 and 212.183.131.191

Perform a Pathping to our Server

In order to establish whether the Sure Signal is able to communicate with our NTP server, a pathping can be performed as a test. In order to do this, you'll firstly need to open the command prompt in Windows as follows:

-For XP just click Start > Run and type cmd then hit enter
-For Vista/Windows 7, press Start and type cmd into the search bar
-Right click the result and click "Run As Administrator

Once you're in the command prompt type in pathping 212.183.133.181, this will perform a trace route to the NTP server and will also show you the route it took to get there. One of the column will display packet loss, if this occurs before hitting our server then you'll need to contact your ISP for further assistance. If it doesn't then please see below.

If you have completed all the troubleshooting steps above and have not identified the cause of the issue, your Sure Signal may be faulty. Please try your VSS on another connection such as at a friend or relative's house.

Thanks,

LeeH