Sure signal V2 stopped working - resync required?

[basil]

Hi,

This unit (s/n 40120259136) has worked more or less consistently for just over 10 months, however it stopped working a few weeks ago showing only the red power lamp.

On power up both aftera minute or so,  white lamps flash simultainioulsy and eventually both go out leaving only the power lamp.

I have performed hard resets following the procedures on this forum.

Changed network cable

changed Power supply

Tested ping times and routes - nothing has changed and are within spec.

Please advise?

[Retired-Andy]

Hi basil,  

I’ve checked our systems and can see that your Sure Signal (VSS) connected with our servers yesterday evening. Are you still facing the issue?

On occasion, it can take time to make a connection so, to make sure your VSS is as up-to-date as possible, I’ve just forced a resync for you. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

If you still face issues after the reset, can you provide the following information please:-

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

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

Andrew

[basil]

Yes, I posted at 9am, and by around 9:45 the device had connected and was working for the first time in several weeks. despite not being reset or power cycled!
It's a shame coincidence conspired against you being able to claim a 45 minute fix 😉
It will be interesting to see how long it lasts for, especially as it's warranty expires next week!

[Ben_H]

Hi basil,

I'm glad to see it's bak up and running. Naturally, my team are here should you need any more support in future (even if your hardware warranty expires).

Cheers