Sierra Wave systems depend on a dedicated network connection between the Sierra Wave base unit and the Sierra Wave computer.  Failures in that connection result in a “Communication Error.”  The causes are varied and generally fall into the following categories, network cable failure, network card failure, incorrect network settings, interference by firewalls or anti-virus programs and base failures.  When the cause of the communication error is unknown, troubleshooting is done from basic to advanced.

Basic troubleshooting:

• Verify base unit is powered on
• Check network cable connections – check that cable is tightly connected to appropriate connectors (jacks) – reconnect so that the network connector snaps into place
• Try a different network cable  – a standard Ethernet cable
• Reboot the base
• Reboot computer and base

Advanced troubleshooting:

• Locate Network connection (Control Panel\Network and Internet\Network Connections)
• Look for disabled status.  If the network connection is disabled, right click to enable it.
• Look for X status.  X status usually indicates a physical problem
  • faulty network cable
  • loose or broken network jack
  • malfunctioning base unit – view the status lights of your base to look for normal vs. abnormal status light sequence
• Check Status Lights on bottom of Wave base unit
  • Normal Operation:
    Power Light located on the front of the base is steady green. Status light one should be on and steady indicating that the network cable is good and the Wave base can see the computer. Status light two should flash when the Wave software is started and open indicating that data can transfer to/from the computer.
  • Abnormal operation:
    The power light will flicker or not light at all. Status light one off indicating no connection to the PC and possible base unit failure. Status light two not flickering when Sierra Wave software is started.
• Verify proper network settings
  • Windows XP 100000-002 Network Card Setup in Windows XP
  • Windows 7 369030-630 Configuring Windows 7 for Sierra Wave
  • Windows 10 (see page 3)  369030-638-W10 Configuring Windows 10 for Sierra Wave
• Disable Windows Firewall – located in Windows Control Panel
• Turn off all Windows updates – located in Windows Control Panel
•  Add Anti-Virus exceptions for Sierra Wave Cadwell Cascade Antivirus Exclusions
• Consider un/re-installing network card – computer repair specialist should perform this
• Update Network Card Driver software – computer repair specialist should perform this