Tracert fail

[v8gaz]

Hi, posting this on behalf of an elderly family member, so may not have all info to hand immediately. I bought my parents a sure signal, as they were not getting calls in their stone-built house. I have one at home, and am familiar with the setup etc.

I followed the troubleshooting guide, but the tracert failed. I understand that some IP addresses may need to be whitelisted for full connectivity - is that the case, and how do I request this?

aslo - I tried the device at my own house, and it worked fine. It's an SS3.

Gary

[grolschuk]

Hi Gary,

Old stone houses are lovely, until you try to get a signal into or out of one

When you say the tracert failed, was that just because the final hop is set not to reply to requests (all attempts will end up * * * ), or did it not get out of the building?

With the device working at yours, my first thought is the ISP and router in use.

Who's the service provider, and what router are you using?

Is it the same as at your home?

[v8gaz]

Hi, yes, just the last couple of hops that failed, got most of teh way there.

Works ok at my home, I am on teh same provider (Zen) but on a slightly different range as I have a fixed IP. Routers are Draytecs in both cases, and I've opened the required ports at the parents house just in case there's an issue with UPNP

[grolschuk]

As they are Draytek's, have you turned off the option for VPN Services?

Can't remember exactly where, but there's a menu that has tick boxes for the various VPN types, and they need to be set so that the traffic can pass through, rather than the router handling it.

With that set correctly, port forwarding shouldn't be needed.

[Retired-Charles]

@v8gaz - 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:

1. Click on Start and select Run
   
   
2. Type CMD into the Run box and press enter/click ok
   
   
3. A black box will appear.
   
   
4. In this box type tracert 212.183.133.177 press Enter
   
   
5. Paste the output of this command into your reply.

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

[v8gaz]

• Your speed test results from here. - 7Mb down 0.9Mb up
• Your ping test results from here. - Ping 42ms Jitter 6ms
  
  
• Your external IP address from here. - 82.69.64.74
  
  
• The results of a traceroute.
  

  Tracing route to 212.183.133.177 over a maximum of 30 hops

  1 1 ms 1 ms 1 ms 192.168.10.1
  2 246 ms 239 ms 592 ms losubs.subs.dsl1.wh-man.zen.net.uk [62.3.87.145]
  3 537 ms 292 ms 592 ms ae1-112.cr1.wh-man.zen.net.uk [62.3.80.197]
  4 553 ms 42 ms 394 ms ge-2-0-0-0.cr2.wh-man.zen.net.uk [62.3.80.50]
  5 431 ms 40 ms 458 ms ae2-117.man11.ip4.gtt.net [77.67.66.101]
  6 30 ms 47 ms 25 ms xe-2-1-2.lon11.ip4.gtt.net [89.149.183.181]
  7 25 ms 25 ms 25 ms ae9-xcr1.lns.cw.net [195.2.22.217]
  8 * * * Request timed out.
  9 * * * Request timed out.
  10 * * * Request timed out.

  11 * * * Request timed out.

• Your Sure Signal serial number:  - 43152173159

[v8gaz]

Odd - I couldnt see the results last time I looked on here and now I can....

Any help?

[Rahim]

@v8gaz I can see that the Sure Signal has recently made a connection with our server and is showing up to date on the network. 

Please can you let us know if the issue is still ongoing? 

[v8gaz]

Hi Rahim, Thanks for that - when was the last connection? Dont forget that I took it my house to test on my network. I'm not near the device for a few days. 

[Rahim]

@v8gaz I can see your Sure Signal last made a connection on 16 May.

I've resynced your Sure Signal to ensure that it's up to date when you next go to use it.

If you're still having trouble, please let us know and we'll help you.