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06-10-2010 02:19 PM - last edited on 14-07-2014 03:42 PM by Jenny
We’ve created this thread to help with an issue that some people find during setup.
This issue has the following symptoms:
Please note that whether the power light is flashing or remains steady, this still points to the same issue - the Sure Signal hasn't established a connection to the internet.
The only difference is that if the light’s steady, then the Sure Signal has previously downloaded a profile from the server, if it's flashing then it hasn't.
Troubleshooting steps:
Check the physical connection between your Sure Signal and the router/modem.
In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.
In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.
To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.
There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.
There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.
Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).
We recommend rebooting the router to see if this then allows you to connect to the internet.
Reboot your router/modem:
Check that your Sure Signal has been assigned an internal IP address by your router.
The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled, as doing so will enable the router to assign an IP address to your Sure Signal automatically.
For more instructions on how to do this, please check your router manual, or contact your ISP or router manufacturer.
If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.
BT Infinity customers.
If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.
Once this has been selected please restart your router and Sure Signal.
Check your MTU settings.
Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.
Change the value of the MTU size to 1500.
Log out of the router, this will usually result in a reboot.
Perform a reset of the Sure Signal:
The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.
Post your router/ISP details and Sure Signal serial number.
If you’ve done all of the above, or you’re struggling with configuring your router, please post your router's make and model number below. Please also include your Sure Signal serial number and the name of your ISP.
We find that other users of the same router will usually be able to share tips with you, to get things working.
We’ll also attempt to help with this, but due to the number of different manufacturers and models, it is not always possible. We don’t officially support any form of router configuration, so we’ll always recommend contacting your router manufacturer or ISP for assistance first.
Thanks,
Jenny
21-06-2011 01:31 PM
Hi MARTYL200UK
That trace route report looks good to me.
I have a couple of questions for you:
What’s your Broadband speed like?
What is your external IP address?
Could you post your Serial number and I will resync your box which may fix this for you.
Thanks
BenJ
eForum Team
21-06-2011 04:17 PM
Ben thank you for your reply.
My Broadband speed is 1.57MB Down and 0.54MB UP according to Speedtest.Net
My External IP address is 188.122.40.212
I have 2 SS the serial numbers are 21223146396 and 21223135589
Regards
Martin Allitt
27-05-2011 07:09 PM
27-05-2011 07:29 PM
Hey everybody,
I'll address those that I know are fixed first of all.
Digicom, greybridge and mwhale - It's fantastic that your Sure Signal units are now in working order, thanks for letting me know.
Kev6eel, would you be so kind as to let e know your Sure Signal serial number please?
vchaney, tbailey7 and SammiC - I have just performed a resync for all of you on all serial numbers listed. Please let me know how it goes.
Cheers,
Lee
eForum Team
28-05-2011 11:24 AM
28-05-2011 01:38 PM
03-06-2011 12:06 AM
Hi Lee, thanks but the resync on both boxes doesn't seem to have worked, did it go through properly?
Kind regards
Tom
03-06-2011 03:12 PM
Hi Guys
vchaney /tbailey7, can you supply the information as requested below:
Could you provide the correct external IP address so I can check this too? Here’s a link to get your external IP address.
Let me know if you’ve any further questions.
Regards
Trev
eForum Team
06-06-2011 11:26 PM
Thanks Trev, i've previously attached these results (for my sure signal v2) on another thread but if you feel this may help me get back up and running that would be great. Unfortunately the link for an ip address didn't work so i don't know how to get it.
Cheers
Tom
07-06-2011 07:33 PM
Hi tbailey7
The stats you’ve attached look fine for the latency, the line speed is a bit slow however this should be adequate.
I would suggest in this case that you may need to look at the router configuration.
Have you had your serial number resented yet? If not please post it in this thread and I will pick it up
Thanks
BenJ
eForum Team