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Jenny
We’ve created this thread to help with an issue that some people find during setup.
This issue has the following symptoms:
- The power light either constantly flashes or remains steady
- No other lights flash or light up
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:
- Turn off your router or modem at the wall for 10 seconds and then turn it back on
- Wait for the lights on your modem/router to indicate that an internet connection has been established
- Press the reset button on the Sure Signal
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:
- Hold in the reset button until all lights go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- Wait for all lights to come on and then release the reset button
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
Hi mariap,
If you're affected by the issue that I've posted about then there's little more I can do right now. I have your serial number and I will continue to collate the information you have already provided in my linked thread.
Cheers,
Lee
Hi mousecalledjerr
Thank you for your post and it is great to see you here.:smileyhappy:
I have checked your device and can see that this is currently suspended.
So we can investigate this further I have sent you a Private Message to follow and once we have your response we will be in touch as soon as we can.
You can find your PM inbox here.
Many Thanks
DaveCD
eForum Team
Hi peterpeter
Thank you for your post and a very warm welcome to the eForum.:smileyhappy:
I have checked and can see that you have not connected for over a week so I have resynchronised your device.
Please can you keep me updated.
Hi kip
Thank you for keeping us in the loop, I am pleased this is now working for you.
Hi guyfarley
Thank you for the information and resynchronisation is recommended after a change of ISP.
Many Thanks
DaveCD
eForum Team
Hi rejjimp,
The IP address and traceroute are both fine.
On a traceroute you will always see the connection timing out after the 85.205 IP address because all of our servers after this address are locked down and can’t be pinged.
Looking at the registration, I can see that there has been a location change detected and I’ve updated the profile for you.
Can you confirm if you have opened all of the ports mentioned in the troubleshooting pages and also tried to lower any security settings in your router?
James
