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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 richardvhudson
Thank you for your post.:smileyhappy:
I can see that you have connected with your device within the last 24 hours, please can you let me know if you are still experiencing difficulties.
The Sure Signal should not take a huge amount of your broadband bandwidth, pleasecan you perform a Speed Test and post your results back here.
Hi TCFarrow
Thank you for your serial number, it looks as though the device may have lost power at some point and has been unable to re-sync itself so I have done this for you, please perform a factory reset on your device and let me know how you get on.
Hi guyfarley2
The Sure Signal uses the IP address, providing the ISP has assigned a static UK IP address this will not be the issue.
There are no known issues with the routers, we are unable to test these and only have customer feedback.
If you are able to supply your IP ranges we will check that these are on the whitelist for you.
Many Thanks
DaveCD
eForum Team
Hey guys,
Thanks for your posts.
@ guyfarley2 - The only thing I can suggest at this point is to try the VSS on another connection to see if the problem persists. If it does then the device may need replacing.
@ richardvhudson - Excellent news! Thanks for updating the thread.
@ alainmckinney - Could you confirm that you are using the BT supplied equipment? The traceroute looks fine to me and the speeds are well within the minimum requirements.
Could you let me know the serial number of the VSS?
@ matttaylor - Could you also try the device on an alternate connection such as at a friend or relative's house?
@ TCFarrow - Is it possible you could also try the device on an alternate connection?
Cheers all,
Lee
Hi griffiths54,
I’ve checked our systems and can see your Sure Signal connected to our servers in the early hours of this morning. Are you still getting connection problems? So that we can get your Sure Signal working again, I’ve just forced a resync of your device.
To make sure the resync completes, can you perform a factory reset:-
- Hold down the reset button until all the lights show (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.
Hi guyfarley2,
I’m sorry but it appears that your post was missed. Is your customer still facing issues? I can see that the device connected to our servers yesterday evening and a resync was performed on the 7th December.
Let me know if there’s anything else we can assist with.
Thanks
Andrew
