26-04-2012 08:41 AM
Thanks for your posts here.
@sewell298, (21224518965) we are currently in the process of updating the servers for the Sure Signal and migrating some Sure Signals onto the new server being implemented although the issue can also be caused by a temporary problem on your broadband line not allowing the Sure Signal to create a stable VPN connection.
However, I can see that your Sure Signal connected back to the server last night and should now be back up and running.
@ efesp, (21230690915), I can see that your Sure Signal updated on the server last night, can I ask if this is now working again?
If not please follow the instructions on the PM that I have sent you as it does look like the Sure signal could be faulty if it continues to go through this cycle.
You can find your PM inbox here.
@ Tanthalas, can you confirm the Sure Signal serial number that you are currently using?
As mentioned above, we are in the process of updating our servers however I don’t know if this will be affecting you without seeing the serial number
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26-04-2012 11:06 AM
Thanks for coming back to us on this.
To be honest, we would need you to test this on another connection. If this works then we know that the problem is with your internet connection and the setup. If it doesn’t work then we know the issue is with the Sure Signal device and we can get that replaced for you.
Please let us know how you get on and we’ll be happy to help you further.
I have replied to your email just now.
27-04-2012 01:25 PM
Perhaps was associated with the maintenance. It is working fine again now after 24-48 hours of not working (that we noticed).
For confirmation, the serial number is: 21197150721
29-04-2012 04:49 PM
With the frequent changes, I've just performed a fresh resync for you. Can you perform a factory reset for me, as this should help to make sure any changes have taken?
- 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.
If this doesn't help, can you confirm what light sequence you're now seeing, both when the Sure Signal is idle and when it is attempting to handle a call - with all the changes recently it would pay to check if this has changed?
30-04-2012 02:18 PM
After replacing my original VSS with a new one, I'm back up and running again.
Faulty VSS appears to have been the issue.
Thanks for sorting this out for me.
Now, where's my hammer.....
02-05-2012 12:24 AM
I have tried a few further resets and it still just sits there with the power light on and the second light flashing. I know the next thing to try is plugging it into another connection but I am in the middle of moving house so will be quite difficult till late next week. Can you address the issue of ntp? Is this a required for the box to function? Would be nice to rule that one out...
Unless you have any other ideas, I will take home next week and try.
FYI - Apart from the initial 'two light flashing' part of the process after a reset - I have never got the second light to stabalise on nevermind the third one.
03-05-2012 09:20 AM
@efesp – That’s excellent news. Don't be too harsh on the old one
@Wicked-Weasel – NTP is required for the Sure Signal to work. Can you perform a traceroute for me so that we can see the latency of your line? It needs to be below 200m/s otherwise the Sure Signal cannot send/receive the packets of data that is required to keep it synchronised with our NTP server. If the latency is too high, the Sure Signal will automatically stop broadcasting because it isn’t able to keep accurate time and broadcast at the correct frequency.
If it is a latency issue though, light 4 should extinguish so I’m not sure that this will be the problem. It’s worth checking though.
-For XP just click Start > Run and type cmd then hit enter
-For Vista/Windows 7, press Start and type cmd into the search bar
-Right click the result and click "Run As Administrator
Once you're in the command prompt type in pathping 18.104.22.168, this will perform a trace route to the NTP server and will also show you the route it took to get there.
Can you post back with the information?
@Sewll298 – I’m quite convinced that this issue is due to your connection. We’ll need you to try this on another connection. Can you let us know the results once you have done this?
03-05-2012 08:13 PM
Thanks very much. I've followed all instructions but no joy.
I have a BT homehub 3 and internet works fine.
SS is plugged in and lights are on by ethernet cable.
Power light on constant, second light flashing slowly.
SS serial number: 21230233146 registered at RG8 0TU
03-05-2012 09:35 PM
I've had various problems with my Sure Signal in the last few days. This morning the technical team did a reset, but nothing changed in terms of the unit working, this afternoon I therefore did a reboot again, and now have a steady power light and a flashing system light.
I've tried everything, can you please help?
SS Serial Number: 21197228972
Registerred to: SO51 0HE
04-05-2012 07:25 PM
Hi there discodancerstu,
Thanks for your post. Is this still an issue as I've checked your VSS and it connected to our servers last night at 21:42 after your post.
Let me know and I'll see what I can do.
The same goes for you. Your VSS connected this morning at 00:32. Could you confirm if you're up and running for me?
08-05-2012 01:43 PM
Thanks for the info. As per my initial post:
1. NTP port tcp/udp are blocked. All traffic will get blocked at the firewall. I can not change this. Can you advise how I set the box to use our internal ntp servers?
2. traceroute -
design-studio:~ macuser$ traceroute 22.214.171.124
traceroute to 126.96.36.199 (188.8.131.52), 64 hops max, 52 byte packets
1 184.108.40.206 (220.127.116.11) 0.689 ms 0.397 ms 0.490 ms
2 172.16.250.251 (172.16.250.251) 0.487 ms 0.433 ms 0.488 ms
3 192.168.240.2 (192.168.240.2) 2.736 ms 2.667 ms 2.986 ms
4 18.104.22.168 (22.214.171.124) 3.987 ms 3.936 ms 3.737 ms
5 126.96.36.199 (188.8.131.52) 4.992 ms 6.934 ms 4.743 ms
6 ip-184.108.40.206.gblx.net (220.127.116.11) 68.688 ms 5.160 ms 7.237 ms
7 18.104.22.168 (22.214.171.124) 19.476 ms 18.169 ms 17.730 ms
8 126.96.36.199 (188.8.131.52) 35.964 ms 35.610 ms 36.457 ms
As per my initial email - we have very low latency on the fibre links (speedtest.net typically put it at sub 10ms). Please check my initial post for all details. I think we need to change the ntp servers. This sounds like the issue. Can you advise how we do this so we can rule in/out.
Not sure about the light 4 bit of your post. The thing only has a power light and 2 further lights...
09-05-2012 12:46 PM
Hi there Wicked-Weasel,
Thanks for your post.
Looking at the light configuration, if the power light is solid and the second light (system light) is flashing for more than 24 hours then there's a problem with the device.
I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.
09-05-2012 04:39 PM - edited 09-05-2012 04:42 PM
Ok tried my sure signal at friends house. He has sure signal in his home that works fine.
My sure signal had power light only for about 6 hours, then started looking for a connection & worked fine.
Connected to my network, new router, nothing else connected to network, power light only then connects after about 6 hours. Reinstated original setup that worked fine for past year, takes about 6 hours to start looking & connecting.
Does not matter if I do a hard reset of VSS it will flash the light sequence then sit there with power light only for about 6 hours before 2nd light comes on & starts connecting.
So no matter where I plug in my VSS it takes approx 6 hours to start looking for a network then connects & works fine.
Whats going on then?
10-05-2012 01:40 PM