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28-10-2014 10:31 AM
Hi
Been using SureSignal for a while with no problems. Came into work today to find that the Sure Signal has a flashing red power light and the last 2 icons are static orange. The internet icon is not lit up at all. Checked all connections, done several resets, unplugged etc still no difference.
Details below:
Speed Test: 7.6mbs / 6.00mbs
Ping: 18ms
External IP: 213.48.16.85
Device Serial: 40133659355
Tracert Results:
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 192.168.1.1
2 5 ms 5 ms 5 ms 213.48.16.1
3 5 ms 5 ms 5 ms croy-pe-1-fa311.network.virginmedia.net [82.43.0
.101]
4 6 ms 6 ms 5 ms croy-core-2a-ae6-807.network.virginmedia.net [81
.96.226.169]
5 6 ms 6 ms 6 ms brnt-bb-1a-ae9-0.network.virginmedia.net [81.96.
226.1]
6 7 ms 6 ms 7 ms brnt-bb-2a-ae2-0.network.virginmedia.net [62.254
.42.97]
7 26 ms 12 ms 11 ms brhm-bb-2b-ae0-0.network.virginmedia.net [62.254
.42.58]
8 9 ms 9 ms 10 ms brhm-bb-1c-ae1-0.network.virginmedia.net [62.254
.42.210]
9 * * * Request timed out.
10 15 ms 15 ms 15 ms lndgw2.arcor-ip.net [195.66.224.124]
11 14 ms 15 ms 13 ms 85.205.0.86
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
30-10-2014 08:42 AM
Hi @Pforce
That light sequence means there’s an authentication problem, between your Sure Signal and our servers.
Please check the following:
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.
Thanks,
Jenny
30-10-2014 09:29 AM
Hi
Thanks for the response.
We have used a different ethernet cable, rebooted the router, plugged the unit direct into the switch and also used it in a different office with a different broadband connection and hardware. None of these have worked.
The broadband for both offices work fine without problems.
I saw some people having problems with their Suresignal being blacklisted by Vodafone - could it be this?
31-10-2014 04:05 PM
31-10-2014 04:38 PM
Hi
As per previous post, I tried it in a different location with the same issue.
03-11-2014 02:49 PM - edited 03-11-2014 02:53 PM
Hi @Pforce
Can you please ensure that the IPSEC has been selected on the router, if you’re unsure of how to do this, please contact your internet service provider.
The light sequence you’re saying means that the Sure Signal is failing to authenticate, this could be due to the strength of the Fire Wall you’re using.
If this is still not working your Sure Signal could be faulty, please see our repair process here.
Cheers,
Laura