Power failure and now Sure Signal doesn't work

[cognetic]

HI, We had a mamoth storm at the weekend and all power in the local vicinity went out. I had to reset a fuse this morning before I could put the sockets in the office back on. Everything came back except for our sure signal. 

The indicators are:

Power signal on solid, second light is flashing. The serial number is 21230527455.

Please can you do a resynch? Or advise as to how I might fix this?

Paul

[Retired-Ian_]

Hi cognetic,

Thanks for posting.

The storms certainly caused lots of issues last week.

Your Sure Signal hasn't made contact with our server for a while.

Can you try a reset on the Sure Signal for me please?

There's also a link to our troubleshooting guide should you need it.

Let me know how you get on?

Thanks

Ian

[cognetic]

Thanks Ian, I've carried out the reset as per the instructions, though the LEDs displayed differently to what is written. However, now lights 1, 2 and 3 are all flashing intermittently. I assume it must be downloading the profile?

Paul

[DaveCD]

Hi cognetic.

This is certainly an indication of that.

I have also resynced the device to clear any faults.

Please can you advise me which lights you are seeing now?

DaveCD

[cognetic]

Lights one and two are flashing internittently as before.

Paul

[Retired-Dave]

Hi cognetic,

The Sure Signal still hasn't connected with the servers.

Try the following checks for me so we can see what's going on:

• Your speed test results from here.
• Your ping test results from here.
• Your external IP address from here.
• Plug the Sure signal into a different port on the router
• Try using a different Ethernet cable

Also, run a traceroute and post the results here:

On a PC 

• Click on Start and select Run.
• Type CMD into the Run box and press enter/click ok.
• A black box will appear.
• In this box type tracert 212.183.133.177 and press Enter.

On a Mac 

• Open Terminal (Applications, Utilities).
• Type traceroute 212.183.133.177 and press Enter.

Dave

[cognetic]

Please see results below:

• Your speed test results: 6.62Mbps download and 0.84Mbps upload
• Your ping test results: 0% packets loss, 47ms ping, 0ms jitter
• Your external IP address is 62.49.61.34
• Plug the Sure signal into a different port on the router: I've done this but know that it is visible on the network using Netgear Genie

• Try using a different Ethernet cable: Done that. First three lights are all flashing now.

Traceroute results:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Paul>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 29 ms 29 ms 30 ms 194.159.169.245
3 30 ms 30 ms 29 ms anchor-access-3-s2020.router.demon.net [194.217.
23.77]
4 30 ms 30 ms 30 ms gi7-0-0-dar4.lah.uk.cw.net [194.159.161.94]
5 29 ms 30 ms 30 ms xe-11-1-0-xur1.lns.uk.cw.net [193.195.25.34]
6 33 ms 30 ms 30 ms xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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 * * ^C

What's a Mac?

[DaveCD]

Hi cognetic

I can see that the traceroute shows it's not connecting with our servers.

Is it possible to try this on another connection such as a friend or family members connection?

DaveCD

[cognetic]

Hi, I've now installed this at home on my Sky router and have set up the port forwarding. Could you check to see if it is connecting?

[DaveCD]

Hi cognetic

Success! I can see that it connected yesterday in the early hours.

Can you tell me what lights you're seeing now and if you've been able to connect with your phones?

DaveCD