SS v1 no longer connects after power failure

[dodlaw]

SS v1 has worked just fine since new in 2011 but on Tuesday we had a power failure.  SS no longer connects, light 1 & 2 only.  Had power outs before but SS always restarts just fine.  Have done all I can find in Trouble shooting but still only 2 lights after 3 days.

Status in online account show OK.

Any further advice please.

Roger

[Retired-Andy]

Hi dodlaw,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.
Your Sure Signal serial number:

VSS Traceroute command

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 press Enter
Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

Andrew

[dodlaw]

I use a Mac with the Sure signal in the ADSL router ip inward 192.168.3.1 my Mac is then through a second router with inward ip 192.168.1.1

Speed 5.21 Mbps down  0.24Mbps up ( usually .36)

Ping 67ms jitter 1ms  No packet test as I will not use Java

Static IP  84.92.127.177

Saturn:~ Home$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.1.1 (192.168.1.1)  0.510 ms  0.346 ms  0.218 ms

 2  192.168.3.1 (192.168.3.1)  0.929 ms  0.857 ms  0.614 ms

 3  lo0-central10.pcl-ag02.plus.net (195.166.128.183)  45.978 ms  45.248 ms  45.938 ms

 4  link-a-central10.pcl-gw01.plus.net (212.159.2.164)  44.877 ms  45.091 ms  45.304 ms

 5  xe-10-1-0.pcl-cr01.plus.net (212.159.0.196)  44.831 ms  45.520 ms  44.249 ms

 6  ae1.ptw-cr01.plus.net (195.166.129.0)  47.074 ms  45.029 ms  44.533 ms

 7  lndgw2.arcor-ip.net (195.66.224.124)  50.013 ms  51.246 ms  49.838 ms

 8  85.205.116.2 (85.205.116.2)  46.566 ms  45.155 ms  45.969 ms

 9  * * *

10  * * *

11  * * *

Serial no  21230704146

Please note that it has always worked since new up until this power failure ( worked through others)

Showing lights 1 & 2 but does self reset to 1 then flash through leaving 1 & 2 only.

Seems to be trying.

NOTE I have port forwarded as per instructions and that has been for more than 1 year.

Roger

[Ben_H]

Hi Roger,

Thanks for supplying the details. I can see your IP addresses aren't in range or recognised by our systems. As such I've requested for both 192.168.1.1 and 192.168.3.1 be added to our approved 'whitelist' for you.

I'll post back as soon as this has been done.

Cheers, Ben

[dodlaw]

The 192.168.1.1  and 192.168.3.1 are my internal IP's inside of the Routers

the Sure signal inside IP is 192.168.3.121

extrnal IP 84.92.127.177

Roger

[Retired-Kay]

Hi dodlaw, 

Your IP 84.92.127.177 is on our whitelist so this is fine. 

I've done a resync for you, please do a reset to complete the process;

1 - Hold the reset button until all 4 lights are solid. Don't let go of the button until step 4.

2 - Remove the power cable then the LAN cable

3 - Insert ONLY the power cable

4 - When the lights flash 1, 2, 3 then 4 release the reset button and wait for the unit to boot (5 minutes should do it).

5 - Insert the LAN cable and wait.

Let us know how you get on, 

Kay

[Retired-Andy]

Hi Roger,

I can see your Sure Signal connected to our servers today at 03:22, is everything now working for you?

If not, disconnect the Sure Signal from your router and then reboot the router.

Once it comes back online, connect the Sure Signal back up and reset it by doing the following:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks,

Andrew

[dodlaw]

Andrew

Thanks yoou came just 2 mins after Kay

I think there may be an upload speed problem in my area

NE71 6AL

Roger

[Ben_H]

Hi Roger,

Has this been raised with your ISP in that case? Apologies for the double post above. It looks like our team were busy playing catch up on duplicate posts over the weekend. 😉

Cheers, Ben

[dodlaw]

Not yet as speed to day is now normall BUT
the ss is cycling lights 1 then 1 & 2 then 1 & 3 flashing at 1 second. Cycle while 2 is at 2 second cycle
Also with 1 & 2 steady 3 flashes the back to 1 & 2 steay and nothing else.
From time to time the reset sequence is seen. But still no 3G.

Roger