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Solution

SS3 not conecting - resync required?

crazystick
2: Seeker
2: Seeker

This morning my SS3 is not able to connect. The power light is solid red, and the internet light is flashing. I have confirmed that it has an IP address from my local DHCP server and I can ping it. I don't think it is my firewall, as it was working fine yesterday. Diagnostic details:

 

Serial no - 40132320983

Speedtest - ping 112ms, dl 4.92Mbps, ul 0.05Mbps

Pingtest - 433ms

External IP - 149.155.35.171

Traceroute - 

 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 10.50.0.1 (10.50.0.1) 8.566 ms 1.281 ms 1.174 ms
2 149.155.35.174 (149.155.35.174) 1.584 ms 1.728 ms 1.515 ms
3 149.155.39.2 (149.155.39.2) 4.971 ms 2.580 ms 3.959 ms
4 uok-c-at-3-0-0.kentman.ac.uk (212.219.171.17) 2.412 ms 2.784 ms 2.097 ms
5 - 12 * * *
13 uok-c-pc-2.kentman.ac.uk (212.219.171.110) 11.293 ms 8.677 ms 3.410 ms
14 ic-wye-pc-2.kentman.ac.uk (212.219.171.109) 3.453 ms 6.614 ms 3.320 ms
15 ae0.londpg-sbr1.ja.net (146.97.41.69) 5.160 ms 25.819 ms 5.278 ms
16 ae30.londtw-sbr1.ja.net (146.97.33.6) 5.597 ms 5.244 ms 5.380 ms
17 ae29.londtn-sbr1.ja.net (146.97.33.10) 16.702 ms * 15.959 ms
18 ae0.lond-gw-ixp4.ja.net (146.97.35.182) 9.862 ms 5.661 ms 7.566 ms
19 lndgw2.arcor-ip.net (195.66.224.124) 6.372 ms 21.361 ms 6.024 ms
20 85.205.116.14 (85.205.116.14) 6.747 ms 7.118 ms 6.621 ms
21-64 * * *

1 ACCEPTED SOLUTION

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi carzystick

 

Thanks for coming back to us. I've give the SS a re sync can you perform a factory reset and let me know if that brings it back to life?

 

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

 

The Sure Signal will be back online in around 1 hour.

 

Let me know how you get on.

 

Thanks

 

Sukhi

View solution in original position

5 REPLIES 5

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi crazystick,

 

Everything looks fine with the registration but I do see a few problems with the tests that you’ve done.

 

The pingtest is very high and should be below 200ms and you’re upload speed also is too low.

 

The upload speeds needs to be 0.36Mbps or higher.

 

I’d speak with your internet provider about these.

 

James

OK I was testing on WiFi on Friday, I have repeated the test with a cable this morning, the new results are:

 

speedtest d/l: 6.79 u/l 0.75

pingtest: 11ms

 

Of course the SS is connected with a cable.

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi carzystick

 

Thanks for coming back to us. I've give the SS a re sync can you perform a factory reset and let me know if that brings it back to life?

 

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

 

The Sure Signal will be back online in around 1 hour.

 

Let me know how you get on.

 

Thanks

 

Sukhi

Thanks - fixed after resync and reset. 

Hi crazystick,

 

That’s great news, thanks for the update :smileyhappy:

 

Thanks,

 

Andrew