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Solution

Solid red light, no other lights

alexsmb
2: Seeker
2: Seeker

Hi,

 

I am getting a solid red light only on a SS3.  An option which isn't covered in your troubleshooting guide (why?!).

 

Results as requested are:

Your speed test results: 6.54
Your ping test results:  195ms
Your external IP address is 217.43.146.25
The results of a traceroute. 

C:\Users\Alex>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.1
over a maximum of 30 hops:

1 250 ms 102 ms 51 ms BTBusinessHub.home
2 156 ms 226 ms 180 ms esr1.edinburgh5.bro

3 215 ms 212 ms 194 ms 217.32.78.13
4 227 ms * 149 ms 213.1.69.74
5 173 ms 100 ms 107 ms 31.55.165.149
6 47 ms 63 ms 60 ms 31.55.165.107
7 92 ms 83 ms 125 ms 109.159.250.54
8 188 ms 168 ms 168 ms core1-te0-13-0-15.e
250.34]
9 316 ms 217 ms 192 ms peer2-xe0-0-0.teleh
54.102]
10 125 ms 216 ms 191 ms t2c3-xe-0-1-2-0.uk-
6]
11 629 ms 82 ms 79 ms 166-49-211-254.eu.b
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.


Your Sure Signal serial number: 
40132327327

It hasn't worked since autumn 2013.  Can you get back to me?

 

Thanks,

 

Alex

2 REPLIES 2

grolschuk
Community Champion (Retired)
Community Champion (Retired)

Did anything change back in Autumn, such as a broadband change, or a new router?

 

Hopefully the tech guys can take a look at the serial number to see if there is anything wrong with the setup to stop it from working.

The traceroute has a rather high ping time on the last hop, but that could have just been a blip, everything else looks ok.

 

One other challenge that you may have is that after a period of time of not contacting the servers, it will de-register itself, i'm not sure how long that is but better to try and get things up and running sooner rather than later.

Retired-Andy
Moderator (Retired)
Moderator (Retired)

Hi alexsmb,

 

Your Sure Signal last connected to our servers on 20 March.

 

Your ping test at 195ms, is very close to the maximum allowed.

 

On your traceroute, there are some very high pings showing.

 

On hop 4, if the average across the 3 figures is greater than 200ms, the connection to our servers will drop.

 

Re-run the traceroute to see if the figures change for the better.

 

Also, can you run a speed test here so we can see both upload and download speeds?

 

If the traceroute gives the same results, there may be an issue with your internet connection.

 

You’d need to speak with your ISP (Internet Service Provider) and ask them to check it for you.

 

Thanks,

 

Andy