- last edited on by
Lee
Hi guys,
A few of you to answer here, so for those that need them I'll leave the instructions and procedures at the bottom of the post, or I'll be repeating them way too often!
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notsosure - Thanks for confirming all those tests for me. Can you confirm your IP address for me as well, so we can check that?
Also, can you confirm that the Ethernet lights are showing on the back of the Sure Signal confirming a connection between the device and the internet?
In the meantime, I've performed a re-sync, so if you can do a factory reset then wait an hour or so whilst it reconfigures, you may find this clears the issue.
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iaingibson7 - We don't actually carry the instructions for the various routers on the market. If you can advise exactly what you're unable to do, though, if anyone has experience with how to do it they'll be able to sort this for you. You can also check out the manufacturer's website for their manuals or guidance.
Once we know everything is set up correctly, if the issues persist we'll be happy to jump in.
Once again, I've done a re-sync for you, so please try a factory reset for me and see if that helps.
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SJWS - My first thought was that the box was disabled after the period out of service, but it's still active.
The traceroute results do show hops which look a little longer than ideal, but they should be OK and the speed test is fine. Can you confirm the Ethernet lights are on at the back of the box for me?
I've also tried a re-sync, so please can you try a factory reset for me?
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whm - With this affecting two boxes, the common connection seems the most likely cause of the issue. Can you confirm that the Ethernet lights are showing on the back of the Sure Signals for me? If not, then the change of connection may just have gummed up the works a little, but we'll be happy to help with that.
Can you confirm this new IP address for me so we can check that it is not being blocked?
You may also need to reboot both the router and Sure Signal together to clear both ends of the old connection. Please can you switch both off together, then restart the router, let that reboot fully and the restart the Sure Signal.
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flipper68 - I can see that Simon has done a re-sync for you today, but no sign of a connection yet this afternoon. Given that you may not have been at home to try yet, can you advise if this has helped for you? Once again, you may need a factory reset.
If you are still having issues, please follow the instructions below to confirm the following for me:
- Your IP address
- A traceroute
- A speed test
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billysielu - Yours was also rebooted yesterday. Did you perform a factory reset afterwards? If not, then can you try one now.
Also, can you paste the results of the traceroute and speed test for me, as well as the IP so that we can confirm there are no issues with any of these?
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DanHoll - Looking at your Sure Signal, I can see that you appear to have tried adding the "owner" number, which you don't need to do as it's included automatically.
As it was working before, did anything change about the time this stopped working? Are the Ethernet lights on the back of the Sure Signal still lit?
I've done a re-sync for you, so can you perform a hard reset for me and let the box cycle for you until the lights settle down.
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ackford1977 - Can you confirm the serial number of the Sure Signal for me so we can take a look for you?
Also, can you check the Ethernet lights to confirm an internet connection, and follow the instructions at the foot of the post to provide the following:
- traceroute
- Speed test
- IP address
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david1110 - Can you confirm that your Ethernet lights are lit for me on the Sure Signal, just to confirm it's connecting to the router?
As before, there are a few higher scores on the traceroute but nothing excessive, and the speed test seems to be fine.
Finally for now, given the router change, can I get you to reconfirm the email address for me to be sure we're checking the right one?
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And now, as promised, the instructions for the various checks:
Factory reset of the sure signal
- Hold down the reset button until all the lights show (about 30 seconds)
- Keeping the reset button held down, remove then re-insert the power lead.
- Once all lights display release the reset button.
- The Sure Signal will come online in around 1 hour.
Perform a traceroute:
- 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.
Dave
