Hi Guys,
Thanks for all of your posts here.
@ saabirsa, I’m pleased to see that this is working again for you.
@ eberend, Although the traceroute looks fine the ping results are very worrying as all of the steps have timed out.
However, this can be caused by a few issues such as not having your router set to connect via PPPoA, not having the MTU set to 1500 in the router settings, having a firewall in the router that stops the connection or not having the correct ports open.
I would recommend checking these first and confirm that everything is allowed and set up correctly.
Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.
The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com
Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26
Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP
Port 8 - TCP/IP
Port 1723 (BT Customers only) - TCP/UDP
Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191
Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.
Check your MTU settings
Log into your admin page for your router
Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.
Change the value of the MTU size to 1500
Log out of the router, this will usually result in a reboot.
Perform hard rest of the VSS unit by
Hold in the reset button until all the light go solid
Pull the power lead out with the reset button still pushed in
Continue to hold down the reset button and reconnect the power lead
Wait for all of the lights to come on the release the reset button
The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.
Once done you may also need to restart your router to initiate any changes made.
@ barbariq, I can confirm that the registration has gone through and the IP range is not blocked however your Sure Signal still hasn’t made a connection to our server.
To be honest if you have followed all of the steps on page one and you are still having issues it could mean that there is a compatibility issue with your router.
Can I ask if you are able to test the Sure Signal on a different internet connection with a different router to identify if it is a Sure Signal or ISP issue?
@ johnwynd, Thanks for your post here.
So that we can look at this in more detail please can you let me know the Sure Signal serial number and the results of the following;
Traceroute.
On a PC / Laptop :
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.
@ hotjamesall, everything looks fine with the traceroute however it is odd that the ping is timing out, please can you confirm your new serial number so we can check the registration for you.
James
James,
Please find the info requested:
SureSignal Serial #: 40114501808
Speedtest results:
Pingtest results:
Tracert:
Tracing route to 212.183.133.177 over a maximum of 30 hops
1 3 ms 3 ms 3 ms 192.168.1.254
2 12 ms 13 ms 9 ms 9.9.9.9
3 12 ms 8 ms 8 ms gi0-1.callflow-me19.router.enta.net [188.39.28.1
29]
4 20 ms 23 ms 19 ms 256.gi6-2.columbo.core.enta.net [188.39.26.113]
5 12 ms 12 ms 18 ms te2-1.interxion.core.enta.net [78.33.141.5]
6 19 ms 14 ms 14 ms te4-2.telehouse-east.core.enta.net [87.127.236.1
37]
7 21 ms 19 ms 16 ms LNDGW2.arcor-ip.net [195.66.224.124]
8 15 ms 21 ms 18 ms 85.205.116.2
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 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
C:\Users\Administrator>
That tracert doesn't look good?
Thanks
Hi Dingus,
It is strange to see it dropping off every couple of days although it’s not unheard of however, to make things easier please can you repost your serial number for us so we can see what is happening on this side for you.
@ barbariq, the Sure signal still hasn’t made a connection tour server, can you confirm that you have gone through the post forwarding instructions for the new router?
@callmechar, all of the setup, traceroute, ping test, speed test and IP address are fine.
Please can you check the port forwarding instructions here and let me know if you notice any difference.
@ matt1147, I’m pleased to see that everything is up and running again for you.
James
Hi folks, recieved my new sure signal a couple of days ago but ive got the solid power light only.
my isp is virgin media and my router is a Netgear WNR2200 which when I tried to set up port forwarding I discovered you cannot forward port 123 !
So I have the sure signal wired between the modem and the router so that port forwarding should not be required.
Ive been thru the fault finding guide and its still the same , de-registered and registered , factory reset , rebooted modem, router , ss and still the same. Waited well over 24hrs.
ss serial number - 40120544388
external ip address - 92.236.11.254 (at the moment, non static ip)
Trace is
Tracing route to 212.183.133.177 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms 192.168.1.1
2 7 ms 8 ms 7 ms 10.132.56.1
3 12 ms 11 ms 10 ms grth-geam-1a-v705.network.virginmedia.net [81.97.51.174]
4 11 ms 9 ms 8 ms sgyl-core-1a-tenge72.network.virginmedia.net [62.30.251.45]
5 9 ms 9 ms 10 ms sgyl-core-2a-ae2-0.network.virginmedia.net [195.182.178.90]
6 14 ms 14 ms 13 ms manc-bb-1c-ae6-0.network.virginmedia.net [81.97.48.77]
7 14 ms 13 ms 20 ms manc-bb-1b-ae6-0.network.virginmedia.net [213.105.159.89]
8 18 ms 19 ms 19 ms nrth-bb-1a-as3-0.network.virginmedia.net [213.105.64.21]
9 22 ms 22 ms 20 ms nrth-tmr-1-ae1-0.network.virginmedia.net [213.105.159.30]
10 32 ms 36 ms 33 ms fran-ic-1-as0-0.network.virginmedia.net [62.253.185.81]
11 37 ms 37 ms 57 ms FFMGW4.arcor-ip.net [80.81.193.117]
12 226 ms 60 ms 60 ms 92.79.213.133
13 59 ms 55 ms 52 ms 92.79.213.154
14 48 ms 51 ms 54 ms 85.205.116.14
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.
Trace complete.
Any ideas ??
THanks
Kev
