Hi Guys,
My apologies for the delay in responding to you however I have been out of the office for 3 days and Lee has been handling most of the Sure Signal queries on the eForum single handed during this time.
However please find a response to everyone below;
@ mikebilsland, I can see in the two different threads that you have posted in that you have said that you are getting different issue, please can you confirm if you are still getting power light only or if you are getting power light only and flashing system light?
Also can I ask when you reset your sure signal, did you leave this switched on and connected to the router (switched on) for over 24 hours or was this switched off during this time?
@ Markylew, Your Sure Signal has been re-synced, please can you reset your Sure Signal and let me know your IP address if you are still having issues.
@ PaulHennessy, I have checked your IP range and can confirm that this is on the white list. I have also checked the Serial number and can see that there has not been a connection to the server from the sure Signal.
Due to this I have re-synced your Sure Signal today, please can you do a reset on the Sure Signal in one hour and leave this connected for the next 24 hours to update and connect.
If you are still having issues at this point please let me know.
@ Kieronf, from what you have said you issue is different to a lot of users on this thread as your Sure signal is downloading all of the updates which is why you will see the changes in light sequences.
Once this is completed your Sure Signal should then come back to life.
Please do not reset your Sure Signal whilst this is happening as it will start the process over again, if you have returned to the single power light only please let me know so that we can move forward with this for you.
@ MrDerp, I can see the IP range in our white list however your Sure Signal is yet to make an initial connection with our Server, please can you check the physical cable connection with the router and also confirm that all of the correct ports have been opened?
@ fazzerme, I’m glad to see that your Sure Signal is up and running, ideally we would like the Sure Signal to work straight away with every router and every ISP possible however, due to the amount of different combination this isn’t possible however the installation process will be looked at for future releases.
@ rickwakeham, I have checked the details that you have provided and everything looks fine other than your IP address however, before sending this over to our support teams please can you double check what you have given us by getting your IP address from here.
@ bigtony726, I’m pleased to see that your Sure Signal is now working.
@ Bennybeige, Your Sure Signal has been registered however it hasn’t made a connection with our Server and I can see that the IP range is on the white list.
Can you confirm what light sequence you are seeing?
Also have you been through the port forward settings on the new router?
@ Paulgp2000, please can you try to de-register your Sure Signal, leave for 24 hours and register this again giving a further 24 hours for the Sure Signal to initiate.
@ jimmer409, I have re-synced your Sure Signal today, please can you give this an hour and if you are still having issue perform a reset on your Sure Signal.
Once done leave activated for 24 hours and let me know how you get on.
James
I have opened the following ports on the firewall (as advised by Vodafone). These ports are assigned to an access rule that allows access to any external IP address (I will limit to specific IP addresses once this issue has been resolved). I have also checked the physical connection and confirm that there are no problems.
| SureSignal | 50 | TCP |   | |
| SureSignal | 4500 | UDP | | |
| SureSignal | 500 | UDP | | |
| SureSignal | 123 | UDP | | |
| SureSignal | 8 | TCP |
|
Are there any most tests that I can do? This is extremely frustrating - how would somebody without a technical background be able to resolve this when we're struggling?!
