Sure Signal 3 only connects to phone after airplane mode

[attic]

My suresignal works, but does not connect automatically to our iphones.  All lights are on and it has been reset etc a few times recently to try to solve this.

Every day, when we are in range of the SS, we need to put our phones into airplane mode to turn off 3G, then when we take it out of airplane mode the phone connects to the SS and all works fine.

If we go out of range and pick up a mast signal, the phone will not reconnect to SS until we put it into airplane mode (or turn it off and back on again).

What can we do to fix this?

thanks

[Retired-Simon]

Hi attic

Thanks for your post.

It sounds like you have an issue with handover from the network to the Sure Signal.

Have you always had this issue? How long has this been going on for?

Thanks

Simon

[attic]

THanks for the reply.

It has been doing this since I got the Suresignal.

[Retired-Andy]

Hi attic,

Do you have any apps on your phone that run in the background?

If you do, your phone won’t be able to switch to the Sure Signal when there’s an open data connection.

Switching to airplane mode will cancel any active data connections.

This would explain why, when you change to airplane mode and back again, the phone can connect to the Sure Signal.

Thanks,

Andy

[attic]

what type of apps would do that?

Of course I have apps on the phone, like audible, itunes, etc - but these are not using a 3G data connection...

[Retired-Andy]

Hi attic,  

There may be an app that’s set to use the network rather than 3G.

If it’s running when you get home, this would prevent the phone switching to the Sure Signal.

The only way to check would be to close each app individually.

Thanks,

Andy

[attic]

I'm not sure this is the issue.

It connected OK yesterday and first thing this morning, without me doing anything.  Then the connection dropped off and I can't get it back again.

I've shut down every app and turned airplane mode on and off, but it wont connect.  First 3 lights on SS are all on steady.

As a last resort, I turned the phone off and back on again.  But still no connection.

Nothing changed since yesterday...

[Retired-Andy]

Hi attic,

The lights you’re seeing show that the Sure Signal is ready to take calls.

Try a factory reset to see if this helps:

• Find the button on the base of the unit 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 come online in around one hour

If it doesn’t, we’ll need some more details to be able to investigate.

Can you provide the following please:

Your Sure Signal serial number.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

VSS Traceroute command

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.

Thanks,

Andy

[attic]

I've done the reset and it made no difference.  I've also tried this multipple tiimes over the last few week.  (By the way, why on this forum do you guys always say to hold the button until the lights come back on - they don't come back on, no matter how long you hold the button on a V3 - at least on mine they don't).  

Serial Number is 40134908843

Speed test is 2.4Mbps down and 1.6Mbps Up

Ping is 46ms with 2ms jitter B* rating

IP 77.89.188.210

Tracert:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops

 1     <1ms     <1ms     <1ms     10.4.30.1

 2       *              *            *         Request timed out.

 3       *              *            *         Request timed out.

 4       *              *            *         Request timed out.

 5       *              *            *         Request timed out.

 6       *              *            *         Request timed out.

 7       *              *            *         Request timed out.

 8       *              *            *         Request timed out.

 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.

[Retired-Andy]

Hi attic,

Your speed test and ping test are fine.

Your IP address is on our whitelist, so no problems there either.

Your traceroute doesn’t seem to go past your router, is your Sure Signal used at home or work?

Check to make sure that the following ports are open/forwarded on your router:

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

If they are, try a different cable between your router and Sure Signal.

If this doesn’t help, try the Sure Signal in a different location, such as a family member or friend.

Andy