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12-08-2013 06:42 PM
Hi
My Version 1 SS needs some attention from the network side. I've reset and factory reset several times over the past couple of weeks. I can see the SS establish IPSec tunnel to VF and there is some traffic being carried but no signal comes on.
This has been like this for roughly six weeks now.
Number: 253112320
MAC: 00:0e:59:18:C5:C4
Serial: 2119 6943 746
Solved! Go to best answer.
19-08-2013 08:14 AM
Hi Andy,
Thanks for the information; the serial number is correct so I don’t know what happened there.
Your IP address is on our whitelist and there’s no problem with your ping test or speed test.
Your Sure Signal connected to our servers this morning at 02:25, are you still unable to get a signal from it?
To make sure it’s as up to date as possible, I’ve just performed a resync for you.
To make sure the resync completes, can you perform a factory reset:-
Let me know how you go on.
Thanks,
Andrew
13-08-2013 07:26 PM
Hi aurar,
Te serial number you've provided doesn't appear to be correct, so can you reconfirm that for me?
Please also take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.
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.
This will help us get the quickest possible resolution for you.
Dave
16-08-2013 05:45 PM
Hi Dave
I've attached a photo of the label . . .
It *is* connected to your Security Gateway.
Speedtest: Ping: 35ms, Down: 3.32M Up: 0.34
Ping Test: Ping: 24ms, Jitter: 4ms, Packet Loss: 0
External IP: 80.176.85.138
Traceroute:
1 <1 ms <1 ms <1 ms 192.168.42.1
2 28 ms 28 ms 28 ms anchor-hg-3-lo100.router.demon.net [194.159.161.34]
3 33 ms 28 ms 30 ms no-dns-yet.demon.co.uk [194.217.23.33]
4 28 ms 29 ms 29 ms gi4-0-0-dar4.lah.uk.cw.net [194.159.161.78]
5 29 ms 28 ms 29 ms xe-11-1-0-xur1.lns.uk.cw.net [193.195.25.34]
6 30 ms 31 ms 29 ms xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
7 28 ms 30 ms 29 ms ae0-xcr1.lnt.cw.net [195.2.30.6]
8 44 ms 45 ms 42 ms vodafone-gw1.cw.net [195.59.77.26]
9 43 ms 42 ms 43 ms 85.205.116.10
Regards
Andy
19-08-2013 08:14 AM
Hi Andy,
Thanks for the information; the serial number is correct so I don’t know what happened there.
Your IP address is on our whitelist and there’s no problem with your ping test or speed test.
Your Sure Signal connected to our servers this morning at 02:25, are you still unable to get a signal from it?
To make sure it’s as up to date as possible, I’ve just performed a resync for you.
To make sure the resync completes, can you perform a factory reset:-
Let me know how you go on.
Thanks,
Andrew
20-08-2013 08:05 PM
Hi
A very long hour but, some time up to 24 hours after the reset, signal is at long last back again.
Thanks for your help