cancel
Showing results for 
Search instead for 
Did you mean: 
1

Ask

2

Reply

3

Solution

Sure-Signal Reset needed

aurar
2: Seeker
2: Seeker

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

1 ACCEPTED SOLUTION

Retired-Andy
Moderator (Retired)
Moderator (Retired)

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:-

 

  • Hold down the reset button until all the lights show/flash (about 30 seconds)
  • Keeping the reset button held down, remove then re-insert the power lead
  • Once all the lights display, release the reset button
  • The Sure Signal will come online in about an hour

 

Let me know how you go on.

 

Thanks,

 

Andrew

View solution in original position

4 REPLIES 4

Retired-Dave
Moderator (Retired)
Moderator (Retired)

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

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

Retired-Andy
Moderator (Retired)
Moderator (Retired)

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:-

 

  • Hold down the reset button until all the lights show/flash (about 30 seconds)
  • Keeping the reset button held down, remove then re-insert the power lead
  • Once all the lights display, release the reset button
  • The Sure Signal will come online in about an hour

 

Let me know how you go on.

 

Thanks,

 

Andrew

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