Sure Signal V3 phones drop off after a couple of days

[rppennington]

Hi,

I have an issue with a brand new V3 Sure Signal which registered fine and all the configured phones (iPhone 4 and 4s) worked OK.

Users had been out of the office for a couple of days and when they came back in the phones didn't connect to the Sure Signal although the lights on the front are normal.

The only way I can get the phones connected again was to reset the Sure Signal. Come back after the weekend and have the same issue.

Any help appreciated.

Richard.

[Retired-Matt_Vo]

Hi 

Please 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.

Your Sure Signal serial number:

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.

Thanks

Matt
Moderator

[rppennington]

Thanks Matt,

I did read the troubleshooting guide first 🙂

Speedtest: 36.92Mbps download; 8.08 Mbps upload

Pingtest: Ping 16mS, Jitter 1mS, Packet Loss was blocked but I dont see any when I ping using the command prompt to Microsoft.com.

Public IP: 81.142.189.190

Serial:40131970622

Tracert has failed to connect to but response attached:

[rppennington]

Incidentally the lights have changed to flashing red power and amber signal and phone with no cloud indication.

[Sukhi]

Hi rppennington

Thanks for providing the details. Traceroute looks fine, the IP address is on the whitelist.

The Sure Signal last made contact with our servers yesterday at 19:37, I’ve given it a re sync you just need to factory re-set to complete the process. 

Factory Reset

• Locate the button on the base of the box 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 1 hour.

Let me know how you get on :).

Thanks

Sukhi

[rppennington]

Thanks Sukhi,

I will let you know how we get on. The resynch last week sorted the problem at the time but it lost the connection again.

Richard.

[rppennington]

Hi,

We have dropped off of the Sure Signal again this morning. The lights are normal on the front but none of the phones have connected to it.

Richard.

[Retired-James]

Hi rppennington,

I have re-synced the Sure Signal for you again today, however when you notice this happening could you try and do a quick speed test?

We need to try and see why it keeps dropping off.

James

[rppennington]

Hi,

I have reset the unit again so assume it will come up soon.

I have checked the speed on several occasions and it is always around 32Mb download and 7-8Mb upload, the quality of the service is good on Infinity (we use a web application which is connection sensitive and this works fine).

Are there any specific ports that the service uses that we can ensure is open on our firewall? We are IT and network engineers so if you can explain what you are seeing when it drops off and what services it is using we may be able to diagnose from our end.

Thanks

Richard.

[rppennington]

Hi,

It would also be useful if we could have a 2nd unit to try and see if we get the same issue.

Richard.