Sure Signal Will not connect

[Doffie]

The issue you’re experiencing:

 The device will not connect. I have tried resetting several times

What light sequence you're seeing:

Power light Flashing

Network Light permenant on (Amber light)

In Use light permenant on (Amber light)

Your speed test results from here.

Down 87Mb/s

UP 85Mb/s

Your external IP address from here.

64.47.31.97

Your Sure Signal serial number:

42165054158

The results of a traceroute.

C:\Windows\system32>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 12 ms 4 ms 2 ms 192.5.82.1
2 70 ms 70 ms 70 ms 10.249.249.1
3 70 ms 70 ms 70 ms 10.249.249.2
4 71 ms 70 ms 70 ms host-64-47-128-95.masergy.com [64.47.128.95]
5 70 ms 70 ms 70 ms 7-1-8.ear3.NewYork1.Level3.net [4.15.212.185]
6 * * * Request timed out.
7 86 ms 75 ms 70 ms telia-level3-10.NewYork1.Level3.net [4.68.110.82
]
8 70 ms 71 ms 70 ms nyk-b6-link.telia.net [62.115.138.149]
9 70 ms 70 ms 71 ms vodafone-ic-309691-nyk-b6.c.telia.net [213.248.1
00.46]
10 138 ms 138 ms 138 ms ae0-xcr1.nyh.cw.net [195.2.25.70]
11 138 ms 138 ms 138 ms ae3-xcr1.slo.cw.net [195.2.28.170]
12 138 ms 138 ms 138 ms ae12-xcr1.bkl.cw.net [195.2.31.197]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * ^C
C:\Windows\system32>

[Becca_P]

@Doffie

Thanks for providing us with your trace route.

From seeing your lighting sequence the Sure Signal is unable to connect to our network due to your internet service provider (ISP).

You'll need to contact your ISP and explain to them you're trying to set up the device. Tell them the issue is with the VPL tunnel and the IP sec is being blocked or fragmented by an internal file or server in the network.

After ringing your ISP if the connection still fails, unfortunately it's not compatible with our Sure Signal.  In this instance, please ensure to return the device within the 30 day period for a full refund.