Sure Signal not loading after reset

[schnof]

tried re-syncing sure signal box and after a couple days tried again.

This has come about because of an Iphone 5 being purchased and now have no suresignal service at all.

I have a type 1 sure signal box

The lights sequences are as follows:

1 and 2 one then off

then 2 comes on, then 1 and 3 come on, then 3 goes off followed by light 1.

I've followed the instructions a few times but no luck to get it back online.

the device on my network is responding to pings but doesn't seem to be loading, all my other computers and wireless devices are working and using the internet.

Any suggesstions would be welcome to the sure signal back online.

Regards

Andrew

[Retired-James]

Hi schnof

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

James

[schnof]

information as requested

serial number 21224665659

Packet loss 0%

Ping 12 ms

jitter 1ms

18.21mbps download

0.93 mbps Upload

external 86.169.73.4

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1  4294967294 ms  4294967294 ms    <1 ms  READYSHARE [10.55.130.1]

  2    10 ms     6 ms     6 ms  217.32.146.65

  3     9 ms     6 ms     6 ms  217.32.146.110

  4    10 ms     9 ms     7 ms  217.32.147.194

  5     7 ms     7 ms    10 ms  217.41.168.49

  6    10 ms     7 ms     7 ms  217.41.168.107

  7    10 ms     7 ms    10 ms  acc1-10GigE-0-7-0-4.l-far.21cn-ipp.bt.net [109.159.249.74]

  8    13 ms    12 ms    12 ms  core2-te0-7-0-16.faraday.ukcore.bt.net [109.159.249.9]

  9    60 ms     8 ms    14 ms  peer1-xe8-0-1.telehouse.ukcore.bt.net [109.159.254.175]

 10    11 ms     8 ms     9 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    12 ms     8 ms     8 ms  85.205.116.2

 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.

 regards

Andrew

[Ben_H]

Hi schnof,

Thanks for posting the details we needed. If you've had an iPhone 5 upgrade and moved SIM cards, the fastest way to get this up and working again is to de-register and re-register the unit. This sets up a fresh profile for the replacement SIM for that number.

I've pushed a manual synchronisation through for you instead from this end so just reset your Sure Signal and leave it for an hour to come back online.

Cheers, Ben

[schnof]

hi,

Unfortunately the suresignal is still not loading, after following instructions.

the light sequence is still 1 and 2 on, then off, then 1 and 3 and then 2.

There is no restriction for outgoing traffic from within my home network on the internet the box was working until I had to reset box to make available for new IPhone 5 😞

The box doesn't seem to be trying to load so I can only guess that the box is in a unknown state.

Regards

Andrew

[Retired-Andy]

Hi Andrew,

I’ve checked the Sure Signal serial number and it’s showing as active but that it’s not connected to our servers since 21 November 2012.

I’ve taken another look at your traceroute and the times for hop 1 are huge. An average value above 200ms will cause the connection to drop.

Also, the IP address (10.55.130.177) seems to be a corporate IP, can you let me know where the Sure Signal is being used?

Once we have this extra information, it’ll help us narrow down the cause.

Thanks,

Andrew

[schnof]

10.55.130.xxxx is the address range that I use at home, I run my own network and I use the 10.55.130 range.

I guess the 10.55.130.177  is the address of the suresignal equipment.

Ok the inital hop I may be able to improve that, that is my broadband router, which essentially may need to tweak with the information you gave me, I don't normally have any problems browsing the web, maybe I need to set a static route for the suresignal box ?

Andrew

[schnof]

I decided to do the tracert again and heres the results

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  READYSHARE [10.55.130.1]

  2    11 ms    17 ms     6 ms  217.32.146.65

  3    11 ms     6 ms     6 ms  217.32.146.94

  4    19 ms     7 ms    13 ms  217.32.147.194

  5    12 ms    12 ms    12 ms  217.41.168.59

  6    23 ms     8 ms    25 ms  217.41.168.107

  7     7 ms    13 ms    12 ms  acc1-10GigE-0-2-0-5.l-far.21cn-ipp.bt.net [109.159.249.99]

  8    12 ms    16 ms    15 ms  core1-te0-15-0-7.faraday.ukcore.bt.net [109.159.249.37]

  9    13 ms    12 ms    13 ms  peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.254.181]

 10    16 ms    16 ms    15 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    14 ms    14 ms    14 ms  85.205.116.6

 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

Andrew

[Retired-Dave]

Hi schnof,

That is a much better Traceroute!

For legal reasons Sure Signals can only work on UK IP addresses. This is why yours is causing issues - it shows no specific country. I can see if we can get it added to the Whitelist, but I'll be honest and say that it may not be possible.

We'll let you know when we hear back.

Dave

[schnof]

my 10.55.130.xxx range is a non-routable  ip address range used by corporate yes, but can be used like my self for my own home network, this real address is the ip address that begins 86.xxx.xxx.xxx  is a BT address, the 10.55.130.xxx is my private  and my netgear 600 does the network address translation.

I personally think the sure signal box has got scramble after too many resets, as I havent had a problem till now !!!

Andrew