Ask
Reply
Solution
06-10-2010 04:31 PM - last edited on 14-07-2014 04:50 PM by Jenny
This issue presents the following symptoms:
For version 1 Sure Signal (the one with four lights on the front):
For version 2 Sure Signal (the one with 3 lights on the front):
For version 3 Sure Signal (the plug in version):
Troubleshooting steps:
Check that your broadband connection meets our minimum requirements.
Please run the broadband speed checker.
If your connection fails any part of the test, this indicates an issue with your Internet Service Provider (ISP) and you’ll need to contact them to discuss this.
Your connection speed will vary throughout the day, so we recommend running it at various times to get an accurate reading.
To ensure the Sure Signal broadcasts at the correct frequency, it sends and receives small amounts of data to a Network Time Protocol Server hosted by ourselves. If these packets of data take longer than 240ms to make a round-trip, the accuracy can no longer be ensured and so the Sure Signal will automatically stop broadcasting and light four will go out.
Check for planned maintenance.
Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.
Reset your Sure Signal:
The Sure Signal will be back online in around 1 hour.
Configure your Router Firewall.
The IP address and ports used for NTP (Network Time Protocol) synchronisation are listed below. You may need these to configure the correct firewall settings on your router.
This step isn’t usually necessary, but it may help if you’re using a complex network (such as a corporate or office LAN), or a complex router.
We recommend contacting your ISP or router manufacturer directly for detailed instructions on exactly how to change your router settings. Alternatively, select your router make and model over at http://portforward.com and follow the default guide there.
Destination IP addresses:
Please note that in the list of IP addresses above, the notation "212.183.131.128/26"means the entire range of IP addresses between 212.183.131.128 and 212.183.131.191
Perform a PathPing to our server.
In order to check if the Sure Signal's able to communicate with our NTP server, a PathPing can be performed as a test. In order to do this, you'll need to open the command prompt in Windows as follows:
Once you're in the command prompt, type in PathPing 212.183.133.181. This will perform a trace route to the NTP server and will show you the route it took to get there. One of the columns will display packet loss, if this occurs before hitting our server, you'll need to contact your ISP for further assistance.
If you've completed all the troubleshooting steps above and not identified the cause of the issue, your Sure Signal may be faulty. Please post in this thread and we can look into it further.
Thanks,
Jenny
Solved! Go to best answer.
15-01-2014 03:38 PM - edited 15-01-2014 05:15 PM
Hello
serial number 21224717989 version 1
the sure signal stopped working a few days ago after a lont internet outage (2 hours), presented with only light 1 flashing.
I have done a little troubleshooting and have now manged to get to light 1 and 2 solid.
how is it looking from your end?
Internet speed >5 Mbps ping normally <55ms.
pathping
C:\WINDOWS\system32>pathping 212.183.133.181
Tracing route to 212.183.133.181 over a maximum of 30 hops
0 XPS-M133064BIT.int.hillblock.com [192.168.1.104]1 WRT54GL [192.168.1.251]2 192.168.1.2503 losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]4 no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]5 ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]6 ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]7 ldngw1.arcor-ip.net [195.66.224.209]8 85.205.116.149 * * *Computing statistics for 200 seconds...Source to Here This Node/LinkHop RTT Lost/Sent = Pct Lost/Sent = Pct Address0 XPS-M133064BIT.int.hillblock.com [192.168.1.104]0/ 100 = 0% |1 1ms 0/ 100 = 0% 0/ 100 = 0% WRT54GL [192.168.1.251]0/ 100 = 0% |2 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.2501/ 100 = 1% |3 44ms 2/ 100 = 2% 1/ 100 = 1% losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]0/ 100 = 0% |4 45ms 1/ 100 = 1% 0/ 100 = 0% no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]0/ 100 = 0% |5 46ms 1/ 100 = 1% 0/ 100 = 0% ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]1/ 100 = 1% |6 54ms 2/ 100 = 2% 0/ 100 = 0% ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]0/ 100 = 0% |7 54ms 2/ 100 = 2% 0/ 100 = 0% ldngw1.arcor-ip.net [195.66.224.209]98/ 100 = 98% |8 --- 100/ 100 =100% 0/ 100 = 0% 85.205.116.14
Trace complete.
Can you see the sure signal from your end?
Thanks in advance
IAn
FIXED
Came back about an hour later and it is working OK
Don't you just hate it when that happens
Ian
11-09-2012 06:46 PM
Excuse my thickness - what is WCDMA???
11-09-2012 12:13 PM
Sky have an IP range with a 2. address
29-08-2012 08:19 PM
Hi I have followed all troubleshooting points and still not dropped back in. Just sits on two green solid lights. Any help would be appreciated.
29-08-2012 08:28 PM
Hi Mylo6224,
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
Andy
Moderator
11-09-2012 07:13 PM
looks like I have the same issue, We have 2 iPhone 4s and neither of them are picking up a 3G signal since this morning.
Anyone had any joy from vodafone yet. I cant find any posts stating they have an issue or there is any maintenance yet!!
11-09-2012 07:21 PM
I hope you are not holding your breath there waiting for an answer!
We've got an iPhone 4S, iPhone 3GS and a new iPad and neither of them are picking up 3G
11-09-2012 07:25 PM
My Sure Signal just went off...flashed a bit..Now back working fine
11-09-2012 08:29 PM
11-09-2012 08:59 PM
11-09-2012 10:17 PM
RIGHT
Mine has been off since Friday night
Have contacted techies via direct chat and conducted the ISP checks ( BT just laughed due to AMOUNT OF PEOPLE THEY ARE BEING INUNDATED WITH, ASKING THE SAME QUESTIONS !!!!!!!!!!!!)
MY SPEEDS PORT SETTINGS EVERYTHING IS FINE
I have contacted Customer services on the phone ( BT LANDLINE OBVIOUSLY) 3 times now
Been fobbed off with the same Bull all 3 times ( Its you ISP, I'll do a resync, do a factory reset......)
My speed are fine
my ports are fine
i was told last night that it was a VODAFONE PROBLEM it will be fine in the morning
Nothing again today apart from a text Questionaire ( at work of course as NO SIGNAL AT HOME) asking how satisfied I was with Vodafone
I wont use the language that expresses my satisfaction on this forum
Called again tonight ( FR|OM MY LANDLINE OF COURSE)
and was told ahhhh yes the problem is resolved, resyncing, wait 2 hours reset the Box and your router and it will "I promise " work
Um yeah right
What is going on please?
My user name gets nowhere near expressing my displeasure and my imminent departure from Vodafone for ever unless this is SORTED