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

Ask

2

Reply

3

Solution

Sure Signal v1 stopped working

jamesrobinson2
4: Newbie

Hi there,

 

My SS v1 has just stopped working, after months of uninterrupted service.  I have followed all of the steps in the troubleshooting thread.  The power light flashes continuously, without ever moving on to the next stage of setup.  I have tried deregistering and re-registering the SS too.

 

SureSignal id: 21231323144

Speed test results from speedtest.net: http://www.speedtest.net/my-result/3363823904

Ping test results: http://www.pingtest.net/result/94514426.png

IP: 86.185.187.159

Tracert output:

 

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 4 ms 2 ms 2 ms api.home [192.168.1.254]
2 12 ms 8 ms 8 ms 172.16.11.6
3 * * * Request timed out.
4 12 ms 7 ms 8 ms 217.41.216.45
5 10 ms 18 ms 8 ms 217.32.147.218
6 8 ms 7 ms 9 ms 217.41.168.247
7 9 ms 8 ms 9 ms 217.41.168.109
8 14 ms 9 ms 11 ms acc2-10GigE-0-1-0-5.l-far.21cn-ipp.bt.net [109.159.249.210]
9 14 ms 18 ms 13 ms core2-te0-15-0-4.faraday.ukcore.bt.net [109.159.249.153]
10 9 ms 10 ms 8 ms peer2-xe8-0-1.telehouse.ukcore.bt.net [109.159.254.179]
11 9 ms 8 ms 9 ms 166-49-211-190.eu.bt.net [166.49.211.190]
12 8 ms 8 ms 12 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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 * *

 

Thanks,

 

James.

73 REPLIES 73

Hi Gemma,

 

That link includes only 'a minimum of 1Mbps download speed', is there anywhere anything more technical as your colleague is suggesting that there is a problem with the connection to Vodafone servers via my ISP.  I will need more information than a speed requirement to make this a meaningful conversation.

 

Secondly, your colleague also said that as the SS cannot contact your servers, the update couldn't be received.  I will leave the thing plugged in and not reset it again, but I don't feel like we're getting any closer to a resolution.

 

James.

Hi James,

 

When you call your ISP’s tech team, you can advise them that you’ve got all the right posts open and IP addresses allowed.

 

Also mention that your ping test doesn’t reach our servers.

 

Are you able to re-run the traceroute but use 212.183.133.181 as the destination address.

 

Also, if you do use a different location, you’ll need to leave the Sure Signal plugged in whilst it completes the set up process.

 

 

Hi mikekillingley,

 

I’m sorry that your previous post wasn’t replied to.

 

Looking at your traceroute, it’s fine.

 

I’ve taken another look at your ping test, and the 88% packet loss that you’re getting.

 

This may explain why your Sure Signal isn’t working.

 

Can you check that the MTU (Maximum Transmission Unit) value for your router is set to 1500 or 1492 if that’s the maximum allowed?

 

If it is, you’ll need to speak with your ISP (Internet Service Provider) and ask them to check to see if there are any issues with your broadband line.

 

If your Sure Signal is unable to make a connection with our servers, we wouldn’t be able to send the firmware update to you.

 

Cheers,

 

Andy

Hello there.

 

I've now spoken at length with my ISP - Demon Internet, part of Vodafone. They have checked for packet loss by pinging my router and have found no packet loss. I have tried your ping test again several times and it is now saying, every time, that it cannot do the packet loss test. Demon also say there is no problem with the broadband line.

 

My Apple Mac is set to 1500 MTU.

 

What do you recommend next?

Hi mikekillingley

 

If it's saying that it can't perform a Ping, and they've tested your line, it may well be a setup issue.

 

Have you tried at another location such as a friend or family members as previously advised by Sukhi?

 

I would also recommend trying a different Ethernet cable.

 

Let me know how you get on.

 

DaveCD

 

 

Dave

 

Yes, I've tried different ethernet cables, without success. I'll try to find a suitable other line to test it on - will I need to leave it for 24 hours etc etc?

 

Mike

Hi mikekillingley,

 

When you move the Sure Signal and switch it on, it will take 6 hours to set itself up.

 

Once that time has passed you can try it.

 

Thanks

 

Ian

One other question before I approach a neighbour. As the Sure Signal is registered at my home address, do I need to do anything to register it at the address I will be testing it at, or do I just plug it into the mains and his router and wait for 6 hours as you suggest? There must be something more which needs to be done to help locate it at its new (temporary) location?

Hi mikekillingley,

 

You should just be able to connect it at their house.

 

However, it may be worth deregistering the unit and registering this again when connected on their connection.

 

James

James

 

I have just done this, a few moments ago at a neighbour's, having first de-registered it. I have now just re-registered it. Now we just have to wait?

 

Mike

James

My neighbour has now called to say that the top 2 lights and the 4th light are on! Does this enable you to send the firmware update through to it? Do you need his email address or anything like that? Still mystified as to why it stopped working here. 

Mike