Ask
Reply
Solution
.png "Moderator (Retired)"){kind=icon}
Hi NippyN,
Thanks for getting back to us.
I’ve checked your Sure Signal and this last connected this morning at 00.14.
I’ve resynced this for you today so please complete this process by performing a factory reset as follows:
-Hold down the reset button until all the lights show (about 30 seconds)
-Keeping the reset button held down, remove then re-insert the power lead.
-Once all lights display release the reset button.
-The Sure Signal will come online in around 1 hour.
Let me know how you get on.
Cheers,
Jenny
Hi NippyN,
The next steps to try are below:
Check the physical connection between your Sure Signal and your Router/Modem.
In order to function, the Sure Signal needs to be connected to a spare ethernet port on your Router or Modem (or a Hub/Switch that is in turn connected to an Internet Gateway.) In some cases it is possible for an ethernet cable to be faulty, in which case it may not allow your Router and Sure Signal to talk to each other.
To verify the ethernet cable works, check the lights at the back of your Sure Signal, where the cable is plugged in. There should be a Link light which is on permanently to indicate that an electrical circuit has been established through the cable. There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plugging the cable into a different port on your Router / Modem.
Check that you have an active Internet connection.
Make sure you are currently able to connect to the internet on another device, such as your PC, or a Wi-Fi enabled phone. If you are not able to make an internet connection, this indicates a problem with your Router or your Internet Service Provider. We recommend rebooting the Router to see if this then allows you to connect to the internet.
Reboot your Router / Modem
Turn off your Router or Modem at the wall for 10 seconds, then turn it back on. Wait for the lights on your Modem/Router to indicate an internet connection has been established, and then press the Reset button on the Sure Signal.
Check that your Sure Signal has been assigned an internal IP address by your Router
In order to connect to your network and the Internet, the Sure Signal must be assigned an internal IP address by your Router. If your Router supports DHCP, this must be enabled. Doing so will enable the Router to assign an IP address to your Sure Signal automatically.
For detailed instructions on how to enable this, please consult your Router manual, or contact your ISP or Router Manufacturer.
If your Router or network configuration does not allow DHCP, then you will need to assign a static IP address to your Sure Signal's MAC Address, using your Router's configuration panel. Please consult your ISP or Router Manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal unit.
Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.
The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com
Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26
Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP
Port 8 - TCP/IP
Port 1723 (BT Customers only) - TCP/UDP
Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191
Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.
BT Infinity Customers
If you are a BT Infinity customer, you will also need to log into your router admin page and select port clamping.
Once this has been selected please restart your router and Sure Signal.
Check your MTU settings
Log into your admin page for your router
Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.
Change the value of the MTU size to 1500
Log out of the router, this will usually result in a reboot.
- Perform hard rest of the VSS unit by
- Hold in the reset button until all the light go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- Wait for all of the lights to come on then release the reset button
The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.
Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provide
Are you able to try your Sure Signal on another broadband connection? If trying the above doesn't work we'll need to see if there's a fault with your unit or if it's something to do with your ISP.
Paul
