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Solution

Sure signal stopped working

pcmanning
4: Newbie
Our suresignal has dropped off the network, I've try the usual - reboot, reset etc. no joy. Tried pinging 212.183.133.177 nothing comes back. I've also done a trace route which fails once its reached 85.205.116.6 which I gather from other posts is the edge of your network.

I'm rather guessing that the problem will be at your end - my Ip is with spectrum Internet, 188.164.224.48. Wouldn't be surprised if they've changed their setup, or that since they were added recently to your system, that they've dropped out of your firewall allow lists.

Can you p,Rae investigate?

Cheers
Paul
1 ACCEPTED SOLUTION

It's been reset several times, even deregistered and reregistered and reset again. Same result each time. My wife will drop it in to the shop next week for repair or replacement.

Paul

View solution in original position

29 REPLIES 29

Retired-Lee
Moderator (Retired)
Moderator (Retired)

Hi,

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

LeeH

SureSignal V2 -  40111658205

SpeedTest 43Mbs Up, 13.9 Down (VDSL2)

PingTest - Ping 34ms, Jitter 5ms

IP Address - 188.164.224.48 - ISP Spectrum Internet - Superfast Gower

Router - Zyxel VMG1312-B10A

 

Trace Route

 
  1     1 ms     1 ms     1 ms  amboseli.tpcs.local [192.168.1.254]  (Wireless Router)
  2     2 ms     1 ms     1 ms  192.168.2.252  (Zytel - Suresignal connects here so has a 192.168.2.* address)
  3    24 ms    23 ms    23 ms  188.164.224.1
  4    23 ms    22 ms    23 ms  172.16.255.41
  5    24 ms    67 ms    23 ms  172.16.255.33
  6    24 ms    23 ms    24 ms  172.16.255.1
  7    23 ms    23 ms    23 ms  94.126.208.1
  8    24 ms    23 ms    23 ms  gi2-3.cardiff.core.enta.net [78.33.54.77]
  9    28 ms    28 ms    28 ms  gi2-2.telehouse-east2.core.enta.net [188.39.127.100]
 10    28 ms    28 ms    28 ms  te4-4.telehouse-east.core.enta.net [188.39.127.75]
 11    30 ms    30 ms    30 ms  ldngw1.arcor-ip.net [195.66.224.209]
 12    30 ms    30 ms    29 ms  85.205.116.6
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *

 

History:

 

Have had this SureSignal since 2011,  has been working fine on current ISP since before Xmas (after an initial initial which I think was whitelisting?).  Connection died sometime on Thursday evening/Friday morning.  Just the solid red light.  Have restarted it, goes through Red light, Flashing 2 White Lights, then back to solid Red.  Also hard reset box - same light sequence IIRC.

 

Bottom line, nothing's changed at this end that I'm aware of!  So over to your end...

 

cheers

Paul

 

 

 

Hi Paul,

 

There’s nothing been changed on our end so it should still be working as the traceroute, IP address, speeds and registration all look fine.

 

Also I can see that the Sure Signal did update on the server yesterday at 17:42.

 

It’s possible that something in the setup of the router has changed behind the scenes causing it to fail.

 

Can you try to lower any firewalls or security settings on the router to see if this allows a connection?

 

Also, when you originally setup the Sure Signal, was it plug and play or did you have to configure the ports on the router?

 

On a side note, if possible can you try to reset your router and then the Sure Signal to see if this kicks everything back into life?

 

James

Ok I'll reset the box again and see if it can reconnect...

Paul

Suresignal - hard reset and currently has both white lights flashing and has been for quite a few minutes now.

FYI, the router has had the ports used by suresignal have been explicitly opened (since we had it working) and nothing has changed on it for months.

Paul

Further update - white lights now stopped flashing.  Just sitting with red light on.  Checking my router and I can see a connection showing...

 

udp      17 299 src=192.168.2.103 dst=88.82.13.172 sport=4500 dport=4500 src=88.82.13.172 dst=188.164.224.48 sport=4500 dport=4500 [ASSURED] use=2

 

192.168.2.103 is the SureSignal, and port 4500 is the IPSEC tunnel?  Also the LAN switch stats for the port which the SureSignal is connected is showing incoming and outgoing traffic

 

So is it doing something or not?  I guess so, but is it anything useful??

 

Paul

Another reset and another 12hrs later. Still nothing. Any ideas? Wife's getting very annoyed now as kids social life depends on her phone!

Called vodafone, they are doing a resync at from their end - see if that works...

Paul

Jenny
Moderator (Retired)
Moderator (Retired)

Hi pcmanning,

 

I’m sorry to see you’re still having problems.

 

Has the resync helped now? If not, try resetting your Sure Signal as follows:

 

-Hold in the reset button until all lights 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 lights to come on and then release the reset button

 

Let us know how you get on.

 

Thanks

 

Jenny