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28-06-2013 05:59 PM
Solved! Go to best answer.
06-07-2013 07:47 AM
29-06-2013 08:16 AM
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
29-06-2013 09:07 AM
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
29-06-2013 12:32 PM
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
29-06-2013 01:22 PM
29-06-2013 02:23 PM
29-06-2013 03:22 PM
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
30-06-2013 07:48 AM
30-06-2013 10:11 AM
30-06-2013 01:09 PM
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