Hi happyloved2,
The lights you see on the Sure Signal indicate its status. If you only see the power light once it has tried to download any updates, it means the Sure Signal isn't able to connect to the network.
If you have tried all the steps listed in the troubleshooter page for "Steady power light only" issues, there are a few other things which we can check to see why the connection is not happening.
Firstly, can you perform a traceroute for me and post the results here?
- On your 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 and press Enter
- Paste the output of this command into your reply.
Next, can run a speed test for me to ensure that the required connection speeds are available to prevent timeouts?
Can you also try a pathping to our server in order to establish whether the Sure Signal is able to communicate with our NTP server? In order to do this, you'll firstly need to open the command prompt in Windows as follows:
- For XP just click Start > Run and type cmd then hit enter
- For Vista/Windows 7, press Start and type cmd into the search bar
- Right click the result and click "Run As Administrator
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 also show you the route it took to get there. One of the columns will display packet loss; if this occurs before hitting our server then you'll need to contact your ISP for further assistance
Finally, can you manually perform a factory reset on the Sure Signal so it can retry the connection and updates?
- 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.
If the issue persists, can you confirm your Sure Signal serial number and IP address so we can look into this further for you.
Dave
If I've helped at all today, please leave a little feedback!
Hi Guys,
Thanks for your posts here.
Firstly the traceroute will always drop when it hits our server 85.205.116.114 as it is set up not to accept pings for security reasons.
@ happyloved2, from what I can see on the traceroute that you have provided there does seem to look like there could be an issue with the broadband connection on hop 7 as there is a 99% packet loss showing which could cause the VPN connection to fail.
Looking at the registration I can see that there has not been a connection made to the server as of yet and as a result I would advise you to speak with your ISP regarding the issues on your line to see if there is anything that they can do for you.
@Alex_G, looking at your registration I can see that there hasn’t been a connection in 6 days and that a location move has been detected.
I have updated the location profile and re-synced the Sure Signal for you today; please can you do a reset on the Sure Signal and let me know how you get on.
VSS Factory Reset
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.
James
Hi Alex_G,
I've taken another look and the system shows another location change, so I've re-synched again for you. Can you try another reset for me?
If that doesn't resolve this, then we need to check why the Sure Signal is not registering an internet connection with the Vodafone Servers, which is what the light sequence you're seeing indicates.
Can you check the back of the Sure Signal by the Ethernet cable to ensure that both lights are either lit or flashing? If they aren't, can you try the following steps:
- Try a different Ethernet cable
- Switch off both the router and Sure Signal, then restart the router only. Once completely rebooted, restart the Sure Signal.
Can you also post the full results of the Pathping and Traceroute for us? These represent the specific connection between your computer and the destination address, ignoring the Sure Signal, but they give us an idea of the performance of the connection between the two points. Whilst these may show as reaching the Vodafone servers, there may be enough latency to indicate a point where the Sure Signal is likely to time out.
Finally for now, can you confirm your IP address and perform a speed test for us?
Dave
Hi happyloved2
Thanks for your reply. So that we can just rule in/out the possibility of a hardware fault could you try the Sure Signal on an alternative connection? If you encounter the same result then it's a Sure Signal hardware fault. If not then it will be down to either ISP or router configuration.
Thanks
Simon
Hi happyloved2
Thank you for your posts.
As Simon has advised, so we can rule out a hardware fault please can you try the device on another connection, if you have a friend or relative close by with an internet connection.
The information is lost before hitting our servers causing the device to fail, please could you also provide your external IP address.
Please log into your router admin page and find the location of the MTU field, (this varies on the make and model of your router so you may need to search for this) and change the value of the MTU size to 1500.
Log out of the router and this will usually result in a reboot.
The device will now contact the network and download the profile and may take anything up to 6 hours.
Many Thanks
DaveCD
eForum Team
Hi folks,
I've been made aware that some Sure Signal users will need to restart their units after an upgrade that was performed yesterday/last night on 17th July.
• 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.
• Factory Reset
Hold down the reset button until all the lights show (about 30 secs) keeping the reset button held down, remove then reinsert the power lead, once all lights display release the reset button. The Sure signal will come online in around 1 hour maximum.
Please let me know if you're still experiencing issues after following these instructions.
Cheers, Ben
Hi happyloved2,
Thanks for your post here.
As this works on a different connection and router then it will indicate that there is an issue with either your router setup or compatibility with your current router.
As you have already shown a traceroute that has an issue on hop 7 I would like to see if this issue is still there, please can you perform another traceroute and let me know if you get the same results.
If you do then there is little that we may be able to do as it could be a problem with latency on the line however, I would also be interested to see a traceroute from the address that you tested the Sure Signal to see if there is much difference.
James
