Hi
Can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?
Thanks
Matt
Moderator
eForum Team
Hi Ribble,
Looking at our systems, there is no mention of a "last contact date", which suggests that the Sure Signal has been unable to connect to our servers and receive a "handshake" back. This would explain why you would have had no progress after the first attempt to initiate the box.
What we need to do is work out why your connection is not working, so to help us see where the issue lies can you follow the below steps for me?
- Can you perform a factory reset for me? This will trigger another attempt to connect.
- 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.
- Can you perform a speed test and a traceroute for me and post the results here?
- 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.
- What is the IP address assigned to the Sure Signal? We need this to ensure that this is not blocked for any reason.
- Can you see two working lights alongside the Ethernet Port on the back of the box? If not, do you have an alternate cable you can try?
- Can you try amending the MTU to 1500 - or the maximum available if that is lower - for me? This governs the size of the packets the router handle, so if it is blocking larger ones then the connection will fail.
With this information, I'm confident we can get to the bottom of this for you.
Dave
Hi ribble
Please accept my apologies for the delay in responding, we are a small team in huge demand but now I am here I would love to take a look at this for you.
I can see from your tracert that this is connecting with our servers, the IP address that you have provided is an internal address, please can you provide an external IP address, you can discover this from this address http://www.whatismyip.com/, once we have this we can check this against our whitelist.
I have resynced your device and this may be the jump start we need, please let me know if this resolves the issue.
Many Thanks
DaveCD
eForum Team
Hi ribble
Thanks for your reply. As DaveCD states further up we are a small team and we're in huge demand at the moment. I can assure you that we're never to busy to answer peoples posts and we'll always ensure that where a member of the community is unable to assist whilst we're working through our posts that we're always on hand to answer. We do answer them on a first come first served basis and we do answer them as quickly as possible.
I've checked your IP address and it is on the whitelist so this isn't causing the issue. As your traceroute, speed and ping tests are fine and your IP is whitelisted the only final thing that we would like to try is the device on an alternative connection. If you could connect the Sure Signal to a friend or family members connection and let us know the results. This will help us to rule in or out the possibility of the device itself being faulty.
Thanks
Simon
Hey ribble,
Thanks for getting back to us.
As this works on your friend’s router it indicates that the Sure Signal is fine and there is a problem with the router configuration or a compatibility issue.
In regards to the traceroute and the complete packet loss at hop 7 it would suggest that there is either an issue with the routing of the internet connection or something is blocking the connection as this IP address is registered to the London Internet Exchange.
The only way to know if it is a configuration issue would be to test a different router at your address although I understand that this may not always be possible.
However, just to make sure that all the ports are setup correctly can you confirm if you have specified an IP range when you set these up or if you just set them to always allow.
If you set these to always allow I would recommend specifying a start and end IP address of 212.183.131.128 and 212.183.131.191.
James
Hi ribble
Thank you for your post.
You will need to set the IP ranges in your routers dashboard, unfortunately this is not something we support.
Please ensure that you include this information as taken from our Sure Signal Troubleshooting Thread under Steady Power Light as per your description in your original post.
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.
Let me know how you get on.
Many Thanks
DaveCD
eForum Team
