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12-11-2013 09:04 PM
13-11-2013 02:34 PM
Hi j4m13w00d,
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
Kay
13-11-2013 08:25 PM
15-11-2013 01:59 PM
Hi j4m13w00d,
I've done a resync for you, please do a reset to complete the process;
1 - Hold the reset button until all 4 lights are solid. Don't let go of the button until step 4
2 - Remove the power cable then the LAN cable
3 - Insert ONLY the power cable
4 - When the lights flash 1, 2, 3 then 4 release the reset button and wait for the unit to boot (5 minutes should do it).
5 - Insert the LAN cable and wait.
Let us know how you get on.
Kay
15-11-2013 02:05 PM
17-11-2013 12:53 PM - edited 17-11-2013 12:54 PM
Hi j4m13w00d,
The reset instructions for the version 3 are slightly different and can be seen here.
Do you have a Mac that you can use to run the traceroute command?
If yes, you just need to do the following.
Open Terminal (Applications, Utilities)
Type traceroute 212.183.133.177 and press Enter
So we can get a better understanding of exactly what is happening, can you also confirm which lights you are seeing on, their colour and if they’re flashing or stable?
James
17-11-2013 04:42 PM
18-11-2013 02:38 PM
Hi j4m13w00d,
The light sequence you’re seeing shows that your Sure Signal is being configured.
The process can take up to 6 hours and, if interrupted, will start again from scratch.
I can see the Sure Signal connected to our servers at 17:12 yesterday, is it now working correctly for you?
You can check what signal you should be getting in your area here.
If the signal is less than is shown, take a look here.
If you find that there are signal issues in your area that we’re aware of, we’ll be investigating them as a matter of urgency.
This isn’t grounds for cancelling your contract.
Thanks,
Andrew
18-11-2013 02:40 PM