2 Sure signals stopped working within days of each other

[xentrix]

These (V1) units have been working great for years.... one stopped working early last week...the other stopped over the weekend. No changes have been made locally.

I have attempted to reset the units.... they both have one light lit at the moment.

Ive attached a tracert

[Retired-Matt_Vo]

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

Matt
Moderator

[xentrix]

Here are the details requested...

Speed Test   DL 94.92    UL 17.61

PING B*  ping 8ms   jitter 2ms

External IP  193.62.51.5

Tracert

N:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     1 ms     2 ms     4 ms  131.1.1.1
  2    <1 ms    <1 ms    <1 ms  193.62.48.3
  3    <1 ms    <1 ms    <1 ms  193.62.51.221
  4     1 ms    <1 ms    <1 ms  193.63.209.9
  5     1 ms     1 ms     1 ms  te2-2.birm-rbr1.wmrn.ja.net [193.62.80.169]
  6     1 ms     1 ms     1 ms  te4-1.warw-rbr1.wmrn.ja.net [193.62.80.38]
  7     3 ms     3 ms     3 ms  ae23.lowdss-sbr1.ja.net [146.97.37.189]
  8     6 ms     6 ms     6 ms  ae31.londtw-sbr1.ja.net [146.97.33.30]
  9     6 ms     6 ms     8 ms  ae29.londtn-sbr1.ja.net [146.97.33.10]
 10     7 ms     6 ms     6 ms  ae0.lond-gw-ixp4.ja.net [146.97.35.182]
 11    10 ms     7 ms     7 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12     8 ms     8 ms     8 ms  85.205.116.6
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *

[xentrix]

Hi... any update on this ?... I have two Sure signals just stuck with the one light lit at the moment!

[Sukhi]

Hi xentrix

Your Traceroute looks OK to me. Can you let me know your Sure Signal serial number? With this I'll be able to check when it last connected to our servers.

Thanks

Sukhi

[xentrix]

Hi... the serial number is  21225097472

Thanks.

[Ben_H]

Hi xentrix,

21225097472 hasn't contacted our servers since the 15th November so I've manually synchronised it. To complete the process can you reset your device?

• Locate the button on the base of the box next to the Ethernet ports.
• Press and hold the button for approximately 30 seconds.
• Once the lights come back on, release the button.
• The Sure Signal will come online in around 1 hour.

you mentioned you had two Sure Signal devices. Let me know the serial number of the other one and I'll check to see if that needs a bit of TLC too.

Cheers, Ben

[xentrix]

I've just reset the first sure signal....so hopefully that will come online.

The SN of the second sure signal is :- 21224657995

[xentrix]

OK... the first sure signal has been reset for over an hour now.... still just stuck on one light? Is it contacting your end?

[Jenny]

Hi xentrix,

21224657995 hasn’t connected since 20 November 2013 so I’ve re-synced this for you today.

21225097472  still hasn’t connected since 15 November so I’ve tried another re-sync.

Please perform a factory reset on both of these.

If you’re still having problems after trying this please let us know the following:

-Are these being used on the same connection?

-Are you using these at home or at work on a corporate LAN for example?

Thanks,

Jenny