3 SS's, none of them working

[MarkRoper]

Hello

I have 3 Sure-Signal 3 devices, in 2 buildings (1 upstairs and 1 downstairs in one of the buildings). Today none of them are working when they've all been working before.

Hopefully the following information will help :

Serial Numbers:

40132622537

40134647029

40134709928

Speedtest:

http://www.speedtest.net/my-result/3397175424

Pingtest:

http://www.pingtest.net/result/95177101.png

Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.10.254 (192.168.10.254) 0.581 ms 0.330 ms 0.325 ms
2 213.218.196.201 (213.218.196.201) 1.574 ms 1.267 ms 1.199 ms
3 213.218.194.150 (213.218.194.150) 4.030 ms 3.664 ms 3.660 ms
4 88.215.57.238 (88.215.57.238) 168.729 ms 3.922 ms 3.818 ms
5 ge-1-2-7.mpr2.lhr3.uk.above.net (94.31.50.205) 3.947 ms 4.056 ms 3.847 ms
6 xe-10-0-0-xcr1.lsw.cw.net (195.2.22.221) 4.010 ms 3.942 ms 4.016 ms
7 ae12-xcr1.lns.cw.net (195.2.28.26) 4.075 ms 4.214 ms 4.146 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *

Any ideas?

[Retired-Wayne]

Hi MarkRoper,

Thank you for coming back to us.

We need you to try the Sure Signals on your home connection. As grolschuk has mentioned there are so many devices and VPN’s running through your network, it could be any number of things causing them to stop working.

It looks like there are peaks in your traffic across the network that is knocking the VPN out to the Sure Signals. They’re then having trouble reconnecting.

Without knowing the download and upload speed at the time of the disconnect, it’ll be difficult to work out where the problem lies.

Thanks

Wayne

[MarkRoper]

I brought all 3 home with me for the weekend. Tried all 3 on my Virgin Media broadband, made sure all the correct ports were open, changed the postcode on the Vodafone website in case that makes a difference .... none of them work. Same deal as back at the office, power light on, 2nd and 3rd white lights on, all solid, but no 3G signal.

I'm not sure if it's a valid test though, because I get a good 3G signal at home anyway. If my phone's already got 3G, 3 - 4 bars, is it actually going to try to connect to the Sure-Signal?

[Retired-Kay]

Hi MarkRoper, 

They'd still connect to the Sure Signal. The in use light (fourth on the device) would light up when you make/receive a call. 

All three devices have connected to us on 5 April so it looks like changing location has worked. 

You'd need to speak to the internet provider you use in your office to see if there is any reason why they've stopped working. 

Thanks, 

Kay

[MarkRoper]

The "in use" light didn't light up when I made a call on my iPhone (the same phone that once upon a time did briefly work with one or other of these devices a week or so ago).

That's not to say the problem isn't our network, but it doesn't really help, because we can't NOT use our network in the way in which it's currently being used.

We're in a Vodafone blackspot, with many users who are sometimes at the office and sometimes not, and who communicate with clients almost exclusively via mobile. Currently they're not able to use their phones. I think the only option I have left is to bin these Sure-Signal's and recommend we move to another provider as soon as.

[MarkRoper]

Update

We have a BT landline in one of our buildings (put in before the leased line was installed). I've done a factory reset on the router that came with it, re-connected to the Internet, and connected the Sure-Signal to the router with nothing else at all using the line, and guess what? It works!

This is S/No. 40132622537

It took a while for it to kick into life, and maybe my testing at the weekend on my home broadband didn't work because I didn't give it long enough, but anyway, I now have 1 working Sure-Signal.

I tried 1 of the other Sure-Signals on this line (S/No. 40134647029), and it didn't work, and that's after leaving it a full 24 hours to see if it would kick into life. However, this morning I received a text telling me I hadn't supplied a location for this device (even though I have, more than once), so I've been onto the Vodafone website, re-entered the postcode (and changed the name) of the device, and I'll give it a while to see if that makes any difference.

Currently S/No. 40134709928 isn't plugged in. I want to get these devices working 1 at a time in case they're conflicting with each other somehow.

[Retired-Andy]

Hi MarkRoper,

That’s great news; thanks for the update.

I’ve checked the serial number and 537, and it’s showing a location change has been detected.

I’ve updated the system to remove this message.

So that the changes are picked up, factory reset the Sure Signal:-

• Find the button on the base of the unit 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 one hour

Let us know how you get on once you’ve tried the other two units.

Cheers,

Andy

[MarkRoper · Accepted solution]

Another update:

I now have S/No. 40134647029 working on my leased line.

Our ISP actually provides us with 5 public IP addresses, so I used the features of my router (a DrayTek 2920) to use one of the other IPs and point it at the Sure-Signal device, and open the relevant ports on that interface.

I think fundamentally the Sure-Signal is simply not compatible with our network, and by effectively putting it on it's own separate network it now works.

The 3rd device I've never managed to get working, and when I tried last week to get it working using the same trick of using a separate dedicated IP the 2nd SS stopped working, so I undid those changes.

I now have 1 SS working in one building on a BT landline, a 2nd working in the other building on a leased line, and a 3rd that will now collect dust on my shelf.

Moral of the story, these devices are not for business use. If you do anything even remotely business-y on your network these things don't want to know. If you're a business user reading this, save yourself my weeks of heartache and change your mobile provider instead.