3 Suresignal V2 on site none working

[andybird911]

Hi

   We just noticed recently that our suresignals are not working any more and cant seem to get them back on line, ports are open etc serial numbers:

40114234673

40114210764

40114211556

Speedtest: 37mb down 6mb up
ping test quality A, ping 19ms, jitter 1ms
ip address 217.36.208.195

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  my.router [192.9.200.4]
  2    14 ms    14 ms    14 ms  host81-139-128-1.in-addr.btopenworld.com [81.139
.128.1]
  3    14 ms    14 ms    14 ms  213.120.178.141
  4    15 ms    15 ms    15 ms  213.120.177.98
  5    14 ms    14 ms    14 ms  217.41.168.57
  6    16 ms    15 ms    15 ms  217.41.168.107
  7    14 ms    14 ms    14 ms  acc1-te0-0-0-12.l-far.21cn-ipp.bt.net [109.159.2
49.84]
  8    15 ms    14 ms    15 ms  core4-te0-0-0-19.faraday.ukcore.bt.net [109.159.
249.47]
  9    15 ms    16 ms    16 ms  62.6.201.185
 10    20 ms    19 ms    19 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    17 ms    17 ms    17 ms  85.205.0.86
 12     *        *        *     Request timed out.
 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     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Thanks

Andy

[Jenny]

Hi @andybird911

Your Sure Signal’s haven’t connected with our servers for over a year.

Usually they’re suspended after this amount of time and we’re unable to reconnect them, however there are a few things we can try first:

Perform a factory reset on all three as follows:

1. Locate the button on the base of the box next to the Ethernet ports
2. Press and hold the button for approximately 30 seconds
3. Once the lights come back on, release the button

The Sure Signal will be back online in around 1 hour

Check that your Sure Signal has been assigned an internal IP address by your router.

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.

For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.

Thanks,

Jenny

[andybird911]

Hi

 I've checked all the ip stuff and done the resets on them and put one of them in the dmz to be sure there's nothing stopping them connecting but still no joy.

So you're saying because I havent used them for a while you wont reactivate them?  Hardly seems right that after paying all this money for them I cant use them because I havent used them for a while....

Andy

[LeeJS]

Hi @andybird911 

I'm afraid the only other solution would be for you to purchase a new Sure Signal here.

Thanks,

Lee