‘Call Failed’ error when making calls

[Retired-George]

This issue has the following symptoms:

For version 1 Sure Signal (the one with four lights on the front):

• Lights one, two and four are all solid
• Incoming calls, texts and internet all work correctly
• When making a call on a registered phone, the error ‘Call Failed’ or similar is displayed

For version 2 Sure Signal (the one with 3 lights on the front):

• The power and system lights are both solid
• Incoming calls, texts and internet all work correctly
• When making a call on a registered phone, the error ‘Call Failed’ or similar is displayed 

For version 3 Sure Signal (the plug in version):

• The power, internet and service lights are all solid and the in use light is either solid or flashing
• Incoming calls, texts and internet all work correctly
• When making a call on a registered phone, the error ‘Call Failed’ or similar is displayed

Troubleshooting steps:

Check for planned maintenance:
Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

Reset your Sure Signal:

For versions 1 and 2:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

For version 3:

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.

If you’re still unable to make calls, there may be a compatibility issue with your Sure Signal and your location information (also known as SAC/LAC compatibility).

A SAC (Service Area Code) connects to a mast and is used to determine the rough location of where a call’s made. It's needed for the emergency services to know where a call was made from.

As a Sure Signal can be used anywhere in the country, it doesn't automatically come with a SAC. The SAC is generated based on the postcode you enter when registering your Sure Signal and it's created based on the nearest cell to your location.

In order for calls to be made, they must go over an MSC (Mobile Switching Centre). If the MSC doesn't hold the SAC for your area on its database, the call will fail.

The MSCs should now hold all SACs for Sure Signal calls. For anyone who is still affected please post in this thread and we can look into it further.

Thanks,

Jenny

[Nevans]

Hi Benj, I've just added two iPhone4s to my account (and Sure Signal), but neither of them will connect to the Sure Signal.  I had a conversation with support today, but they were unable to resolve the problem.  Reading this thread, it looks like i may need a software update on my Sure Signal.

My serial number is : 21196783068

Note: I have two Blackberrys connected to my Suresignal, so I know that it's OK.

Thanks in anticipation!

[nicholasreeves]

Good to see that so many people have seen an improvement after their factory resets, but sadly that has not been my experience - just as many 'Call Faileds' as before. I did notice that my Sure Signal rebooted quite quickly after the factory reset - certainly mcuh less than an hour. Could that mean that the firmware has not in fact been updated?

My serial number is: 21229784877

Best wishes.

Nichols

[chunkyis]

Hi Lee,

My Serial Number is *21229615956

Ta Chunks

[dazlicous]

Hi Lee,



My Serial Number is 40112215237

ty

[Retired-BenJ]

Hi stockportmatt,

We are currently rolling out firmware to resolve this issue, this is being rolled out in stages I suspect you haven’t received this update yet and this is why your still experiencing this problem. As soon as the rollout completes all Sure Signal units will have this firmware update. We cannot push this roll out to specific people as its being done in batches I would suggest holding fire until we have confirmed completion of this roll out. I would suspect by then your issue will be resolved.

Thanks

BenJ
eForum Team 

[Retired-BenJ]

Hi Guys

Just to say this update started to roll out on Friday. This update will be rolled out in stages so if your still having this problem its most likely that you haven’t received this update yet. This update cannot be pushed to customers directly as we need to wait for the batch to finish completely. I can understand that you all want this fixed ASAP and the early indications from our sample customer base do look very encouraging I will monitor this and let you know how this goes.

Thanks

BenJ
eForum Team 

[vinsup]

BenJ,

Things haven't changed a bit at my end. Any advice?

Thanks.

[SWANENGRG]

Can you please confirm when ours will be reset or can you do it for us as the reset method posted has not worked?

Serial no: 21229617457

thank you.

Also. Once done, who do we contact re compensation for call costs incurred to mobiles that we would normally make for free on contract?

[chunkyis]

Hi Ben J,

I have had to unplug my Sure Signal again tonight as it is blocking incoming & outgoing calls from my phone and as I am in business as a Medical Courier on 24 hr Emergency Call-Out, this is totally unacceptable.  Does the Sure Signal actually need to be switched on when you update the Firmware of the batch mine falls in, or will it automatically update the next time I plug it in if the batch it's in has been updated.

In either case can you tell me a specific date when mine will be updated please, Serial No:-  21229615956

Thanks

Chunks

[stephenhau]

Hi Ben J, Lee,

Same problem here with outbound call failure with my VSS2. Please can you work your magic on serial number: 40112898347.

Thanks!