‘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

[Retired-BenJ]

Hi Guys

Just to let you know that there is no magic we can work until the roll out has been completed as per my previous update

At this moment we are awaiting visibility on who has and hasn’t had this update as its still being pushed out. This needs to complete before we can look into this. Apologies I am unable to provide any further updates for those asking for this information.

Hi chunkyis just to clarify if your Sure Signal is not plugged in it wont get the update. I have sent you an email due to your Job I want to make sure your left in a position of no coverage.

Thanks

BenJ

eForum Team

[chrise]

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@chunkyis wrote:

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.

I don't know the answer to that.  However, for what it's worth, rather than unplugging a misbehaving SS, you might leave it on, and instead disable 3G on your phone.  This will make your phone fall back to the public 2G coverage (if there is any).

This works because the SS is 3G only.

[mj78]

SS number - 21227838634

Still having the same problems and having to go outside to make very poor 2G phone calls.

Just a question on the factory reset, you say to hold the reset button until all the lights light up. Do you mean they all light up together/at the same time? As when I do this each light flashes in sequence then the bottom light stays steady.

Just wanted to check that I was doing the reset correctly.

[Shell]

Hi Lee

I reset it over the weekend but no luck. Basically either the first call of the day fails with 'Call failed' on an iPhone 4 and redialling then works fine or if some one tries to call me before I've tried to call someone myself my phone doesn't ring and they go to voicemail. Can reoccur again later on in the day too. I think timesout on the connection to the SureSignal or something after a while of no use.

Thanks

Shell

[chunkyis]

Hi Guys,

I did another Sure Signal reset as per Lee's instructions (see below) only difference was my 4 lights flashed through in sequence rather than staying illuminated.   I think ??? mine is now working OK.  I've done several tests yesterday and today on both incoming and outgoing calls and so far so good !

Benj - thanks very much for your e-mail to which I've replied offline & thanks to all of you for your efforts.  I just hope the problem is resolved permanently and the rest of you are sorted very soon !!!

To reset your Sure Signal:-

• Hold down the reset button till all the lights come on (about 30 seconds)
• Keeping the reset button held, remove and re-insert the power lead
• Once all the lights come on, release the reset button
• The VSS should come online in around one hour

Best Wishes - Chunkis :smileywink:

[Retired-Dave]

Hi guys,

As BenJ mentioned, we're waiting on visibility as to who's had the firmware, and that we need to get devices updated with that before we can look further. If you're still affected, we're looking to get this rolled out to everyone as quickly as we can, and I'm confident this will help to solve this issue for you.

mj78 - you're doing it right - "all lights" means "each of them lights up", not "all of them together" :smileyhappy:

chunkyis - good to hear things appear to be sorted for you - if the tests are working then you've covered your bases perfectly. :smileyhappy:

Dave

eForum Team

[mj78]

Ah well the factory reset is correct but I still have the problems (call failed, dropped calls, calls not getting through).

[4michaej]

Hi gents

Has my device received the firmware update yet? 

The serial number is 40111011603.

Many thanks

John

[ramjest]

Hi

I've been experiencing the same problems when calling from my iphone 4... 

My serial number is 21197247642 please can you confirm if my device has had the firmware upgrade.

Many thanks 

Jon

[Jimster]

Thanks for the firmware update, I think it may have fixed the problem However..... All was working fine untill a firmware upgrade on my suresignal to resolve the problem with calls going directly to my answerphone.



Both my wife and I have Iphone 4's and have the same problem. If I turn off my sure signal then our batterys last a lot longer. With the suresignal swithed off, we both still have a 3g signal, although only 20%, so it's not 3g draining the battery.

with the suresignal on I guess our batteries will last about 20% of there usual time.