Can't get Sure Signal V3 to connect for some months now

[JL12345]

Hello

It has been a while since the Sure Sync in my office worked. Can someone check it?

Some info:

It shows flashing red power light, dimmed white internet LED, amber service + in use LEDs.

Has been reset a few times, no change.

I suspected there was an issue with some of the ports conflicting due to a site-site VPN so it is now on a dedicated static IP and all inbound traffic on all ports forward direct to the Vodafone suresignal. 

SN: 42165110711

IP: 217.144.91.107

Ping: 15ms

Download: 74.63

Upload: 18.41

TraceRoute:

traceroute to 212.183.133.177 from 217.144.91.107, 30 hops max, 36 byte packets
1 0.0 ms 0.0 ms 0.0 ms 217.144.91.105
2 0.0 ms 16.6 ms 16.6 ms 212.69.63.105
3 16.6 ms 0.0 ms 16.6 ms 212.69.63.122
4 16.6 ms 0.0 ms 16.6 ms 212.113.9.65
5 * * *
6 0.0 ms 16.6 ms 16.6 ms 4.68.72.94
7 0.0 ms 16.6 ms 16.6 ms 195.2.24.110
8 16.6 ms 0.0 ms 16.6 ms 195.2.25.170
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Trace complete.

Device shows as active on My Vodafone but not sure what this actually refers to.

Looking forward to some help!

Thanks,

[Jenny]

@JL12345 - Your Sure Signal is showing as not connecting to our servers, so I’ve changed the location (then changed it back again) and performed a resync. Please leave everything connected for six hours to allow this process to complete.

If you’re still having issues after this time, please check the following:

Check the physical connection between your Sure Signal and the router/modem:

In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.

In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.

To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.

There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.

There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.

Check that you’ve got an active internet connection.

Reboot your router/modem:

1. Turn off your router or modem at the wall for 10 seconds and then turn it back on
2. Wait for the lights on your modem/router to indicate that an internet connection has been established
3. Press the reset button on the Sure Signal

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

Let us know how you get on.  

[JL12345]

Thanks,

We did all that but it shows the same status as before.

Did it show up on your system?

Has our IP been whitelisted?

Could you whitelist

217.144.91.105

217.144.91.106

217.144.91.107

This way we can try the device at different points in our Network to see if that makes a difference.

Thanks,

[Tash]

@JL12345 Thanks for getting back to us.

I can confirm that the IP addresses provided are already on our whitelist.

Are you seeing a different light sequence to the previous one you've provided?

If not, this suggests there may be an issue with the ports. To ensure that everything is set up correctly for you, please speak with your Internet Service Provider.