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Do I need a resync?

andybol13
2: Seeker
2: Seeker

‎15-01-2014 09:10 AM

Hi posted a cry for help yesterday but I got no response?

 

I have trawled more formum topics and wondered if I need a resync? It seems to have resolved a nunmber of issues previously.

 

Yesterdays post is as below.

 

Please help

 

Hi

 

I would like some help with a new sure signal we received on Friday from Vodafone.

 

It was to replace an old faulty box. I have plugged it in using the same ports on our router as before.

 

I followed the instructions and  left it all weekend but stiill the light issue

 

I have tried different cables, I have done a reset, I have deregistered and re-registered, I have moved the VSS to different locations but still no joy. I have tracked the forum and wondered if we need a resync??

 

We are a small office so I have asked our IT people to check that there is noting being stopped or blocked from an IT perspective and they have confirmed all is well at their end.  Can you help?

 

Serial No is 40132100989

 

We have BT Infinity which works fine

 

I have done a pingtest - 26ms and jitter 10ms, line quality A

 

Speedtest - 19.96 download, 8.41 upload

 

Ip address - 81.142.135.97

 

Traceroute:

 

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  192.168.53.254

  2    15 ms    13 ms    13 ms  remote.phoenixcnc.co.uk [81.134.112.1]

  3    13 ms    13 ms    19 ms  213.120.182.141

  4    15 ms    15 ms    14 ms  213.120.161.82

  5    15 ms    15 ms    14 ms  213.120.182.67

  6    14 ms    14 ms    14 ms  31.55.164.107

  7    21 ms    18 ms    18 ms  acc1-10GigE-0-1-0-5.bm.21cn-ipp.bt.net [109.159.248.90]

  8    23 ms    19 ms    19 ms  core1-te0-13-0-4.ealing.ukcore.bt.net [109.159.248.8]

  9    20 ms    21 ms    20 ms  host213-121-193-144.ukcore.bt.net [213.121.193.144]

 10    25 ms    23 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    21 ms    21 ms    21 ms  85.205.116.2

 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.

0 Thanks
13 REPLIES 13

andybol13
2: Seeker
2: Seeker

‎14-01-2014 02:12 PM - edited ‎14-01-2014 02:15 PM

Hi

 

I would like some help with a new sure signal we received on Friday from Vodafone.

 

It was to replace an old faulty box. I have plugged it in using the same ports on our router as before.

 

I followed the instructions and  left it all weekend but stuill the light issue

 

I have tried different cables, I have done a reset, I have deregistered and re-registered, I have moved the VSS to different locations but still no joy. I have tracked the forum and wondered if we need a resync??

 

We are a small office so I have asked our IT people to check that there is noting being stopped or blocked from an IT perspective and they have confirmed all is well at their end.  Can you help?

 

Serial No is 40132100989

 

We have BT Infinity which works fine

 

I have done a pingtest - 26ms and jitter 10ms, line quality A

 

Speedtest - 19.96 download, 8.41 upload

 

Ip address - 81.142.135.97

 

Traceroute:

 

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  192.168.53.254

  2    15 ms    13 ms    13 ms  remote.phoenixcnc.co.uk [81.134.112.1]

  3    13 ms    13 ms    19 ms  213.120.182.141

  4    15 ms    15 ms    14 ms  213.120.161.82

  5    15 ms    15 ms    14 ms  213.120.182.67

  6    14 ms    14 ms    14 ms  31.55.164.107

  7    21 ms    18 ms    18 ms  acc1-10GigE-0-1-0-5.bm.21cn-ipp.bt.net [109.159.248.90]

  8    23 ms    19 ms    19 ms  core1-te0-13-0-4.ealing.ukcore.bt.net [109.159.248.8]

  9    20 ms    21 ms    20 ms  host213-121-193-144.ukcore.bt.net [213.121.193.144]

 10    25 ms    23 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    21 ms    21 ms    21 ms  85.205.116.2

 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.

 

I look forward to you earliest reply

 

Thanks

 

Andy

 

0 Thanks

Retired-James
Moderator (Retired)
Moderator (Retired)
In response to andybol13

‎15-01-2014 01:23 PM

Hi andybol13,

 

I’m sorry about the delay in replying to your post but we’re a small team and work on a 24 hour SLA on posts.

 

Everything looks fine with the tests that you’ve done, but there hasn’t been any connection made to the server since registering it.

 

What equipment are you using in the office on the BT connection?

 

Are you using the Home Hub setup?

 

If yes, see here for advice.

 

If no, please let me know what light sequence you're seeing so I can take a closer look.

 

James

0 Thanks

andybol13
2: Seeker
2: Seeker
In response to Retired-James

‎15-01-2014 01:59 PM

Hi James

 

Thanks for your reply

 

Although we have BT internet we dont use the BT home hub. We have a Draytek Vigor2820N router.

 

The lights are a flashing red, no internet light nad 2 solid orange lights for service and use.

 

Hope you can help

 

Andy

0 Thanks

Retired-Kay
Moderator (Retired)
Moderator (Retired)
In response to andybol13

‎16-01-2014 09:33 AM

Hi andybol13, 

 

The light sequence you've mentioned shows that during the initial setup, the connection failed via the security gateway. 

 

Is it possible your firewall is stopping the Sure Signal making contact with your Internet connection? 

 

Kay

0 Thanks

andybol13
2: Seeker
2: Seeker
In response to Retired-Kay

‎16-01-2014 10:20 AM

Good morning Kay

 

I have previously asked our IT engineer to check this which he did on Mionday and he said there was nothinbg preventing a connection. I have asked them to look at it again but I suspect the same reply.

 

We had asure signal previously to this new one which connected OK through the same router?

 

Any idea?

0 Thanks

andybol13
2: Seeker
2: Seeker
In response to andybol13

‎16-01-2014 01:46 PM

Hi Kay

 

Our It guy has looked at this and has said that the issue he thinks is that the suresignal is not picking up an IP address even though the server is handing them out? There is no issue with the firewall blocking anything.

 

He tells me that this a Vodafone issue and not one with the IT?

 

I'm hoping he is right and you guys can resolve as it is causing us problems not getting teh signal

 

Your earliest reply would be appreciated

 

Thanks

 

Andy

0 Thanks

Ben_H
Moderator (Retired)
Moderator (Retired)
In response to andybol13

‎17-01-2014 10:17 AM

Hi Andy,

 

The Sure Signal gets assigned an internal IP address by your router. Have your IT desk said if they support DHCP (Dynamic Host Configuration Protocol), as this is what's needed to assign an IP address to your Sure Signal automatically.

 

If the network configuration doesn’t allow DHCP, you’ll need to ask them to assign a static IP address to your Sure Signal's MAC Address. The MAC address can be found on the sticker at the back of the Sure Signal.

 

Let me know the outcome. :Smiling:

Cheers, Ben

 

0 Thanks

andybol13
2: Seeker
2: Seeker
In response to Ben_H

‎17-01-2014 02:46 PM

Hi Ben

 

Our network does support DHCP.

 

They have used teh mac address to manually assign an IP address. They can see it on the netwrok but I still have the same light configuration.

 

I have reset the box twice now and waited for over an hour but nothing.

 

IT say they can do no more at their end and it is either a faulty box or something at your end

 

Any ideas?

0 Thanks

DaveCD
Moderator (Retired)
Moderator (Retired)
In response to andybol13

‎19-01-2014 04:18 PM - edited ‎19-01-2014 04:21 PM

Hi andybol13

 

I have resynced the device to clear any faults that may have still been present.

 

Please reset it and let me know what you're seeing.

 

Just so we can check the device is not faulty, is it possible to try it on another connection like a friend or family members?

 

DaveCD

0 Thanks