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Jenny
We’ve created this thread to help with an issue that some people find during setup.
This issue has the following symptoms:
- The power light either constantly flashes or remains steady
- No other lights flash or light up
Please note that whether the power light is flashing or remains steady, this still points to the same issue - the Sure Signal hasn't established a connection to the internet.
The only difference is that if the light’s steady, then the Sure Signal has previously downloaded a profile from the server, if it's flashing then it hasn't.
Troubleshooting steps:
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.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).
We recommend rebooting the router to see if this then allows you to connect to the internet.
Reboot your router/modem:
- Turn off your router or modem at the wall for 10 seconds and then turn it back on
- Wait for the lights on your modem/router to indicate that an internet connection has been established
- Press the reset button on the Sure Signal
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.
BT Infinity customers.
If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.
Once this has been selected please restart your router and Sure Signal.
Check your MTU settings.
Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.
Change the value of the MTU size to 1500.
Log out of the router, this will usually result in a reboot.
Perform a reset of the Sure Signal:
- Hold in the reset button until all lights go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- Wait for all lights to come on and then release the reset button
The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.
Post your router/ISP details and Sure Signal serial number.
If you’ve done all of the above, or you’re struggling with configuring your router, please post your router's make and model number below. Please also include your Sure Signal serial number and the name of your ISP.
We find that other users of the same router will usually be able to share tips with you, to get things working.
We’ll also attempt to help with this, but due to the number of different manufacturers and models, it is not always possible. We don’t officially support any form of router configuration, so we’ll always recommend contacting your router manufacturer or ISP for assistance first.
Thanks,
Jenny
Hi Guys,
Thanks for the updates here.
As you are using different ISP’s then this won’t be the issues.
@ vwalker, If it is that the Sure Signal is causing the issue then we can arrange a replacement for you however, we do need solid confirmation that this is the issue before a replacement can be issued.
I know you have mentioned that you don’t have an alternative connection however; do you have any friends or family near you that would be happy to let you test the Sure Signal on their internet connection?
@ rjjk17, I’ve not had any dealings with your ISP before and am unfamiliar with their setup.
Due to this I have just gone back over all of the details that you have provided in your posts and can’t see any issues other than there has never been a connection between the Sure Signal an our server.
This is normally caused by a firewall blocking the connection, ports not being open or even a router compatibility issue.
Can you confirm what other routers you have tried?
Can you see any firewalls within your router admin panel that can be disabled to check to see if this is causing the issues?
James
Hi rjjk17
You may need to enable aceptance of fragmented IP packets on the Draytek router within the admin.
Please can you let me know if you have checked the firewalls as suggested by James?
Many Thanks
DaveCD
eForum Team
Hi guys,
keithop - I can see that you deregistered and re-registered yesterday, but that there is no record of the device contacting our servers since. Is the light pattern still showing the same?
I have performed a re-sync at this end, so can you carry out a factory reset for me?
- Hold down the reset button until all the lights show (about 30 seconds)
- Keeping the reset button held down, remove then re-insert the power lead.
- Once all lights display release the reset button.
- The Sure Signal will come online in around 1 hour.
If this doesn't work, whilst the IP is OK, the latency on the information you have provided for the traceroute looks a little high. To get a better picture if there is an issue here can you please post all the steps for me, rather than just the last two? The trace is reaching the correct destination, but it may be taking too long on jumps to allow a proper connection.
Also, can you run a speed test for me and post the results of that as well?
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vwalker - I'll pop you a PM so we can assist further with this for you.
You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.
Dave
Hi vwalker
Thank you fpr bringing this to our attention.:smileyembarrassed:
I have now sent this for you.
You can find your PM inbox here.
@keithop
I have resynced your device to try and kickstart this with our servers, please can you let me know if this has changed the behaviour of your device.
Many Thanks
DaveCD
eForum Team
