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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 shudman,
Thanks for coming back to me.
The trace route looks fine but the pathping will most probably tell me more.
- On a PC :
- Click on Start and select Run
- Type CMD into the Run box and press enter/click ok
- A black box will appear.
- In this box type 'pathping 212.183.133.181' and press Enter
- Paste the output of this command into your reply.
Cheers,
Lee
eForum Team
Hi shudman,
I've sought advice on this one and the pathping isn't showing the results we expected.
Normally a pathping will show hops and any packet loss as a percentage at each hop. It should look a bit like the screen shot in the attached file.
I've had a look at the number that's attached to your Sure Signal and can see it's with a corporate account. In this case I would have to ask you to contact your account manager to arrange a replacement of the Sure Signal.
Cheers,
Lee
eForum Team
Hi FRdriver
Apologies I am unsure why this is taking so long, I was unaware that this was still outstanding and for so long.
I will speak to the support team tomorrow and find out the details as to why this is taking so long and will be in contact with you, January was a very long time ago and if I remember correctly it was just an IP addition that we had to make.
As soon as I have more details I will be in touch, however I am going to make this a top priority due to the time you have already been waiting.
Thanks
BenJ
eForum Team
pathping in Windows 7 and Windows 2003 shows the same format.
I am not sure I understand why you are suggesting a replacement SureSignal, merely because the phone number is associated with a business account. This was working just fine before we changed it to a new LAN. We have ensured that firewalls are open to all of the relevant ports and addresses, you found some blocking from your network....alas it is still not working. From a problem respective, whether a business customer, or personal customer....what difference does it make ? I am only after assistance 
Hi shudman
Looking at your VSS it hasn't connected to the Vodafone VPN since 15/03/11 07:23. Looking at the your reports I would suspect the box is faulty as if your internal network has been checked and is correct the only 2 things it could be is the line (which it isn’t) or the box itself. I've spoken with our specialists and asked them to double check this and they have agreed the same.
As Lee mentioned you’re a corporate customer, I would love to do the exchange for you however we mainly deal with consumer customers, this causes an access and authorisation issues with your account. If you speak to your business team, they will be able to exchange this for you.
Thanks
BenJ
eForum Team
