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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 James,
Thanks for the information.
How many devices do you have on your network?
Can you try removing them and leaving only the Sure Signal connected?
Does the Sure Signal now work properly?
If there’s no change, the next thing would be to try the unit in a different location; that of a family member or friend.
Let me know how you go on.
Hi timhammond15,
I can see your Sure Signal connected to our servers yesterday at 00:02, is everything now working for you?
Thanks,
Andrew
Hi timhammond15,
Everything looks fine with the registration and the tests that you’ve done but it still isn’t connecting.
This could be down to the issue with BT that we’re currently investigating.
The quickest way to test this would be to try it on another internet connection that uses a different service provider.
This can be done at a friend’s or relative’s house.
James
Hi ajrwood,
Apologies for any inconvenience caused, we have definitely responded to your posts so I'm not sure why you can't see them.
I've checked your serial number and this hasn't made a connection to our servers since the 1st July. Can you deregister this for 24 hours and then re-register?
Let us know how you get on.
Kay
