Flashing/steady power light, no other lights lit

[Retired-George]

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:

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.

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:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. 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

[Retired-BenJ]

Hi Shudman 

I've sent a request for this and have copied Lee who covers Sure Signal when I am not here so we should both have visibility of this request. The solid light is just an indication of connectivity issues which I suspect is to do with the blocked IP address.

It's best to leave it switched on until we have confirmation of this address as white listed. We will then send a resync request to the box and then ask you to do a factory reset which should clear this fault. As soon as I get the confirmation we need, I will be in touch.

Thanks
BenJ

eForum Team 

[shudman]

@BenJ

Verizon Business (VzB). Whilst we are located in to UK, our Internet pipe goes out through NL.

Lifting the IP would obviously be appreciated !!

[Retired-BenJ]

Hi rompik

This is a really great tip, however to add to this, if you could let me know the IP address ranges you're having problems with and which ISP they are linked with I will try to update our records so you won't have to do this as much or even at all.

Hi Shudman

I've just successfully resynced your Sure signal box. Could you try to factory reset now?

To factory reset the Sure Signal box:

• 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.

Could you let me know how this goes?

Thanks
BenJ
eForum Team

[Rahal]

I have tried 2 resets since the last post and left for 24 hours and still no more than red light, Signal flashes for around 5 mins or so and then goes off.

Can this be escalated please as i have checked everything on my side to no joy?

Speed is 5mb download and 1mb upload

Ip is assigned to MAC but still nothing.

[Retired-Lee]

Hi Rahal,

Thanks for trying the resets.

I've just done another resync for you and also sent an email.

If the resync doesn't work then please reply to that email and we'll be in touch.

Cheers,

Lee

eForum Team

[Rahal]

Do i need to do another reset?

[Retired-Lee]

Hi Rahal,

I don't expect you to have to reset the device again.

Cheers,

Lee

eForum Team

[Retired-Lee]

Hi shudman,

I've had it confirmed that your IP address is now on the white list.

You should be good to go

Let me know how you get on.

Cheers,

Lee

eForum Team

[shudman]

Alas, after yet another reset.....still one light    See anything specific from your end ?

[Retired-Lee]

Hey shudman,

Many thanks for the update. I'm really surprised the white listing of your IP hasn't fixed this already!

So far we've tried a resync, factory reset and we've ensured the IP range is white listed.

Could you try a trace route for me and attach the results to your reply?

• 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 'tracert 212.183.133.177' and press Enter
• Paste the output of this command into your reply along with a copy of the results from running a speedtest

Please could you also try a pathping to 212.183.133.181 and again post the results?

Cheers,

Lee

eForum Team