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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’s on and light two flashes constantly
- Light two does not go solid
Troubleshooting steps:
Wait 24 hours.
It can sometimes take up to 24 hours for the Sure Signal to fully register with the server. Before attempting any of the steps below, please wait 24 hours.
Check for planned maintenance.
Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.
Check that your Sure Signal has registered successfully.
Before your Sure Signal can connect to our network, you need to register it with us.
You’ll receive a text or email to let you know when the registration is complete and your Sure Signal won’t work until you’ve received this message.
To check your Sure Signal is registered, login to your My Vodafone Account and click on the 'My Sure Signal' tab. Your Sure Signal details should be listed, along with the status 'Registered'.
If you’ve not yet registered your Sure Signal, you can do this directly from the My Sure Signal page in your My Vodafone Account .
If you’re a Business customer, please register on our business Sure Signal page.
Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.
Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.
Destination IP Addresses:
- 212.183.133.177
- 212.183.133.178
- 212.183.133.179
- 212.183.133.181
- 212.183.133.182
- 212.183.131.128/26
Ports and Protocols:
- 8 – TCP/UDP (All routers)
- 50 – TCP/UDP (All routers)
- 53 – TCP/UDP (Virgin Super Hubs)
- 67 – UDP (Virgin Super Hubs)
- 68 – UDP (Virgin Super Hubs)
- 123 – UDP (All routers)
- 500 – UDP (All routers)
- 1723 – TCP/UDP (BT Home Hubs)
- 4500 – UDP (All routers)
- 33434 – 33445 – UDP (Virgin Super Hubs)
Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191
Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).
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 (Internet Service Provider).
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 MacShemp,
Thanks for your post. I've performed a resync of the device for you. Now please just perform a reset of the device by the following instructions:
- 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.
Let me know how you get on.
Many thanks,
Phil
Hi MacShemp,
The IP address and the other details you've provided seem OK, and the Sure Signal did show as connecting yesterday evening, but not since.
Can you check the Ethernet port lights at the back of the Sure Signal are either lit or flashing for me? If not, there may be something wrong with the cable, so do you have a spare one you can try? Similarly, can you try different ports on the router?
Can you also check the router's MTU setting? This should be either 1500 or, if that is higher than the router will allow, the highest value available. Your router provider or documentation should be able to show where this is located and how to amend it.
Finally, can you ensure the following ports are open for forwarding for me?
- 8
- 50
- 123
- 500
- 4500
- 1723
Dave
Hi MacShemp,
If it doesn't kick in within a few hours, try rebooting the Sure Signal and the router together to ensure any failed connectioon is cleared.
- Switch off both devices together.
- Reboot the router completely.
- Only once the reboot has completed, restart the Sure Signal.
Dave
Hi MacShemp,
I'm seeing this serial number last contacted our servers at 03:12 this morning.
So we can look to rule out any issue with the box, are you able to try the Sure Signal on a different connection, such as a friend or family members? Similarly, do you have an alternate router you can try at home?
Dave
