Manual Sync Required

[Pauld9]

Hi Guys

I've had the sure signal a few years now without fault but this past week nothing has worked for me, I've tried all the usual trouble shooting. I see many people experiencing problems have had success when you guys do a manual sync at your end. How would I go about organising this please?

Thanks and regards.

[Retired-Kay]

Hi Pauld9,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

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 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks,

Kay

[Pauld9]

Thanks Kay

Here are the details;

Sure Signal 40120513607

Speedtest:

Ping 23ms, Download 25.27 Mbps, upload 4.93 Mbps

Traceroute:

1 1ms 192.168.1.254

2 20ms 20ms 21ms 217.32.146.166

3 21ms 21ms 20ms 217.32.146.166

4 21ms 21ms 22ms 213.120.156.202

5 22ms 21ms 21ms 217.41.168.237

6 21ms 23ms 22ms 217.41.168.09

7 22ms 21ms 21ms 109.159.249.238

8 27ms 23ms 29ms core2-te0-7-0-7 faraday.ukcore.bt.net (109.159.249.151)

9 22ms 22ms 22ms peer2-xe8-1-1.telehouse.ukcore.bt.net (109.159.255.103)

10 22ms 22ms 21ms 166-49-211-186.eu.bt.net (166.49.211.186)

11 22ms 22ms 22ms 166-49-211-254.eu.bt.net (166.49.211.254)

12 * * * Request timed out

[Retired-James]

Hi Pauld9,

Before I can re-sync the Sure Signal, please can you let me know what light sequence you’re seeing?

Also, have you tried a factory reset?

For versions 1 and 2:

-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

For version 3:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

The Sure Signal will be back online in around 1 hour.

James

[Pauld9]

Hi James just the two flashing ones, ie like its configuring. They are constantly flashing. I've done the factory reset several times without success.
Thanks

[Retired-James]

Hi Pauld9,

Thanks for getting back to me.

I’ve taken another look at the registration and can see that there is a location move that’s been detected.

I’ve updated this for you and also re-synced the unit.

If this continues to happen after 24 hours, it would suggest that the unit is faulty.

James

[Pauld9]

James

It still didnt work.

However, Ive rebooted my router and that appears to have fixed the problem!

If only I had done that first, apologies.

Paul

[Biffo]

Hi

Glad youve got this issue fixed. If you have any further queries please do let us know.