New Sure Signal 3 - can't get past Internet setup

[PaulTWilson]

Hi,

I've installed a new Sure Signal 3 - connected last Wednesday. Five days on it is still not working. The light display is showing power LED on and internet light flashing. I have gone through the diagnosis procedures listed on this site but there doesn't seem to be any help for this condition.

I have configured 6 port forwards on the router - do I need to do this with Sure Signal 3? There doesn't seem to be any info about this in the SS3 instructions.

The serial number of the device is 40133848081. 

Please advise.

Tracert log below.

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  192.168.1.1
  2    29 ms    29 ms    30 ms  194.159.169.245
  3    61 ms    29 ms    46 ms  anchor-access-3-s2020.router.demon.net [194.217.
23.77]
  4    30 ms    66 ms    30 ms  gi7-0-0-dar4.lah.uk.cw.net [194.159.161.94]
  5    29 ms    29 ms    29 ms  xe-11-1-0-xur1.lns.uk.cw.net [193.195.25.34]
  6    30 ms    29 ms    31 ms  xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9

[Retired-Andy]

Hi PaulTWilson,

The light sequence you’re seeing shows that the Sure Signal is going through the set up process.

It can take up to six hours to complete and, if interrupted, will start from scratch again.

Have you seen any other light sequences since you got the device?

You don’t need to do any port forwarding on the Sure Signal itself.

The traceroute you've given doesn't reach our servers.

Can you re-run the test and post your results?

Can you also confirm that you’ve got the following ports open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

Another thing to try is a different Ethernet cable between the Sure Signal and your router.

If this doesn’t help, can you provide the following information please:-

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

Cheers,

Andy

[PaulTWilson]

Hi, I've deleted all the port forwarding settings in the router and started again - I did this yesterday. I confirmed all the settings are as per your message.

I've replaced the cable on the router.

The speed test results are:

6.64 download, 0.55 upload

Pingtest: 87ms ping, 21ms jitter, 1% packet loss

Our IP address is 62.49.61.34

Paul

[Retired-Dave]

Hi PaulTWilson,

Has the light sequence changed since you updated those settings? If so, what is it now?

Also, are the ethernet lights on the Sure Signal flashing, lit or off?

I'd give the box a reset as well to resync it with our servers:

• Unplug the ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Dave

[PaulTWilson]

Hi,

In answer to your questions, no the light sequence hasn't changed at all. The red power light is on and the internet light is flashing slowly. The ethernet lights in the port are also flashing.

I've reset the box as ell, as per your instructions to resynch it. Three hours later the lights are still the same with the internet flashing slowly.

Paul

[Retired-Andy]

Hi Paul,

The Sure Signal shouldn’t be still going through the set up process.

Try it on a different internet connection, such as a family member or friend, to see what happens.

If you see the same issue after the standard set up time, it may indicate the unit has a fault.

If this is the case, and you’re outside your 7 day return period, you’d need to send the Sure Signal for repair.

Let me know how you go.

Cheers,

Andy