Please reset SS v2

[PilotGP]

Hi there,

I have a v2 SureSignal that after checking all forwarded ports, changing (and changing back) the location, and a factory reset won't now connect, despite having worked fine prior to a few weeks ago. I have only the power light, plus both the rear power light and ethernet light.

Details as requested:

Serial: 40114227909

IP: 81.135.110.227 (On BT Broadband)

Ping: 31ms

Speed: 2.75 Mbps

Traceroute:

C:\WINDOWS\system32>tracert 212.183.133.177

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 my.router [192.168.1.1]
2 28 ms 28 ms 27 ms esr6.ilford5.broadband.bt.net [217.47.23.145]
3 28 ms 27 ms 28 ms 217.47.23.30
4 30 ms 29 ms 31 ms 213.1.69.150
5 29 ms 29 ms 29 ms 217.41.168.102
6 29 ms 30 ms 30 ms 217.41.168.77
7 30 ms 29 ms 29 ms 217.41.168.107
8 29 ms 29 ms 29 ms acc1-10GigE-0-7-0-4.l-far.21cn-ipp.bt.net [109.159.249.74]
9 30 ms 29 ms 29 ms core2-te0-0-0-6.faraday.ukcore.bt.net [109.159.249.3]
10 39 ms 30 ms 30 ms host213-121-193-139.ukcore.bt.net [213.121.193.139]
11 31 ms 30 ms 47 ms t2c3-xe-0-1-1-0.uk-lon1.eu.bt.net [166.49.211.164]
12 32 ms 29 ms 29 ms 166-49-211-254.eu.bt.net [166.49.211.254]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Help very much appreciated!

Regards,

Gareth

[Retired-James]

Hi PilotGP,

Everything looks fine with the tests that you’ve done but the registration hasn’t connected to the server in a couple of weeks.

The first thing to try is a full factory reset of the Sure Signal as described below.

If this doesn’t work, the second thing I’d recommend is to deregister the Sure Signal and register this again after one hour.

If this still doesn’t work, please let us know what router you’re using.

Reset your Sure Signal:

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

[PilotGP]

Thanks James. No luck so far, I'm afraid.

The router is a Belkin N750DB.

Cheers,

PilotGP

[Retired-James]

Hi PilotGP,

Thanks for getting back to us.

There shouldn’t be any problems with this router, but I can see the Sure Signal hasn’t connected to our server since you registered it again yesterday.

Can you try a different Ethernet cable to see if this resolves the issue?

Also, please could you try this on a different internet connection at a friend or family members’ house to rule out a faulty Sure Signal?

James

[PilotGP]

Thanks James. I've swapped out the cable (and tried a different router port), and that unfortunately hasn't made any difference.

I don't have a convenient alternative location to try it out - what would the next step be? Although I haven't changed the router or its settings recently, isn't that the most likely source of a problem?

Cheers,

PilotGP

[Ben_H]

Hi PilotGP,

If your ISP have made any changes to your service, refreshing the ports could help. 

We recommend trying an alternative connection to save you arranging a repair needlessly. It helps us to rule out a fault with the internet connection or the Sure Signal.

If you'd prefer to try a repair all the same, you can find out how to do so here.

Cheers, Ben

[PilotGP]

You've got me there - how do I do that?

[Sukhi]

Hi PilotGP

All the info you need on how to do this can be found on our guide here.

In regards to testing at a different location, see if you can take it around to a friend’s house :).

Thanks

Sukhi

[PilotGP]

Hi again,

Although I haven't been able to try the SS out anywhere else, I have moved its position and put it between my modem (which passes everything through from the net cleanly) and the router, assuming that by doing so I'm getting the router out of the picture. I've also de- and re-registered the SS to see if that helps.

Can you see anything at your end?

Cheers,

PilotGP

[Retired-James]

Hi PilotGP,

The Sure Signal still hasn’t connected to our server since you registered this again yesterday.

Are you still seeing the same light sequence after moving it between your modem and router?

If you log into the admin panel of where the Sure Signal is connected, has it been allocated an IP address?

James