Request for re-sync of Sure Signal

[MarcLister]

I would like to request a re-sync of my Sure Signal device. I haven't used it for over 3 months so I think it needs a re-sync from Vodafone's end to get it work.

The serial number of my device is: 21229079526.

Thanks.

[Ben_H]

Hi MarcLister,

Thanks for posting. It does indeed look like our system has been trying to look for a re-synchronisation since the 17th June.

I've done this for you now and I'll need you to reset the Sure Signal to complete the action. Remember, it can take up to an hour before it comes back online.

If it's still not working once you've done that, can you take a look at our Sure Signal Troubleshooting thread, and then post back your results if you’re not directed to an existing thread?

Cheers, Ben

[MarcLister]

HI Ben_H,

Thanks for the resync. I'll reset my device now.

I had read a few threads before I made mine and I was fairly sure that I needed a resync as I stopped using the device at work last August/September when we had a new connection put in at the school I work at; the LGFL firewall prevented the device from working as it had before the new connection took effect.

[MarcLister]

Hello again Ben_H,

My device still hasn't connected yet. I only get the power light, nothing else is lit up. I restarted my device by taking the power cable out and plugging it back in with my finger on the reset button until all the lights flashed sequentially. The ethernet socket has a solid green light and a flashing orange light. The device has an IP address.

I did try resetting the device as above but leaving the ethernet cable out for 20 minutes as I read in another thread might help, unfortunately to no avail.

What else can I do to try and work out what the problem is? My ISP is the London Grid for Learning. Currently we're on LGFL2 which came in last summer. Before that the device worked. I have spoken to LGFL's technical support team who've helped me set up some firewall rules to enable the device to access the Internet. They were very kind to supplement the firewall rules I'd asked for with some more based on reading a Vodafone PDF (http://www.vodafone.co.uk/cs/groups/public/documents/webcontent/vftst061123.pdf).

I notice you said in your first reply that you could see my device had needed a resync since June 17th. Does that mean that you are able to see my device accessing the network or vice-versa?

[Sukhi]

Hi MarcLister

What Ben meant was that the Sure Signal has not conneced to our serveres since the 17th June.

So that we can look into this further can you provide 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

Sukhi

[MarcLister]

Hi Sukhi,

Thanks for the update.

Speed test: [URL=http://www.speedtest.net/my-result/2904326592][IMG]http://www.speedtest.net/result/2904326592.png[/I...

Ping test: Failed. I get a message saying a firewall might be blocking the connection, in this case that'll be the London Grid for Learning network firewall.

External IP address: 171.33.193.7

Sure Signal serial number: 21229079526

Tracert test: Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\marcl>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  172.30.165.33
  2     1 ms     1 ms     1 ms  172.22.26.94
  3     3 ms     2 ms     2 ms  172.18.159.205
  4     3 ms     2 ms     2 ms  172.30.191.66
  5     3 ms     3 ms     3 ms  172.30.191.29
  6     5 ms     4 ms     4 ms  171.33.199.253
  7     4 ms     3 ms     3 ms  ja-th.lgfl.net [194.80.192.6]
  8     4 ms     3 ms     3 ms  ae2.londtn-sbr1.ja.net [146.97.35.137]
  9     4 ms     4 ms     4 ms  ae0.lond-gw-ixp4.ja.net [146.97.35.182]
 10     6 ms     7 ms     7 ms  ldngw1.arcor-ip.net [195.66.224.209]
 11     5 ms     5 ms     5 ms  85.205.116.2
 12     *        *        *     Request timed out.
 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.

C:\Users\marcl>tracert 212.183.133.177

[Retired-Simon]

Hi MarcLister

Thanks for your reply.

It appears that your IP range isn’t whitelisted to work with Sure Signal.

I’ve requested this now for you and it takes up to 48 hours.  

Thanks

Simon

[MarcLister]

Hi Simon,

Thanks for that. I'm not back at work until September 2nd. Will everything still be OK then or will I need another re-sync?

Cheers,

Marc

[Retired-Andy]

Hi Marc,

I’ve checked for you today and your IP address is now showing on our whitelist.

When you get back to work, I’d advise a factory reset of your Sure Signal. This will make sure it has the latest profile installed.

To do the reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks,

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[MarcLister]

Hi Andrew,

Thanks. Sounds promising. I'll reset the device as per your instructions in September when I return to work.

Survey completed as well for you.

Regards,

Marc