SS1 not working anymore

[maxscott]

I have SS1 which has been working fine. Now it won't work for some reason. I have restarted it several times. I have lights 1, 2 and 4 on solid. My internet is fine. Just can't seemt o get my 3G working.

Thanks

[maxscott]

I have - by the way - been through all the troubleshopoting steps.

[Retired-Matt_Vo]

Hi 

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

Matt
Moderator

[maxscott]

Hi Matt

Tried the suggestions but no luck

Speed test is a bit variable but I\'m getting ping 13, upload 12.2, download 1.0

Ping test – unable to test packet loss, ping 58ms, jitter 25ms

Ip 217.155.33.81

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.32.252 (192.168.32.252)  0.452 ms  0.376 ms  0.341 ms

 2  losubs.subs.dsl3.th-lon.zen.net.uk (62.3.84.25)  10.570 ms  10.452 ms  10.863 ms

 3  ge-2-1-0-131.cr2.th-lon.zen.net.uk (62.3.84.253)  10.547 ms  10.624 ms  10.866 ms

 4  lndgw2.arcor-ip.net (195.66.224.124)  15.449 ms  12.250 ms  14.448 ms

 5  85.205.116.2 (85.205.116.2)  11.503 ms  11.259 ms  11.185 ms

 6  * *

Serial number 21197189141

Thanks

Max

[Retired-Dave]

Hi maxscott,

Those all look fine, so I've given your Sure Signal a resync.

Can you reset the box for me so we can make sure that's picked up and let us know if this helps?

• 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.

Dave

[maxscott]

Thanks - seems to be all OK now.

[kdietz]

My SS1 has not been working for a few days now - lights seem to be on and off at random. (Currently only 1 and 2 are on; earlier, only 1 was on; at one point 1, 2 and sometimes 4 were on...)

Internet is fine. Router is fine. I have done a reset, tried turning it on and off, checked the router, prayed to the signal gods - all to no avail.

SS1 SN: 21230675270

Speed test: DL 6.41   UL 0.52

Ping: 37

IP: 78.148.109.122

Please help?

[Ben_H]

Hi kdietz,

Thanks for posting. I've checked our systems and I can see your Sure Signal synchronised in the very early hours of this morning around 3am. Has this now configured itself? 

If not, there's nothing untoward about your IP address, but your upload speeds are quite slow. Could you redo the speedtest for me at a different time of day and also post the results of your Traceroute as found in the Sure Signal Troubleshooting thread?

Cheers, Ben

[kdietz]

Sorry - how do I do Traceroute on a Mac?

And could you explai what you mean by 'synchronised at  3am'? (I know what 3am is; synchronised with what? How? Does that mean it should be working, or does it explain why it is not working?)

(I have had this SS for years, btw...)

[Retired-Lee]

Hi there kdietz,

Thanks for posting your traceroute.

Everything looks fine there.

When Ben said about it synchronising, he meant it connected to our servers.

If the VSS falls out of sync, it will fail.

Can you try rebooting both the VSS and the router?

Could you also post your speedtest results?

Cheers,

LeeH