SSV1 stopped working

[roggers87]

Hi

Got the V1 SS box.  Been working fine on my old router and then changed routers.  SS has been working fine on my new router. connected first time and picked up all my phones.

the other day my SS box stopped working.  i only get the solid light on number 1.  i have tried to reset the box but as soon as i reset the box the solid number 1 light comes on and then nothing else happens!!

have configerured my router to all the correct setting as requested on the troubleshot page but still no luck. 

thanks

[Phil]

Hi roggers87,

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

Phil

[roggers87]

have already followed everything in the troubleshoot and still no luck.  have got all the setting correct on my router to allow the SS to work but all i get on the SS box is a solid light on number 1 light (power)

info as requested

speed test

Download speed - 11.78mbps

upload speed - 0.78mbps

Ping 76

ip addy 5.198.53.231

tracroute - done on a mac

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  dsldevice.lan (192.168.1.254)  67.102 ms  99.253 ms  100.011 ms

 2  10.55.200.24 (10.55.200.24)  36.903 ms  36.496 ms  36.295 ms

 3  10.55.201.25 (10.55.201.25)  36.539 ms  36.863 ms  36.475 ms

 4  lndgw2.arcor-ip.net (195.66.224.124)  45.253 ms  43.938 ms  44.048 ms

 5  85.205.116.14 (85.205.116.14)  42.589 ms  42.627 ms  43.434 ms

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SS number 21197147248

[Retired-PaulE]

Hi roggers87, 

Your Sure Signal hasn't updated with us since the 12th, and your IP address isn't showing in our Whitelist - I've asked that this be amended now as this is probably what's causing the issue.

It should be sorted in the next 24-48 hours and your Sure Signal should come online without you needing to do anything - everything else you've posted looks fine :smileywink:

Paul