SSV3 Not working again

[louise_afs]

Hi,

My Sure Signal stopped working about 2 days ago. I decided to leave it for a day or so because I've been constantly having to restart it and didn't want to do it again. I can't get it to work at all. The power bar is solid red but the internet symbol just keeps flashing, the other two symbols don't light up at all. I'd like to request a factory reset if possible.

My Speed test results are here:

http://www.speedtest.net/my-result/3327057258

Ping Test

http://www.pingtest.net/result/93788907.png

Your IP address is: 86.135.143.100

Your IPV6 address is ::ffff:5687:8f64

Microsoft Windows [Version 6.2.9200] (c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\louise>tracert 212.183.133.177

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

  1    21 ms    75 ms    96 ms  BThomehub.home [192.168.1.254]   2    24 ms    24 ms    25 ms  217.32.142.100   3    24 ms    25 ms    63 ms  217.32.142.142   4    31 ms    31 ms    35 ms  212.140.206.2   5    30 ms    30 ms    30 ms  31.55.165.9   6    31 ms    43 ms    31 ms  31.55.165.107   7    31 ms    30 ms    31 ms  acc1-10GigE-2-2-0.mr.21cn-ipp.bt.net [109.159.25 0.90]   8    41 ms    44 ms    45 ms  core2-te0-13-0-0.ilford.ukcore.bt.net [109.159.2 50.11]   9    36 ms    37 ms    41 ms  peer2-xe-4-3-0.telehouse.ukcore.bt.net [109.159. 252.53]  10    38 ms    37 ms    38 ms  t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net [166.49.211.18 0]  11    41 ms    39 ms    66 ms  166-49-211-254.eu.bt.net [166.49.211.254]  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\louise>

[louise_afs]

Serial number is 40133638987

[Retired-Andy]

Hi louise_afs,

The light sequence you’re seeing shows that your Sure Signal is going through the set up process and downloading a profile.

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

I can see your Sure Signal connected to our servers last night, is it now working normally for you?

If not, check to make sure the following ports are 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

Also, try a different Ethernet cable between the router and Sure Signal to see if this helps.

If you do a factory reset as shown below, this will automatically resync your device against our systems.

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 get on.

Cheers,

Andy