SSv2 cant connect

[jonme]

I cant get the suresignal to connect anymore, just get the solid power light. I have tried to implement the troubleshooting tips but to no avail. (open ports, reset etc.)

I have changed router since the last time the SS was succesfully connected. 

Serial 40111604852

Jon

[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

[jonme]

Speedtest result : 1.63mbpsDL 0.58mbpsUL

Ping:50ms , jitter 6ms, packet loss 0

Ip Address: 62.49.74.113

tracert:

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 192.168.50.1
2 46 ms 42 ms 51 ms anchor-hg-3-lo100.router.demon.net [194.159.161.
34]
3 44 ms 43 ms 46 ms no-dns-yet.demon.co.uk [194.217.23.33]
4 46 ms 42 ms 42 ms gi4-0-0-dar4.lah.uk.cw.net [194.159.161.78]
5 51 ms 43 ms 42 ms xe-11-1-0-xur1.lns.uk.cw.net [193.195.25.34]
6 60 ms 42 ms 42 ms xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
7 51 ms 43 ms 42 ms ae0-xcr1.lnt.cw.net [195.2.30.6]
8 89 ms 84 ms 46 ms vodafone-gw1.cw.net [195.59.77.26]
9 60 ms 54 ms 51 ms 85.205.116.2
10 * * * Request timed out.
11 * * * Request timed out.
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.

[Ben_H]

Hi jonme,

Thanks for posting. The traceroute seems fine and looking at your serial number it seems your unit hasn't touched base since 31/10/2012. As such, I'm going to perform a manual resync for you. Could you reset your unit for me to complete the operation and reset the phone? Let me know if you're still facing any issues.

Cheers, Ben

[jonme]

Hi Ben,

Just an update. Cant get the unit to connect but have tried at home with success - so the unit is ok.

On this router (at work) all outbound ports are allowed, and vpn passthrough is enabled - which is basically the ports required in the  troubleshooting FAQ. Also upnp is enabled but this isnt actually required as the SS does not support it? 

can you check my internet address isnt blocked?

cheers.

[Retired-Kay]

Good Evening jonme, 

I've checked your works IP address and it is on the whitelist so from this side everything is set up correctly. 

It sounds like this is a Firewall issue, you would need to speak to your IT department for further help on this. 

Do let us know how you get on. 

Kay

[jonme]

Ok, so have been doing some troubleshooting with my router manufacturer, I can now get the SSv2 to connect, but I also have a version 1 suresignal that wont connect despite the same setup. I know it works as it connects on different router/isp.

I have tried the reset procedure.

Serial 21232187571

[Retired-Dave]

Hi jonme,

I can see this Sure Signal last connected succesfully on Friday, so I've performed a resync.

One thing I did note is that the system shows a location change of some kid. Can you log in and ensure the postcode is showing correctly?

 - If not, please update the postcode to the correct one.

 - If it is, please update to any other postcode, wait about an hour, then reset it to the corrrect one. This will refresh the system.

If these steps haven't sorted this, can you try another factory reset of the Sure Signal.

Let us know how you get on

Dave