Stopped Working

[chapmantr]

Hi Tech Team,

Please could you take a look at my unit, serial: 21227753346.

It's the old version one unit, I'm only getting a flashing power light, I've tried deregistering/reregistering and a reset.

I have also tried it on another internet connection and currently have the one from home currently connected and working on the same router, so this rules out the internet connection being a problem.

Thanks,

Tim

[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

[chapmantr]

Speedtest: Down: 20.51Mbps Up: 13.25Mbps

Pingtest: Packet Loss: 0% Ping: 21ms Jitter: 4ms

External IP: 212.219.204.194

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

1 4 ms 2 ms 1 ms 192.168.1.1
2 2 ms 2 ms 2 ms 212.219.204.193
3 10 ms 5 ms 7 ms cleo.manc-ban1.ja.net [146.97.40.46]
4 6 ms 6 ms 6 ms te9-1.manc-ban1.ja.net [146.97.40.45]
5 6 ms 5 ms 5 ms ae11.manc-sbr1.ja.net [146.97.35.49]
6 6 ms 6 ms 6 ms ae13.warr-sbr1.ja.net [146.97.33.153]
7 10 ms 10 ms 10 ms as3.read-sbr1.ja.net [146.97.33.89]
8 11 ms 11 ms 11 ms ae12.lond-sbr4.ja.net [146.97.33.142]
9 12 ms 22 ms 12 ms ae0.lond-gw-ixp4.ja.net [146.97.35.182]
10 15 ms 14 ms 16 ms LNDGW2.arcor-ip.net [195.66.224.124]
11 13 ms 13 ms 13 ms 85.205.116.10
12 * * * Request timed out.
13 * * * Request timed out.

Serial number: 21227753346

-Tim

[Ben_H]

Hi chapmantr,

Thanks for supplying the results. Your traceroute looks fine and there's nothing wrong with the external IP. Looking at your serial number I can see that the last update and contact your unit had with our systems was back on 31st of March.

I've manually pushed a resynchronisation through for you but I'll need you to reset your unit to complete the process. After an hour or so of it being switched back on, you'll see service is restored. Let me know if that's not the case though.

Cheers, Ben

[chapmantr]

Hi,

I tried a reset yesterday and again today at about 11am.

The power led stays solid for a minute or two then starts constantly flashing.

Is there any thing else I can try? - I'm leaning towards it being a faulty unit as I've got another v3 SS plugged in and it's working fine.

-Tim

[Sukhi]

Hi chapmantr

The only other thing I can suggest is you try it with a different internet connection. Are you able to take it around to a friend’s house?

Thanks

Sukhi