Sure Signal 2 not working

[petroc88]

My Sure Signal 2 has been working fine since installation about 12 months ago but for the last week has been behaving oddly.  It will be working fine then 2 white lights start flashing and there is no 3G.  Then the white lights go out and just the red power light is on.

Nothing in my network setup has changed.

I have tried resetting and although this appears to work for half a day or so, the reset behaviour is not what is described.  I hold the button in but do not get 2 solid white lights, I have waited for 3 minutes and got no white lights.  I have then unplugged the power and re-connected it - the 2 white lights flash very briefly.

Serial No is 40114506492.

[Retired-Andy]

Hi petroc88,

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.

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

Andy

[petroc88]

Hi Andy

Down 5.55Mbps

Up 0.38 Mbps

Ping 39ms

IP 81.154.162.163

tracert - see attachment

Serial No is 40114506492.

Many thanks

Henry

[Retired-Andy]

Hi Henry,

Your ping test and traceroute are fine, and your IP address is on our whitelist.

Your upload speed is very close to the minimum needed for the Sure Signal to keep an open connection to our servers.

Do you have any other devices (a smart TV, pc/laptop) that also use your connection?

If so, they make take the upload speed below the minimum needed.

To check this, disconnect any other devices and see if the Sure Signal can connect.

If it can, you’d need to speak with your ISP (Internet Service Provider) about increasing your connection speed.

Thanks,

Andy

[petroc88]

Hi Andy

Been away so slow to reply.  Nothing has changed on our system and it was working well for a year or so.  I've tried unplugging everything and the only thing that has changed is that the Sure Signal box is doing nothing at all now.  No red power light or anything.  I have tried plugging in to other sockets but it is lifeless.  What do I do now?

Kind regards

Henry

[DaveCD]

Hi petroc88.

Please perform another traceroute due to the time that has passed since the last post.

What lights are showing on the Sure Signal?

Please check that the following ports are open on your router:

Ports to be opened for forwarding

•          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)

IP addresses to be allowed on the router & firewall

•          212.183.133.177-179
•          212.183.133.181-182
•          212.183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

•          Unplug the ethernet cable from the Sure Signal
•          Locate the button on the base of the box next to the Ethernet ports
•          Press and hold the button for approximately 30 seconds
•          Once the lights come back on, release the button
•          Plug the cable back in
•          Allow around one hour for the Sure Signal to come back online.

 DaveCD