Sure Signal 3 Suddenly Stopped Working - Help!

[southpolesurfr]

Hi

I got my Sure Signal 3 in Nov 14.  It resolved my signal issues and I've been really happy with it until now, but suddenly over the last week it stopped working and I'm back to square one.  The phone light is solid orange, the strip power light is flashing red, and the other lights aren't on.  I've tried resetting it and this doesn't help. The connector lights at the back of the unit are solid green and intermittently flashing orange as the troubleshooting info says they should be.  Here are the answers to the questions for further troubleshooting:

Sure Signal Serial No: 42143906503

Speed Test: Download 30.66 Mbps Upload 5.87 Mbps

Ping Test: Ping 32ms Jitter 3ms Grade B

External IP Address: 81.159.244.86

Can anyone help?  I'm missing a lot of work calls right now, it's becoming a real problem.

Thanks!

[southpolesurfr]

Hi

I got my Sure Signal 3 in Nov 14.  It resolved my signal issues and I've been really happy with it until now, but suddenly over the last week it stopped working and I'm back to square one.  The phone light is solid orange, the strip power light is flashing red, and the other lights aren't on.  I've tried resetting it and this doesn't help. The connector lights at the back of the unit are solid green and intermittently flashing orange as the troubleshooting info says they should be.  Here are the answers to the questions for further troubleshooting:

Sure Signal Serial No: 42143906503

Speed Test: Download 30.66 Mbps Upload 5.87 Mbps

Ping Test: Ping 32ms Jitter 3ms Grade B

External IP Address: 81.159.244.86

Can anyone help?  I'm missing a lot of work calls right now, it's becoming a real problem.

Thanks!

[Gemma]

Hi @southpolesurfr 

The light sequence you’re seeing means your Sure Signal may have a connection or IP allocation issue with your home router.

Please check all connections and test a different Ethernet cable.

If it’s still not working, please check your ports are opened as follows:

• 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

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

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

Thanks, 

Gemma

[southpolesurfr]

Thanks Gemma

We did get it working again.

Cheers

S

[HelgiJ]

Hi,

I also have similar SureSignal issues; Power light, and the 2 other lights are on but not the 3rd "in use light" - and there is no connection by the phone to the device. I have tried to register the device (that seemed to have been lost somehow, I think), and also several resetting and waiting many hours but no luck. I notticed that in your instructions you state that the lights should come on when holding the reset button for  long time - this does not happen when I do it. Is there anything that I can do to resolve the isse or is the device dead?

[DaveCD]

@HelgiJ,

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

• Your ping test results

• Your external IP address

• The Sure Signal Serial number

• 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

DaveCD