Sure Signal 3 only showing red light

[gordon-a1]

Hi,

I purchased and set up my sure signal 3 in November and up until last week it was working fine.  Now all I get is the red light.

Any suggestions on what I need to do?

[Retired-James]

Hi gordon-a1

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

James

[gordon-a1]

Hi James,

The trouble shooting guide didn't help as the only light which is on is the power light (solid red), all others are off.  Below are the details you are asking:

PING - 65 ms
Download - 4.28 mbps
Upload 0.69 mbps

IP Address 2.121.231.68

IPV6 Address ::ffff:279:e744

Last login: Mon Dec 30 09:46:52 on console

Alistair-Gordons-MacBook:~ gordon-a1$ 

Alistair-Gordons-MacBook:~ gordon-a1$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  myrouter.home (192.168.0.1)  2.036 ms  2.031 ms  1.496 ms

 2  * * *

 3  te0-0-0-3.pr0.bllon.ov.easynet.net (89.200.135.166)  33.732 ms  30.662 ms  35.664 ms

 4  ae99.edge3.london2.level3.net (212.187.201.57)  31.195 ms  29.646 ms  30.890 ms

 5  ae-0-11.edge4.london2.level3.net (4.69.200.126)  30.474 ms  30.242 ms  30.635 ms

 6  ae-3-3.ebr1.london1.level3.net (4.69.141.189)  31.278 ms  30.861 ms  31.192 ms

 7  ae-44-44.ebr1.london1.level3.net (4.69.167.30)  30.795 ms

    ae-41-41.ebr1.london1.level3.net (4.69.167.18)  31.229 ms

    ae-43-43.ebr1.london1.level3.net (4.69.167.26)  30.827 ms

 8  ae-57-112.csw1.london1.level3.net (4.69.153.118)  30.592 ms

    ae-59-114.csw1.london1.level3.net (4.69.153.126)  37.500 ms

    ae-57-112.csw1.london1.level3.net (4.69.153.118)  34.074 ms

 9  ae-121-3507.edge4.london1.level3.net (4.69.166.9)  30.810 ms

    ae-122-3508.edge4.london1.level3.net (4.69.166.13)  31.393 ms

    ae-119-3505.edge4.london1.level3.net (4.69.166.1)  31.103 ms

10  195.50.122.66 (195.50.122.66)  45.724 ms  50.065 ms  47.973 ms

11  85.205.116.10 (85.205.116.10)  45.201 ms  45.751 ms  44.629 ms

[Retired-Andy]

Hi Gordon-a1,

Everything’s fine with your speed test, ping, and traceroute.

Your IP address is on our whitelist so no problems there either.

I can’t see your Sure Signal serial number on your post so have been unable to check this for you.

On your router, check to make sure that the MTU (Maximum Transmission Unit) is set to 1500.

Also, check to make sure the following ports are open/forwarded:-

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

If this doesn’t help, and you’re using the Ethernet cable that came with the unit, try changing it for a different one.

Also, try the Sure Signal on a different internet connection such as that of a family member or neighbour.

Let me know how you go on.

Thanks,

Andrew

[gordon-a1]

Thanks Andrew.  For reference, the serial number for the sure signal 3 is 40133643151.  Could you check whether this is registered at your end?  I've updated the port settings, lets see where that takes us...I just don't get why it was working previously as I haven't physically changed any port settings.

[Retired-James]

Hi gordon-a1,

The unit has registered but it’s not connected to the server.

Who is your internet provider and what router are you using?

James

[gordon-a1]

Sky broadband with sagem router.

[Jenny]

Hi gordon-a1,

Thanks for getting back to us.

There shouldn’t be any problems with that.

If you log into your router admin panel, please check that the Sure Signal has been assigned an IP address by your router.

Also, is this a static or dynamic IP address?

Thanks,

Jenny 

[gordon-a1]

Hi, apologies but I don't know what you are asking me to do.  Below is what I can see on my router settings for IP addresses, could you tell me what I need to do to get the hardware working please?

[Ben_H · Accepted solution]

Hi gordon-a1,

Unfortunately we're unable to advise how to use third party equipment like your router.

However if your ISP supplied it I'm confident Sky can help you if you're unsure how to assign an IP.

Cheers, Ben