Sure Signal Not Working - Solid Red Light

[shollan]

Hi

My Sure Signal stopped working about a week ago, only the red light is illuminated, it's solid, not flashing. It is one of the plug style units. It has been working since I bought it end Jan 2013, until now.

Serial No: 40124114915

My IP: 193.9.13.135

I have checked the following:

a) tried reset button on the unit, does not seem to have any effect at all (held for 50 seconds), no change, no additional light flash. The red light is continuous.

b) Checked for working internet connection - swapped the sure signal cable port with the one for my laptop on the BT Router, laptop still connects fine so internet connection/ethernet port is fine. Note - standard BT Router less than 1 year old, not Infinity

c) Checked for problems with Sure ethernet cable - port on the plug shows green light so seems to be fine.

d) Rebooted the BT Router and Sure signal with reset - no change.

e) Checked tracert, output is:

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

1 * 32 ms * ukswi11-rtr-1-v39.uk.oracle.com [138.3.236.218]
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
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.

f) Checked the router connections, no sign of any connection from the Sure MAC.

Does anyone know why this would suddenly have stopped working?

Thanks

[Retired-James]

Hi shollan,

Everything looks fine with your registration but it’s not connected to the server in a couple of weeks.

The traceroute is a little concerning as it’s not showing any connection to the internet or our server.

Do you have a firewall on your router that is set to high?

If yes, can you try to lower this and run the test again?

Also, can you try a different Ethernet cable to rule this out of the equation?

If you go into your router setup, can you see if the sure signal has been assigned an IP address?

Do you have any options for UPnP and is it enabled?

You may also want to take a look at the instructions for port forwarding here.

James

[shollan]

Hi James

It's still not working

The firewall is set to Default.

Tried with the working ethernet cable for my PC, no luck.

Router admin shows that the sure signal is not assigned an IP address. Only my PC is.

UPnP is enabled.

I set up port forwarding a couple of weeks ago, still no luck.

There is still only the single red light on the Sure device, no matter how many times I reset it or reboot the router.

Any other suggestions or will I have to return it?

Thanks

[Retired-Ian_]

Hi shollan,

Thanks for that.

It's certainly an unusual issue. 

It hasn't contacted the server since 13/01/2014.

Are you able to try it at a friend or family members?

Thanks

Ian