Sure Signal - Power light goes off after set up

[richard9]

I have a suresignal (with 4 lights).  it is registered and I have plugged it in, reset it as instructed because it has moved postcode.  The power light stays on for about 5 minutes then goes off.  No other lights go on (except after set up when they rotate across the four as expected)

I have tried everything I can think of.

Could it be being blocked from reaching the internet by the the router?

I have a pretty new Virgin Media router.

Thanks

[Gemma]

Hi richard9,

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,

Gemma

[richard9]

Gemma

Troubleshooter failed because it assumes that if the power light goes off the power supply is faulty.  It isn't and the ethernet lights flash

Re the info you asked for:

Speed test:  60.82Mbps download, 2.98Mbps upload, ping 32ms

Ext IP address  86.8.11.179

Traceroute:

Richards-iMac:~ Richard$ traceroute 212.183.133.177

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

 1  routerlogin.net (192.168.0.1)  0.997 ms  0.609 ms  0.954 ms

 2  cpc29-hers4-2-0-gw.6-3.cable.virginm.net (86.8.8.1)  10.897 ms  12.260 ms  12.580 ms

 3  hers-core-1a-ae1-1672.network.virginmedia.net (80.3.33.69)  9.353 ms  10.642 ms  9.546 ms

 4  brnt-bb-1c-ae10-0.network.virginmedia.net (62.253.174.205)  11.100 ms  14.942 ms  15.302 ms

 5  195.2.9.149 (195.2.9.149)  49.589 ms  17.973 ms  19.578 ms

 6  ae15-xcr1.lns.cw.net (195.2.30.114)  20.418 ms  19.889 ms  20.045 ms

Serial number is 21227736606

Thanks for your help

Richard

[Retired-James]

Hi richard9,

Everything looks fine with the tests that you’ve done but the Sure Signal hasn’t connected to our server in a few days.

Does the power light ever come back on?

If you try this in a different socket do you get the same issue?

Are you able to try a different power cable to see if this is causing the problem?

If this is still happens, it would point to a faulty Sure Signal or power supply.

As it’s no longer covered under warranty, this would mean that you’d need to buy a new one from here.

James

[nigelsell]

I have a sure signal v1.  It has stopped working.  The power light stays on for about 5 minutes then goes off.  No other lights on (except after set up when they rotate across the four as expected). Yellow and green light constantly on at the ethernet port (new cable). 

Ping 43 ms

Download speed 1.53 mbps

Upload speed 0.70 mbps

IP address 86.171.170.28

Tracert

1   390 ms    99 ms    99 ms  BThomehub.home [192.168.1.254]

2    24 ms     *       25 ms  217.32.147.3

3    26 ms    35 ms    26 ms  217.32.147.46

4    27 ms    26 ms    27 ms  213.120.176.26

5    30 ms    26 ms    26 ms  217.41.168.87

6   115 ms    28 ms    27 ms  217.41.168.109

7    27 ms    38 ms    26 ms  acc2-10GigE-0-1-0-4.l-far.21cn-ipp.bt.net [109.1

9.249.198]

8    27 ms    26 ms    27 ms  core3-te0-12-0-21.faraday.ukcore.bt.net [109.159

249.149]

9    35 ms    31 ms    31 ms  62.6.201.215

10    54 ms    29 ms    33 ms  lndgw2.arcor-ip.net [195.66.224.124]

11    29 ms    29 ms    34 ms  85.205.0.86

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.

race complete.

:\Users\Nigel>

Suresignal 21227754864

[Retired-Ian_]

Hi @nigelsell,

I can see that there's been a location change that hasn't completed.

I've done that and to complete it, I've pushed through a resync.

Please perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Please make sure all these ports are 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)

Thanks,

Ian