Sure Signal V1

[TonyDAQS]

I have returned from 2 weeks holiday and my sure signal has stopped working.

Serial Number 21221760891

I have reset the device as instructed in your troubleshooting information.

I have re-booted my router and checked speed and connection quality which is satisfactory.

I have replaced the Ethernet cable with a new cable.

The sure signal shows a steady green light and flashing orange data at the rear.

The power light is lit and after reset the @ and tick lights flash for a short period then go out.

After about 30 minutes all the lights come on and stay on until a reset is performed again

As this is a business account and I live in an area with no useable coverage (HG3 3RW) correct operation of the sure signal is essential to allow my customers to contact me.

Please investigate this immediately and confirm this issue is logged with your support team.

[TonyDAQS]

Test Results

http://www.speedtest.net/my-result/3744604969

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/105775031.png[/IMG][/URL]

IP Address 91.125.72.247

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Tony>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  router.belkin [192.168.2.1]

  2    72 ms    36 ms    33 ms  lo0-central10.pcl-ag02.plus.net [195.166.128.183

]

  3    32 ms    32 ms    33 ms  link-a-central10.pcl-gw01.plus.net [212.159.2.16

4]

  4    33 ms     *       32 ms  xe-10-1-0.pcl-cr01.plus.net [212.159.0.196]

  5    36 ms    32 ms    32 ms  ae1.ptw-cr01.plus.net [195.166.129.0]

  6    36 ms    35 ms    35 ms  ldngw1.arcor-ip.net [195.66.224.209]

  7    34 ms    33 ms    34 ms  85.205.0.86

  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.

[Sukhi]

Hi TonyDAQS,

Your Sure Signal is on the latest firmware however is not connecting to our servers.

I'd recommend resetting your router and then your Sure Signal.

Please also make sure you have the correct ports open. This can be found here.

Thanks,

Sukhi

[TonyDAQS]

Hi

According to the dashboard the staus is active.

I have already reset the router and sure signal 

THe router has worked fine with the sure signal for over 9 months and there have been no changes made to it in the 2 weeks I have been away so it must be an issue with your server/systems.

Can you re synch the sure signal or do something to resolve this issue as I am unable to contact clients

Thanks

[Retired-Ian_]

Hi TonyDAQS,

The only thing I can find is a change of location for the Sure Signal.

I've pushed through a resync for you and I need you factory reset it:

1. Hold down the reset button until all the lights show (about 30 seconds)
2. Keeping the reset button held down, remove then re-insert the power lead
3. Once all lights display release the reset button
4. The Sure Signal will come online in around 1 hour

Thanks,

Ian

[TonyDAQS]

Hi

Still not working

After reset power light is steady 

@ light flashes for a while then remains on

Tick light flashes a few times then stops and @ light flashes again.

This sequence continues.

I dont see how you can have recorded a change of location as the box has'nt moved in the last 2 years.

Need you to come up with something else or send me a contact number/e-mail for your technical department, not the 03333040191 number as this offers no technical assistance for sure signal.

[Retired-Kay]

Hi TonyDAQS, 

It could be something as simple as a power cut that has reset your router to factory settings. 

Please follow the instructions Sukhi provided to make sure the correct ports are open. 

If it's still not working, please deregister the Sure Signal for a few hours and then re-register it. 

Thanks, 

Kay