Sure Signal V3 Not working.

[jimh9704]

Hi,

I had a sure signal device for a while but have not been able to get it working, despite following the various relevent threads in the eforum; I have lised the results of various test that are normally requested.

My modem/router is a Netgear DGND3700 v2

My sure signal serial number is: 40132210267

The lights displayed on VSS are;

Power: Solid

Internet: Slowly flashing white

In Service: out

In Use: out

Speedtest

DL:6.67 mbps

UL:0.37 mbps

ping 44 ms

Ping test

Ping: 36 ms

Jitter: 3 ms

External IP: 31.185.229.108

IP6V ::ffff:1fb9:e56c

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  192.168.0.1

  2    21 ms    19 ms    19 ms  lo0-central10.pcl-ag07.plus.net [195.166.128.188

]

  3    20 ms    19 ms    19 ms  link-b-central10.pcl-gw02.plus.net [212.159.2.18

6]

  4    19 ms    19 ms    19 ms  xe-9-0-0.pcl-cr02.plus.net [212.159.0.218]

  5    21 ms    22 ms    19 ms  ae2.pcl-cr01.plus.net [195.166.129.6]

  6    20 ms    22 ms    23 ms  ae1.ptw-cr01.plus.net [195.166.129.0]

  7    23 ms    20 ms    21 ms  ldngw1.arcor-ip.net [195.66.224.209]

  8    21 ms    21 ms    21 ms  85.205.116.6

  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.

Thanks

Jim 

[Gemma]

Hi Jim,

Your Sure Signal hasn’t made any contact with the network since it was registered last August.

Please can you double check that your Ethernet cable is plugged into one of the four yellow Ethernet ports on the back of your router?

Thanks,

Gemma

[jimh9704]

Hi Gemma,
Yes, it is definitely plugged in, in fact I have just switched ports, using the port that my PC was previously plugged into, so know the port is working.

Regards

Jim.

[Retired-Kay]

Hi jimh9704, 

Can you try it on a different Internet connection (at a friend or family members) and let us know what happens? 

It can take 6 hours to register on a new connection so if it doesn't work straight away it may need this long to configure. 

Thanks, 

Kay

[Splitpin]

The fix for me was to assign an internal static IP address for the suresignal through the router then 'Port Forward' TCP/UDP ports as required by SureSignal to the allocated/reserved internal IP address!

If using DHCP.. Any router firmware upgrade will effectively render the SureSignal inop again unless the above process followed as resets all the firewall rules/services

Contact me for specifics on this and I'll be more than happy to assist!

Ensure that your Sure Signal device is assigned to a fixed static IP address on your router’s network and that IP address should be assigned to Sure Signal device’s MAC address (the sure signal MAC address is written on the back of the sure signal device)

The maximum connection MTU size to guarantee the connection is 1500

Port Protocol Type

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

Regards

Cris

[jimh9704]

Hi Cris,

Thanks for your advice, however, I had already setup the VSS with a reserved IP address and allocated ports 8, 50, 123, 500. 1723 and 4500. But I had recently updated the modem/router firmware.

So last night I reallocated the VSS with a new IP address outside the normal range and set port forwarding on the full range of ports that you suggested. MTU was already set at the maximum the modem/router would allow.

Now I have a different set of light showing on the VSS.

Power: Flashing
Internet: Out
In Service: solid orange
In Use: solid orange

I think this indicates it is not Authenticating.

It probably needs a forced re-sync.

Thanks

Jim

[Retired-Ian_]

Hi Jim,

I've arranged for a resync for you.

To make sure it completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

Let me know how you go on.

Thanks,

Ian