Sure Signal V3 not working

[bnghtd]

Hi,

Hope someone is able to help; we're using a Sure Signal V3 that had previously worked in another location. It is not working in the new location (post code registered with Vodafone), the red light is flashing, the internet light is off, and the service and user lights are solid orange.

Speed test: 5.37 Mbps down, 1.64 Mbps up
External IP address: 81.171.225.18

Sure Signal serial number: 42152181303

Traceroute results:

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 220 ms 1 ms 2 ms 192.168.22.1
2 74 ms 76 ms 81 ms 192.168.40.3
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.

Any assistance would be greatly appreciated...

[drey_p]

Hi there

How long ago was the SureSignal last used?  If it was more than 12 months ago, you will need to get a new device as it will have been suspended. 

[bnghtd]

Thanks for the quick response.

It's a new device; it wasn't working at a remote office so I took it to our head office to test that it wasn't faulty. It worked there but still isn't working in the remote office.

[drey_p]

So that would indicate that the issue is at the remote site.  How long did you leave it at the remote site?  It can take up to 24 hours to register with the network, although it is normally done a lot quicker. 

[bnghtd]

We tested for 3 days (with a reset after going through some troubleshooting with Customer Services) before taking it back to head office. It's been connected back up at the remote site since 9am today.

Could it be an issue with the IP address or trace route?

[Retired-Wayne]

@bnghtd

Your traceroute indicates an issue at your end, as the trace isn’t even getting out of your local network.

The 192.168.40.1 IP address is an private address, meaning that the trace hasn’t been able to reach the internet.