Sure Signal has stopped Working

[TobyD]

My SureSignal has suddenly stopped working and this has now gone on for over a week.

I have tried all the troubleshooting tips - Resetting SureSignal, checking connectivity etc with no effect.

The Sure Siggnal simply shows a steady power light, no other lights on.

The ethernet cable lights work as expected.

No changes have been made to the router or any other part of the configuration.

All other devices can access the web at a good speed.

Help!

[Gatehouse]

Hi TobyD,

I have been having a similar issue for over a week with my V1 device which had been working fine for several months - unfortunately I don't have a solution but I suspect that Vodafone have made some configuration changes as other users are also reporting problems.

[Retired-Kay]

Hi,

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,

Kay

[TobyD]

Your speed test results from here.

25.92 MBps Down, 8.6MBps Up

Your ping test results from here.

Ping 35ms, Jitter 2ms

Your external IP address from here.

86.161.80.139

The results of a traceroute.

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
 1  bthomehub.home (192.168.1.254)  1.866 ms  0.941 ms  0.919 ms
 2  172.16.12.132 (172.16.12.132)  14.642 ms  14.805 ms  13.982 ms
 3  * * *
 4  217.41.216.125 (217.41.216.125)  17.365 ms  14.848 ms  28.802 ms
 5  212.140.235.54 (212.140.235.54)  17.819 ms  17.998 ms  14.823 ms
 6  31.55.164.41 (31.55.164.41)  15.488 ms  15.263 ms  14.613 ms
 7  31.55.164.107 (31.55.164.107)  15.212 ms  15.166 ms  15.281 ms
 8  109.159.248.59 (109.159.248.59)  16.185 ms
    109.159.248.121 (109.159.248.121)  15.320 ms
    109.159.248.69 (109.159.248.69)  15.356 ms
 9  core2-te0-3-0-16.ilford.ukcore.bt.net (109.159.248.30)  23.610 ms
    core1-te0-3-0-3.ealing.ukcore.bt.net (109.159.248.20)  23.309 ms  22.955 ms
10  peer2-xe7-0-0.telehouse.ukcore.bt.net (109.159.252.27)  21.377 ms  21.293 ms  21.092 ms
11  166-49-211-198.eu.bt.net (166.49.211.198)  21.492 ms  21.498 ms  21.578 ms
12  166-49-211-254.eu.bt.net (166.49.211.254)  23.368 ms  23.416 ms  23.154 ms
13  * * *
14  * * *
.......

Your Sure Signal serial number:

21227842537

[Retired-Ian_]

Hi TobyD,

Everything looks fine with the information you've supplied.

Your Sure Signal last connected to the server yesterday morning at 06:46am.

I've arranged for a resync for you. You'll need to perform a factory reset.

To do a factory reset, follow the one of the processes below.

For versions 1 and 2:-

• 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

For version 3:-

• 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

Leave the Sure Signal switched on for the next 24 hours.

Thanks

Ian

[Retired-Ian_]

Hi tobyD,

I've merged the post from 11.28am yesterday with your other posts here, so all the information is in one place.

How are things after the resync yesterday?

Thanks

Ian

[TobyD]

Hi Ian,

The problem has still not been resolved.

Toby

[Ben_H]

Hi Toby,

Your unit is on the latest firmware and the Sure Signal connected to our servers in the early hours of this morning.

The only other thing we can suggest now is to test it on an alternative internet connection. Can you try it out on a friend or relatives internet so we can rule out a faulty Sure Signal?

Cheers, Ben

[TobyD]

OK, I will try that when I get a chance.

Has the latest version of firmware been pushed to my SS?

Toby

[DaveCD]

Hi TobyD

I've checked and can see that the software has been updated.

Please keep us updated once you've been able to try it on another connection.

DaveCD