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17-08-2013 08:25 PM
HI, I have recently purchased the latest Sure Signal, however it keeps losing it's connection after 2-3 days, I then have to reset it. It takes a long time to reestablish a connection but when it finally does, again it loses connection after 2-3 days. Could you please advise. Many thanks
18-08-2013 07:30 PM
Hi JohnDoody,
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
19-08-2013 07:29 PM
Hi , here is the information as requested
Speed Test 8 Mb/s
Ping Test - Grade B
IP Address 2.218.123.36
Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.
C:\Users\Derek>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 77 ms 36 ms 5 ms 192.168.1.1
2 * * * Request timed out.
3 * 92 ms 106 ms ip-89-200-132-230.ov.easynet.net [89.200.132.230
]
4 60 ms 77 ms 67 ms te0-6-0-5.er10.thlon.ov.easynet.net [89.200.134.
219]
5 * * * Request timed out.
6 * * 122 ms 195.50.122.66
7 * * 72 ms 85.205.116.6
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.
C:\Users\Derek>
Sure Signal Serial No.40131982072
21-08-2013 09:16 AM
Hi JohnDoody,
Issues such as these can sometimes be difficult to isolate where the problem lies.
It could be the internet provider closing the VPN connection that the Sure Signal uses or it could be the unit over heating.
Can you confirm who your internet provider is?
Do you notice a drop in internet speeds when the connection drops?
Does the light sequence change when this happens?
James
23-08-2013 04:11 PM
Hi, my ISP is SKY, there is no drop in internet speed when I lose the connection, I get a flashing red power light when I lose the connectivity.
Thanks for your help
24-08-2013 05:23 PM - edited 24-08-2013 05:24 PM
Hi JohnDoody,
If the only light on is the flashing red power light, this means there's an issue with the Sure Signal box itself.
Can you try switching the Sure Signal off for a while, then restarting it to see if this caus4s it. Whilst it's not showing as overheating - that would be all lights flashing - it may be contributing so allowing it to cool down and moving it to a well-ventilated location may clear this.
Dave
25-08-2013 07:19 AM
Hi, sorry I should have mentioned, the internet light remains lit (the one next to the power) when the power light starts flashing
25-08-2013 07:29 AM
.....and also the in service light remains solid. This is from memory, I'll reply again when the problem happens again, with the exact sequence. Thanks