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Jenny
This issue presents the following symptoms:
For version 1 Sure Signal (the one with four lights on the front):
- Lights one and two are solid which indicates the Sure Signal is connected, but isn't giving a 3G signal.
- Light four doesn’t light up or lights occasionally and then goes out at certain times of day.
For version 2 Sure Signal (the one with 3 lights on the front):
- The power and system lights are both solid, indicating that the Sure Signal is giving a 3G signal.
- Your registered phones don’t pick up a 3G signal.
For version 3 Sure Signal (the plug in version):
- Power, internet and service lights are solid and the ‘in use’ light is either solid or flashing
- Your registered phones don’t pick up a 3G signal
Troubleshooting steps:
Check that your broadband connection meets our minimum requirements.
Please run the broadband speed checker.
If your connection fails any part of the test, this indicates an issue with your Internet Service Provider (ISP) and you’ll need to contact them to discuss this.
Your connection speed will vary throughout the day, so we recommend running it at various times to get an accurate reading.
To ensure the Sure Signal broadcasts at the correct frequency, it sends and receives small amounts of data to a Network Time Protocol Server hosted by ourselves. If these packets of data take longer than 240ms to make a round-trip, the accuracy can no longer be ensured and so the Sure Signal will automatically stop broadcasting and light four will go out.
Check for planned maintenance.
Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.
Reset your Sure Signal:
- Hold in the reset button until all lights go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- Wait for all lights to come on and then release the reset button
The Sure Signal will be back online in around 1 hour.
Configure your Router Firewall.
The IP address and ports used for NTP (Network Time Protocol) synchronisation are listed below. You may need these to configure the correct firewall settings on your router.
This step isn’t usually necessary, but it may help if you’re using a complex network (such as a corporate or office LAN), or a complex router.
We recommend contacting your ISP or router manufacturer directly for detailed instructions on exactly how to change your router settings. Alternatively, select your router make and model over at http://portforward.com and follow the default guide there.
Destination IP addresses:
- 212.183.133.181
- 212.183.133.182
- 212.183.131.128/26
- Protocol = UDP
- Port = 123
Please note that in the list of IP addresses above, the notation "212.183.131.128/26"means the entire range of IP addresses between 212.183.131.128 and 212.183.131.191
Perform a PathPing to our server.
In order to check if the Sure Signal's able to communicate with our NTP server, a PathPing can be performed as a test. In order to do this, you'll need to open the command prompt in Windows as follows:
- For XP just click Start > Run and type cmd then hit enter
- For Vista/Windows 7, press Start and type 'cmd' into the search bar
- Right click the result and click ‘Run As Administrator’
Once you're in the command prompt, type in PathPing 212.183.133.181. This will perform a trace route to the NTP server and will show you the route it took to get there. One of the columns will display packet loss, if this occurs before hitting our server, you'll need to contact your ISP for further assistance.
If you've completed all the troubleshooting steps above and not identified the cause of the issue, your Sure Signal may be faulty. Please post in this thread and we can look into it further.
Thanks,
Jenny
Hi logitech,
I’ve spoken with our technical support team and they’re unable to ping your Sure Signal.
This suggests that it’s not able to create a stable connection to our servers.
Try a full factory reset to see if this helps:-
- Hold down the reset button until all the lights show/flash (about 30 seconds)
- Keeping the reset button held down, remove both the Ethernet cable and power lead
- Re-insert the power lead
- Once all the lights display, release the reset button
- Re-insert the Ethernet cable.
If it doesn’t, the next option would be to try the device in a different location such as a family member or friend’s house.
Let me know how you get on.
Cheers,
Andy
Hi logitech,
I can see your Sure Signal made contact with the network at 12:10 am today.
Please can you confirm if it’s working fully now?
Thanks,
Gemma
Hi logitech,
Your Sure Signal firmware is up to date. Although it's connecting to our servers, we're not getting information back from it.
So we can rule out a faulty unit, try testing it for an hour on an alternative ISP at a friend or relatives house. If it still doesn't work there, we can arrange an out of warranty repair or you can buy a new Sure Signal.
Cheers, Ben
Hi kerryc1968,
Everything looks fine with the registration and the tests that you’ve done.
The first thing to try is a full reset using the instructions below.
If this doesn’t work, are you able to try a different power adapter because we’ve seen this light sequence being caused by a faulty power adapter?
Reset your Sure Signal:
-Hold in the reset button until all lights go solid
-Pull the power lead and the Ethernet cable out with the reset button still pushed in
-Continue to hold down the reset button and reconnect the power lead
-Wait for the lights to come on and then release the reset button
-Plug the Ethernet cable back in.
Your Sure signal should come back online within one hour.
James
