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06-10-2010 04:31 PM - last edited on 14-07-2014 04:50 PM by Jenny
This issue presents the following symptoms:
For version 1 Sure Signal (the one with four lights on the front):
For version 2 Sure Signal (the one with 3 lights on the front):
For version 3 Sure Signal (the plug in version):
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:
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:
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:
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
Solved! Go to best answer.
15-01-2014 03:38 PM - edited 15-01-2014 05:15 PM
Hello
serial number 21224717989 version 1
the sure signal stopped working a few days ago after a lont internet outage (2 hours), presented with only light 1 flashing.
I have done a little troubleshooting and have now manged to get to light 1 and 2 solid.
how is it looking from your end?
Internet speed >5 Mbps ping normally <55ms.
pathping
C:\WINDOWS\system32>pathping 212.183.133.181
Tracing route to 212.183.133.181 over a maximum of 30 hops
0 XPS-M133064BIT.int.hillblock.com [192.168.1.104]1 WRT54GL [192.168.1.251]2 192.168.1.2503 losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]4 no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]5 ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]6 ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]7 ldngw1.arcor-ip.net [195.66.224.209]8 85.205.116.149 * * *Computing statistics for 200 seconds...Source to Here This Node/LinkHop RTT Lost/Sent = Pct Lost/Sent = Pct Address0 XPS-M133064BIT.int.hillblock.com [192.168.1.104]0/ 100 = 0% |1 1ms 0/ 100 = 0% 0/ 100 = 0% WRT54GL [192.168.1.251]0/ 100 = 0% |2 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.2501/ 100 = 1% |3 44ms 2/ 100 = 2% 1/ 100 = 1% losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]0/ 100 = 0% |4 45ms 1/ 100 = 1% 0/ 100 = 0% no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]0/ 100 = 0% |5 46ms 1/ 100 = 1% 0/ 100 = 0% ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]1/ 100 = 1% |6 54ms 2/ 100 = 2% 0/ 100 = 0% ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]0/ 100 = 0% |7 54ms 2/ 100 = 2% 0/ 100 = 0% ldngw1.arcor-ip.net [195.66.224.209]98/ 100 = 98% |8 --- 100/ 100 =100% 0/ 100 = 0% 85.205.116.14
Trace complete.
Can you see the sure signal from your end?
Thanks in advance
IAn
FIXED
Came back about an hour later and it is working OK
Don't you just hate it when that happens
Ian
21-10-2010 05:25 PM
21-10-2010 07:01 PM
Hey the robster,
Thanks for your post. The light sequence on your unit should be 1 & 2 on and light 4 flashing if your unit is downloading an update or a profile. Can you confirm for me that this is what you see?
If it's something different, then would you also be able to confirm for me the symptoms you're seeing?
LeeH
eForum Team
21-10-2010 07:38 PM
09-02-2011 07:41 PM
Hi Guys, please help. I received my SS yesterday, registered, plugged in as requested and after its initial startup i have only lights 1 and 2 showing. 3 and 4 havent lit up at all except in startup. I have rebooted pc, router and modem and ss to no avail. ive done a pingtest and its getting to vodafone fine.
Can someone help me please?
10-02-2011 03:40 PM
Hi kristianjeffrey,
I would firstly like to wish you a very warm welcome to the eForum.
To best help you get your Sure Signal issue resolved, it is best to follow the the Sure Signal Troubleshooting Guide . This will guide you through the problem step by step and help you get this resolved as quickly as possible.
Woody
eForum Team
21-10-2010 10:20 PM
21-10-2010 11:06 PM
04-03-2011 11:14 AM - edited 04-03-2011 11:17 AM
See below.
04-03-2011 11:16 AM
Alexyeates wrote some time ago:
Totally new to this forum but like many having problems.
Lights one and two come on then after about five minutes light 4 flashes a bit and then comes on and then bingo my HTC registers a 3G signal and the third light flashes.
BUT make a phone call and after about 20 seconds it drops the call and lights change to just the first one on. Then after a few seconds light two comes on and light four flashes for about 2-3 minutes then goes solid then after a few minutes the HTC finds 3G again and third light flashes.
BUT then all by itself goes back to light one only then after sew seconds light two comes on and light four flashes for about 2-3 minutes then goes solid then after a few minutes the HTC finds 3G again and third light flashes.
BUT after about 3 minutes all by itself goes back to light one only then after sew seconds light two comes on and light four flashes for about 2-3 minutes then goes solid then after a few minutes the HTC finds 3G again and third light flashes.
So follow all instructions in this thread. 5Mb download and 800kb upload and it says my line is suitable. pathping and it all works although a few milliseconds delays her and there. Reset, hard reset and still the same. Change the cable, try other sockets and still the same.
Help please
Thanks
Has this been fixed - it is exactly what I see, and have run all the checks.
05-03-2011 11:35 AM
Hi tjstevenson,
Thanks for posting, I can understand how frustrating this issue is. The symptoms you're experiencing sound the same as those discussed in a different thread: Sure Signal Resetting.
Basically, it's caused by a duplicate Sure Signal ID being present on the server. In order to fix it, all we need to do is to resync your Sure Signal. If you could provide your Serial Number, then I'll be able to do this for you.
George
eForum Team