Sure Signal not working

[jhumfryes]

Hello

My Sure Signsl V1 stopped working last weekend for no apparent reason.  It had just button 1 on.  It had been working perfectly fine up until then.

I have tried several factory resets - it appears to be going through the correct setup sequence - various lights flashing on and off - but never finishes, even after leaving for 48 hours.

I have tried rebooting my router several times.

Last night, I deregistered and reregistered the Sure Signal.  This morning, it still appears to be going through the startup sequence.

Internet speed is: download 5.5 Mbps, upload 0.38 Mbps

Please can you advise?  S/N is 21223154747

[chriscap]

Hey Jenny

You're dealing with a complete computer idiot here!  Looking at your link I need to know what my domain name is.  What's that and how do I find out?

Chris

[chriscap]

Hi Laura

Speed test results:  Download speed 36.90Mbps

                                Upload speed 9.30Mbps

PING: 32MS Jitter 5ms Grade B*

IP address:  BT109.152.148.118

Traceroute:  

Traceroute has started…

traceroute to www.bt.com (193.113.9.162), 64 hops max, 72 byte packets

 1  bthomehub (192.168.1.254)  23.627 ms  1.592 ms  1.572 ms

 2  217.32.147.9 (217.32.147.9)  6.645 ms  9.717 ms  8.037 ms

 3  217.32.147.78 (217.32.147.78)  8.641 ms  12.480 ms  7.971 ms

 4  213.120.176.34 (213.120.176.34)  9.035 ms  15.062 ms  8.677 ms

 5  217.41.168.219 (217.41.168.219)  8.854 ms  9.405 ms  10.745 ms

 6  217.41.168.109 (217.41.168.109)  8.783 ms  8.897 ms  8.423 ms

 7  acc2-te0-1-0-5.l-far.21cn-ipp.bt.net (109.159.249.204)  8.556 ms  9.336 ms  8.335 ms

 8  core3-te0-0-0-21.faraday.ukcore.bt.net (109.159.249.171)  8.679 ms  10.248 ms  8.269 ms

 9  193.113.9.162 (193.113.9.162)  11.433 ms  11.219 ms  13.531 ms

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SERIAL NUMBER:  21224721155

[Jenny]

@chriscap – Everything you’ve posted looks fine, however your Sure Signal has detected a location change which can cause issues.

I’ve updated this now, so please complete this by performing a factory reset as follows:

1. Connect device to internet and power supply
2. Press and hold down the reset button (located near the internet port) until end of the process which will be indicated
3. Remove the power cable at back of the unit and wait for five seconds
4. Reconnect the power cable back to device
5. Wait for the LED sequence to flash from top to bottom and back to top
6. Wait for five seconds
7. Release the reset button
8. Within 10 minutes, all the 4 LEDs will start to flash in sequence – 1st & 3rdthen 2nd & 4th then 1st & 3rd – with the sequence repeated. This sequence indicates the start of the factory reset procedure

[chriscap]

Hi Jenny

I've tried factory reset but still no luck.  The top light glows steady and the next light down blinks occasionally.

With regard to point 2 on your factory reset sequence, you say that the end of the process is indicated.  How is it indicated?

Chris

[cineriv]

---

@chriscap wrote:

With regard to point 2 on your factory reset sequence, you say that the end of the process is indicated.  How is it indicated?

---

Hi Chris,

I'm not sure either! ...... It's not a version of the reset procedure I've seen before.

This version does the same thing, but is slightly easier to understand .........

For version 1 Sure Signal (the one with four lights on the front):

The reset button needs to be held in throughout this entire process

• Press and hold down the reset button for 30 seconds
• The LED’s flash once from top LED to bottom LED in sequence
• Continue to hold in the reset button and remove the power cable from the VSS for 10 seconds
• Keep the reset button held in and plug the power cable back into the VSS
• Wait for the LEDs to flash once from top LED to bottom LED in sequence
• You can now release the reset button

Regards,

Mike

[chriscap]

Hi Mike

No luck with that unfortunately.  My new power supply plug still hasn't arrived so when it does I'll give that a go, try the factory reset again and see if that works.

Thanks for your suggestions.  

Chris

[cineriv]

Hi Chris,

Although I was in Slovenia all last week, I've been watching this thread with interest and I'm beginning think the new power supply might just be the answer.

Lets hope so! :smileywink:

Regards.

Mike.

[chriscap]

Hi Mike

Well the new power supply has finally arrived, I plugged it in, went through your factory reset procedure and BINGO!  It worked!

So, many thanks for your suggestions, your initial feelings about the reason for my Sure Signal failure was absolutely spot on.

Thanks again and regards

Chris

[cineriv]

Hi Chris,

Thats good to hear and could have saved you £100  buying a new Sure Signal.

The power supply problem does give some strange symptoms sometimes, who would think that it is a power problem when the power light is showing that the power is ok, when in fact it isn't!  :smileyfrustrated:

Kind regards,

Mike.

[krisatndmeter]

Every time I try to log-in to set up my SureSignal I get the following message: "Sorry – we’ve not been able to open the page you’re looking for"