Sure Signal "Connection in Progress"

[ZSLTD]

We have two Sure Signals - 1 working fine, the other has had a flashing white Internet light (signifying "connection in progress" according to the setup guide) for the last two weeks.  The troubleshooting steps have been follwed & the additional forum post re holding the reset button for 20 seconds has been carried out - all with the same result.

The status of the unit after resets etc is:

Power light on steadily (not flashing) - Red

Internet light flashing - White

Service light - None

Users light - None

[Retired-Sarah]

Hi @ZSLTD

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,

Sarah

[ZSLTD]

As requested the answers to your questions are as follows:

Speed Test Results: Down 7.33Mbps / Up 7.06Mbps

Ping Test Results: Packet Loss 0% / Ping 70ms / Jitter 53ms

External IP: 82.71.231.125

Serial Number: 40132621679

Tracert result:

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  10.23.10.10
  2     6 ms     4 ms     4 ms  100.64.6.33
  3    11 ms    14 ms    10 ms  100.64.80.2
  4    11 ms    16 ms    13 ms  82.71.231.126
  5    17 ms    20 ms    11 ms  88-98-129-53.dsl.zen.co.uk [88.98.129.53]
  6    11 ms    25 ms    11 ms  ge-0-0-4-105.dr2.sp-roch.zen.net.uk [62.3.81.149]
  7    19 ms    13 ms    14 ms  ae1-0.cr2.kp-leeds.zen.net.uk [62.3.80.98]
  8    42 ms    19 ms    17 ms  ge-3-0-0-0.cr1.th-lon.zen.net.uk [62.3.80.78]
  9    41 ms    31 ms    17 ms  ge-2-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.42]
 10    21 ms    24 ms    39 ms  ldngw1.arcor-ip.net [195.66.224.209]
 11    20 ms    21 ms    19 ms  85.205.0.93
 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.

[ZSLTD]

The activity light status has now changed (and remains constant after following the reset process):

Power light: Flashing Red

Internet light: None

Service light: Steady Orange

Users light: Steady Orange

[Jenny]

Hi

Are both Sure Signals in the same building?

We can’t guarantee that two Sure Signal’s will both work in close proximity – sometimes, one can override the other.

I can see that a location change has been detected which can cause problems, so I’ve updated this today.

Please now try a factory reset as follows:

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

The Sure Signal will be back online in around 1 hour.

Thanks,

Jenny

[ZSLTD]

After carrying out the above suggested steps, we are now back to a white flashing Internet light signifying Connection in Progress.

The reboot steps were carried out on Friday 29/05 so this has been the status for 3 days

[Retired-Sarah]

Hi @ZSLTD

Please can you advise if the Sure Signals are in the same building as advised by Jenny, so we can advise further on this?

Each Sure Signal requires a minimum download speed of 4.13 Mbps, so if there are two in this location, your download speed would need to be at least 8.26 Mbps.

Thanks,

Sarah

[ZSLTD]

The Sure SIgnals are in the same buillding & we do not have the required 8.26 Mbps to run both at once. 

However, with this in mind we turned off the working unit & left the problem unit on all weekend - still flashing "Connection in Progress" when we arrived this morning - this suggests to me a hardware issue.