Sure Signal stopped Working

[saw1964]

Hello I wonder if you could help?

I have started having trouble with my sure signal.

I have read through lots of threads concerning issues with the sure signal and re-set it many times but to no avail.

I have listed below the items you may need to be able to find out what the problem is with my sure signal.

Router:  Netgear DGND3700v2

Connection speed:  1.43mbps and 0.37mbps

Device: Sure signal 2 

S/N:  40110548357

Packet loss:  0%

Ping:  81ms

Jitter:  9ms

IP address:  217.155.33.251

ISP:  ZEN

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Steven>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 45 ms 47 ms 46 ms losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]

3 47 ms 49 ms 46 ms no-dns-yet-62-3-86-29.zen.co.uk [62.3.86.29]
4 46 ms 46 ms 45 ms ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]
5 57 ms 56 ms 55 ms ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]
6 54 ms 55 ms 56 ms ldngw1.arcor-ip.net [195.66.224.209]
7 55 ms 56 ms 55 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\Steven>

I hope this is all you need to solve my issue, Iam a coastguard on the west coast of Scotland and need the sure signal to receive emergency call outs.

Kind regards

Steven

[Retired-Andy]

Hi Steven,

Everything is fine with your ping test and traceroute and your IP address is on our whitelist.

Your upload speed is close to the minimum needed for the Sure Signal to work.

Do you have any other devices such as a PC or smart TV that use the connection?

If so, they may take the available speed below that which the Sure Signal needs to keep a stable connection to our servers.

To make sure it’s as up to date as possible, I’ve just resynced your unit for you.

So that the resync completes, can you do a factory reset for me:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on and if it doesn’t help, what lights are showing?

Thanks,

Andrew

[saw1964]

Hello

Sorry for taking so long to reply..

I have done the reset as requested but to no avail.

I left the sure signal after the reset for a couple of hours and no luck. Then I reset yet again. 

Both lights are still flashing in sync.

As to the speed of our broadband, its the same as when we first started using the sure signal it a couple of years ago. Its been working fine till jusy before christmas.

We do have a PC but no smart TV.

Is there anything else we could try.

[Retired-Simon]

Hi saw1964

Thanks for your reply.

Which two lights are flashing?

Thanks

Simon

[saw1964]

Hello

The two white lights, as previous red led power light doesn't flash just stays on.

[DaveCD]

Hi saw1964

This indicates it may be an internet speed issue.

Is it possible to connect using a different Ethernet cable?

If this still doesn't resolve the issue, please can you try this on another connection, for example a friend or family?

Please can you also let me know which router you're using and that the following ports have been opened :-

Ports to be opened for forwarding

• 8 (TCP & UDP)
• 50 (TCP & UDP)
• 53  (TCP & UDP)
• 67 (UDP)
• 68 (UDP) 
• 123 (UDP)
• 500 (UDP)
• 1723 (TCP & UDP)
• 4500 (UDP)
• 33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

Cheers

DaveCD