Sure Signal stopped working

[cliveden]

Hi

My sure signal (V2) stopped working 2 weeks ago. I have tried everything to get it going again, but no result.

My BB speeds are 2.1 download and 0.2 upload, and these haven't changed in the two years it has been working.

The red light is on, and the two white lights are flashing.  I am in a rural area with no vodafone signal, so rely on SS. Has anyone any ideas for me to try please.

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[cliveden]

Hi

Many thanks for your reply. 

Results of tests:

Speed test-download 2.11Mbps, upload 0.36Mbps

Ping: Line quality B*

Ping 67ms,Jitter 3ms

Server Roubaix , distance 150mi

ISP Zen internet 4.2/5

External IP82.71.25.56

IPV6 ffff:5247:1938

Tracer Route. (am using Apple/Mac so not sure how to do this test)

SN of SS: 40123557874

I recently derigistered SS and re registered to see if that helped (it didn't), but thats why you will see a registration date of 06/02/14.

Regards and thanks

David

[Retired-Dave]

Hi cliveden

The speeds and IP look fine.

Follow these steps for a traceroute on a Mac:

- Open Terminal (Applications, Utilities).

- Type traceroute 212.183.133.177 and press Enter.

Can I also get you to reconfirm that serial number? Our system shows that unit hasn't connected since last June.

Dave

[cliveden]

Hello Dave

Tracer route details as follows:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  192.168.0.1 (192.168.0.1)  5.109 ms  2.996 ms  1.637 ms

 2  losubs.subs.dsl2.th-lon.zen.net.uk (62.3.84.21)  30.275 ms  29.409 ms  28.938 ms

 3  ge-2-1-0-129.cr2.th-lon.zen.net.uk (62.3.84.245)  29.208 ms  32.783 ms  29.293 ms

 4  ldngw1.arcor-ip.net (195.66.224.209)  34.297 ms  31.986 ms  35.064 ms

 I have double checked the SN on the SS unit and it is: 40123557874

It only stopped working 2nd week of January, otherwise it had been OK since I purchased it in October 2012.

Thanks for your time over this, it would be good to get it working again.

[Retired-James]

Hi cliveden,

I’m surprised that you say it’s worked fine until January because it’s not connected to our server since June last year.

When you run the traceroute, did you get any other results other than those shown in your post as it should go down to an IP address that starts with 85.205.116.

Also, what light sequence do you have on the Sure Signal?

James

[cliveden]

Hi

I have rerun the tracer route result below:

 1  192.168.0.1 (192.168.0.1)  2.192 ms  2.154 ms  2.990 ms

 2  losubs.subs.dsl2.th-lon.zen.net.uk (62.3.84.21)  29.447 ms  29.461 ms  30.525 ms

 3  ge-2-1-0-129.cr2.th-lon.zen.net.uk (62.3.84.245)  41.811 ms  35.121 ms  34.446 ms

 4  ldngw1.arcor-ip.net (195.66.224.209)  31.370 ms  33.536 ms  34.082 ms

 5  85.205.116.10 (85.205.116.10)  31.225 ms  30.811 ms  33.422 ms

 6  * * *

 7  * *

The light sequence on the unit is:

Red light on continuous, two white lights flashing

It was certainly working until 3 weeks ago as I don't have a signal here unless I use SS and I knew at once when it had ceased working.

Hope you can make sense of all of this.

Regards

David

aka Cliveden

[Retired-Andy]

Hi David,  

Your latest traceroute shows that it reaches our servers.

The light sequence you’re seeing shows that the Sure Signal is being configured.

The process can take up to 6 hours to complete and if interrupted, will start from scratch again.

Our systems are showing that the device still hasn’t updated since 14 June 2013.

Check to make sure the following ports are open/forwarded on your router:-

Port Number

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

Also, make sure the router’s MTU is set to 1500.

Another thing to try is a different Ethernet cable between the Sure Signal and router.

If this doesn’t change things, the next option would be to try the unit on a different internet connection such as that of a friend or family member.

Let me know how you get on.

Cheers,

Andy

[cliveden]

Hi

Again, many thanks for your input.

Some of this is getting  a bit technical for me,

I've changed the ethernet cable which made no difference,

The MTU is at 1458 which it says is maximum if I try to up it to 1500.

The ports I am not sure of, have looked at the schedule marked, UPnP Portmap Table which says:

All active as follows:

                                    INT                                  EX                                 IP Address

TCP                       80                                    80                            192.168.0.9

TCP                      443                                 443                             192.168.0.9

UDP                    5353                                5354                            192.168.0.10

UDP                    4500                                 4501                           102.168.0.10

UDP                    5353                                5353                             192.168.0.15

Unless you can see anything from this info, I will try and find another internet connection to try it out on.

Still don't understand why your records show not logged in since 14th June 2013, as I know when it stopped working which was mid Jan 2014!!

Look forward to hearing from you further.

Regards

David

aka Cliveden

[Retired-Dave]

Hi cliveden,

The MTU setting will be fine. Whilst 1500 is ideal, it works at slightly lower values.

If you speak with Zen, they should be able to help ensure that Andy's list of ports has been opened.

Dave