Sure Signal stopped working

[pamelaparton]

My Sure Signal stopped working three days ago. I've read through the other postings and have tried everything including deregistering for 25 hours and nothing has worked. Help!

[pamelaparton]

The red light is flashing and the second light in is solid orange.

[Retired-Laura]

Hi @pamelaparton

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,

Laura

[Ben_H]

Hi Pamela,

Has the guide Laura posted helped?

If you're still struggling, please post the details we've asked for and we'll investigate.

Cheers,

Ben

[pamelaparton]

Thanks Ben. I've tried everything and it's still not working. I'll send the details requested tomorrow and hopefully get the problem resolved.

Pam

[pamelaparton]

Hi Ben,

Information requested is in the attached file.

Thanks,

Pam

[Jenny]

Hi @pamelaparton

The information you’ve provided looks fine.

Please get back to us with your Sure Signal serial number and we can look into this further.

Thanks,

Jenny

[pamelaparton]

Sorry, I forgot.

Serial number is 40124141686.

Thanks,

Pam

[Ben_H]

Hi @pamelaparton

I can see your unit hasn't connected to our servers since 17 May.

Please try connecting the Ethernet cable between your router and the Sure Signal, to see if this will force a resync.

Thanks,

Ben

[pamelaparton]

Thanks Ben. I've tried it and it hasn't worked. I still get just a red flashing power light and the middle light is solid orange.