Sure Signal v2 only power light on

[lizchambers]

Hi

After having a problem for sevevral weeks my Sure Signal has been working for a few weeks.

But we had a power cut and it stopped working. 

I've followed all of the trouble shotting guide - resetting the device, resetting the router, it is getting an IP address from the router.

Please could you check what is happening at your end.

The serial number of my unit is 40111328874. The postcode at my location is HP16 9LN.

Regards

Liz Chambers

[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

[lizchambers]

Hi

Sorry for taking a while to respond - I've been on holiday. I've come back and It is still not working

here are the results of the tests you asked for:

1. Speed test - Ping 15ms, Download 6.22Mbps, Upload 0.69Mbps

2. Ping Test: Ping 23ms, Jitter 1ms

3. IP Address  Your IP Address is   46.33.145.201

Your IPV6 Address is ::ffff:2e21:91c9

4. Traceroute

 C:\Users\chambeli>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     *        *        *     Request timed out.

  2     *        *        *     Request timed out.

  3     *        *        *     Request timed out.

  4     *        *        *     Request timed out.

  5     *        *        *     Request timed out.

  6     *        *        *     Request timed out.

  7     *        *        *     Request timed out.

  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.

The serial number of my unit is 40111328874. The postcode at my location is HP16 9LN.

I hope you can help.

Regards

[Retired-Matt_B]

Hi lizchambers,

At this stage I think it would be best to test your Sure Signal at a family/friend's home. This will rule out any hardware fault with the Sure Signal itself.

Everything is fine with your traceroute results and your IP address is also fine.

Thanks,

Matt B

[lizchambers]

Hi

I've tried it on another broadband connection - but the same result.

Please could you try whatever reset you can do at your end?

Is it possible to delete the system and then add it again from new?

Regards

Liz

[Retired-Andy]

Hi Liz,

The initial traceroute you gave show that there’s no traffic passing through your router.

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

If they are, do a factory reset:

• 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

This will also resync it with your systems.

If this doesn’t help, try a different router on your connection.

Also, try a different Ethernet cable between the router and Sure Signal.

If there’s no change, deregister the device for 24 hours.

Once it’s re-registered, let the unit go through the set up process.

If you still only see the power light, it may indicate a fault with the Sure Signal.

It can be sent away for a repair but, as it’s out of warranty, the repair would be chargeable.

You may want to consider a new Sure Signal for £100.

Thanks,

Andy