Sure Signal v2 stopped working / Both lights flash after reset procedure, but then go out

[daveatjcb]

Morning,

One of our users is currently experiencing problems with their Sure Signal.

It was working, but then all of a sudden it stopped working and nothing has changed (No ADSL faults, equipment changes, etc...)

We have also checked the firewall log on the router and nothing is being blocked, as the Sure Signal device is given full access both in and out of the router.

We can see that it is speaking to the Vodafone VPN service, but doesn't seem to complete the process.

Could you possibly have a look at your end to see if anything is going on with Serial Number: 40114664911? Or reset it at your end? As we have logged onto the Vodafone account and can see that the device is showing as being active.

Regards

Dave

[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

[daveatjcb]

Please see attached screen shots of the results and the results from the Traceroute below:

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  Vigor.router [192.168.1.1]

2    34 ms    34 ms    34 ms  l0.lnsgw01.thd.uk.as8586.net [213.246.145.240]

3    34 ms    34 ms    34 ms  poch2.lnsbr01.thd.uk.as8586.net [213.246.177.221 ]

4    47 ms    34 ms    33 ms  xe1-5.core01.thd.uk.as8586.net [212.58.37.118]

5    45 ms    35 ms    47 ms  host-78-144-3-76.as13285.net [78.144.3.76]

6    50 ms    51 ms    50 ms  lndgw2.arcor-ip.net [195.66.224.124]

7    50 ms    50 ms    50 ms  85.205.116.10

8     *        *        *     Request timed out.

SS Serial Number: 40114664911

Look forward to hearing from you.

Regards

Dave

[Retired-Andy]

Hi Dave,

Thanks for the information, the speed test, ping test and traceroute are fine.

The IP address is on our whitelist so no problems there either.

I’ve checked the serial number and can see it’s not connected to our servers since 20 August.

I’ve just resynced the 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.

Cheers,

Andrew

[daveatjcb]

Just getting the user to try that for us and I will update accordingly.

Regards

Dave

[daveatjcb]

The user has come back and said that has not worked

Can you have another look at your end / suggest something else to try? Or is it sounding like the unit has broken?

We just need to make sure that we have tried everything and narrowed it down to the Sure Signal, as we cannot afford to buy another unit only to find out that it doesn't work like the current one and it is something about the router, etc...

Regards

Dave

[Retired-James]

Hi daveatjcb,

To be honest the best thing to try is to place the Sure Signal on a different internet connection.

This will help identify a Sure Signal or configuration issue.

If it’s a faulty Sure Signal, we can arrange a repair for you.

James