Sure Signal v3 - just stopped working!

[lizchambers]

Hi

My Sure Signal 2 has stopped working for 3-4 weels now. I get a steady power light and nothing else.

It has worked well for several years without a problem.

I've not changed any of the network connections.

I've followed several of the threads on the forums and tried several different reset combinations over the last few weeks. 

Please could you confirm what you are seeing at your end?

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

Thanks

Liz Chambers

[Retired-James]

Hi lizchambers

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.

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

James

[lizchambers]

Please find requested response below

Speed test -Ping 31ms, download 5.51mbps, 0.66mps

Line quality A ping 42ms jitter 4ms

IP Address test

IP address: 217.146.126.2

IPV6 address: ::ffff:d992:7e02

TraceRT

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 19 ms 19 ms 19 ms lns3.dc5.interdsl.co.uk [46.33.128.19]
2 19 ms 19 ms 18 ms lns3.dc5.interdsl.co.uk [46.33.128.19]
3 25 ms 19 ms 19 ms ge-1-4.504.core.dc5.interdsl.co.uk [46.33.128.12
9]
4 20 ms 19 ms 21 ms inx.as13213.net [176.67.161.129]
5 20 ms 19 ms 20 ms 92.60.249.45
6 21 ms * 23 ms ae1-90g.ar1.lhr1.uk.nlayer.net [69.22.139.63]
7 20 ms 20 ms 19 ms ae6-xcr1.lns.cw.net [195.2.22.69]
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.

Hope you can help work out what is happening.

Regards

Liz Chambers

[Ben_H]

Hi Liz,

Thanks for posting your details. Your IP address, speeds and traceroute are all fine. I can also see your Sure Signal contacted our servers just after 4pm yesterday. Has this sorted it out?

If not, can you let me know who your ISP is and what sort of router you're using? 

Cheers, Ben

[lizchambers]

Hi Ben

The 4pm is about when I re-booted the router but it did not connect.

I've still only got the power light showing.

My ISP is ICUK. I'm using a Zyxel Prestige 660 router.

Regards

Liz

[lizchambers]

Hi

Is anyone still looking at this?

I've not heard anything for a couple of days - my Sure Signal still doesn't work

Regards

Liz

[Retired-Ian_]

Hi lizchambers,

I can see there's been a location change which has failed.

I've updated this now.

To complete this, can you reset the Sure Signal please.

Hold down the reset button until all the lights show (about 30 seconds)

Keeping the reset button held down, remove then re-insert the power lead.

Once all lights display release the reset button.

The Sure Signal will come online in around 1 hour.

Thanks

Ian

[lizchambers]

Hi 

I've reset the device twice once last night and once this morning but still no joy - only power light is on.

Hope you can help.

Regards

Liz

[Retired-Andy]

Hi Liz,

The power light only shows that the Sure Signal is working fine but hasn’t got a connection to our servers.

Check the cable connections between the unit and your router to make sure they’re secure.

Also, do you have the option of trying a different Ethernet cable between them?

Another thing to check is that you’ve got the following ports 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 this doesn’t help, try the Sure Signal in a different location, that of a family member or friend.

The unit will need to go through the set up process which can take up to six hours.

Let me know how you get on.

Cheers,

Andy

[lizchambers]

Hi Andy

We've already been through these steps.

Previous tests by your colleagues showed my Sure Signal getting through to your servers.

We've been through all of the steps to prove my Sure Signal is talking through the internet to your server.

Please can you check the logs to see if me Sure Signal is contacting your servers.

Regards

Liz