Sure Signal with Apple Airport Express - stopped working

[forge]

I have a Vodafone Sure Signal (the older model, bigger box with 4 lights down the front right hand side) which is set up on a WIFI network with the Apple Airport Express. It has worked fine for several months, but has stopped working and I can't get it to connect. The top right hand light (power light) is just flashing. The ethernet cable has an orange flashing light next to it. Any suggestions on how I can get them to talk to each other again 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

[forge]

Hi, I've been unable to solve the problem - the details following the tests you requested I perform are listed below. Thank you.

Speed Download 9.57 MBPS Speed Upload 2.47 MBPS

Ping Test 145ms

External IP Address 109.234.182.151

Sure Signal Serial No 21227737372

Trace Route details:

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  192.168.29.1

  2    28 ms    10 ms    16 ms  109.234.182.129

  3    16 ms    24 ms    16 ms  84.45.117.241

  4    36 ms    21 ms   121 ms  cg1-cg3.c4l.co.uk [84.45.90.30]

  5    22 ms    28 ms    21 ms  cg3-wolverine.net.c4l.co.uk [82.197.78.38]

  6    23 ms    25 ms    57 ms  wolverine-swanzo.blue.net.c4l.co.uk [84.45.23.25

]

  7    32 ms    30 ms    31 ms  swanzo-ringo.blue.net.c4l.co.uk [84.45.23.26]

  8    23 ms    21 ms    24 ms  ae3-300.lon25.ip4.tinet.net [77.67.94.101]

  9    24 ms    31 ms    29 ms  xe-7-3-0.lon11.ip4.tinet.net [89.149.186.21]

10    25 ms    36 ms    31 ms  ae9-xcr1.lns.cw.net [195.2.22.217]

11     *        *        *     Request timed out.

[Retired-Andy]

Hi forge,

Your Sure Signal hasn’t connected to our servers since 25 February.

A flashing power light indicates that the unit has a fault.

I can also see that a location change has been detected.

I’ve updated our systems to remove the message, so to make sure everything is up to date, can you do a factory reset:-

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

If this doesn’t change the lights you’re seeing, you’d need to send the Sure Signal for repair.

As it’s now out of warranty, the repair would be chargeable so you may wish to consider a new Sure Signal for £100.

Cheers,

Andy

[forge]

Hi Matt/Andy

As per your advice I have performed a reset which made no difference. We have now bought a brand new Sure Signal - which is not working either - the Connecting Light is just flashing.

The new box has serial no 40134715198 -  can you please help?

The rest of the internet is working fine - but could it be a problem caused by our apple express router?

Please advise what to do next as we have zero mobile signal, and up until the end of Feb our old Sure SIgnal box worked perfectly to give us a decent mobile signal (with exactly the same router configuration - nothing else has changed). THank you.

[DaveCD]

Hi forge

I can see the new router connected on the 3/3/14, so I have resynched the device to clear any faults that may still be present.

Please can you advise me what light sequence you're seeing now?

Please can you also check these ports are open on your router, which you can find support for here:

Ports to be opened for forwarding

• 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)

IP addresses to be allowed on the router & firewall

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

• Unplug the ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

DaveCD

[forge]

Spoiler

Speed Download 9.57 MBPS

Spoiler

Speed Upload 2.47 MBPS

Spoiler

PING test 145ms

Spoiler

Jitter 70ms

Spoiler

Packet loss 0%

Spoiler

Spoiler

IP Address 109.234.182.151

Spoiler

Sure Signal Serial no 21227737372

Spoiler

Trace results 

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 192.168.29.1
2 28 ms 10 ms 16 ms 109.234.182.129
3 16 ms 24 ms 16 ms 84.45.117.241
4 36 ms 21 ms 121 ms cg1-cg3.c4l.co.uk [84.45.90.30]
5 22 ms 28 ms 21 ms cg3-wolverine.net.c4l.co.uk [82.197.78.38]
6 23 ms 25 ms 57 ms wolverine-swanzo.blue.net.c4l.co.uk [84.45.23.25
]
7 32 ms 30 ms 31 ms swanzo-ringo.blue.net.c4l.co.uk [84.45.23.26]
8 23 ms 21 ms 24 ms ae3-300.lon25.ip4.tinet.net [77.67.94.101]
9 24 ms 31 ms 29 ms xe-7-3-0.lon11.ip4.tinet.net [89.149.186.21]
10 25 ms 36 ms 31 ms ae9-xcr1.lns.cw.net [195.2.22.217]
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.

[forge]

Hi Matt, I've replied with all the info you requested - hope you can see it all. Thanks

[forge]

Hi there. How do I check the ports? We have an apple express router

[Retired-Dave]

Hi forge,

We don't have the directions for router settings. There are too many on the market for us to cover all of them.

The best source for this information is the router manufacturer. Apple tend to have some excellent support information on their website.

Dave