Sure Signal

[JonG]

HI,

My sure sugnal has stopped working - it was working perfectly well 4 weeks ago.

I have tried de-registering and re-registering it, but still no joy!

Any ideas?

[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

[JonG]

Hi Matt,

Thank you for your swift reply.

My speed test etc are available on link below:

http://www.speedtest.net/result/3212109466.png

My external IP address is: 77.102.28.102

Sure Signal serial number is: 2119684591.

and traceroute results are

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Jon> tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 17 ms 8 ms 9 ms cpc10-dals18-2-0-gw.hari.cable.virginm.net [77.1
02.28.1]
2 10 ms 18 ms 10 ms hari-core-2b-ae4-732.network.virginmedia.net [21
3.104.84.129]
3 11 ms 12 ms 9 ms popl-bb-1b-ae8-0.network.virginmedia.net [81.96.
16.205]
4 12 ms 12 ms 13 ms nrth-bb-1b-et-010-0.network.virginmedia.net [62.
253.175.57]
5 12 ms 18 ms 15 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
6 16 ms 18 ms 18 ms ldngw1.arcor-ip.net [195.66.224.209]
7 13 ms 13 ms 17 ms 85.205.116.6
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.

Hope this information will help.

Regards

Jon

[Retired-Andy]

Hi Jon,

Everything is fine with your speed test and traceroute.

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

Can you check the serial number you’ve given as it’s showing as invalid on our systems?

Check to make sure that all 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

Also, take a look at the post here as it may help you.

Let me know how you go on.

Thanks,

Andy

[JonG]

Hi Andy

Sure signal serial number is: 21196845941

I'll take a look at router ports

Many thanks

Jon

[Retired-Andy]

Hi Jon,

I can see your Sure Signal connected to our servers at 02:36 today, is everything now working for you?

I’ve also asked for the latest version of firmware to be pushed out to your device.

This process can take up to 24 hours so, during this time, please don’t unplug or reset your unit.

Let me know how you get on.

Thanks,

Andy

[JonG]

Hi Andy,

Thanks for reply. Not working yet....Keep you updated

regards

Jon

[JonG]

Sure signal still not working.

Very frustrating

[Retired-Wayne]

Hi JonG,

Can you tell me what the lights on the Sure Signal are doing at the moment? This’ll give us an indication of where the problem may lie.

Thanks

Wayne

[JonG]

Hi,

Top 2 lights on permanently, 3rd light (mobile phone symbol) not on, 4th light on permanently.

Regards

Jon