Sure signal 2

[Crossie10]

Hi, I am having probs with sure signal not connecting, solid red power light and slow flashing connection light I have read other posts and carried out test, these are the reults, hope you can help.

Thanks

C:\Users\Paul>tracert 212.183.133.177

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

  1     2 ms    11 ms     5 ms  192.168.0.1   2    27 ms    27 ms    27 ms  89-168-128-1.dynamic.dsl.as9105.com [89.168.128. 1]   3    27 ms    29 ms    27 ms  85-210-253-49.dynamic.dsl.as9105.com [85.210.253 .49]   4   107 ms    32 ms    28 ms  85.210.255.97   5    42 ms    36 ms    35 ms  host-78-144-8-145.as13285.net [78.144.8.145]   6   118 ms    46 ms    46 ms  host-78-144-8-121.as13285.net [78.144.8.121]   7    47 ms    46 ms    47 ms  host-78-144-9-77.as13285.net [78.144.9.77]   8    47 ms    46 ms    46 ms  host-78-144-0-162.as13285.net [78.144.0.162]   9    51 ms    51 ms    50 ms  195.66.224.124  10   170 ms    49 ms    50 ms  85.205.116.2  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.

C:\Users\Paul>

[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

[Crossie10]

http://www.speedtest.net/result/2684928370.png

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/80705684.png[/IMG][/URL]

Microsoft Windows [Version 6.1.7600] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Paul>tracert 212.183.133.177

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

  1     2 ms     1 ms     1 ms  192.168.0.1   2    29 ms    28 ms    28 ms  89-168-128-1.dynamic.dsl.as9105.com [89.168.128. 1]   3    49 ms    28 ms    27 ms  85-210-253-49.dynamic.dsl.as9105.com [85.210.253 .49]   4    29 ms    29 ms    28 ms  85.210.255.97   5    36 ms    36 ms    36 ms  host-78-144-8-145.as13285.net [78.144.8.145]   6    47 ms    50 ms    46 ms  host-78-144-8-121.as13285.net [78.144.8.121]   7    47 ms    47 ms    46 ms  host-78-144-9-77.as13285.net [78.144.9.77]   8    47 ms    63 ms    50 ms  host-78-144-0-162.as13285.net [78.144.0.162]   9    49 ms    50 ms    51 ms  195.66.224.124  10    50 ms    49 ms    49 ms  85.205.116.2  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.

serial No 40131129625

Many Thanks

Paul

[Crossie10]

External IP   89.168.130.144 

[Retired-Lee]

Hi there Crossie10,

Thanks for posting the results.

Your speed looks fine.

Your IP is on the whitelist.

The trace route loos fine too.

The VSS connected to our servers this morning at 3:23. Can you tell me if the light sequence has changed?

Thanks,

LeeH

[Crossie10]

Hi The unit has been slowly flashing the connection light for around 18 hours, your last post to me was that it connected to your server around 3 am this morning. Not sure how to progress now.

Thanks

Paul

[Retired-Andy · Accepted solution]

Hi Paul,

Thanks for the information. To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you. To make sure it completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

If this isn’t successful for you, the next thing would be to try your Sure Signal on a different internet connection. If it works there, then it would indicate there’s something in your current set up that’s preventing it from maintaining a stable connection to our servers.

Let me know how you go on.

Thanks

Andrew

[Crossie10]

I got it sorted! I watched the white connection light flashing, then phone and signal strength lights came on orange for a few seconds then it seemed to re-set itself and tried to connect.  So  I  made up a longer ethernet lead and plugged it in further away from the router, it kicked in after a few mins,

Thanks for your help

Paul

[Crossie10]

Hi,

The light sequence is still the same, a slow flashing connection light and solid red light.

Thanks

Paul

[Retired-Andy]

Hi Paul,

Thanks for the information you’ve given. The light sequence you’re seeing show that the Sure Signal is currently configuring which can take up to 6 hours to complete.

If it’s not been 6 hours yet, can you let it continue the set up and let me know how you go on?

Thanks

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.