Sure signal V2 both lights flashing

[creillyf1]

Hi there, 

I've had a problem for some weeks with the red light solid and both white lights flashing.

Upload is 9.63

Download is 31.80

Ping 21ms

Jitter 2ms

I.P 151.225.193.70

Serial number 40113008235

Trace route 
1 <1 ms <1 ms <1 ms 192.168.0.1
2 * * * Request timed out.
3 15 ms 16 ms 16 ms ip-84-38-37-28.easynet.co.uk [84.38.37.28]
4 17 ms 18 ms 18 ms lndgw2.arcor-ip.net [195.66.224.124]
5 17 ms 17 ms 16 ms 85.205.0.93
6 * * * Request timed out.

Many thanks

[Mark]

@creillyf1

The light sequence you’re describing indicates your device is updating its software. This normally takes no longer than 6 hours.

As this is an ongoing issue, power your Sure Signal down and remove from your router, power down your router and leave this switched off for 10 minutes. Restart your router, once it’s reconnected to the internet reconnect and restart your Sure Signal.

If this doesn’t resolve your issue try connecting the Sure Signal in a different location. Once you’ve gained a connection try it at home again.

If you still experience difficulties connecting to the network, please check the Sure Signal Troubleshooting guide or contact ourselves and we’ll look into this further for you.

[creillyf1]

Hi there, 

Many thanks for your reply.  I have carried out steps in the troubleshooting guide including reseting the unit however both lights continue to flash on and off?

[Mark]

@creillyf1

Your Sure Signal is struggling to connect to your broadband service.

You can force your Sure Signal to connect by using the instructions previously supplied, as this hasn't helped.

The problem may be due to a faulty Ethernet cable. Connect the Sure Signal using a different Ethernet cable.

If this doesn’t resolve your issue try connecting the Sure Signal in a different location. Once you’ve gained a connection try it at home again.

If you’re still unable to connect when you’ve done this please contact us and we’ll look further into this for you.

[creillyf1]

Hello, 

I have carried out the cable changes and moved the location of the sure signal as requested, however this has made no difference and I still have the two white lights flashing?

[Retired-Beau]

@creillyf1

Please check your ports are opened as follows:

• 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

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

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.

If this doesn’t resolve it and you’ve plugged it in at a different location for 6 hours, then it sounds like the device maybe faulty.

The warranty on the Sure Signal is 12 months.

If it’s within this time frame, please see our repair process.

[cineriv]

Hi creillyf1,

As it appears you have tried almost everything without success,

I would suggest that you may have a degraded power supply.

Replacement power supplies are readily available from Amazon or Ebay for around £10 - 12 inc. delivery.

You could test the SS with a similar power supply that you may have to prove the point, the requirements are 12 Volt with a 1.5 Amp or larger capacity with a 2.5mm female connector.

Such units are used on mains powered external hard drives, printers etc.

Regards,

Mike.