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Hi kinks123,
I've done a fresh resync because of the location changes when you did the test, so give the box another reset in case that shakes something up.
If not, can you also let us know what sequence of lights you're seeing, in case that gives us a pointer?
Also, following the mention of your postcode, can you try setting it to a different one, waiting about 30 minutes then changing it back? This'll force it to pick up that you've changed things.
Dave
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
Hi kins123,
If you're a Mac user you can perform a Traceroute as follows:
From your hard-drive, open the Applications folder, and click to open the Utilities folder.
Double-click Terminal.
Type traceroute 212.183.133.177 , and hit Enter.
Looking at your serial number the unit last made a connection with us yesterday at 21:53 so we don't need a resync. Your upload speed is quite low so is there anything else that might be gobbling up your bandwidth in the house?
Cheers, Ben
Hi kinks123,
Thanks for the traceroute information.
Everything looks fine and although there’s a timeout at hop 5, the trace still reaches our servers
I’ve checked your Sure Signal serial number and can see it connected to our servers last night at 21:38, is the unit now working?
I wanted to make sure that the location change message you received had been cleared so I changed it to a different one and then back to the original.
To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you.
To make sure the resync completes, can you perform a factory reset:-
- 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
Let me know how you go on.
Thanks,
Andrew
Hi kinks123
The only other thing before a repair would be to test the Sure Signal at a different location. Can you do this and let us know if the issue still persists?
Thanks
Sukhi
