Sure signal stopped working

[purplehorace]

Hello, my sure signal V2 box has stopped working suddenly.

It has been working well for the last 12 months with the odd day off when it seems as though there have been updates.  A simple reset and reboot normally resolves the issue.

I have had the box offline now for 5 days and each day I have performed multiple resets to see if it will come back online.

Can it please be reset at the backend just in case there is an issue causing the problem.

The serial number is 40114646694

The network configuration hasnt changed in the last 12 months and the ISP is BT Infinity.

Thanks

Marc

[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

[Retired-Andy]

Hi purplehorace,  

Are you aware of any updates that may have been fed down to your router from your ISP? If so, these can cause an IP address change which can prevent the Sure Signal working correctly.

Have you recently rebooted your router? I’ve checked our systems and can see your Sure Signal connected to our servers late last night. To make sure it’s as up-to-date as possible, I’ve just resynced your Sure Signal 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 lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

Let me know how you go on.

Thanks

Andrew

[purplehorace]

There have been no updates from the ISP as the router is my own and the ISP have no controll over it.

I will reset the suresignal when I return tonight.

Thank you for setting it to re-sync.

Kind Regards

Marc

[purplehorace]

It has stopped working again.... I have rebooted my router and reset the sure signal on a number of occasions over the last 2 days.

Can you please arrange for the sure signal to be re-synced ?

Thanks

Marc

[purplehorace]

In case any of this helps..

Speed test results :

56.9M (down) : 7.05(up) : ping 35ms

ping test results :

14ms : 1ms jitter

external IP address : 86.152.46.253

$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 60 byte packets
 1  10.0.0.1 (10.0.0.1)  2.012 ms  15.447 ms  15.168 ms
 2  * * *
 3  217.32.142.30 (217.32.142.30)  6.343 ms  6.179 ms  6.039 ms
 4  * * *
 5  * * *
 6  * * *
 7  109.159.250.244 (109.159.250.244)  37.647 ms acc2-10GigE-0-2-0.mr.21cn-ipp.bt.net (109.159.250.194)  5.085 ms acc2-10GigE-11-2-0.mr.21cn-ipp.bt.net (109.159.250.206)  5.471 ms
 8  * * *
 9  peer1-xe9-0-0.telehouse.ukcore.bt.net (109.159.254.120)  16.117 ms  13.204 ms peer1-xe3-3-1.telehouse.ukcore.bt.net (109.159.254.211)  14.367 ms
10  LNDGW2.arcor-ip.net (195.66.224.124)  16.811 ms  13.791 ms  17.384 ms
11  85.205.116.2 (85.205.116.2)  13.466 ms  13.536 ms  15.365 ms
12  * * *
13  * * *
14  * * *
15  * * *
16  * * *
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *
30  * * *

Sure Signal serial number: 40114646694

[Retired-Andy]

Hi Marc,

I’ve just forced the 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

[purplehorace]

Hi Andrew,

I have tried that a couple of times and it will flash both white lights for about 10 minutes then goes to a constant red light.

Do I need to do anything else ?

This normally works straight off.

Thanks

Marc

[Ben_H]

Hi Marc,

Thanks for letting me know. If you've not changed anything with your router still, it may be worthwhile testing the Sure Signal on a different internet connection. This will help to rule out once and for all any service changes made by your ISP (I realise you use your own router but there are other elements it could be associated with).

If it doesn't work on another connection, then we'll need to look at a warranty repair. Let me know the outcome either way!

Cheers, Ben

[purplehorace]

Hi Ben,

Sorry its been a while since the update. 

OK, I tried the SS at another location and it syncd and came up no problems, I could make a call and receive a call.  All was good.

I moved it back to home and hooked it up and it all started working :smileysurprised: So without me changing anything on the router what is the difference of moving it to another location then bringing it back...... ?

Just a little confused with this one.

Are there any specific ports that need to be opened for the synchronisation ?  I currently have it NAT'd.

Cheers

Marc