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Solution

Sure signal version 1 not working

seakens
3: Seeker
3: Seeker

‎25-05-2015 11:59 PM

Our sure signal version 1 has stopped working in the last week or so. It now has all four lights on the unit lit and the ethernet lights on the back are solid too. Can someone help as unable to make and receive calls?
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11 REPLIES 11

Retired-Jamian
Moderator (Retired)
Moderator (Retired)

‎26-05-2015 11:15 AM

Hi @seakens

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,

Jamian

 

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seakens
3: Seeker
3: Seeker
In response to Retired-Jamian

‎26-05-2015 09:35 PM

Hi Jamian,

 

I have tried most of the things in the troubleshooter but the ss just goes back to the solid 4 lights on the unit.

 

Sped test results are 74.89 mbps download and 18.98 mbps upload

 

Ping test results are grade B*. Ping 18ms, jitter 2ms.

 

External ip address is 109.159.58.120

 

Sure signal serial number is 21197166669

 

Traceroute results are:-

 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\George & Jamie>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 254.1.168.192.in-addr.arpa [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 14 ms 14 ms 14 ms 156.186.55.31.in-addr.arpa [31.55.186.156]
5 13 ms 13 ms 13 ms 58.127.99.195.in-addr.arpa [195.99.127.58]
6 14 ms 14 ms 14 ms 233.201.6.62.in-addr.arpa [62.6.201.233]
7 17 ms 14 ms 15 ms lndgw2.arcor-ip.net [195.66.224.124]
8 17 ms 16 ms 16 ms 93.0.205.85.in-addr.arpa [85.205.0.93]
9 * * * Request timed out.
10 * * * Request timed out.
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.

 

 

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cineriv
16: Advanced member
16: Advanced member
In response to seakens

‎26-05-2015 10:06 PM - edited ‎26-05-2015 10:09 PM

Hi seakens,

Your problem could be a failing power supply especially if it is the original one ..... stationary lights all showing is one of the symptoms.

 

If you require a replacement, they can be obtained from Amazon or Ebay and cost around £10 delivered.

 

Good luck,

Mike.

seakens
3: Seeker
3: Seeker
In response to cineriv

‎27-05-2015 07:20 PM

I have now changed the power lead and ethernet cable (just in case) and to no avail. Still diverts back to all four lights being on constantly!

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Retired-Kay
Moderator (Retired)
Moderator (Retired)
In response to seakens

‎28-05-2015 05:10 PM

Hi @seakens

 

Your IP address isn't on the whitelist which is why you're not getting a connection. 

 

I've requested for this to be added for you. This can take up to three working days.

 

Thanks, 

 

Kay

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gjgrst
2: Seeker
2: Seeker
In response to Retired-Kay

‎14-06-2015 06:05 PM

Hi Jamian,

 

Please see details below and advise.

 

Speed test: Download 6.04 mbps and Upload 0.66 mbps

Ping test: 61ms Jitter 52ms

External IP Address: 92.22.92.217

 

The results of a traceroute.

Microsoft Windows [Version 6.0.6000]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\greg>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms     1 ms    <1 ms  192.168.1.1
  2    25 ms    25 ms    24 ms  host-92-22-80-1.as13285.net [92.22.80.1]
  3    27 ms    26 ms    26 ms  host-78-151-228-36.as13285.net [78.151.228.36]
  4    28 ms    26 ms    27 ms  host-78-151-228-21.as13285.net [78.151.228.21]
  5    29 ms    28 ms    28 ms  host-78-144-11-199.as13285.net [78.144.11.199]
  6    28 ms    27 ms    30 ms  host-78-144-10-58.as13285.net [78.144.10.58]
  7    30 ms    31 ms    31 ms  ldngw1.arcor-ip.net [195.66.224.209]
  8    29 ms    29 ms    29 ms  85.205.0.86
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 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.

Sure Signal serial number:21230699957

 

Thank you in advance for your help

 

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Gemma
Community Manager
Community Manager
In response to gjgrst

‎15-06-2015 07:06 PM

@gjgrst

 

Welcome to our eForum! :Smiling:

 

Everything you’ve posted looks ok.

 

Please test a different Ethernet cable and 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

 

I can see it's registered successfully, so once you've followed the above, please do a factory 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

 It will come back online within 1 hour. 

 

If it's still not working, let us know what light sequence you're seeing.

 

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gjgrst
2: Seeker
2: Seeker
In response to Gemma

‎15-06-2015 09:26 PM

Hi Gemma,

 

Thank you for the welcome.

 

Please advise how I open the ports and allow IP addresses.

 

I have a D Link DSL 3680 router.

 

Thanks in advance

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Retired-Jamian
Moderator (Retired)
Moderator (Retired)
In response to gjgrst

‎18-06-2015 05:19 PM

@gjgrst - You'll need to contact your ISP to make these changes.

 

 

 

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