Sure signal1 all lights are on but will not connect to my phone

[Clare_eaton3]

I've unplugged it and then plugged it back in again. All 4
Lights are coming straight on, there is no flickering like there
Normally is when it's powered up. I've also tried switching my phone
Off & in again but still no joy.

[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

[Clare_eaton3]

Ping 48ms

Download 6.77

Upload 0.82

IP address 78.149.109.242

'212.183.133.177' is not recognised as an internal or external command, operable program or batch file

codes on the sure signal box are 253112320 and 21197205970

thanks

Clare

[Retired-Andy]

Hi Clare,  

Thanks for the information; your speed test and ping test are fine. Your IP address is on our whitelist so no problems there either.

I checked your serial number and it’s not connected to our servers since you posted on 30 August, are you still unable to connect?

To make sure your unit is as up to date as possible, I’ve just resynced it.

So that 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

If this doesn’t help, we’ll need the results of a traceroute.

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.

Thanks

Andrew