SureSignal v1 not working

[terryh]

I have a SureSignal version 1 and for some reason it is not working (even though it was the other day).

Lights 1 and 2 are on but it doesn't do anything. Our internet is fine and has no setup has changed or anything like that and I have been through the troubleshooting and reset the device.

I cannot ping 212.183.133.181 but 212.183.133.182 is working fine??

Our internet connection is fast so no issue there either.

Can you check that it is connecting to your servers or resync it for me.

The serial number is 21224311775.

Thanks

[terryh]

Here's my traceroute...

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms //REMOVED FOR SECURITY// [192.168.24.254]
2 23 ms 24 ms 23 ms 88.215.57.254
3 35 ms 24 ms 23 ms 88.215.62.94
4 25 ms 26 ms 28 ms xe-7-0-2.edge6.London1.Level3.net [213.242.120.3
7]
5 * * * Request timed out.
6 43 ms 25 ms 25 ms ae-227-3603.edge3.London1.Level3.net [4.69.166.1
54]
7 49 ms 49 ms 49 ms CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.26]
8 28 ms 28 ms 32 ms ae22-xcr1.lns.cw.net [195.2.30.61]
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.

[terryh]

Nothing?

I get the same connection time out when I try from home yet my home SureSignal v3 works fine.

Are there problems with suresignal at the moment?

[Gemma]

Hi terryh,

I’ve re-synced your Sure Signal.

So the resync completes, please perform a factory reset for me:

1) Hold down the reset button until all the lights show/flash (about 30 seconds)

2) Keeping the reset button held down, remove then re-insert the power lead

3) Once all the lights display, release the reset button

The Sure Signal will come online in about an hour.

Thanks, 

Gemma

[terryh]

Still no luck I'm afraid, here's what is happening...

Light 1 flashes and then goes solid

Light 2 flashes and then goes solid

Light 4 flashes for about 20 seconds and then all lights goes off and light 1 starts to flash again

Any ideas?

[Jenny]

Hi terryh,

Everything’s looking fine from our end.

If you’ve tried this in another location and this still isn’t working (especially if another Sure Signal will work at that address) it looks as though there’s a fault with your Sure Signal.

As this is now out of warranty, there is a charge to get this repaired. Alternatively you can purchase a new Sure Signal online or in store.

Thanks,

Jenny

[Anonymous]

Just to add the connection time out doesn't mean anything, the firewall at Vodafone's network border will be set not to respond to echo request packets as a security measure.