Suresignal v2 not working.

[skershaw]

Hello

We have a Suresignal v2 that doesn't appear to be working. The power light is solid red and the 1st LED is lit but no others.

I have run through the 30 second reset procedure and the device appears to be registered correctly on our account.

It is currently the only device on an ADSL connection with no outgoing restrictions. The router can "see" it and it has an IP address from DHCP.

I wonder if you advise on the correct sequence of LEDs I should see for it to be operating correctly and if there are further steps I can go through to troubleshoot the problem.

thanks in advance

Ste

[Retired-Ian_]

Hi skershaw,

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
Ian

[skershaw]

Hello

Here are the results:-

Speedtest: down: 4.72mbps  up: 0.85mbps

Ping Test: 20ms  jitter: 2ms

Traceroute:

Ethernet adapter Local Area Connection:

        Connection-specific DNS Suffix  . : lan
        IP Address. . . . . . . . . . . . : 192.168.1.69
        Subnet Mask . . . . . . . . . . . : 255.255.255.0
        Default Gateway . . . . . . . . . : 192.168.1.254

Ethernet adapter Bluetooth Network Connection:

        Media State . . . . . . . . . . . : Media disconnected

Ethernet adapter Wireless Network Connection:

        Media State . . . . . . . . . . . : Media disconnected

C:\Documents and Settings\SysAdmin>tracert 212.183.133.177

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

  1   111 ms   199 ms   199 ms  speedtouch.lan [192.168.1.254]
  2    13 ms    13 ms    13 ms  92.42.120.138
  3    13 ms    13 ms    13 ms  92.42.127.201
  4    13 ms    15 ms    12 ms  man2-gw1-g-0-2.talkinternet.co.uk [92.42.120.13]

  5    13 ms    13 ms    13 ms  te-4-2-155.car2.Manchester1.Level3.net [195.50.1
19.181]
  6   135 ms   211 ms   216 ms  ae-11-11.car1.Manchesteruk1.Level3.net [4.69.133
.97]
  7    20 ms    19 ms    19 ms  ae-4-4.ebr1.London1.Level3.net [4.69.133.102]
  8    20 ms    20 ms    19 ms  ae-57-112.csw1.London1.Level3.net [4.69.153.118]

  9    19 ms    19 ms    19 ms  ae-119-3505.edge4.London1.Level3.net [4.69.166.1
]
 10    23 ms    24 ms    23 ms  195.50.122.66
 11    21 ms    20 ms    20 ms  85.205.116.14
 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.

Suresignal Serial number: 40114655448

thanks

Ste

[Retired-Ian_]

Hi skershaw,

Thanks for that.

The information you've supplied is correct except for the IP address.

It's not registered in the UK which is why the Sure Signal isn't working.

You can contact them and ask them to add it to the RIPE list though.

Thanks

Ian

[skershaw]

Hello

Where are you getting this information from? Our ISP is UK based (Talk Internet) and on http://www.ipaddresslocation.org/ it shows it's location as being in Widnes, UK.

IP address is 80.74.252.137

If I can show my ISP something to the effect that it's not registered in the UK that would be great.

thanks again

Ste

[Retired-Simon]

Hi skershaw

Thanks for your reply.

The IP address listed on your traceroute was different to the one you supplied, which is why Ian suggested to double check it.

I can see its UK registered on RIPE so that’s fine.

Looking at your traceroute, all hops need to be under 200 ms and at step 1, you’re very close to this and you’re over at step 6.

This would suggest that somewhere during the connection you’ve latency, so you’d need to refer to your ISP.

Thanks

Simon

[skershaw]

Hello,

The latency appears to have been eliminated but the trace still gets stuck at hop 11. I have also tried a trace from two other connections from two seperate ISPs and these do not trace all the way to the destination.

C:\Windows\System32>tracert 212.183.133.177

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  192.168.10.1
  2     3 ms     2 ms     2 ms  217-149-97-129.as25582.net [217.149.97.129]
  3     5 ms     4 ms     4 ms  217-14-176-5.as25582.net [217.14.176.5]
  4     6 ms     6 ms     6 ms  gi9-9.ccr01.man02.atlas.cogentco.com [149.6.11.1
09]
  5     6 ms     6 ms     7 ms  te0-1-0-4.ccr21.man01.atlas.cogentco.com [154.54
.85.49]
  6    12 ms    12 ms    13 ms  be2194.mpd22.lon13.atlas.cogentco.com [130.117.5
0.41]
  7    12 ms    12 ms    13 ms  be2317.ccr22.lon01.atlas.cogentco.com [154.54.73
.178]
  8    13 ms    12 ms    13 ms  level3.lon01.atlas.cogentco.com [130.117.15.246]

  9    13 ms    12 ms    12 ms  vl-3502-ve-116.csw1.London1.Level3.net [4.69.166
.133]
 10    12 ms    12 ms    12 ms  ae-119-3505.edge4.London1.Level3.net [4.69.166.1
]
 11    15 ms    15 ms    15 ms  195.50.122.66
 12    14 ms    13 ms    13 ms  85.205.116.10
 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.

thanks

Ste

[Retired-Ian_]

Hi ste,

Thanks for the update.

I need you to deregister and then reregister the Sure Signal.

You can do this in your online account, click "Manage Sure Signal", click "Deregister".

Once you've done that, go back in again and register it once again.

Thanks

Ian

[skershaw]

Hello

Suresignal has been deregistered and re-registered.

thanks

Ste

[Retired-James]

Hi skershaw,

It looks like it’s connected to the server after it was registered again.

How are things now?

James