Ver 1 Sure Signal box stopped working for multiple weeks now

[TopDog129]

Hi,

My Ver 1 Sure Signal box has stopped working for the last few weeks (been fine for multiple years). Below is the usual info requested. The box only has 1 green light and have reset it multiple times with no luck.

Any help would be greatly appreciated in getting this resolved.

Thanks,

TD

Your speed test results from here. 203.79 Mbps download 12.42 Mbps Upload (http://www.speedtest.net/my-result/5068102185)

Your ping test results from here. 13ms (http://www.pingtest.net/result/139442593.png)

Your external IP address from here. 81.107.128.253

The results of a traceroute (from router):
traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 64 byte packets
1 * * *
2 80.2.137.105 10.000 ms 10.000 ms 20.000 ms
3 * * *
4 * * *
5 212.250.25.62 10.000 ms 20.000 ms 10.000 ms
6 195.66.224.209 20.000 ms 30.000 ms 10.000 ms
7 85.205.0.86 10.000 ms 30.000 ms 10.000 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *

Your Sure Signal serial number: 21227861370

[TopDog129]

Also adding trace route from windows machine rather than from router.

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 22 ms 22 ms 30 ms brnt-core-2a-xe-031-0.network.virginmedia.net [80.2.137.105]
4 * * * Request timed out.
5 * * * Request timed out.
6 19 ms 16 ms 14 ms tclo-ic-3-ae0-0.network.virginmedia.net [212.250.25.62]
7 15 ms 16 ms 18 ms ldngw1.arcor-ip.net [195.66.224.209]
8 20 ms 19 ms 19 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.

[Retired-Charles]

@TopDog129 - Your Sure Signal had shown a location move which we have rectified.  Please perform a reset as follows:

1. Connect device to internet and power supply
2. Press and hold down the reset button (located near the internet port) until end of the process which will be indicated
3. Remove the power cable at back of the unit and wait for five seconds
4. Reconnect the power cable back to device
5. Wait for the LED sequence to flash from top to bottom and back to top
6. Wait for five seconds
7. Release the reset button
8. Within 10 minutes, all the 4 LEDs will start to flash in sequence – 1^st & 3^rdthen 2^nd & 4^th then 1^st & 3^rd – with the sequence repeated. This sequence indicates the start of the factory reset procedure.

[cineriv]

Hi TopDog129,

If the remedy that Charles has suggested doesn't work ..........

Firstly check the ethernet cable between the Sure Signal and the router, check it is firmly connected at both ends, try another lead if possible.

On the Sure Signal where the ethernet cable plugs in, there are 2 small led's ........ a yellow one that should be flashing as data passes and a green one which should be static.

If everything appears ok, it could possibly be due to a degraded power supply. Replacements are available from Amazon or Ebay and cost around £10 -12.

But firstly, have a look around for a suitable unit with a 12 Volt output @ around 1.5Amp capacity and the appropriate connector that you could 'borrow' to prove the fault. Suitable units can be found on external hard drives, monitors, printers, routers etc.etc.

Regards,

Mike.

[TopDog129]

Thanks Charles for looking into this. I haven't moved home or even moved ISP although my service has been upgraded and resulted in a new router and me being moved to a different part of the network which meant my IP changed.

However I have done the reset at about 7pm this evening and it was doing it's dance of flashing lights for a while. However at midnight it was still sitting with 1 green light on so I have just tried another reset on it.

Please could you have a look again and see if anything has changed or maybe something is showing at your end.

Thanks,

TD

[Retired-Charles]

@TopDog129 - We've resynchronised your Sure Signal so please leave it connected for a further 24 hours.

Let us know if you still need help after this time.

[TopDog129]

Hi Charles,

Thanks fo rthe support. I left the sure signal device on for 48 hours but this evening I still had a single green light.

I have again done a reset this evening. Please could you have a look again and see what is going on at your end.

Thanks,

TD

[Retired-Wayne]

@TopDog129

Have you tried what @cineriv has suggested?

[TopDog129]

Hi Wayne/Cineriv,

I have tried a different router network cable and the lights are as they should be (solid green/flashing orange).

I will have to see if I can find an equivalent power supply but I am not sure if it is this. Problem seems to have started when the ISP change my service and my router but can't be certain.

Wayne, are you able to tell if the sure signal is even attempting to connect to the servers or when was the last time it was properly connected?

Thanks,

TD

[cineriv]

Hi TD,

I don't know which version router you have, but check the router settings for IPSec Pass-through, this setting must be enabled to allow the Sure Signal to work.

You should be able to find this setting in Advance settings > Security> Firewall> IPSec Pass-Through.

You will need to reboot your Sure Signal if you have to enable this setting.

Regards,

Mike.

[TopDog129]

Thanks Mike,

Checked the router firewall settings and IPSec-Pass-Through is already enabled.

Even though I have had the sure signal registered since 2012 without any issues I thought it might be worth a stab at de-registering and then re-registering the device.

I have de-registered the device sucessfully but now when I try and go to register the device I am getting the following error.

Sorry – there seems to be a problem.

Something went wrong, sorry. Our techs are working hard to get it sorted - so please pop back later. - [1b2]

So either it is a general system wide issue (tried a couple of times in the last few hours), or it is a specific user problem.

I am hoping someone here might be able to shed some light

Thanks,

TD

[cineriv]

---

@TopDog129 wrote:

I have de-registered the device sucessfully but now when I try and go to register the device I am getting the following error.

Sorry – there seems to be a problem.

Something went wrong, sorry. Our techs are working hard to get it sorted - so please pop back later. - [1b2]

So either it is a general system wide issue (tried a couple of times in the last few hours), or it is a specific user problem.

---

Hi TD,

Yes, the error you are getting is a general issue which is yet to be resolved.

As it is an account issue no one on the forum has access.

Your best bet is to try 'Live Chat' .......... http://www.vodafone.co.uk/contact-us/index.htm

Or Tech support on 191 by mobile or 03333 040 191 by landline.

Regards,

Mike.

[TopDog129]

Hi, so I have done a full de-register/register and after a few resets still no resolution.

Could someone tell me if they see the suresignal attempting to connect to the network?

Thanks,

TD

[Retired-Charles]

@TopDog129 - The last contact from your Sure Signal was at 03:19 today (15/02/2016).

Leave it connected for at least 24 hours to allow for any updates to take place.

[TopDog129]

Hey Charles, It has been connected since yesterday morning. When I checked this morning it was still not connected.

Will give it a another day and drop a post if no change.

Thanks,

TD

[TopDog129]

Hey Charles,

The box has been connected since Monday but at the moment it still only has one light. Do you have any ideas?

Any further checks I can do from my side to rule out network problems?

Sure signal is connected directly to the Virgin Media router. Router has uPnP enabled and ipsec passthrough is enabled as well.

Any suggestions greatly appreciated.

Thanks,

TD

[Retired-Charles · Accepted solution]

@TopDog129 - Try your Sure Signal on another connection (a friend or relative), if that doen't work it means that it will need to be replaced.

[TopDog129]

Just looking at my tracert again.. does this traceroute look normal?

Wondering whether three hops in middle that have "Request timed out" is normal or could that be cause Sure Signal to not connect?

C:\Users\rvora>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 3 ms 1 ms 1 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 14 ms 17 ms 18 ms brnt-core-2a-xe-031-0.network.virginmedia.net [80.2.137.105]
4 * * * Request timed out.
5 * * * Request timed out.
6 20 ms 15 ms 25 ms tclo-ic-3-ae0-0.network.virginmedia.net [212.250.25.62]
7 15 ms 17 ms 15 ms ldngw1.arcor-ip.net [195.66.224.209]
8 19 ms 20 ms 28 ms 85.205.0.86
9 * * * Request timed out.
10 * * * Request timed out.

[Retired-Charles]

@TopDog129 - The traceroute looks fine, try another connection like I mentioned to see if we get connection from there.

[TopDog129]

Hey Charles,

I gave up in the end and replaced my v1 sure signal with a v3 sure signal. Everything now working fine.

Will need to look at what is wrong with the v1. Maybe it was the power support but very strange.

Thanks for the support.

TD