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Jenny
This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:
- Power: Flashing
- Internet: Solid Orange
- In Service: Off
- In Use: Solid Orange
Cause
This light sequence indicates the Sure Signal's not active and the cause is a network timing issue (NTP). These symptoms can be prone to recurrence.
Troubleshooting
Check that your Sure Signal has been registered successfully.
Before your Sure Signal can connect to our network, you must have first registered it with us. You will have received a message via text or email to let you know when the registration has completed successfully. Your Sure Signal will not work until you have recieved this confirmation message.
To verify that your Sure Signal has been registered, login to My Account, and click on the My Sure Signal tab. Your Sure Signal details should be listed, along with the status "Registered".
If you have not registered your Sure Signal, and are a Business Customer, please register at our Business Sure Signal page.
If you're a Consumer Customer, you can register directly from within the My Sure Signal page in My Account.
Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.
The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com
Destination IP Addresses:
- 212.183.133.177
- 212.183.133.178
- 212.183.133.179
- 212.183.133.181
- 212.183.133.182
- 212.183.131.128/26
Ports and Protocols:
- 8 – TCP/UDP (All routers)
- 50 – TCP/UDP (All routers)
- 53 – TCP/UDP (Virgin Super Hubs)
- 67 – UDP (Virgin Super Hubs)
- 68 – UDP (Virgin Super Hubs)
- 123 – UDP (All routers)
- 500 – UDP (All routers)
- 1723 – TCP/UDP (BT Home Hubs)
- 4500 – UDP (All routers)
- 33434 – 33445 – UDP (Virgin Super Hubs)
Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191
Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.
Check your MTU settings:
- Log into your admin page for your router
- Find the location of the MTU field - this varies depending on the make and model of router so you’ll need to hunt around for it
- Change the value of the MTU size to 1500 if this is allowed by your router
Log out of the router, this will usually result in a reboot:
- Hold in the reset button until all the lights go solid
- Pull the power lead out with the reset button still pushed in
- Continue to hold down the reset button and reconnect the power lead
- Wait for all of the lights to come on then release the reset button
The Sure Signal will now try to contact the network and download its profile. This may take anything up to 6 hours.
Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).
Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.
Please provide your ISP with some information supporting the network performance issue such as a number of speedtests performed throughout the day and a trace route.
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.
On a Mac:
- Open Terminal (Applications, Utilities)
- Type 'traceroute 212.183.133.177'
- Press Enter
Thanks
LeeH
Hi miltb120,
The problem that you’re having is down to your upload speed being too low.
You will need to speak with your internet provider about trying to increase this as it needs to be over 0.35 to work with one active call.
Also, the ping times on the traceroute are too high as these all need to be under 200ms and at the moment, you have pings of up to 1551ms.
James
Hi miltb120,
Your high ping isn’t related to your connection speed but your line quality.
I’d suggest contacting your ISP and ask them to run a check on your connection.
Let me know how you go on.
Cheers,
Andy
Hi miltb120,
I’m surprised to see that they’re charging you to increase the speeds.
Once this has been done, you'll need to do a reset to restart the setup procedure.
Reset your Sure Signal:
For versions 1 and 2:
-Hold in the reset button until all lights go solid
-Pull the power lead out with the reset button still pushed in
-Continue to hold down the reset button and reconnect the power lead
-Wait for all lights to come on and then release the reset button
For version 3:
-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.
The Sure Signal will be back online in around 1 hour.
James
Hi miltb120,
The problems that you’re having, is down to latency on your internet connection.
Basically, all of the hops on your traceroute need to be below 200ms for the Sure Signal to create and maintain a VPN tunnel.
You’ll need to speak with your internet provider about the quality of your connection.
James
