Version 3 (Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange)

[Retired-Lee]

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:

1. Log into your admin page for your router
2. 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
3. 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:

1. Hold in the reset button until all the lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. 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:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

Thanks

LeeH

[LumenArchitect]

And how do I do that with only 1 connection?

[ValentineTrewyn]

My Sure Signal has the same problem

Serial 42160598613

Router Asus RT-N66U with port forwarding set as per instruction

Internet is via Skylink satellite with 4.95 Dload and .98 upload with a ping of 768ms

Traceroute as follows:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  router.asus.com (192.168.1.1)  0.603 ms  0.265 ms  0.248 ms

 2  * * *

 3  10.130.162.61 (10.130.162.61)  730.026 ms  724.975 ms  692.430 ms

 4  10.130.162.250 (10.130.162.250)  677.906 ms  721.696 ms  692.327 ms

 5  10.130.162.82 (10.130.162.82)  692.025 ms  733.955 ms  687.846 ms

 6  88-202-127-129.ip.skylogicnet.com (88.202.127.129)  680.355 ms  739.080 ms  668.486 ms

 7  192.168.35.2 (192.168.35.2)  719.971 ms  761.549 ms  706.529 ms

 8  10.130.2.62 (10.130.2.62)  692.549 ms  712.796 ms  678.260 ms

 9  10.130.2.42 (10.130.2.42)  692.656 ms  733.417 ms

    10.130.1.126 (10.130.1.126)  752.358 ms

10  xe-5-3-1-0.fra-006-score-1-re0.interoute.net (89.202.255.217)  749.221 ms

    10.130.1.201 (10.130.1.201)  785.992 ms  725.549 ms

11  be-3.r02.frnkge03.de.bb.gin.ntt.net (213.198.72.189)  680.663 ms  755.573 ms  711.770 ms

12  ae-18.r04.parsfr01.fr.bb.gin.ntt.net (81.25.197.185)  727.792 ms  791.555 ms

    ae5-xcr2.fix.cw.net (195.2.19.133)  739.192 ms

13  ae16-xcr1.ptl.cw.net (195.2.24.5)  776.148 ms

    ae25-xcr1.amt.cw.net (195.2.28.97)  732.427 ms  1370.647 ms

14  ae3-xcr1.lnt.cw.net (195.2.25.153)  707.480 ms

    ae2-xcr1.lsh.cw.net (195.2.25.30)  738.463 ms

    ae3-xcr1.lnt.cw.net (195.2.25.153)  730.733 ms

15  ae36-xcr1.lns.cw.net (195.2.25.170)  750.804 ms  718.750 ms

    ae22-xcr1.lns.cw.net (195.2.30.61)  736.748 ms

16  * * *

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Any thoughts?

[Rahim]

@ValentineTrewyn I can see your Sure Signal has made a connection yesterday afternoon (7 July 2016). 

Can you please let us know if you're still having trouble? 

[ValentineTrewyn]

It's appeared to be changing its behaviour but has reverted to th same symptoms

[DaveCD]

@ValentineTrewyn

The Sure Signal isn't supported on satellite internet connections.

This doesn't mean it won't work, but we're unable to troubleshoot it from our end.

See if the device works by connecting it at another location, such as a friend or family members (one on a traditional broadband connection).

[CardUK]

Hi - 3rd Generation SS with flashing power and 2 lights permanently orange. Had an issue with router which needed a lot of reboots and since then this issue has occured (been working great for a couple of years before that).

C:\Users\Ryan>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 16 ms 19 ms 11 ms BThomehub.home [192.168.1.254]
2 27 ms 32 ms 46 ms 217.32.147.8
3 86 ms 94 ms 90 ms 217.32.147.62
4 105 ms 108 ms 127 ms 213.120.176.26
5 118 ms 104 ms 63 ms 217.41.168.175
6 125 ms 107 ms 84 ms 217.41.168.109
7 114 ms 107 ms 57 ms acc2-10GigE-0-2-0-5.l-far.21cn-ipp.bt.net [109.1
59.249.227]
8 95 ms 51 ms 93 ms core4-te0-9-0-21.faraday.ukcore.bt.net [109.159.
249.143]
9 137 ms 87 ms 81 ms peer6-BE8.telehouse.ukcore.bt.net [213.121.193.1
83]
10 173 ms 156 ms 192 ms 166-49-211-230.eu.bt.net [166.49.211.230]
11 * 165 ms 94 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

Any help would be appreciated

[Rahim]

@CardUK Please can you provide us with your Sure Signal serial number? 

[CardUK]

Hi Rahim, I went to get the serial number last night, and it is now working. No changes made at my end so I assume something network related in the middle. If you guys did something, thank you, otherwise all appears fine now. 

[Rahim]

@CardUK We're glad to hear this! 

Thanks for getting in touch and letting us know  

[MarkBouldin]

Hi Lee Having issues had a BThub 5 and replace that with a TP-Link one 

Version 3 (Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange)

Router TP-Link Archer VR600 

ISP BT

Ping 20mS 

Speed 75MBit download 18Mbit

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 * 1 ms 1 ms ARCHER_VR600 [192.168.1.1]
2 * * * Request timed out.
3 * 18 ms 19 ms 31.55.186.181
4 59 ms 46 ms 58 ms 31.55.186.180
5 91 ms 91 ms 90 ms 195.99.127.92
6 115 ms 101 ms 92 ms 213.121.193.191
7 19 ms 20 ms 20 ms t2c3-et-8-1-0-0.uk-lon1.eu.bt.net [166.49.211.240]
8 148 ms 441 ms 1622 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.