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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 CAFOULK,
The light sequence you’re seeing shows that your Sure Signal hasn’t been able to authenticate on our servers during the set up process.
Your IP address is on our whitelist, so no problems there either.
Your traceroute doesn’t appear to reach our servers so this may be a cause of your issue.
Can you re-run the test and post the results?
Your ping test is fine, but your upload speed is close to the minimum needed for the unit to work.
Do you have any other devices that also use your connection?
If you do, can you disconnect them and see if the Sure Signal then connects?
If it does, you’d need to speak with your Internet Service Provider (ISP) about increasing your connection speed.
Also, check to make sure that the following ports are open/forwarded on your router:-
Port Number
8 TCP UDP
50 TCP UDP
53 TCP UDP
67 UDP
68 UDP
123 UDP
500 UDP
1723 TCP UDP
4500 UDP
33434 - 33445 UDP
Let me know how you get on.
Cheers,
Andy
Hi CAFOULK
I can see that although the Sure Signal has updated to the latest software, there was some errors, so I have arranged for this to be resent.
Please allow 24 hours without turning the power off or resetting the device.
Once this has been done, please reset your phone, the best way would be to power off, remove SIM and battery (if possible), then replace battery and power up without SIM.
Once this has been done, input SIM and start up as normal.
If this hasn't connected at this point, please reset the Sure Signal, you will need to hold the reset button for a minimum of 20 seconds, and then reset your phone as above.
I have noticed that the IP address looks as though it could be a business one, where there may be firewalls etc.
If you're still having issues, please can you try this on another connection (at home, friend or family members).
Let me know how you get on.
DaveCD
Hi Chris,
The lights that you’re seeing show that the Sure Signal hasn’t been able to authenticate itself on our servers.
Strangely though, it connected to our servers last night at 21:47.
I’d suggest checking with your ISP (Internet Service Provider) to see if they’ve been performing any maintenance recently that may be affecting your connection.
As the right ports are open/forwarded, can you confirm that the router’s MTU (Maximum Transmission Unit) is set to 1500?
If this doesn’t help, the next option would be to try the device in a different location such as a family member or friend, preferably with a different ISP.
Let me know how you get on.
Cheers,
Andy
Hi CAFOULK,
Thanks for supplying your details. 
Your IP, traceroute and speedtests all came out great. Looking at your Sure Signal, I can see it's struggled to synchronise with our servers. I'm pushing a manual sync through now. Reset your device, then give it an hour and it should come back online.
If it doesn't, can you let me know if your router has assigned a fixed IP for your Sure Signal and who your ISP is?
Cheers, Ben
