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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: Off
- In Service: Solid Orange
- In Use: Solid Orange
Cause
This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network
Troubleshooting
Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:
- Your speed test results from here
- Your ping test results from here
- Your external IP address from here
- Your Sure Signal serial number
- The results of a traceroute
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
This will help us get the quickest possible resolution for you.
Thanks
LeeH
Hi Guys,
@ Jromaines - You say you can’t make and receive calls, is the phone showing any signal at all when in range of the Sure Signal?
All of the details you’ve provided look fine and the only concern is the upload speed only just being on the required speed.
Do you have other items connected to your router?
Can you try leaving your PC and any Wi-Fi connections witched off to see if this allows the call to be made?
@ gadgetbloke – You can deregister the Sure Signal by logging into your online account, selecting the manage my Sure Signal option and then select the deregister option.
The registration will then be the same as it was when you first set up the Sure Signal.
@pludlo – There isn’t much that we can do other than keeping an eye on it to see if it happens again.
James
Hi guys,
Mcarrigan – It may be that the power cut screwed up the old connection slightly, meaning it didn’t drop it normally so it can’t pick it back up.
I’ve done a resync for you, so can you do a factory reset?
- 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 come online in around 1 hour.
If this doesn’t help, try resetting the connection between it and the router:
- Switch off the Sure Signal
- Switch off the router
- Allow the router to restart fully
- restart the Sure Signal
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steve0819 - We don't monitor the PM boxes, as we're busy responding to posts, Facebook comments, tweets and the emails we get off the back of them. Any responses need to be posted back to the eForum thread so all the information is together. If we need secure details we'll advise how to get them to us.
There has been no connection with our servers since last month, so I'm unsure how much of a test was carried out. As you mentioned, the fact the box connected previously points to that not being the issue.
The Sure Signal is designed to work with a fixed broadband connection due to its reliability. A wireless signal may suffer line of sight or interference issues which can prevent the data being passed quickly enough for the system to work.
It's possible that the Ethernet cable is faulty, but is also possible that their router is in some way better at picking up the signal than the one you're using, and as such it's able to maintain a suitable connection.
If you're able to lay your hands on another cable, for example from a friend or if you're using one for an alternate task, try using that one with the Sure Signal. This will check if the cable is the issue, especially if you have confirmation the other one is working.
Dave
