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Jenny
We’ve created this thread to help with an issue that some people find during setup.
This issue has the following symptoms:
- The power light either constantly flashes or remains steady
- No other lights flash or light up
Please note that whether the power light is flashing or remains steady, this still points to the same issue - the Sure Signal hasn't established a connection to the internet.
The only difference is that if the light’s steady, then the Sure Signal has previously downloaded a profile from the server, if it's flashing then it hasn't.
Troubleshooting steps:
Check the physical connection between your Sure Signal and the router/modem.
In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.
In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.
To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.
There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.
There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.
Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).
We recommend rebooting the router to see if this then allows you to connect to the internet.
Reboot your router/modem:
- Turn off your router or modem at the wall for 10 seconds and then turn it back on
- Wait for the lights on your modem/router to indicate that an internet connection has been established
- Press the reset button on the Sure Signal
Check that your Sure Signal has been assigned an internal IP address by your router.
The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled, as doing so will enable the router to assign an IP address to your Sure Signal automatically.
For more instructions on how to do this, please check your router manual, or contact your ISP or router manufacturer.
If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.
BT Infinity customers.
If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.
Once this has been selected please restart your router and Sure Signal.
Check your MTU settings.
Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.
Change the value of the MTU size to 1500.
Log out of the router, this will usually result in a reboot.
Perform a reset of the Sure Signal:
- 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
The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.
Post your router/ISP details and Sure Signal serial number.
If you’ve done all of the above, or you’re struggling with configuring your router, please post your router's make and model number below. Please also include your Sure Signal serial number and the name of your ISP.
We find that other users of the same router will usually be able to share tips with you, to get things working.
We’ll also attempt to help with this, but due to the number of different manufacturers and models, it is not always possible. We don’t officially support any form of router configuration, so we’ll always recommend contacting your router manufacturer or ISP for assistance first.
Thanks,
Jenny
Hi simplicity,
Your Sure Signal hasn't updated since December which could be causing an issue so I've performed a resync.
To complete the process please perform a reset.
Let us know how you get on.
Kay
Yipee after 2 days I've managed to get our Sure Signal connect to the older style LIVEBOX.
Tried speaking with the tech guys at Orange our ISP, but they refused to assist in the configuration of the router, their advice was to use the pairing button, very poor considering.
I'm not technical in anyway, I know what to look at but thats my extent. I tried the details on the threads to configure the router firewall, but nothing worked, after a second call to Vodafone tech guys, although they can't configure the router as it's the responsibility of the ISP, but they could answer the questions I asked.
For those of you with little technical knowledge, a unhelpful ISP and a LIVEBOX, here's some helpful advise I hope, I used the Orange website help and support selected Livebox ASDL Status and followed the link to the livebox configuration, from here you can confirgure the router, under SECURITY select firewall, select advanced, then settings, then add rules. You need to set up rules for each port and protocol, under SERVICE select from the list a drop down will appear select HTTPS, (vodafone protocol is IP, livebox is TCP) so select TCP, TARGET is ACCEPT, enter the port number into the designation port box and IP address into the designation IP, then press submit repeat process until all rules are entered. This must be completed for IP address 212.183.133.177, Protocol TCP Port 50, IP 212.183.133.177 Protocol UDP Port 4500, IP 212.183.133.177 Protocol UDP Port 500, IP 212.183.133.181 Protocol TCP Port 8, IP 212.183.133.181 Protocol UDP Port 123, IP 212.183.133.182 Protocol TCP Port 8, IP 212.183.133.182 Protocol UDP Port 123, once this has been done select " Ping back on WALan" then select configure update, this takes care of the outgoing packets not the incoming from vodafone, to do this go to configuration then advanced then to router under port forwarding - NAT (NAT will only allow 1 rule for each protocol) select add, and add rules as with the firewall under service select HTTPS from the drop down, then I have entered IP 212.183.133.181 Protocol TCP Port 8 for both external and internal IP 212.183.133.182 Protocol UDP Port 123 for both external and internal pressing submit after every entry.
If you use the suggested IP 212.183.131.128/26 the livebox alarms invalid IP address, so don't use it.
If the sure signal has power on with light flashing press and hold the resest button count to 10 and remove the power supply whilst still holding the reset button in, count to 10 refit the power supply still holding the reset button in, count to 10 after the power light is lit and release the reset button. For the next hour I had the power light, @ light and phone light flashing slowly, then the power and @ light became constant, for the next 5 hours nothing more, on waking this morning we have lift off all is now operational.
We now have full 3G signal through out the house.
Firstly, a very warm welcome to the eForum Family, it's always great to see new faces on here
.I notice that you've mentioned PPPoE settings. The Sure Signal isn't currently compatible with PPPoE, it will work over PPPoA though. If you're connecting via PPPoE then it may be worth contacting your ISP to see if you're able to connect over PPPoA instead.
Give that a go and keep us updated with your progress
.George
eForum Team
