Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - 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: 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:

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

This will help us get the quickest possible resolution for you.

Thanks

LeeH

[semtex65]

Hi,

Can anyone advise if my IP (178.16.239.42) has been added to the whitelist yet? Still got the orange lights!

[akazantsev]

Download/Upload 21.2 Mb

Ping 33ms 

Jitter 1ms

185.3.75.250

 1  10.10.10.1 (10.10.10.1)  0.705 ms  0.247 ms  0.217 ms

 2  185.3.75.249 (185.3.75.249)  6.918 ms  6.765 ms  6.873 ms

 3  185.3.72.1 (185.3.72.1)  1.457 ms  1.428 ms  1.412 ms

 4  xe-0-2-0.jar-004.thn.uk.mdnx.net (135.196.65.27)  26.857 ms  32.464 ms  1.768 ms

 5  xe-0-1-0.jprg-01.thn.uk.mdnx.net (135.196.65.115)  1.746 ms  1.706 ms  1.627 ms

 6  lndgw2.arcor-ip.net (195.66.224.124)  19.592 ms  18.775 ms  20.050 ms

 7  85.205.116.6 (85.205.116.6)  19.007 ms  18.415 ms  18.768 ms

 8  * * *

 9  * * *

[mckenziesd]

Hi

I'm having same problem - flashing red light, other two solid orange. Information below. Thanks

Speed Test Results:

download - 62.33Mbps

upload - 2.93Mbps

Ping test:

Couldn't detect packet loss

ping 18ms

Jitter 3ms

IP: 86.14.218.186

Sure Signal serial number:40132207461

Results of a traceroute:

Scotts-MacBook-Air:~ ScottMcKenzie$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 * * *
2 cpc17-ely05-2-0-gw.5-1.cable.virginmedia.com (86.14.218.1) 12.033 ms 10.311 ms 10.570 ms
3 cdif-core-2a-ae3-3001.network.virginmedia.net (62.254.255.33) 12.906 ms 9.200 ms 10.968 ms
4 brhm-bb-1b-ae1-0.network.virginmedia.net (62.253.174.81) 12.293 ms 21.366 ms 11.586 ms
5 * brhm-bb-1c-ae7-0.network.virginmedia.net (62.253.174.102) 14.872 ms *
6 * * *
7 ldngw1.arcor-ip.net (195.66.224.209) 21.697 ms 26.609 ms 15.909 ms
8 85.205.116.14 (85.205.116.14) 19.590 ms 25.220 ms 18.012 ms
9 * * *
10 * * *
11 * * *
12 * * *
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64 * * *
Scotts-MacBook-Air:~ ScottMcKenzie$

[Retired-Andy]

Hi mckenziesd,

Thanks for the information, your IP address is on our whitelist, so no problems there.

Your speed test and ping tests are fine and although there are a couple of timeouts on your traceroute, it still reaches our servers.

I’ve checked your serial number and can see that your Sure Signal connected to our servers at 18:51 yesterday, are you still seeing the same lights?

To make certain your Sure Signal is as up to date as possible, I’ve just resynced it for you.

To make sure it completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Hi mrgarethm,

Thanks for the update.

The next thing would be to try your Sure Signal on a different internet connection (a friend, family member etc.).

If the Sure Signal works there, it’d mean there’s something in your current set up that’s preventing it from maintaining a stable connection to our servers.

If it doesn’t work there either, it may indicate that your Sure Signal is faulty and would need sending for repair.

Let me know how things go.

Thanks,

Andrew

[semtex65]

Hi guys,

Would've replied sooner but i think I must've got knocked out when i fell off my chair in shock, because the thing is actually working now!

I have to say though, Vodafone, why can't you provide this sort of service when customers phone up?!? (aside from having to pay staff that know what they're doing!)

[shaw007]

Hi

We are having the same problem

Bought this to use on a BT Bus Hub but was unable to get it working so have brought it into work to make sure the unit is not faulty.

So we have the flashing Red and solid amber service and user light.

Test results:

Speed Test: 20 down, 10 up

Ping: 19ms, Jitter: 3ms

Ip: 31.22.1.62

SS Serial: 40132219235

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  fw1.shaw-project.co.uk [10.1.10.254]

  2     1 ms     1 ms     1 ms  no-dns-yet.wildcard.net.uk [31.22.1.61]

  3     3 ms     2 ms     2 ms  no-dns-yet.wildcard.net.uk [31.22.1.193]

  4     7 ms     6 ms     6 ms  gi-0-v501.cr-1.tcw.man.wildcard.net.uk [82.138.2

35.23]

  5    14 ms    12 ms    13 ms  82.138.235.52

  6    13 ms    14 ms    17 ms  ge-7-18.car1.london1.level3.net [212.113.8.213]

  7    16 ms    21 ms    24 ms  ae-52-52.csw2.london1.level3.net [4.69.139.120]

  8    14 ms    14 ms    15 ms  ae-229-3605.edge4.london1.level3.net [4.69.166.1

7]

  9    16 ms    23 ms    17 ms  195.50.122.66

 10    20 ms    14 ms    15 ms  85.205.116.6

 11     *        *        *     Request timed out.

 12     *        *        *     Request timed out.

 13     *        *        *     Request timed out.

 14     *

[Ben_H]

Hi folks,

There's quite a few of you here so let me try and address each of these individually.

semtex65 - We're a specialist team with a broad range of knowledge. I'm surprised that the Customer Services guys didn't pass your query to the technical team previously, however you're more than welcome to take advantage of my team should you need us in future.

shaw007 - The results you've posted there; are these from the work ISP your were trying out or normal internet connection? A resynchronisation request was raised back on the 15th but it wasn't completed as the unit wasn't reset. Can you tell me if you removed the Ethernet cable while you were doing the reset as well as the power lead? 

steve0819 - The upload speed is boarding on concern for your connection. Of the disconnected calls, are these at certain times of the day or when other items in the home are using the internet connection too? It could be a bandwidth restriction as we normally need a good 3Mbps upload. Are you able to try the traceroute at different times of day at all?

Claudius1974 - There's been no real connection to this unit since February this year so I'm surprised if it worked that recently. Is there a reason it goes so long without usage? I'm pushing a manual re-synchronisation through for you too so could you follow the instructions to reset your device and give it an hour to come back online to complete the action?

suresig-probs - I can see your unit was re-registered yesterday afternoon after you posted and it seems to have performed an update. Is this now working for you?

surreyred - There appears to be issues with your Sure Signal obtaining updates. Can you tell me if your ISP have put in place any Firewall protocols for your line that may be a little overzealous? I've manually resynchronised your unit for you as David did last month so once more can you reset the unit manually for me? 

Cheers, Ben

[surreyred]

Thanks Ben,

I'm not aware of any firewall changes at Virgin Media, can you recommend any ping tests or similar that would confirm if the route is being blocked ?

Steve0819 looks like you are on Virgin Media too ?

Thanks.

Tim

[suresig-probs]

suresig-probs - I can see your unit was re-registered yesterday afternoon after you posted and it seems to have performed an update. Is this now working for you?

Hi - I posted this morning, not yesterday? Anyway, still currently the same problem. Flashing power light with 2 orange lights. 

In case it's relevant, I'm also on Virgin Media. 

Thanks

[steve0819]

Hi Tim,

Thanks for the thought. I use a local ISP who buy bandwidth wholesale from Virgin, so I've got no control over that part of the config. It took more than 2 months to get the VSS working in the first place, so I've done the diagnostics several times. I compared the tracert output this time with its immediate predecessor & they're near identical. I doubt your problem or ours has anything to do with Virgin; if it did this forum would be even more active than it is.

These problems get very frustrating, particuarly as the VSS does an excellent job when it works.

Cheers,

Steve