Flashing/steady power light, no other lights lit

[Retired-George]

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:

1. Turn off your router or modem at the wall for 10 seconds and then turn it back on
2. Wait for the lights on your modem/router to indicate that an internet connection has been established
3. 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:

1. Hold in the reset button until all 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 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

[brett7]

Hi there,

My Sure Signal seems to have packed up on me - only have the red power light and the one next to it permanently on - but nothing else.

Not sure if the unit needs re-syncing or something?

Serial number is: 40114268895

Thanks

[AllyWard]

Hi

I've had a suresignal 1 for a number of years and has been working fine.

I had to reset my router yesterday and since then my suresignal has stopped working

I have rebooted the router and reset the suresignal according to the instructions in this post but I still see just a single flashing power light.

I have checked the physical connection

My suresignal serial no is: 21230525475

Router is a Virgin superhub 2 I think

[DaveCD]

Hi AllyWard,

I can see that you're on the latest software and that the device last connected yesterday.

Are you still having difficulties?

I have resynched your device to clear any faults that may have been present.

If you're still experiencing difficulties, please provide a traceroute:

VSS 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.

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

Thanks

DaveCD

[beaglefone]

Hi 

My v1 Sure signal has given up the ghost.  It has been working fine until three days ago and stopped.  The no 1 light comes on fine and after a while no2 light flashes for a bit and becomes steady, then no 4 light flashes for a short while and then they all go off before the process starts again.

I have rebooted everything and it is not an internet issue.  Nothing has changed from when it was working until now.

Is this a firmware issue or does it need a resync.  Serial number 21231098761.

Thanks

[beaglefone]

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 bthomehub (192.168.1.254) 5.463 ms 2.428 ms 2.579 ms
2 esr17.kingston6.broadband.bt.net (217.47.159.140) 31.129 ms 28.087 ms 27.515 ms
3 217.47.159.125 (217.47.159.125) 28.413 ms 26.711 ms 27.802 ms
4 213.1.69.170 (213.1.69.170) 29.842 ms 30.589 ms 29.268 ms
5 217.41.168.195 (217.41.168.195) 29.522 ms 29.616 ms 29.269 ms
6 217.41.168.109 (217.41.168.109) 29.548 ms 30.274 ms 30.290 ms
7 109.159.249.248 (109.159.249.248) 30.058 ms
109.159.249.246 (109.159.249.246) 30.114 ms
acc2-te0-0-0-20.l-far.21cn-ipp.bt.net (109.159.249.220) 29.231 ms
8 core4-te0-12-0-21.faraday.ukcore.bt.net (109.159.249.155) 31.163 ms
core4-te0-12-0-20.faraday.ukcore.bt.net (109.159.249.153) 33.922 ms
core4-te0-10-0-21.faraday.ukcore.bt.net (109.159.249.151) 36.562 ms
9 peer1-xe8-3-0.telehouse.ukcore.bt.net (213.121.193.97) 29.882 ms
62.6.201.215 (62.6.201.215) 30.308 ms
62.6.201.221 (62.6.201.221) 30.626 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 32.348 ms 31.646 ms 33.191 ms
11 85.205.0.93 (85.205.0.93) 31.072 ms 31.857 ms 32.222 ms
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[smartinsurance]

Hi,

I set up a VPN server (NETGEAR ProSafe™ Gigabit 8 Port VPN Firewall FVS318G latest firmware) and IPSec clients (IPSecuritas) and we've started experiencing problems with our Sure Signal, Alcatel-Lucent (Vodafone signal booster), Model: 9361 Home Cell p3.0, Part No: 3JR09113ABBA. The box keeps loosing connection many times a day and renders pretty much useless in our ocmpany. We are stuck on a contract that expires in 18 months.

I have found a couple of posts on forums suggesting port forwards e.g.:

• http://kfc.io/8Sb
• http://kfc.io/8Sc

I managed to forward majority of ports but 500 UDP is being used by VPN IKE hence is conflicting and cannot be used.

After speaking to Vodafone business customer service was given the follwoing requirements for the box to work. One of them is connection PPoA. We and many other BT customers are on PPoE which means it would not work correctly for them?

Vodafone Sure Signal box requirements:

4.13 Mbps down min
1.5 Mbps up min
LATENCY below 200ms
Connection type: PPOA
MTU 1500
STATIC IP

8 TCP/UDP
50 TCP/UDP (TCP/UDP used by Remote Mail Checking Protocol??)
53 TCP/UDP (TCP/UDP used by DNS server??)
1723 TCP/UDP (TCP/UDP used by Microsoft PPTP server??)
67 UDP (UDP used by BOOTP/DHC??)
68 UDP (UDP used by BOOTP/DHC??)
123 UDP (UDP used by NTP??)
500 UDP (UDP used by VPN server IKE ISAKMP??)
4500 UDP (UDP used by IPSec NAT Traversal (RFC 3947)??)
33434 - 33445 UDP (UDP 33434 reserved for traceroute??)

Ports reference: http://en.wikipedia.org/wiki/List_of_TCP_and_UDP_port_numbers

I believe we won't get any further with this (why so many ports and it doens't open via UPnP by default for e.g. home users!? I also have Three signal booster box failiing all the time at home as well). There is a new Cisco RV325 16 Port Router arriving this week and am hoping that will be able to set 500UDP port forward on it. It's way to complex and lack of "out of the box" or "on the box" requirements is leaving me with a lot of frustration...

Edit: I've just checked some of the above ports and there appear to be more conflicts e.g. 53 used by DNS?? What is wrong with Vodafone and why are you utilising reserved ports for common services??

[grolschuk]

The fact that the box is connecting and then disconnecting isn't going to be a general connectivity issue.

You would have no connection at all if there was a configuration need somewhere.

With the IPSec VPN clients that connect, how heavy is their use?

It could be that they use more bandwidth than is good for the suresignal to stay connected, and it disconnects.

Or the router only allows so many IPSec tunnels (the suresignal creates a VPN back to Vodafone) and it gets dropped once so many inbound connections have been made.

[smartinsurance]

It's really hard to troubleshoot this thing with no user interface nor any kind of logs... another let down of this device. I don't think it's been thought through/designed for business or any SOHO use at all. Utilising ports such as 53 reserved for DNS services is really bad IMHO.

I've got currently three test users connecting via IPSec VPN into our office's network. Majority of time it's myself managing the network. The box goes down intermittently and is unusable pretty much 80% of the day if not more. It used to be connected to another home style router (a basic netgear with VPN pass-through only) and worked better. It was on the same line and numbner of users. I've even opened up UPnP to see if that helps although it shouldn't be done on company's network for security reasons. The connection loss occurs even when all three VPN users are in the office although we also have one site-site connection active and thus would have to disrupt business in order to troubleshoot this further.

We are on a 17Mbps down and 6Mbps up business line and soon will be upgrading to 500Mbps. Usage is very low and majority accessing our light online LAMP stack based apps, no heavy downloads etc.

[Jenny]

Hi @beaglefone

Your Sure Signal last connected with our servers this morning – is everything working ok now?

@smartinsurance – Please get back to us with your Sure Signal serial number and we can check things further.

Thanks,

Jenny

[smartinsurance]

Hi,

Many thanks for getting back to me. I attach below our serial number:

40133466942