SS V3 - crashing when low signal?

[mcgillca]

Hi - I just got my SS V3 yesterday. I managed to connect it fine, and made calls in most of the house.

Howvever, in one room in the house, the 3G signal is low (still 2 bars on my iphone, I'm lucky if I get a 1 bar GPRS signal without it). When I make a call from that location, the SS V3 appears to crash - the red light starts to flash and it has to reconnect to the network.

No problems with using it elsewhere in the house, so I don't think this is a network issue.

Is this a common problem?

Colin

[Retired-Matt_Vo]

Hi

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

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

Matt
Moderator

[mcgillca]

Download speed: 124 ,mb/sec

Upload speed: 11 mb/sec

Ping: 20ms, jitter 1 ms

IP address: 86.16.62.171

Serial number: 40132742657

Traceroute output

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Colin>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 9 ms 11 ms 7 ms cpc2-hers5-2-0-gw.6-3.cable.virginmedia.com [86.
16.62.1]
2 7 ms 7 ms 7 ms hers-core-1a-ae1-3885.network.virginmedia.net [8
0.3.33.249]
3 9 ms 9 ms 9 ms brnt-bb-1c-ae10-0.network.virginmedia.net [62.25
3.174.205]
4 14 ms 11 ms 11 ms brhm-bb-1c-et-410-0.network.virginmedia.net [62.
253.175.210]
5 * * * Request timed out.
6 35 ms 35 ms 35 ms lndgw2.arcor-ip.net [195.66.224.124]
7 35 ms 35 ms 35 ms 85.205.116.6
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Users\Colin>

[Ben_H]

Hi mcgillca,

Thanks for posting your details. Everything on your Traceroute and IP looks nice and healthy. Your speeds are also very good!

I can see your unit synchronised with us this morning just after midnight. I'm pushing a manual synchronisation out now so if you're still unable to connect, just reset your Sure Signal and give it 1-2 hours to come back online. 

Let me know when it's up and running again.

Cheers, Ben

[mcgillca]

Thanks, Ben. I am away from home for a few days, so can't check.

However, the unit does not seem very stable. It has required rebooting several times.


Given the good network connection, is this normal?

Colin

[Sukhi]

Hi mcgillca

Hopefully the re sync will have brought the SS back to life, let us know how you get on.

How many devices are connected to the Sure Signal? It might be worth disconnecting these to see if that makes any difference.

Thanks

Sukhi

[mcgillca]

Dear Sukhi,

I came back today to find the SS V3 not connected.

After several resets, it eventually started to work again.

I only have 2 phones connected.

Colin

[Retired-Andy]

Hi Colin,

Thanks for the update; it’s great to see your Sure Signal is working again.

I can see it connected to our servers at 02:44 today, are all your phones now getting a connection?

Thanks,

Andrew