SS2 - Power light ON second light FLASHING. HELP!

[Mattcuk]

Hi,

I've had my SureSignal v2 for a while now and accept for the odd reboot it's been pretty good. Now without changing any settings it just stopped working. The power light is on and the 2nd light is just constantly flashing... It's been doing it for several days now. When I tried to reboot it or reset it both lights will flash for a maximum of 5mins then it'll return to the 2nd light flashing only. As far as I'm aware when the 3rd light goes out it means it has access to the internet and the 2nd light flashing means that it's waiting for a connection to Vodafone. I've checked my network and I can see the SureSignal on the list of items with access to the internet so I'm really not sure what the problem is.

Would really like some ideas and help as I live in a signal black spot and no signal for a week has been driving me mad!!

Thanks in advance,

Matt.

[Retired-AndyD]

Hi Mattcuk,

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

Andy
Moderator

[Mattcuk]

Hi Andy,

The troubleshooting thread didn't have anything relevant unfortunately.

As requested:

Speed: 2.41Mbps

Ping: 49ms (6ms jitter, 0% packet loss)

External IP: 82.26.222.237

Traceroute:

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     2 ms     2 ms     2 ms  192.168.1.1
  2    44 ms    41 ms    40 ms  pete-bam-1.network.virginmedia.net [194.145.148.98]
  3    41 ms    40 ms    41 ms  pete-core-1a-ge-300-2.network.virginmedia.net [82.0.242.109]
  4    73 ms    44 ms    43 ms  nrth-bb-1a-as6-0.network.virginmedia.net [212.43.163.217]
  5    44 ms    44 ms    45 ms  nrth-tmr-1-ae1-0.network.virginmedia.net [213.105.159.30]
  6    61 ms    61 ms    60 ms  fran-ic-1-as0-0.network.virginmedia.net [62.253.185.81]
  7    63 ms    70 ms    69 ms  FFMGW3.arcor-ip.net [80.81.192.117]
  8    62 ms    70 ms    70 ms  92.79.213.129
  9    64 ms    66 ms    66 ms  92.79.213.154
 10    62 ms    63 ms    62 ms  85.205.116.14
 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.

Hope you can offer some help,

Matt.

[Mattcuk]

Ps. The serial number is '40120150475' forgot that detail.

[Retired-Dave · Accepted solution]

Hi mattcuk,

Thanks for adding the serial number on the later post. I can see from that on our systems that the Sure Signal connected last night, but as you haven't mentioned this is working again I've performed a resync just to be sure. Can you try a hard reset of the VSS to ensure this picks up for me?

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

If you're still having any issues after this then we're happy to help further.

The IP looks fine and the Traceroute, whilst a little higher than ideal for some steps, is well within functional boundaries.

For the speed test, we need to check both upload and download speed to ensure that they haven't dropped near or below the necessary levels. Can you follow the link provided above and confirm both speeds for me?

Can you also check the following for me?

Manually configure your Router to allow port-forwarding.

In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com

Destination IP Addresses:
212.183.133.177
212.183.133.178
212.183.133.179
212.183.133.181
212.183.133.182
212.183.131.128/26

Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Check the physical connection between your Sure Signal and your Router/Modem.

In order to function, the Sure Signal needs to be connected to a spare Ethernet port on your Router or Modem (or a Hub/Switch that is in turn connected to an Internet Gateway.) In some cases it is 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 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 which is on permanently to indicate 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 does not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plugging the cable into a different port on your Router / Modem.

Check that you have an active Internet connection.

Make sure you are currently able to connect to the internet on another device, such as your PC, or a Wi-Fi enabled phone. If you are not able to make an internet connection, this indicates a problem with your Router or your Internet Service Provider. 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, then turn it back on. Wait for the lights on your Modem/Router to indicate an internet connection has been established, and then press the Reset button on the Sure Signal.

Check that your Sure Signal has been assigned an internal IP address by your Router

In order to connect to your network and the Internet, the Sure Signal must be assigned an internal IP address by your Router. If your Router supports DHCP, this must be enabled. Doing so will enable the Router to assign an IP address to your Sure Signal automatically.
For detailed instructions on how to enable this, please consult your Router manual, or contact your ISP or Router Manufacturer.

If your Router or network configuration does not allow DHCP, then you will need to assign a static IP address to your Sure Signal's MAC Address, using your Router's configuration panel. Please consult 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 unit.

Check your MTU settings

Log into your admin page for your router

Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.

Change the value of the MTU size to 1500

Log out of the router, this will usually result in a reboot.

• Perform hard rest of the VSS unit by
• Hold in the reset button until all the light 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 of the lights to come on then release the reset button

The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.

Let us know how you get on.

Dave

[Mattcuk]

Hi,

Thanks for the help. After you did what you did on your end all it needed was a hard reset and it connected again. 

Regards,

Matt. 

[Stixy]

Hi

I'm having the exact same issue after upgrading to an iPhone 5 with a new SIM. I have rebooted the VSS but the system light just constantly flashes!!! The ports on my router have been opened/forwarded.

Ext IP address - 90.210.120.218.

Ping Time - 77ms

Jitter - 24ms

Speed - 2.43Mbps

Serial - 40112003039

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  skyrouter.home (192.168.0.1)  3.040 ms  0.868 ms  0.743 ms

 2  027fef77.bb.sky.com (2.127.239.119)  21.221 ms  21.168 ms  21.998 ms

 3  027fed78.bb.sky.com (2.127.237.120)  33.943 ms  32.378 ms  30.203 ms

 4  5adfcf02.bb.sky.com (90.223.207.2)  38.133 ms  46.763 ms  40.903 ms

 5  5adfcf02.bb.sky.com (90.223.207.2)  40.155 ms  41.345 ms  37.652 ms

 6  bu4.gr10.telon.uk.easynet.net (89.200.135.145)  45.196 ms  45.383 ms  45.799 ms

 7  amdgw2.arcor-ip.net (195.69.144.123)  57.871 ms  59.698 ms  55.279 ms

 8  92.79.213.149 (92.79.213.149)  59.854 ms  61.729 ms  95.591 ms

 9  85.205.116.6 (85.205.116.6)  86.997 ms  80.203 ms  79.803 ms

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[kalpenpatel]

Hi,

I am currently having the same problem. Ports have been opened/forwarded. The Power light is on but the second light (@ sign) is constantly flashing. All other lights are off. I have run the test as you requested above - 

Ping = 160ms

Jitters = 10ms

Download Speed = 18.57 mbps

Upload Speed = 2.14 mbps

Serial Number = 21227831589

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

1 3 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 7 ms 6 ms 6 ms 217.32.145.235
3 8 ms 6 ms 8 ms 217.32.146.30
4 10 ms 11 ms 11 ms 217.32.145.122
5 12 ms 10 ms 10 ms 217.41.169.173
6 15 ms 13 ms 11 ms 217.41.169.107
7 19 ms 10 ms 10 ms acc1-xe-1-3-0.sf.21cn-ipp.bt.net [109.159.251.75
]
8 24 ms 22 ms 23 ms core2-te0-4-0-2.ilford.ukcore.bt.net [109.159.25
1.3]
9 30 ms 17 ms 27 ms peer1-xe1-0-0.telehouse.ukcore.bt.net [109.159.2
54.98]
10 79 ms 83 ms 84 ms lndgw2.arcor-ip.net [195.66.224.124]
11 128 ms 119 ms 127 ms 85.205.116.14
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.

Can you please help?

Thanks,

[Sukhi]

Hi kalpenpatel

Everything looks fine with your Traceroute.

I can see it been a few days since the box last connected to our servers. I've given it a re sync to see if that brings it to life.

Can you factory re-set to complete the process?

VSS Factory Reset

* Hold the reset button till all the lights come on or flash (about 30 seconds)
* Keeping the rest button held, remove and re-insert the power lead
* Once all the lights come on or flash, release the reset button
* The VSS should come online within the hour

Thanks

Sukhi

[Retired-James]

Hi Stixym

Thanks for your post here.

I have taken a look at the registration for you and can see that there does look to be an issue with the location profile so I have updated this for you and also performed a re-sync remotely.

Please can you leave this for 1 hour and perform a reset on the Sure Signal by doing the following;

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

However, If you continue to see a solid power light and a flashing system light for more than 24 hours after this please let us know as the Sure Signal may be faulty and we will need to look at a replacement for you.

Give this a go and let us know how you get on.

@ Mattcuk, Thanks for the update here, I’m pleased to see that your Sure Signal is up and running.

James