Hi guys,
sturczyn - I've requested the IP address you've given to be added to the whitelist. We'll let you know as soon as we get a response.
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ShoreSignal - I've performed a re-sync for you. Can you give the Sure Signal a factory reset for me to see if this clears the issue?
- 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.
----------------------------
iainmcr - We cannot guarantee the Sure Signal will work for every router due to the variety of third party devices out there, but we have seen a large number proven to work with the Sure Signal box.
Can you confirm the model of your router for me? It is possible that we or one of the many users on here have seen confirmation of how this can be set up to work with the Sure Signal.
----------------------------
a1h - Can you confirm the serial number of the Sure Signal for me?
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nickyandrob - As with ShoreSignal, I've performed a resync, so can you follow the steps I posted above for a reset as well?
If this doesn't sort it, can you confirm your IP address for me so we can check that this has not changed or been removed from the whitelist when the issue started?
Dave
Hi all
@nickyandrob – That looks like your internal IP address. Can you provide me with your external IP address?
You can get this by visiting - http://www.whatismyip.com/
@RDFush – Information on a flashing power light only can be found on the relevant troubleshooting guide here
Thanks
Wayne
Hey guys,
Thanks to you all for your posts. I'll address each of you in turn.
@ danlever999 - I can see your VSS is registered though so far it's not been able to connect to our servers. The IP you have provided is on our whitelist so I can assure you this is not the issue. I have forced a resync to see if this gives the system a kick into life.
I will need for you to perform a couple of checks for me to be able to see what's going on.
a) Traceroute (details of how to do this are at the bottom of my post)
b) Factory reset, again at the bottom of my post 
c) Try the device on an alternate connection such as a friend's or relative's line. If the issue remains then it's likely that the VSS unit is faulty. Let me know how this test works out.
@ chappers75 - you're VSS has also never connected to our servers. I've also forced a resync for you. Could you also provide the information I've asked of danlever999?
@ pembsgtr - Thanks for the Traceroute. Everything looks fine as far as I can tell. Hop 11 is high but within the parameters so shouldn't be an issue. The IP address is showing as 'invalid'. Could you double check it for me at this link and paste the results?
I've also forced a resync for you and need you to factory reset the device for me.
@ nickyandrob - You're VSS hasn't connected to our servers in just under two months. I can see that my colleagues have forced resyncs in the past week or so. Did you factory reset after the resync was performed?
The IP isn't the issue here as it's showing on our whitelist. Have you tried to reset your router and VSS at the same time? Sometimes this can help regain a connection
@ NickPKK - Could you also try the VSS on another connection and let me know how you get on?
@ pcumberlidge - everything looks fine. I can see it connected to our servers this morning at 02:09. Is this still an issue for you?
@ realdannys - What is your external IP address please?
Trace Route Test
- On a PC click on Start and select Run
- Type CMD into the Run box and hit enter/ok
- In the black box, type tracert 212.183.133.177 and press enter
- Paste the output of this command into your reply
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
Cheers,
Lee
I set up this 4 days ago and it has not worked yet!
The VSS dashboard shows that the registraction is correct and active:
Serial Number * 40121003954 
Status active
Location Postcode CB22 3AT Date of registration 30/04/2012 09:13:15
I have checked that the VSS has an IP address and that is appears on the network or at least a device with the correct MAC address is on the network. I have set up the UPnP as described on the forum, rebooted the VSS sevreral times, performed a factory reboot and rebooted the router as well.
I have run trace route as well and I do not seem to be able to get to a Vodafone server though?
PS C:\Windows\system32> tracert 212.183.133.178
Tracing route to 212.183.133.178 over a maximum of 30 hops
1 3 ms 1 ms 1 ms 192.168.0.1
2 111 ms 129 ms 173 ms 162.163.17.46.bridgep.com [46.17.163.162]
3 139 ms 170 ms 109 ms te2-3.202.ccr01.cbg01.atlas.cogentco.com [149.6.92.5]
4 8 ms 7 ms 7 ms te0-2-0-3.ccr21.ams03.atlas.cogentco.com [130.117.51.249]
5 7 ms 8 ms 7 ms te0-4-0-7.mpd22.ams03.atlas.cogentco.com [130.117.1.185]
6 7 ms 10 ms 7 ms level3.ams03.atlas.cogentco.com [130.117.14.182]
7 7 ms 7 ms 21 ms ae-52-52.csw2.Amsterdam1.Level3.net [4.69.139.185]
8 8 ms 7 ms 7 ms ae-57-222.ebr2.Amsterdam1.Level3.net [4.69.153.205]
9 23 ms 14 ms 15 ms ae-46-46.ebr2.London1.Level3.net [4.69.143.74]
10 49 ms 47 ms 61 ms ae-56-221.csw2.London1.Level3.net [4.69.153.130]
11 54 ms * 22 ms ae-2-52.edge4.London1.Level3.net [4.69.139.106]
12 58 ms 49 ms 24 ms 195.50.122.66
13 51 ms 53 ms 39 ms 85.205.116.10
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.
PS C:\Windows\system32>
I tried several other of the suggested IP address as well.
I have no other access issues. Any suggestions?
