Sure signal 3 stopped working, power light on, light one blinking

[SamBell]

As above, sure signal was working fine, then all of a sudden stopped working, red power light is on, first, internet light is blinking on and off slowly, others are all off.

Have tried resetting, light combination is not shown in trouble shooting guide.

Thanks

[Retired-Ian_]

Hi SamBell,

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. Please also include the serial number.

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

Thanks
Ian

[SamBell]

http://www.speedtest.net/my-result/3377277129

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/94789100.png[/IMG][/URL]

Your IP Address is

Your IPV6 Address is

Microsoft Windows [Version 6.0.6001]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Sam>tracert 212.183.133.177

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

  1     4 ms     2 ms     2 ms  BThomehub.home [192.168.1.254]
  2    30 ms    27 ms    27 ms  esr13.birmingham6.broadband.bt.net [217.41.221.1
44]
  3    28 ms    28 ms    28 ms  217.41.221.125
  4    29 ms    26 ms    29 ms  213.1.69.178
  5    28 ms    29 ms    30 ms  213.120.182.65
  6    31 ms    28 ms    28 ms  31.55.164.107
  7    29 ms    29 ms    29 ms  109.159.248.87
  8    35 ms    43 ms    39 ms  core1-te0-13-0-4.ealing.ukcore.bt.net [109.159.2
48.8]
  9  General failure.

Trace complete.

C:\Users\Sam>tracert 212.183.133.177

Serial number - 40133642237

Thanks

[Retired-Dave]

Hi SamBell,

The speeds you're showing there are right on the minimum for any Sure Signal connection. 

It also looks like the traceroute isn't hitting our server.

I'd recommend speaking with your IP to see if they can improve the speeds at all. I'd also show them the traceroute and ask them to check why the connection is failing.

In the meantime, please post your external IP so we can check this against our whitelist.

Dave

[SamBell]

Thanks,

IP address is 217.39.59.198

[DaveCD]

Hi SamBell

I've checked the IP address and this is on our whitelist and therefore suitable.

Have you managed to contact your ISP?

DaveCD

[SamBell]

Thanks for the replys, I haven't had any joy out of BT yet unfortunatley, however I have re-run the tracert, the results are below, different to above, does this tell anything?

Thanks

Microsoft Windows [Version 6.0.6001]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Sam>cmd
Microsoft Windows [Version 6.0.6001]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Sam>tracert 212.183.133.177

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

  1     4 ms     2 ms     2 ms  BThomehub.home [192.168.1.254]
  2    25 ms    27 ms    27 ms  esr13.birmingham6.broadband.bt.net [217.41.221.1
44]
  3    27 ms    28 ms    27 ms  217.41.221.125
  4    28 ms    31 ms    30 ms  213.1.69.90
  5    27 ms    27 ms    27 ms  213.120.182.67
  6    28 ms    29 ms    27 ms  31.55.164.107
  7    28 ms    27 ms    30 ms  acc1-10GigE-0-2-0-7.bm.21cn-ipp.bt.net [109.159.
248.110]
  8    37 ms    36 ms    33 ms  core2-te0-15-0-16.ilford.ukcore.bt.net [109.159.
248.32]
  9    33 ms    36 ms    32 ms  peer2-xe3-1-1.telehouse.ukcore.bt.net [109.159.2
54.233]
 10    33 ms    32 ms    31 ms  t2c3-xe-0-1-3-0.uk-lon1.eu.bt.net [166.49.211.16
8]
 11    45 ms    49 ms    35 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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\Sam>

[Retired-Ian_]

Hi SamBell,

Thanks for this.

There are some differences.

I can see that the Sure Signal connected to our servers at 6:06am today.

Has this made any difference?

Thanks

Ian

[SamBell]

Thanks,

No, no change unfortunatley, still just the red power light and intermittent/occasional flinking/fading on/off of the first (internet) light.

[Retired-James]

Hi SamBell,

The new traceroute is showing that it’s now reaching our server so it should be able to connect.

However, the problem we may have in this case is the speeds because they are a little on the low side.

With the speeds you’ve given, it should still allow the Sure Signal to connect, but there is a possibility that any calls could fail or suffer from poor audio quality.

Looking at the registration I can see that it is still updating on the server which is a good thing.

Are you still seeing the solid power light and slowly pulsing internet light?

Are you able to test this on a different internet connection at a friend or family member’s house, to rule out a faulty Sure Signal?

James