Suresignal v1 stopped working

[leewo]

My suresignal (v1) hasn't been working for ages now, it just repeated goes through the following light sequence:

1) Power Light: On
2) All 4 lights flash in sequence
3) Power Light: On
4) @ Light (VPN): Flashing
5) @ Light (VPN): On
(the above happens pretty quickly then after a while)
6) Tick Light (NTP): Flashing

Then all the lights go out and it starts again. It'll do this several times then eventually settle on only the power light being on.

It has been power-cycled several times, including extended periods of being off, to no avail. Also tried de-/re-registering it. Ping times to 212.183.131.133 (which I believe is the NTP server used) are consistently 15-20ms with the occasional 20-30ms.

I've checked my router's MTU is 1500, and can see the suresignal allocated an IP address (obviously or it wouldn't get to step 4 above). Router is a Netgear WNDR3700 connected to a Virgin Media SuperHub running in modem-only mode.

Speedtest.net always gives me a reliable 60Mb+ down, 3Mb up.
pingtest.net: 26ms, 4ms jitter
thinkbroadband.com quality monitor shows a consistent 15ms avg latency all day long with max 25-35ms.

SS serial number: 21230701290
External IP: 81.101.125.156

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1     1 ms    <1 ms    <1 ms  192.168.2.1
  2     9 ms     7 ms    16 ms  81.101.125.1
  3    16 ms     8 ms     7 ms  80.4.31.213
  4     8 ms    15 ms     7 ms  213.105.159.245
  5    17 ms    15 ms     7 ms  213.105.172.5
  6    12 ms    11 ms    13 ms  212.43.163.178
  7    15 ms    31 ms    15 ms  62.253.174.18
  8    22 ms    23 ms    19 ms  195.66.224.209
  9    18 ms    22 ms    24 ms  85.205.116.6
 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.

[Retired-Andy]

Hi leewo,

Everything looks fine with the traceroute and both your IP address and pingtest are ok as well. I’ve checked our systems and can see that your Sure Signal connected to our servers in the early hours on the 16^th March.

To make sure your Sure Signal is as up to date as possible, I’ve just resynced it for you. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (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.

Let me know how you go on.

Thanks

Andrew

[leewo]

No joy.

After the reset it flashed between lights 1&3 then 2 for a while then went back the sequence in my OP.

pathping to 212.183.133.181 as noted here

Tracing route to 212.183.133.181 over a maximum of 30 hops

  0  192.168.2.3
  1  192.168.2.1
  2  81.101.125.1
  3  80.4.31.213
  4  213.105.159.245
  5  213.105.172.5
  6  212.43.163.178
  7  62.253.174.18
  8  195.66.224.209
  9  85.205.116.2
 10     *        *        *
Computing statistics for 225 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           192.168.2.3
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  192.168.2.1
                                0/ 100 =  0%   |
  2   19ms     0/ 100 =  0%     0/ 100 =  0%  81.101.125.1
                                0/ 100 =  0%   |
  3   11ms     0/ 100 =  0%     0/ 100 =  0%  80.4.31.213
                                0/ 100 =  0%   |
  4   13ms     0/ 100 =  0%     0/ 100 =  0%  213.105.159.245
                                0/ 100 =  0%   |
  5   15ms     0/ 100 =  0%     0/ 100 =  0%  213.105.172.5
                                0/ 100 =  0%   |
  6   17ms     0/ 100 =  0%     0/ 100 =  0%  212.43.163.178
                                0/ 100 =  0%   |
  7   20ms     0/ 100 =  0%     0/ 100 =  0%  62.253.174.18
                                0/ 100 =  0%   |
  8  ---     100/ 100 =100%   100/ 100 =100%  195.66.224.209
                                0/ 100 =  0%   |
  9   18ms     0/ 100 =  0%     0/ 100 =  0%  85.205.116.2

Trace complete.

[Retired-Andy]

Hi leewo,

This is very strange, especially as I can see your Sure Signal connected to our servers yesterday at 16:27. Looking at your traceroute, hop 8 does give some cause for concern as you suffer 100% packet loss at that point.

Are you able to try the Sure Signal on a different internet connection with a different ISP? This will help identify where the issue lies.

Thanks

Andrew

[leewo]

Unfortunately I only have the 1 internet connection.

Yes, there is 100% loss from pathping at that node (LDNGW1.arcor-ip.net which is a Vodafone owned node) but doesn't that just indicate something is dropping the returned ICMP TTL Exceeded packets, I can ping that host directly:

Ping statistics for 195.66.224.209:
    Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 75ms, Average = 18ms

[leewo]

I've tried removing the router from the equation and connecting the VSS direct to my cable modem, same issue.

With respect to you seeing it connect, that's presumably the VPN connection you're seeing, it seems to be after that that it fails.

[Retired-James]

Hi leewo,

Thank you for getting back to us.

Too be honest as long as the traceroute is hitting our server (85.205.116.2) then it should be working OK.

However, can you confirm that everything is set up as explained on this post here as this user has managed to get this working fine when using just the Super Hub.

All of the ports that you need can be found in this post.

Also, is it possible to ask a neighbour, family member or friend if you could tryt he Sure Signal on their internet connection as we need to try and work out if it is a Sure Signal or setup/compatibility issue?

James

[Tangential_dan]

Hi I have exactly the same problem running my Sure Signal on a BT Hone Hub 2.0 which started a few days ago.

Serial: 212 305 209 30

I have done a factory reset and waited a day but nothing.

Done the speed tests, usually around 8meg down and 1meg up, has been working fine for months then just stopped.  Thought this might be due to software update on my Samsung GS2 but my partners GS1 has stopped too.  All symptoms the same cycling through the lights etc flashing tick light, then all starts again.  Pathping gives the following after several attempts.  Any ideas?

c:\>pathping 212.183.131.133

Tracing route to dnsbom4.uk.access.vodafone.net [212.183.131.133]
over a maximum of 30 hops:
0 Dan.home [192.168.1.68]
1 BThomehub.home [192.168.1.254]
2 217.32.145.7
3 217.32.145.46
4 213.120.181.190
5 217.41.169.243
6 217.41.169.109
7 acc2-10GigE-9-3-0.sf.21cn-ipp.bt.net [109.159.251.223]
8 core1-te0-0-0-6.ilford.ukcore.bt.net [109.159.251.157]
9 peer1-xe3-0-0.telehouse.ukcore.bt.net [109.159.254.215]
10 LNDGW2.arcor-ip.net [195.66.224.124]
11 85.205.116.14
12 * * *
Computing statistics for 275 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Dan.home [192.168.1.68]   

0/ 100 = 0% |

1 0ms 0/ 100 = 0% 0/ 100 = 0% BThomehub.home [192.168.1.254]   

0/ 100 = 0% |

2 9ms 1/ 100 = 1% 1/ 100 = 1% 217.32.145.7   

0/ 100 = 0% |
3 14ms 0/ 100 = 0% 0/ 100 = 0% 217.32.145.46   

0/ 100 = 0% |
4 16ms 0/ 100 = 0% 0/ 100 = 0% 213.120.181.190   

0/ 100 = 0% |
5 16ms 0/ 100 = 0% 0/ 100 = 0% 217.41.169.243   

0/ 100 = 0% |
6 15ms 0/ 100 = 0% 0/ 100 = 0% 217.41.169.109   

0/ 100 = 0% |
7 19ms 0/ 100 = 0% 0/ 100 = 0% acc2-10GigE-9-3-0.sf.21cn-ipp.bt.net [109.159.251.223] 

0/ 100 = 0% |
8 28ms 0/ 100 = 0% 0/ 100 = 0% core1-te0-0-0-6.ilford.ukcore.bt.net [109.159.251.157] 

0/ 100 = 0% |
9 26ms 0/ 100 = 0% 0/ 100 = 0% peer1-xe3-0-0.telehouse.ukcore.bt.net [109.159.254.215] 

0/ 100 = 0% |
10 26ms 0/ 100 = 0% 0/ 100 = 0% LNDGW2.arcor-ip.net [195.66.224.124] 

100/ 100 =100% |
11 --- 100/ 100 =100% 0/ 100 = 0% 85.205.116.14

Trace complete.

[leewo]

Taking it elsewhere to connect to someone else's router and starting messing with that is not really that convenient, if I did would I need to de-register/re-register it with the new postcode?

Nothing has changed in my setup since it was working; and when I say I took the router out of the equation and connected it direct to the SuperHub, the SuperHub was still in modem-only mode so the VSS had an unfettered internet connection, no firewall, no NAT, and still didn't work.

I've went through the troubleshooting guide before my 1st post, tried disabling UPnP and manually adding portforwarding rules, tried putting the VSS in the DMZ, no joy.

What exactly is it doing when the tick-light flashes? Just NTP? I can definitely get and ntp response from 212.183.133.181:

# ntpdate -d 212.183.133.181
19 Mar 20:34:31 ntpdate[2727]: ntpdate 4.2.6p3@1.2290-o Mon Aug 20 14:49:17 UTC 2012 (1)
Looking for host 212.183.133.181 and service ntp
host found : 212.183.133.181
transmit(212.183.133.181)
receive(212.183.133.181)
transmit(212.183.133.181)
receive(212.183.133.181)
transmit(212.183.133.181)
receive(212.183.133.181)
transmit(212.183.133.181)
receive(212.183.133.181)
transmit(212.183.133.181)
server 212.183.133.181, port 123
stratum 1, precision -22, leap 00, trust 000
refid [GPS], delay 0.04407, dispersion 0.00117
transmitted 4, in filter 4
reference time:    d4f34a60.00000000  Tue, Mar 19 2013 20:34:40.000
originate timestamp: d4f34a63.65eb313f  Tue, Mar 19 2013 20:34:43.398
transmit timestamp:  d4f34a63.1956a90c  Tue, Mar 19 2013 20:34:43.098
filter delay:  0.04707  0.04407  0.05293  0.04733
         0.00000  0.00000  0.00000  0.00000
filter offset: 0.286452 0.286279 0.291233 0.288273
         0.000000 0.000000 0.000000 0.000000
delay 0.04407, dispersion 0.00117
offset 0.286279
                  
19 Mar 20:34:45 ntpdate[2727]: adjust time server 212.183.133.181 offset 0.286279 sec
                  
Would a tcpdump help you?

[Retired-Lee]

Hi there Tangential_dan,

Thanks for your post.

Your VSS connected this morning at 3.21am. Can you confirm if you're back online?

Hey leewo,

All you'd need to do is take the VSS to another house/place of work and change the postcode in your dashboard. Can you try this for me?

Thanks,

LeeH