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10-01-2013 03:46 PM - last edited on 14-07-2014 05:29 PM by Jenny
This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:
Cause
This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network
Troubleshooting
Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:
Traceroute command:
On a PC:
On a Mac:
This will help us get the quickest possible resolution for you.
Thanks
LeeH
20-02-2013 05:03 PM
Thanks, I will give it a go and report back.
The router is a Draytek 2830n.
20-07-2013 05:46 PM
mines the same again.
i dont think it changed.
same issue
speedtest
http://www.thinkbroadband.com/speedtest/results.html?id=137399529505397
my ip external ip
86.141.10.232
VSS: fixed ip 192.168.1.99
Suresignal ser no.
40131141364
Traceroute
C:\Users\Dan00>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms home.gateway.home.gateway [192.168.1.254]
2 28 ms 28 ms 28 ms esr6.sheffield3.broadband.bt.net [217.47.73.145]
3 28 ms 28 ms 28 ms 217.47.73.77
4 29 ms 29 ms 28 ms 213.1.69.38
5 29 ms 29 ms 28 ms 217.41.169.102
6 29 ms 28 ms 28 ms 217.41.169.67
7 29 ms 29 ms 28 ms 217.41.169.107
8 28 ms 28 ms 27 ms 109.159.251.81
9 37 ms 38 ms 39 ms core2-te-0-13-0-11.ilford.ukcore.bt.net [109.159
.251.185]
10 37 ms 37 ms 37 ms host213-121-193-156.ukcore.bt.net [213.121.193.1
56]
11 55 ms 38 ms 93 ms lndgw2.arcor-ip.net [195.66.224.124]
12 40 ms 40 ms 39 ms 85.205.116.14
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 etc etc etc 30
forwarding on the router: 8, 50, 123, 500, 1723, 4500
reset router, reset VSS many times.
also i have been on with live chat support. They did a reset and said 1-6hrs
no joy
dan
21-07-2013 01:50 PM
Hey folks,
Dan - I can see your Sure Signal resynchronised about 25 minutes after your post last night. Is this now up and running again? If not then I'll push a manual resynchronisation through instead this end.
Steve - You've opened the correct ports and looking at your serial number 40131565596, the last time it 'touched base' was the 16th July.
Was the test you carried out using different Ethernet cables too? If so, it could be a fault with the Sure Signal if you're seeing the same light sequence on a standard connection. If that's the case, then a repair is our only option.
Cheers, Ben
22-07-2013 11:45 AM
Hi Ben,
Thanks for the prompt response. I double checked with my mate how he did the test. He reports -
22-07-2013 04:02 PM
Hi Steve,
Thanks for getting back to us.
When you were using the supplied cable and got the solid power light with the flashing internet light, this means the Sure Signal is being configured which can take up to 6 hours to complete.
If you disconnected after 30 minutes, this would have interrupted the process.
You need to have a minimum download speed of 1Mbps and a minimum upload speed of 0.3Mbps for the Sure Signal to work correctly. You may need to talk to your ISP to see about an increase in your broadband speed.
If you have other devices on your network that use the connection and this drops the available bandwidth below the 0.3Mbps, the Sure Signal connection will drop. This may explain the difference between your experiences and those of your mate.
Your unit connected at 23:57 on 16 July but I can’t see how long the connection was for.
Can you try the supplied cable again and let me know how you go on.
Thanks
Andrew
22-07-2013 04:09 PM
im sorry still the same error lights on
24-07-2013 12:05 PM
Hi Andrew,
I've done as you asked, even though I'm repeating tests I've done several times before. Here's the sequence -
Supplied Cable
23/7
08:50 - Power light on. After a few seconds changes to -
08:50 - Power light on, Internet light flashes white. Then, by -
08:55 - Power light flashes, Internet light is out, In Service & In Use lights solid orange. Left for 6 hours+ -
15:35 - Unchanged from 08:55.
My router (192.168.1.1) has allocated 192.168.1.254 to the Sure Signal which I can ping successfully.
Standard Ethernet Cable
23/7
15:40 - Power light on. After a few seconds changes to -
15:40 - Power light on, Internet light flashes white. Then, by -
15:42 - Power light flashes, Internet light is out, In Service & In Use lights solid orange. Left overnight -
24/7
11:00 - Unchanged from 15:42 on 23rd.
My router (192.168.1.1) has allocated 192.168.1.254 to the Sure Signal which I can ping successfully.
The only difference from previous tests is that both cables give the same result, whereas before the router wouldn't talk to the Sure Signal at all when the supplied cable was plugged in. I suggest that all that shows is that there's an intermittent fault where it had appeared the error was permanent.
I presume the flashing internet light shows the Sure Signal is attempting to access the net. Within a couple of minutes something times out & thereafter the light pattern signals the error. We know my connection speed is fine & that the path through to your servers is open (we did the standard tests weeks ago) & have eliminated the potential port forwarding issue by configuring the router manually. What else can we try?
Best regards,
Steve
24-07-2013 01:01 PM
Hi Guys,
@ danhick - I can see that your Sure Signal still hasn’t connected since the beginning of the month which leads me to believe that you are being affected by this issue.
To verify this, please can you try this on a different internet connection (not BT) to see if you get the same problem?
@ graham295 – The IP address that you’ve given isn’t on the whitelist which is stopping the Sure Signal from connection.
Looking at the RIPE database I can see that it’s a UK registered IP range, so I’ve requested for this to be added for you.
@ steve0819 – One last thing to test before we look at getting a case raised for you is to try and lower the security settings on your Virgin Media connection.
Basically although the ports are open, we have seen a few issues in the past with this type of setup and lowering the security settings on the router does seem to remedy the issue.
James
24-07-2013 02:07 PM
Thanks James
Much appreciated
Is there a problem with the adding numbers still, please see below:
Also when I log into vodafone, my account, and manage the sure signal, add users - I get an error that says
"Sorry, we're having a technical problem at the moment. Please try again in a few minutes"
Its been a couple of days now, or is this because we cant connect yet
Cheers
Graham
24-07-2013 03:58 PM
Hi graham295,
It shouldn't make a difference, you should still be able to add/remove numbers. Try a different Internet browser to see if you still getting the same error message.
danHick, this has still not updated since the 2nd July. Can you deregister the Sure Signal and then reregister after 24 hours? If the issue is the same after this please try it at a friend or family members house on a different Internet connection.
Let me know how you get on.
Kay