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Solution

Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange)

Retired-Lee
Moderator (Retired)
Moderator (Retired)

This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

 

  • Power: Flashing
  • Internet: Off
  • In Service: Solid Orange
  • In Use: Solid Orange

 

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:

 

  • Your speed test results from here
  • Your ping test results from here
  • Your external IP address from here
  • Your Sure Signal serial number
  • The results of a traceroute

 

Traceroute command:

On a PC:

  1. Click on Start and select Run
  2. Type CMD into the Run box and press enter/click ok
  3. A black box will appear
  4. In this box type tracert 212.183.133.177 press Enter
  5. Paste the output of this command into your reply

 

On a Mac:

  1. Open Terminal (Applications, Utilities)
  2. Type 'traceroute 212.183.133.177'
  3. Press Enter

 

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

Thanks

LeeH

2,480 REPLIES 2,480

Sukhi
Moderator (Retired)
Moderator (Retired)

Hi malcolm_lea

 

That's great thanks for letting us know it's working :Smiling:

 

Steve - I've chased this up for you.

 

maheshwar99 - Can you test the Sure Signal at a different location altogether? This will help us to identify if the issue lies with the SS or your ISP.

 

RichardDBlake - Your Traceroute looks ok to me. I've re synced the SS from our end can you factory reset to complete the process and let me know if it helps?

 

Willoughbyceh - I have done the same for you, can you let me know how you get on?

 

How to reset a VSS3:

-Locate the button on the base of the box next to the Ethernet ports.

-Press and hold the button for approximately 30 seconds.

-Once the lights come back on, release the button.

Thanks

 

Sukhi

 

 

Seems to be working now. Thanks.

I have it working but every now and then it seems to restart itself which seems to take ages. 

 

It also cuts calls every now and then...


Anyhow, it is better then nothing.

 

Thanks.

Willoughbyceh
2: Seeker
2: Seeker
I am having the same problems it would seem - please help. I have tried everything - nothing seems to work so here is to hoping you can help me with this info.
 
Thanks.
 
Speed
Download: 6.5MBPS
Upload: 0.33MBPS
Ping: 37ms
 
Ping Test:
Ping: 54ms
Jitter: 32ms
 
IP address:
88.110.7.113
 
VSS Serial Number:
40132745387
 

Trace route:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  192.168.1.1 (192.168.1.1)  2.915 ms  0.920 ms  0.845 ms
 2  88-110-0-1.dynamic.dsl.as9105.com (88.110.0.1)  8.891 ms  9.443 ms  13.515 ms
 3  85-210-253-27.dynamic.dsl.as9105.com (85.210.253.27)  13.112 ms  13.106 ms  13.704 ms
 4  85-210-253-57.dynamic.dsl.as9105.com (85.210.253.57)  14.447 ms
    85.210.255.101 (85.210.255.101)  13.012 ms
    85-210-253-57.dynamic.dsl.as9105.com (85.210.253.57)  13.968 ms
 5  host-78-144-11-61.as13285.net (78.144.11.61)  18.588 ms
    host-78-144-11-67.as13285.net (78.144.11.67)  18.878 ms
    host-78-144-11-59.as13285.net (78.144.11.59)  18.210 ms
 6  host-78-144-10-68.as13285.net (78.144.10.68)  18.670 ms
    host-78-144-10-66.as13285.net (78.144.10.66)  18.714 ms
    host-78-144-10-138.as13285.net (78.144.10.138)  18.528 ms
 7  lndgw2.arcor-ip.net (195.66.224.124)  36.108 ms  36.343 ms  35.811 ms
 8  85.205.116.14 (85.205.116.14)  35.896 ms  34.195 ms  34.796 ms
 9  * * *
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
1

M-R-H
4: Newbie

Hi folks,

 

me too - results are

 

Speed test Ping 11ms  Download 0.43 mbps Upload 1.77 mbps

Ping test  B*  Ping 15ms  Jitter 9 ms

IP   90.152.4.44

Serial number 40124237203

 

C:\windows\system32>tracert 212.183.133.177

 

Tracing route to cluster4.vap.vodafone.co.uk [212.18

over a maximum of 30 hops:

 

  1     4 ms     2 ms     4 ms  10.247.177.1

  2     5 ms     2 ms     6 ms  host90-152-4-41.ipv4

 

  3     6 ms     9 ms     6 ms  10.0.7.85

  4     7 ms     8 ms     7 ms  t2as1-te8-2.uk-lon1.

  5     6 ms     6 ms     6 ms  t2c3-xe-1-3-2-0.uk-l

]

  6    14 ms     9 ms    10 ms  ldngw1.arcor-ip.net

  7    10 ms     7 ms    10 ms  85.205.116.2

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 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.

 

Thanks for any assistance you can offer!

 

Mark

MRH

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi M-R-H,

 

Everything looks fine with the setup, although the Sure Signal hasn’t connected to our server since 10 October.

 

Can you double check your speeds as this needs to have a minimum of  1Mb Download and 0.3Mb upload.

 

James

Hi James, Apologies - those results were for the wi-fi connection.

 

The results are:

 

Ping 6ms

Download 22.76 mbps

Upload        23.78 mbps

 

Just to confirm in one message:

 

Speed test

Ping 6ms

Download 22.76 mbps

Upload        23.78 mbps

 

Ping test  B*  Ping 15ms  Jitter 9 ms

 

IP   90.152.4.44

 

Serial number 40124237203

 

C:\windows\system32>tracert 212.183.133.177

 

Tracing route to cluster4.vap.vodafone.co.uk [212.18

over a maximum of 30 hops:

 

  1     4 ms     2 ms     4 ms  10.247.177.1

  2     5 ms     2 ms     6 ms  host90-152-4-41.ipv4

 

  3     6 ms     9 ms     6 ms  10.0.7.85

  4     7 ms     8 ms     7 ms  t2as1-te8-2.uk-lon1.

  5     6 ms     6 ms     6 ms  t2c3-xe-1-3-2-0.uk-l

]

  6    14 ms     9 ms    10 ms  ldngw1.arcor-ip.net

  7    10 ms     7 ms    10 ms  85.205.116.2

  8     *        *        *     Request timed out.

  9     *        *        *     Request timed out.

 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.

 

Thanks for any assistance you can offer!

 

Mark

MRH

Retired-Dave
Moderator (Retired)
Moderator (Retired)

Hi M-R-H,

 

That all looks better! :smileyhappy:

 

The Sure Signal has been resynched so can you give it a reset for me?

 

  • Unplug the Ethernet cable.
  • Locate the button on the base of the box next to the Ethernet ports.
  • Press and hold the button for approximately 30 seconds.
  • Once the lights come back on, release the button.
  • Plug the cable back in.
  • The Sure Signal will come online in around 1 hour.

 

Let us know if that kicks things in.

 

Dave

Still waiting on confirmation that our IP has been whitelisted? Two different people said they were chasing this, can anyone give me an answer?