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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

Retired-James
Moderator (Retired)
Moderator (Retired)

Hi Guys,

 

Thanks for your posts.

 

@ M-R-H – I must admit that I am running out of ideas at the moment.

 

I know that this is a bit of a long shot, but are you still using the same Ethernet cable that was supplied with the unit?

 

If yes, can you try a different one?

 

I can also see that you’ve seen different light sequences recently, what are you currently seeing?

 

@ paddyUK – One thing that we’ve seen causing this problem is traffic management on the side of the internet provider.

 

Some providers do throttle speeds when a lot of traffic is going through certain ports, so it might be worth speaking to your internet provider about that.

 

@ mosspj – You issue looks to be a speed issue, because the version 3 Sure Signal requires more bandwidth to operate properly.

 

You will need to have a Download speed of around 4.13Mbps.

 

You’ll need o speak with your internet provider about the possibility of increasing your speed.

 

James

Hi James,

Have tried different ethernet cables, different ports in the office and at home on my own router too. The lights sequence hasn't changed - flashing power, internet off, in service and in use both solid orange.....  when I reboot the power light comes on solid and the white internet light flashes fopr a time then all revert back to the above.

Jenny
Moderator (Retired)
Moderator (Retired)

 

Hi M-R-H,

 

If this is still not working and you’ve tested this on another connection then the next step would be to send this for repair.

 

Take a look here for info on our repairs process.

 

Thanks,

 

Jenny 

Sounds very familiar - same as me!

ISP are sending new modem in the hope that connection speed improves.

 

Still does not explain why the Suresignal has worked for two months and then suddenly does not.

 

 

Router upgrade seems to have solved my problem.

 

Thanks for the input.

 

SureSignal seems to be working again - fingers crossed!

hayleyjf
4: Newbie
After having a sure signal for 2 years & not being able to get it to work! Finally this week I got it to work! After all the tests, resetting etc etc it was just a simple case of not using cable (grey) that came with box from Vodafone, switched it for thicker yellow Ethernet cable & yes it started working! So just a thought for all you out there who are having problems it could be just a simple wire change! I had a version 2 box which never worked & this is the version 3 (plug in) version I got to work! Good luck!

jhpatel86
2: Seeker
2: Seeker

Just tried to set this up out of the box. No luck.

 

Every time I try resetting it a different combination of lights flash up - it seems to alternate between:

 - Power - solid,  with a flashing white 'internet' light 

 - Power - flashing, Internet - off, In Service - orange, In Use - orange

 - Power - flashing, Internet - orange, In Service - off, In Use - orange

 

Details are as below:

 

Download: 5.87

Upload: 0.43

Ping: 34ms

Jitter: 3ms

 

IP: 90.204.143.213

 

Serial Number:  40133821906

 

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 skyrouter.home (192.168.0.1) 2.205 ms 1.613 ms 1.927 ms
2 * * *
3 te0-4-0-0.pr1.enlba.ov.easynet.net (89.200.135.90) 28.144 ms 26.703 ms
te0-4-0-2.pr1.enlba.ov.easynet.net (89.200.135.92) 23.201 ms
4 ae99.edge3.london2.level3.net (212.187.201.57) 21.226 ms 21.004 ms 20.610 ms
5 * ae-0-11.edge4.london2.level3.net (4.69.200.126) 22.146 ms 20.354 ms
6 ae-3-3.ebr1.london1.level3.net (4.69.141.189) 21.010 ms 20.914 ms 26.828 ms
7 ae-42-42.ebr1.london1.level3.net (4.69.167.22) 19.941 ms
ae-41-41.ebr1.london1.level3.net (4.69.167.18) 40.867 ms
ae-43-43.ebr1.london1.level3.net (4.69.167.26) 21.090 ms
8 ae-56-111.csw1.london1.level3.net (4.69.153.114) 30.824 ms 21.211 ms
ae-57-112.csw1.london1.level3.net (4.69.153.118) 21.680 ms
9 ae-119-3505.edge4.london1.level3.net (4.69.166.1) 21.003 ms 20.957 ms 20.747 ms
10 195.50.122.66 (195.50.122.66) 40.866 ms 40.476 ms 40.080 ms
11 85.205.116.10 (85.205.116.10) 37.866 ms 38.510 ms 37.392 ms
12 * * *
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46 * * *

 

Thanks

 

 

 

 

 

Hi jhpatel86, 

 

The light sequences you've supplied all show the Sure Signal is attempting to configure to our servers but it's timing out which may be down to the Internet connection/router. 

 

I have done a resync for you, please do a reset to complete the process;

 

-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.

 

Let me know how you get on, 

 

Kay

Zod
2: Seeker
2: Seeker

Hi,

 

Tracert fine etc....

 

Please can you check this S/N - 40132634482

 

Thanks