Flashing/steady power light, no other lights lit

[Retired-George]

We’ve created this thread to help with an issue that some people find during setup.

This issue has the following symptoms:

• The power light either constantly flashes or remains steady
• No other lights flash or light up

Please note that whether the power light is flashing or remains steady, this still points to the same issue - the Sure Signal hasn't established a connection to the internet.

The only difference is that if the light’s steady, then the Sure Signal has previously downloaded a profile from the server, if it's flashing then it hasn't.

Troubleshooting steps:

Check the physical connection between your Sure Signal and the router/modem.

In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.

In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.

To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.

There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.

There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.

Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).

We recommend rebooting the router to see if this then allows you to connect to the internet.

Reboot your router/modem:

1. Turn off your router or modem at the wall for 10 seconds and then turn it back on
2. Wait for the lights on your modem/router to indicate that an internet connection has been established
3. Press the reset button on the Sure Signal

Check that your Sure Signal has been assigned an internal IP address by your router.

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled, as doing so will enable the router to assign an IP address to your Sure Signal automatically.

For more instructions on how to do this, please check your router manual, or contact your ISP or router manufacturer.

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.

BT Infinity customers.

If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.

Once this has been selected please restart your router and Sure Signal.

Check your MTU settings.

Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.

Change the value of the MTU size to 1500.

Log out of the router, this will usually result in a reboot.

Perform a reset of the Sure Signal:

1. Hold in the reset button until all lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all lights to come on and then release the reset button

The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.

Post your router/ISP details and Sure Signal serial number.

If you’ve done all of the above, or you’re struggling with configuring your router, please post your router's make and model number below. Please also include your Sure Signal serial number and the name of your ISP.

We find that other users of the same router will usually be able to share tips with you, to get things working.

We’ll also attempt to help with this, but due to the number of different manufacturers and models, it is not always possible. We don’t officially support any form of router configuration, so we’ll always recommend contacting your router manufacturer or ISP for assistance first.

Thanks,

Jenny

[r1chardc]

George and anyone following my thread within a thread

Try ping test http://www.pingtest.net/ to get some idea of ISP latency and packet loss

My home ISP shows up well

regards

[cmt1411]

Can Vodafone please confirm that the problem lies at their end??!! It seems that they are happy to have us all jump through hoops changing firewall settings/ping tests etc but this is the 2nd time in 10 days that the VSS has gone down to the power light only for no reason this end. I eventually got a reply last time admitting that it was a network problem and if this keeps happening I'll be seeking a £50 VSS refund. Come on Vodafone, what about decent customer service and keeping us informed???!!!!!

[cinnamon]

Last saturday had signal for about the first time in a week, off on holiday for nearly a week and home to...... you guessed it, no signal again. Done all the sequences and rebooted as usual.

This is soo not cool.

What is going on this time.

[timrandle]

Please help!
I have posted this before but it was automatically removed. I also purchased the VSS assuming all I needed to do was plug in and go. I have the single flashing light issue. Can tick all the boxes on the checklist (physical connection to router - a BT2110 / normal wireless internet access etc)........ however I glaze over at more technical references in some of the posts above. Can some one give me an "idiot's guide" - please!

[scooperscb]

Having problems for the past week, the first light is ON constant, all other lights off
No changes made to router, network, PC etc
Using O2 broadband

[timrandle]

Please help!
I have posted this before but it was automatically removed. I also purchased the VSS assuming all I needed to do was plug in and go. I have the single flashing light issue. Can tick all the boxes on the checklist (physical connection to router - a BT2110 / normal wireless internet access etc)........ however I glaze over at more technical references in some of the posts above. Can some one give me an "idiot's guide" - please

[Retired-James]

Hey Guys,



I’m afraid this subject isn’t really my area of expertise, so I can get you all the information you need I will pass this thread onto our day team who will be able to give more details than myself.



James

eForum Team

[JayBM]

I am getting no response from the Sure Signal tech team.

I posted many times with technical information on the original thread when there was about 40 pages of people with exactly the same problem and it's now been wiped out and replaced with this one. I got transfered from this forum directly to the tech support team and have got nowhere.

The last email I sent to the Vodafone technical team has been ignored now for 3 weeks, and before then, the best advice they had to offer is blame my ISP, my router, my extension cord?! All eliminated as causes of the problem, and I've even sent over logs and packet routing information. All ignored.

What do I have to do to get some help from someone who knows what they are talking about rather then blame everything and everyone else?

I've run VPN clients from this location for years to various offices and have NEVER had such a flakey connection? Maybe this is a VSS hardware or Vodafone VPN server issue?

[Retired-Reidar]

Hello Everyone

I am not aware of any reported Sure Signal outages at present, no doubt these issues are varied and could be stemming from a number of reasons.

If anyone is yet to verify their Sure Signal ports I would advise that these be setup correctly as per the Sure Signal troubleshooting thread, and with step by step router instructions from www.portforward.com.

It is also possible that the VSS may be faulty (especially in cases where it was working before).

Reidar

eForum Team

[r1chardc]

Hello Everyone

I am not aware of any reported Sure Signal outages at present, no doubt these issues are varied and could be stemming from a number of reasons.

If anyone is yet to verify their Sure Signal ports I would advise that these be setup correctly as per the Sure Signal troubleshooting thread, and with step by step router instructions from www.portforward.com.

It is also possible that the VSS may be faulty (especially in cases where it was working before).

Reidar

eForum Team

I have the conundrum of a VSS plus lead plus router that works on one ISP but not when the whole package is identically (same VSS / same leads / same router) transferred another ISP. Bring it back and it works without resetting. The object of this exercise is get VSS working where it does not want to work.

Both ISP's have excellent ADSL speed, and with pingtest: low ping / no packet loss / low jitter even when tested on servers abroad.

Do Vodafone servers register the IP address where the VSS is located (rebooting most routers could log in at different ISP addresses?

Do Vodafone servers have a blacklist of IP addresses>

regards