Light one on, light two flashing

[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’s on and light two flashes constantly
• Light two does not go solid

Troubleshooting steps:

Wait 24 hours.
It can sometimes take up to 24 hours for the Sure Signal to fully register with the server. Before attempting any of the steps below, please wait 24 hours.

Check for planned maintenance.

Planned maintenance can cause periods of downtime, so check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

Check that your Sure Signal has registered successfully.
Before your Sure Signal can connect to our network, you need to register it with us.

You’ll receive a text or email to let you know when the registration is complete and your Sure Signal won’t work until you’ve received this message.

To check your Sure Signal is registered, login to your My Vodafone Account and click on the 'My Sure Signal' tab. Your Sure Signal details should be listed, along with the status 'Registered'.

If you’ve not yet registered your Sure Signal, you can do this directly from the My Sure Signal page in your My Vodafone Account .

If you’re a Business customer, please register on our business Sure Signal page.

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

Destination IP Addresses:

• 212.183.133.177
• 212.183.133.178
• 212.183.133.179
• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

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 (Internet Service Provider).

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

[Ben_H]

Hi skennedy,

You won't need to register at the other address, as it's only a temporary while you test it for an hour or so. 

If you need an alternative method of support, please call 191 from any Vodafone handset or 03333 0404191 from another line. We also offer Live help as another option.

Cheers, Ben

[RyanC]

Hi All, I too have been having this issue for weeks.

I have deregistered and registered my SS at another postcode. I have also had 'my account' reset. I have also followed instructions posted previously in order to reset the device. Despite this, I still am in the ever so popular light 1 solid, light 2 flashing scenario!! My serial number is 40123644862.

My traceroute:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Ryan>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1     7 ms     8 ms    10 ms  cpc26-warw12-2-0-gw.3-2.cable.virginm.net [82.25
.52.1]
  2    10 ms    11 ms     8 ms  brhm-core-2a-ae3-2273.network.virginmedia.net [2
13.106.229.169]
  3    30 ms    47 ms    20 ms  nrth-bb-1c-ae10-0.network.virginmedia.net [62.25
3.174.73]
  4    18 ms    15 ms    16 ms  nrth-bb-2a-ae3-0.network.virginmedia.net [62.254
.42.133]
  5    14 ms    15 ms    15 ms  popl-bb-2a-ae0-0.network.virginmedia.net [62.254
.42.70]
  6    13 ms    12 ms    18 ms  popl-bb-1c-ae0-0.network.virginmedia.net [62.254
.42.94]
  7    13 ms    24 ms    14 ms  xe-1-0-0-xcr1.lsw.cw.net [166.63.211.129]
  8    23 ms    17 ms    13 ms  ae12-xcr1.lns.cw.net [195.2.28.26]
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *

Please can you help?

Many thanks,

Ryan

[Retired-Kay]

Hi RyanC, 

If you've tried the Sure Signal at a different location and the issue remains, it points to a faulty device.

Details on arranging a repair can be found here. 

Thanks, 

Kay

[marktmaguire]

My Suresignal has stopped working, I've tried resets but light two flashes constantly.

When I look at my broadband router logs I see that the Suresignal keeps dropping its Ethernet port. The logs are full of this:

Aug 10 07:01:53 syslog: eth3 (switch port: 2) Link DOWN.
Aug 10 07:01:55 syslog: eth3 (switch port: 2) Link UP 100 mbps full duplex
Aug 10 07:05:37 syslog: eth3 (switch port: 2) Link DOWN.
Aug 10 07:05:57 syslog: eth3 (switch port: 2) Link UP 100 mbps full duplex
Aug 10 07:06:51 syslog: eth3 (switch port: 2) Link DOWN.
Aug 10 07:06:54 syslog: eth3 (switch port: 2) Link UP 100 mbps full duplex

Sometimes light 2 comes on and light 4 starts to flash, then eventually light 4 goes out and light 2 starts flashing again.

Its serial number 21223473295

Thanks

Mark

[DaveCD]

Hi marktmaguire,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

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

Thanks

DaveCD

[marktmaguire]

Hi DaveCD, I've already been through the troubleshooting on the forum, so here's the results of the questions you asked:

Speed test: Down 9.07mbps up 1.09mbps 

Ping: Ping 36ms jitter 37ms packet loss 0%

Traceroute:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 4 ms 76 ms 3 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 12 ms 173 ms 12 ms ip-89-200-131-212.ov.easynet.net [89.200.131.212
]
4 14 ms 12 ms 15 ms lndgw2.arcor-ip.net [195.66.224.124]
5 12 ms 12 ms 91 ms 85.205.0.86
6 * * * Request timed out.
7 * * * Request timed out.
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.

serial number 21223473295

I've checked UPnP is enabled

Thanks

Mark

[Retired-Matt_B]

Hi Mark,

As you've previously shown us there appears to be an issue with the Ethernet connection.

Please try a different Ethernet cable with the Sure Signal and let us know if the issue continues.

Thanks,

Matt B

[marktmaguire]

Hi Matt, Already replaced the cable with a brand new one and moved ports on the router.

Mark

[DaveCD]

Hi marktmaguire,

Looking at the traceroute it is failing early on in the process.

Please ensure that the following ports on your router are open:

Ports to be opened for forwarding

•          8 (TCP & UDP)
•          50 (TCP & UDP)
•          53  (TCP & UDP)
•          67 (UDP)
•          68 (UDP) 
•          123 (UDP)
•          500 (UDP)
•          1723 (TCP & UDP)
•          4500 (UDP)
•          33434 - 33445 (UDP)

IP addresses to be allowed on the router & firewall

•          212.183.133.177-179
•          212.183.133.181-182
•          212.183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform a reset:

•          Unplug the ethernet cable from the Sure Signal
•          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
•          Allow around one hour for the Sure Signal to come back online.

DaveCD

[marktmaguire]

Hi DaveCD,

I've tried this but I don't know if I'm configuring my router correctly.

I've created a service for each port, I go to the firewall rules to add each service as an inbound rule. I have to apply an IP address on my LAN, so I have fixed my SureSignal IP address, then it asks for WAN users, choices are Any/Single address/address range, I have selected any for all of the services as the address you have given me span a couple of ranges. I don't have the option of adding multiple addresses or ranges.

I'm following these instructions:

http://helpforum.sky.com/t5/Sky-Broadband/Sky-Hub-How-to-Configure-Port-Forwarding/ta-p/707150

I have applied all these changes but it's made no difference.

I also still see the Suresignal ethernet port going up and down in my router logs every 5 minutes, is this normal because it cannot connect?

The reset procedure doesn't work exactly as you say on my Suresignal. I hold the button, all 4 lights come on, I pull the power cable whilst still holding the button, plug back in still holding the button but I never get anything other than the first light.

I am pretty sure my Suresignal was working with the router I have when the router was replaced several weeks ago and it has failed to work since. Can you tell me the last time you saw my Suresignal connect?

PnP is enabled and I have never had to make these changes before, is it common to have to add all of this manually with a standard Sky router?

Thanks

Mark