New Sure Signal V3 has failed 4 times in 3 days

[Anonymous]

Hi,

So I plugged in my Sure Signal on Saturday afternoon.  After a while everything was working however, each morning and once late on Sunday I find the device in a non-working state.  The states have been:

- red light flashing, 1st light orange (happened twice)

- red light on, no other lights on

- red light on, 1st light white, 2nd light orange (I think)

Anyway, it has failed four times between Saturday PM and Tuesday AM.  I have a good internet connection, so not sure what is going on.  The diagnostics are as follows:

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

  1     9 ms    10 ms    10 ms  cpc6-cbly6-2-0-gw.6-2.cable.virginmedia.com [86. 17.229.1]   2     7 ms     5 ms     6 ms  glfd-core-2b-ae5-4039.network.virginmedia.net [6 2.254.207.225]   3     8 ms    10 ms    10 ms  popl-bb-1b-ae3-0.network.virginmedia.net [213.10 5.159.245]   4    11 ms    11 ms    10 ms  nrth-bb-1b-et-010-0.network.virginmedia.net [62. 253.175.57]   5    14 ms    14 ms    13 ms  tele-ic-4-ae0-0.network.virginmedia.net [62.253. 174.18]   6    34 ms    34 ms    34 ms  ldngw1.arcor-ip.net [195.66.224.209]   7    32 ms    33 ms    30 ms  85.205.116.14   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.

Speedtest: Ping 8ms, Download 126.77mb, Upload 11.77mb

PingTest: B* - can't measure packet loss, but ping 20ms, jitter 1ms

IP address is 86.17.229.20

Serial Number is 40132718269.  Is it a faultly unit?  After each problem I unplug and plug in and everythign returns to normal for a while.

Thanks

David

[Jenny]

Hi doverton,

I’m sorry to see the problems you’re having.

I’ve checked your serial number and everything looks fine so please try the following:

Manually configure your Router to allow port-forwarding:

In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring 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:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

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 will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Check your MTU settings:

Log into your admin page for your router

Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.

Change the value of the MTU size to 1500 if this is allowed by your router

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

Perform hard rest of the VSS unit by

Hold in the reset button until all the lights go solid

Pull the power lead out with the reset button still pushed in

Continue to hold down the reset button and reconnect the power lead

Wait for all of the lights to come on then release the reset button

The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.

Let me know how you get on.

Thanks,

Jenny 

[Anonymous]

Hi,

so I changed the port forwarding settings as requested and this solved the issue for several days.  However for the last few days, I either get just a red light or a red light and a flashing white 1st light.

I've checked that the port forwarding is still active and it is and the IP address of the device is fixed in the DHCP server and is still using this IP address.

Any additional guidance?

Thanks

David

[Retired-Andy]

Hi David,

If you’re only seeing a power light, it means that the unit is powered on and there are no hardware faults.

If you’re seeing the solid power light together with a flashing internet light, this means the Sure Signal is being configured.

This process can take up to 6 hours and if it’s interrupted, will start again from scratch.

To make sure your unit is up to date; I’ve just resynced it for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• The Sure Signal will come online in around one hour

Let me know how you go on.

Thanks,

Andrew

[Anonymous]

Hi and thanks.

I've followed the procedure.  Should there be a power-off in the instructions anywhere?

Anyway, I've got the 1st light pulsing white.  I will update after a few hours.  I've got a nice high speed connection, so hopefully it won't take 6 hours.

David

[Anonymous]

OK, so the until is swapping between solid red light (for 30 seconds or so) to then solid red light and slowing pulsing 1st light.  My internet connection is working fine and tests at 120Mb/s.  Its been like this for about 30 minutes so far

[Anonymous · Accepted solution]

Horray, it appears to be working now.  I'll see how it is in the morning.