New V3 SS - Initial connection problem

[Nokk]

Hi

Just bought a new V3 SS to replace my old V1 which developed a fault. I successfully registered the device last night around 6pm and plugged into the router. It currently some 14hrs later  it has a solid red light with a white flashing globe next to it. (which suggests its trying to connect?)

Broadband provider plusnet with no blocked ports, download speed is 6.79 mbps / upload 1.02 mbps using the speed test site.

How long does this initial set up usually take?

Any help appreciated. Thanks

[Gemma]

Hi Nokk,

Thanks for posting.

So that we can take a closer look, please reply with the following:

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,

Gemma

[Nokk]

Hi 

A re sync was done by the tech guys on the phone earlier around 3.30 but no change to the SS light status following the reset - solid red and flashing globe.

ADSL Router: Netgear DNDG 4000

Broadband Provider: Plusnet

External IP: 87.114.70.83

Download speed: 6.78

Upload speed: 1.09

Ping: 21

Serial number: 40134725676

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

C:\Users\Dave>tracert 212.183.133.177

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

1 1 ms 2 ms 1 ms 192.168.0.1
2 16 ms 16 ms 14 ms lo0-central10.ptn-ag01.plus.net [195.166.128.190
]
3 17 ms 16 ms 13 ms link-b-central10.ptn-gw02.plus.net [212.159.2.13
0]
4 13 ms 14 ms 14 ms xe-5-2-0.ptw-cr02.plus.net [212.159.0.106]
5 18 ms 39 ms 19 ms ae1.pcl-cr02.plus.net [195.166.129.3]
6 14 ms 15 ms 14 ms ae2.pcl-cr01.plus.net [195.166.129.6]
7 15 ms 15 ms 16 ms xe-11-2-0.edge3.London2.Level3.net [212.187.201.
213]
8 21 ms 20 ms 22 ms ae-3-3.ebr1.Paris1.Level3.net [4.69.141.86]
9 22 ms 22 ms 22 ms ae-91-91.csw4.Paris1.Level3.net [4.69.161.90]
10 36 ms 22 ms 24 ms ae-4-90.edge5.Paris1.Level3.net [4.69.168.200]
11 31 ms 31 ms 30 ms CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200.
42]
12 47 ms 25 ms 25 ms 195.2.9.193
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

[Nokk]

Out of interest when i reset the sure signal earlier today, not all the lights came on despite holding the button down for longer than 30 secs - does this suggest a fault?

[Nokk]

Just phone vodafone and was put theough to 1st line tech support who said the Sure signal needed a hard reset by holding down the reset button for 30 secs, then releasing and pressing again for 20 secs, then releasing and pressing again for 10 secs and to wait 24 hrs?

Yesterday i was told my upload speed was too slow at 1.09 mbps and needs to be a min of 1.5 and was causing the problem.....but i dont believe that information is correct.

Starting to get a little frustrated.

[Retired-James]

Hi Nokk,

The version three Sure Signal does require a slightly higher bandwidth but I’m currently using mine with an upload of 0.83Mbps and a download of 2.84Mbps without any trouble.

I can see that the Sure Signal hasn’t connected to our server since it was registered two days ago.

When you got the original Sure Signal, did you have to do any manual setup on your router?

If this has been 24 hours since the last reset was done, what light sequence are you now seeing?

Also, is the Sure Signal plugged into one of the yellow Ethernet cable ports on the back of the router?

Can you try a different port and Ethernet cable?

James

[Nokk]

Hi James

Answers to your questions below.

I simply plugged it into the router with no manual setup. (router is in a completely default state, nothing manually configured in it)

Still seeing the solid red light and slow flashing white 2nd light (globe shaped) no other lights (exact same state since 1st plugged in on monday)

Yes the sure signal is plugged into one of the 4 ports on the back of the router and and the correct port on the sure signal.

I changed cables, ports last night and done a reset to rule those out.

Thanks   

[Retired-James]

Hi Nokk,

I can see that you re-registered the unit again last night but it’s still not connected.

So we can rule out another faulty Sure Signal, can you try this on a different internet connection that uses a different internet provider at a friend or family member’s house?

If this connects, we know that this is a setup issue on your connection rather than a problem with the Sure Signal device.

James

[Nokk · Accepted solution]

Hi

Managed to resolve :smileyhappy: - swapped out my modern Netgear DNDG 4000 router for my 6/7 year old Netgear DG834G and connected in under 1 hour! Not ideal, but its working and i'm not complaining.

Thanks for the help and support. Be interesting to know if anyone else has had problems with the v3 and netgear DNDG 4000.

[Nokk]

Further update :smileyvery-happy: I read on another forum that some one similar to me in that their relatively new router failed work with a VSS had used an old router to get the VSS up and running They then swapped back to the new router to see if something might have gotten downloaded onto the VSS (???) which might enable it to work with the new router...which it did.

I tried the same, plugged the VSS back into the Netgear DNDG 4000 - made no changes to the router from the 4 days of trying to get this to work and within 60mins the VSS is now up and running again but now on the DNDG 4000

So if you happen to be struggling to get the VSS working, its worth trying a different router if you have one lying around in the loft to try to kick start it and then go back and try the VSS on your normal router....it might just work :smileywink: