No power light after a couple of minutes

[phaines]

Hi,

My Sure Signal box has been working fine for a couple of years.  Last month it stopped working.  I can't find these symptoms on the forum, can you tell me if it is dead and what to do about it.

From power on, the power light is present for 20s.  Then the four status lights quickly cycle going back to the power light only for about 2 minutes.  During this time the ethernet green light is on and the orange ethernet light is flashing.

Once this time is up the power light goes out, so none of the status lights are present.  The ethernet green and orange lights are constantly on and remain so even if I remove the ethernet cable.

Reset has no effect, however long it is held down.

The ethernet connection is OK and no recent changes to my home network.

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[phaines]

Thanks Matt,

I couldn't find an existing thread that matched with the same issue I have.  So here is the requested info.

Speed test.

 Ping 35ms

 Download speed 6.18Mbps

 Upload speed 0.38Mbps

Ping test.

 Ping 33ms

 Jitter 3ms

 Line Quality B*  MOS 4.33

 Server Milton Keynes, distance 50miles

IP address 80.229.171.235

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

  1     3 ms     3 ms     4 ms  192.168.1.1

  2    34 ms    40 ms    35 ms  lo0-central10.pcl-ag07.plus.net [195.166.128.188]

  3    34 ms    34 ms    33 ms  link-a-central10.pcl-gw01.plus.net [212.159.2.184]

  4    33 ms    32 ms    34 ms  xe-9-0-0.pcl-cr01.plus.net [212.159.0.216]

  5    34 ms    33 ms    33 ms  ae1.ptw-cr01.plus.net [195.166.129.0]

  6    38 ms    37 ms    34 ms  lndgw2.arcor-ip.net [195.66.224.124]

  7    34 ms    33 ms    35 ms  85.205.116.10

  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.

Sure Signal serial number 21230514727 (Version 1)

Regards, Paul.

[Retired-Kay]

Hi phaines, 

Your traceroute is fine. 

I've done a resync for you, please do the following the reset to complete this process;

1 - Hold the reset button until all 4 lights are solid. Don't let go of the button until step 4

2 - Remove the power cable then the LAN cable

3 - Insert ONLY the power cable

4 - When the lights flash 1, 2, 3 then 4 release the reset button and wait for the unit to boot (5 mins should do it).

5 - Insert the LAN cable and wait

Let us know how you get on, 

Kay

[phaines]

Hi Kay,

The first step doesn't happen.  I held the reset button down for perhaps 20mins and the only thing that occurred was the power light remined continuously on except every 2mins or so the lights cycled 1-2-3-4 and back to the power light being on.  The sequence just repeated itself (ethernet data light flashes occasionally).  When I eventually released the reset button, it went through one more 1-2-3-4 sequence and about 30s later the power light went out for ever, how its been for the last month.  Pressing reset after the power light went out had no effect at all - no lights ever (except both ethernet lights remain continously on).

Regards, Paul.

[Retired-Kay]

Hi phaines, 

We need to determine if this could be a fault with the Sure Signal itself. 

Try it at a friend/family's house to see if it makes a connection, if it does the same thing It would point to a fault. If it's within 24 months old we can arrange a repair. 

Thanks, 

Kay

[phaines]

Hi,

I tried at another location.  Identical result to what I see at home ie. Sure Signal box doesn't go to reset. 

Here's the tracert for that location.

Microsoft Windows [Version 6.0.6002]

Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\george>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    20 ms    98 ms    99 ms  dsldevice.lan [192.168.1.254]

  2    28 ms    27 ms    26 ms  lo0-central10.pcl-ag04.plus.net [195.166.128.185

]

  3    27 ms    27 ms    27 ms  link-b-central10.pcl-gw02.plus.net [212.159.2.17

4]

  4    27 ms    28 ms    26 ms  xe-0-2-0.pcl-cr02.plus.net [212.159.0.206]

  5    27 ms    27 ms    28 ms  ae2.pcl-cr01.plus.net [195.166.129.6]

  6    27 ms    26 ms    27 ms  ae1.ptw-cr01.plus.net [195.166.129.0]

  7    42 ms    35 ms    30 ms  lndgw2.arcor-ip.net [195.66.224.124]

  8    28 ms    28 ms    28 ms  85.205.116.14

  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.

Thanks.  Paul.

[Retired-Kay]

Hi phaines, 

It still hasn't updated on our servers and it hasn't detected a location change which it should have with you trying it at a different location. 

Unfortunately, this does now point to the Sure Signal being faulty. Details of arranging a repair can be found in my post above. 

Thanks, 

Kay