Sure Signal 1 - not connecting - various different light sequences

[daidoc]

My vf sure signal has not been working for some time, causing severe grief from my wife and kids and impacting my business.

It stopped after a power cut rebooted the device and it no longer connected.

I have followed the procedure to reset the device (disconnect network, hold reset button down until lights flash in sequence, remove power lead, reinstate power, wait until lights flash in sequence, release button, reconnect to network)  and it went through it's re-configuration activities with various lights on or flashing.

I have waited 48 hrs still no solid 3 green lights however, the device lights are still changing periodically.

Sometimes there is just 1 flashing light

Then that goes solid

Sometimes light 2 flashes

Sometimes light 2 is also solid

Some times 1 and 2 are solid and light 3 flashes

and then this cycle starts over again,   This cycle can take many hours but it never completes to have all 3 lights solid!

Please help before my business fails, marriage breaks down and kids disown me.

Thanks

Desparate Dad

[Gemma]

Hi daidoc,

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,

Gemma

[daidoc]

Results of Speed test:

Ping 35ms;  Download 2.89Mbps; Upload 0.36Mbps

Results of ping test:

IP_ADDRESS	TEST_DATE	TIME_ZONE	PING	JITTER	PACKET_LOSS	SERVER_NAME	GRADE	MOS	DISTANCE_MILES
86.131.223.91	8/21/2014 5:28 PM	GMT	49	7	0%	Frankfurt	B	-4.37	450

External Ip Address:

  86.131.223.91

Tracert reults:

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     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2    29 ms    29 ms    29 ms  217.47.203.58
  3    28 ms    28 ms    28 ms  217.47.249.161
  4    30 ms    30 ms    30 ms  213.1.69.94
  5    29 ms    29 ms    29 ms  31.55.164.102
  6    29 ms    33 ms    30 ms  31.55.164.181
  7    29 ms    30 ms    30 ms  31.55.164.107
  8    29 ms    29 ms    29 ms  acc1-10GigE-0-2-0-7.bm.21cn-ipp.bt.net [109.159.
248.110]
  9    35 ms    35 ms    35 ms  core2-te0-3-0-15.ealing.ukcore.bt.net [109.159.2
48.158]
 10    33 ms    33 ms    33 ms  core2-pos9-2.bletchley.ukcore.bt.net [194.72.31.
157]
 11    38 ms    39 ms    38 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    35 ms    34 ms    35 ms  85.205.0.93
 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.

C:\Users\Dave>

Serial Number : 21227330872

[Retired-Ian_]

Hi daidoc,

Can you check the serial number on the Sure Signal, as it's not coming up as a valid number?

We'll then be able to check everything for you.

Thanks,

Ian

[daidoc]

sorry - typo on the SN#

Should be   :

2122 773 0872

[Retired-Matt_B]

Hi daidoc,

I've initiated a resync of your Sure Signal.

Please leave it switched on for 24 hours and do not reset it within this time.

After 24 hours, complete the steps below to ensure a connection is established:

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour 

Thanks,

Matt B

[daidoc]

Unfortunately the reset has made no difference.

I still have the same sequences of lights but never 3 full lights on

Please help again

Thanks

Dave

[Jenny]

Hi daidoc,

Everything’s looking fine here.

Please try the following:

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 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.

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).

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.

Thanks,

Jenny