Sure Signal 3 works, but have to reboot every morning

[barryflynn]

Whenever I come into my office in the morning, the Sure Signal 3 just shows a single Orange light on the left.

I switch it on and off, and have on several occasions carried out a reset as well. It then syncs up and it generally works fine, although sometimes it goes back to just the single Orange light for no reason.

I have a Virgin Super Hub and saw elsewhere in the forums that there were some extra 'advanced' settings that could be tweaked, which I have also done.

But it still needs regulator rebooting.

Any suggestions?

(I looked at the various light combinations displayed in the posts at the top of this list and none seem to apply, so I haven't implemented any relevant troubleshooting steps).

Barry

[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

[barryflynn]

Hi, here are the results requested...

1) Speed test: 62.51 Mbit/s down, 2.97 Mbit/s up

2) Ping = 19ms

3) External IP Address = 86.9.6.193

4) Traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 cpc3-sotn8-2-0-gw.15-1.cable.virginmedia.com (86.9.4.1) 9.727 ms 9.536 ms 14.557 ms
2 sotn-core-2a-ae6-608.network.virginmedia.net (80.4.225.85) 9.288 ms 8.983 ms 17.760 ms
3 popl-bb-1c-ae14-0.network.virginmedia.net (62.253.175.30) 13.481 ms 15.510 ms 11.523 ms
4 popl-bb-1b-ae13-0.network.virginmedia.net (213.105.159.189) 32.860 ms
nrth-bb-1c-et-300-0.network.virginmedia.net (62.253.175.229) 15.604 ms
nrth-bb-1c-ae7-0.network.virginmedia.net (62.253.174.137) 22.295 ms
5 nrth-bb-1b-ae11-0.network.virginmedia.net (62.253.174.109) 15.375 ms 12.496 ms 14.840 ms
6 tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18) 19.732 ms 14.668 ms 20.352 ms
7 ldngw1.arcor-ip.net (195.66.224.209) 16.043 ms 20.652 ms 18.541 ms
8 85.205.116.2 (85.205.116.2) 19.589 ms 30.677 ms 18.655 ms

Barry

[barryflynn]

Sorry, and serial number is: 40132339041

Barry

[Ben_H]

Hi Barry,

Thanks for the information. Your IP is within range and although your hops seem a little delayed the upload and download speeds means it's little to worry about.

I've pushed through a manual synchronisation of your Sure Signal from this end to make sure the software is up to date. Can you reset your device for me to complete the process? Remember it'll take about an hour or so to come back online following the reset.

If that doesn't work, is there anywhere you can test the Sure Signal on a different internet connection for a few hours, say a friend, relative or neighbours? That way we can rule out a fault with the Sure Signal itself.

Cheers, Ben

[barryflynn]

Thanks, Ben,

I've just carried out a factory reset and I'll be back in the office later this afternoon to have a look.

Not sure about testing it out on a different Internet connection, might be able to do that at the weekend.

Meanwhile, let's see if it settles down.

Regards,

Barry

[barryflynn]

Hi Ben, 

(Apologies if this is a re-post, seem to be having issues posting).

So, your solution worked for about a week, but the Sure Signal now frequently falling over again and I have to keep rebooting it.

I do suspect the Virgin connection and/or Super Hub though, so I am monitoring the broadband connection to see if anything odd is happening. Here are the results over the last couple days.....

http://www.thinkbroadband.com/ping/share/4daab84607b5028a287999fb4172d38b.html

So there are occasional very high latency peaks (the yellow spikes). Would these be enough to make the Sure Signal lose its connection, do you think? If so, I can ask Virgin to investigate.

Thanks,

Barry

[Retired-James]

Hi Barry,

Thanks for the test results.

Looking at it there does look to be an issue. Basically the Sure Signal needs to keep latency below 200ms. (preferably below 180ms)

I can also see a number of dropped packets which could be causing the connection and VPN tunnel to close.

James

[adamross100]

Hi

As per some other threads I have posted in - I am having almost identical issues - again with Virgin.  I will also try the latency tests - but in meantime, are you able to advise on how it might be possible to address these issues?

The only point I have to add also, is that my previous v2 Suresignal box never had any of these problems - is the v3 box more sensitive??

Thanks

Adam

[barryflynn]

Adamross100,

I plan to show the graph monitoring the broadband connection to Virgin, and ask them to explain and/or fix it!

Good luck!

Barry