Sure Signal V2 works intermittently

[pmartin78]

Hi - my sure signal box seems to be working only intermittently. It'll work ok for an hour or so at a time before resetting itself. Sometimes it comes back online fairly quickly, sometimes it'll take half a day.

Usually both lights are on. Then either both lights start to flash and/or a single light comes on for a while. I've tried all sorts of troubleshooting methods but can't seem to get the box working properly.

Thanks.

[pmartin78]

Sorry - I should have said that a single light is on most of the time. But then every so often the signal cuts out and both lights flash. Sometimes the signal comes back fairly quickly (after a few minutes), but sometimes it can take several hours.

[Retired-James]

Hi pmartin78,

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

James

[pmartin78]

Thanks for getting back to me so quickly. Here are the details that you requested:

speed test:
ping 28ms
download speed 14.1 Mbps
upload speed 0.84 Mbps

ping test:
packet loss 0%
ping 22ms
jitter 1ms

external IP:
2.99.132.248

Sure Signal serial number:
4011 3825 208

Trace route:

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 192.168.1.1
2 12 ms 14 ms 12 ms host-2-99-128-1.as13285.net [2.99.128.1]
3 49 ms 15 ms 15 ms host-78-151-225-49.static.as13285.net [78.151.22
5.49]
4 20 ms 16 ms 15 ms host-78-151-225-245.static.as13285.net [78.151.2
25.245]
5 23 ms 23 ms 24 ms host-78-144-11-75.as13285.net [78.144.11.75]
6 21 ms 21 ms 21 ms host-78-144-10-122.as13285.net [78.144.10.122]
7 25 ms 22 ms 23 ms lndgw2.arcor-ip.net [195.66.224.124]
8 23 ms 22 ms 23 ms 85.205.116.10
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
...
29 * * * Request timed out.
30 * * * Request timed out.

Thanks again

Philip.

[Ben_H]

Hi pmartin78,

Thanks for posting your details back. The good news is your traceroute, IP and speed test results all check out OK.

I can see that your unit is connecting to our servers, the last time being 23:20 last night.

Does the signal seem to drop out at specific times of the day or when there are a lot of devices connected to the internet? It could be the bandwidth is variable an congestion is the reason. As you posted these speedtest details at 13:46 could you do another later in the day so we can see if there's a difference at peak times? 

I've also manually pushed out a synchronisation to make sure your unit is up to date so could you also reset your device to complete the action? You can reset your Sure Signal by:

• Locating the button on the base of the box 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 1 hour.

Cheers, Ben

[pmartin78]

I've just noticed that my sure signal box has reset itself, and both lights are now flashing.

I re-ran the tests again:

speed test:
ping 26ms
download speed 14.2 Mbps
upload speed 0.85 Mbps .85

ping test:
packet loss 0%
ping 23ms
jitter 1ms

Trace route:

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 192.168.1.1
2 13 ms 12 ms 12 ms host-2-99-128-1.as13285.net [2.99.128.1]
3 15 ms 15 ms 15 ms host-78-151-225-49.static.as13285.net [78.151.22
5.49]
4 32 ms 16 ms 16 ms host-78-151-225-245.static.as13285.net [78.151.2
25.245]
5 23 ms 23 ms 25 ms host-78-144-11-75.as13285.net [78.144.11.75]
6 24 ms 22 ms 21 ms host-78-144-10-122.as13285.net [78.144.10.122]
7 27 ms 22 ms 24 ms lndgw2.arcor-ip.net [195.66.224.124]
8 23 ms 23 ms 22 ms 85.205.116.10
9 * * * Request timed out.
10 * * * Request timed out.

...

Thanks

[Retired-Andy]

Hi pmartin78,

The figures on your traceroute, speed test and ping test are fine.

I’ve noticed that a location change has been detected so I’ve removed this message from the system for you.

To make sure it’s as up-to-date as possible, I’ve just resynced your Sure Signal for you.

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

• 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

Let me know how you go on.

Thanks,

Andrew

[pmartin78]

Hi

Apologies for not replying sooner. I continued to have problems with my sure signal box, but then I tried a different ethernet cable and it now works perfectly! I did note that the supplied able is quite flimsy looking though.

Thanks for your help,

Philip

[Retired-Andy]

Hi Philip,

Thanks for the update, it’s great to see your Sure Signal is working properly again.

Cheers,

Andrew