Sure Signal not working and disappearing registration

[locker]

Got home to find VSS not working.Went through the trouble shooting guide still not working.

Logged in to account, VSS registration details gone.

Support team re-registered VSS, but still not working.

At the moment just the power light is on. When the device is reset it does connect to the network (light 2) but fails to get to light 4.  Sometimes lights 1 and 2 flash together at different frequencies, but eventually light 1 goes steady all others off.

I have had the VSS for some without too many issues.

The problem appears to be as a result of losing the registration data, but maybe that’s just coincidence.

Would be grateful for any ideas on how to resolve this problem.

Thanks

[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

[locker]

Hi Matt,

Heres the info:-

Speed

Download 6.95Mbps

Upload 0.37Mbps

Ping = 37ms

IP 81.158.66.50

Trateroute

tracert 212.183.133.177

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

 1    <1 ms    99 ms    99 ms  BThomehub.home [192.168.1.254]  

2    22 ms    23 ms    23 ms  217.47.206.186

3    22 ms    22 ms    22 ms  217.47.206.161

4    29 ms    28 ms    29 ms  213.1.69.42  

5    29 ms    29 ms    28 ms  217.41.169.15  

6    29 ms    28 ms    29 ms  217.41.169.109  

7    29 ms    30 ms    29 ms  acc2-xe-1-3-0.sf.21cn-ipp.bt.net [109.159.251.20 ]  

8    41 ms    39 ms    39 ms  core1-te-0-0-0-14.ilford.ukcore.bt.net [109.159. 51.161]  

9    34 ms    34 ms    34 ms  peer1-xe11-0-0.telehouse.ukcore.bt.net [109.159. 54.124]

10    41 ms    39 ms    40 ms  lndgw2.arcor-ip.net [195.66.224.124]

11    40 ms    38 ms    38 ms  85.205.116.14

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.

race complete.

Sure Signal No. 21231526845

Thanks

[Retired-James]

Hi locker,

I can see that it was registered again successfully and connected to the server on 19 August.

All of the tests that you’ve done are fine so it should be working.

Can you confirm if you are a BT Infinity customer?

Are you able to try the Sure Signal with a different Ethernet cable?

James

[locker]

James,

Have tried a new Ethernet cable.

Power light came on (light 1).

Network connection light (light 2) flashed for about 30 sec then went steady.

Light 4 flashed for about 15 sec, and then all lights went off.

Power light came back on after about 1 min.

It went through two further cycles as described above, but ended up with just the power light on as before.

Still not working.

I am not a BT Infinity customer.

Any other ideas?

Thanks

locker

[Retired-Dave]

Hi locker,

I've tried resynching the Sure Signal at this end to pick up the changes. Can you reset your box for me?

For Sure Signal version 1 or 2:

• Hold down the reset button until all the lights show (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead.
• Once all lights display release the reset button.
• The Sure Signal will come online in around 1 hour.

For Sure Signal version 3:

• Locate 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.

If that fails, then there may still be something about the registration. Can you try manually de-registering via the website, waiting an hour, then re-registering again? This will force everything to refresh itself fully in case something that appeared "lost" is still there and messing things up.

Dave

[locker]

Hello Dave

I have tried a reset after the resynching, unfortunately did not work.

Tried de-registering and re-registering, but still not working.

Usual story of - Power light came on (light 1).

Network connection light (light 2) flashed for about 30 sec then went steady.

Light 4 flashed for about 15 sec, and then all lights went off.

Power light came back on after about 1 min.

It went through two further cycles as described above, but ended up with just the power light on as before.

Any other suggestions

Thanks

locker   

[locker]

Well after trying all the suggestions from the support team with no luck, I conclude the the Sure Signal is faulty. Unless anyone has any other suggestions it's going in the bin.

Thanks

locker

[Retired-James]

Hi locker,

Before looking at the box as being faulty, can you try this on a different internet connect connection at a friends or families house to see if the issue continues?

This will help identify exactly where the problem lies.

James