Sure Signal not working

[wayside59]

My sure signal has not been working since sometime this morning. Old style box and only have power light on, have tried resetting several times and re booting router, which normally cures any problems but to no avail.  The internet connection light does not flash and does not even look like trying to make a connection following reset.

[frunet]

Using guc925's post, I have the same problem.

Diagnostics as follows:

Physical Connection VSS<>Router is                                        OK

Ethernet Link light on, data light flashing                                    OK

Active internet connection elsewhere in network                    OK

Reboot modem/router                                                                Done, no change in VSS status

VSS has been assigned internal IP address via DHCP             OK, 192.168.1.105

(I can successfully ping this address)

(Also checked on Router that Upstream MTU is correctly set to 1500)

Tracing route to 212.183.133.177 over a maximum of 30 hops

(Please note that I have Dual WAN router so both sets are posted below)

Traceroute WAN 1
Tracerting[212.183.133.177]Maximum hops:30
1 1ms 1ms 1ms 192.168.2.1
2 27ms 27ms 26ms 62.24.255.30
3 28ms 29ms 28ms 78.151.225.169
4 29ms 28ms 29ms 78.151.225.168
5 29ms 29ms 30ms 62.24.240.137
6 37ms 37ms 37ms 62.24.240.27
7 72ms 47ms 47ms 62.24.240.13
8 58ms 47ms 47ms 78.144.1.61
9 47ms 47ms 48ms 78.144.0.143
10 50ms 49ms 52ms 195.66.224.124
11 48ms 48ms 49ms 85.205.116.14
12 * * * Request timed out

Traceroute Wan 2
Tracerting[212.183.133.177]Maximum hops:30
1 1ms 1ms 1ms 192.168.2.129
2 8ms 8ms 8ms 79.75.80.1
3 14ms 14ms 14ms 80.40.155.100
4 14ms 13ms 14ms 80.40.155.105
5 14ms 15ms 14ms 80.40.155.41
6 14ms 14ms 13ms 80.40.155.50
7 14ms 14ms 15ms 78.144.0.168
8 16ms 16ms 15ms 195.66.224.124
9 15ms 15ms 16ms 85.205.116.14
10 * * * Request timed out

Router/ISP Details:

WAN 1: TP-Link TD8816 ADSL Modem on TalkTalk Business

WAN 2: TP-Link TD8816 ADSL Modem on Pipex (now TalkTalk)                                                                                                      

VSS S/N: 253264385

Factory Reset: Done several times, no change in VSS status after an hour, although all four lights do not go solid when button is held, even for over one minute. All I see is the four-light single blink sequence.

[Retired-PaulE]

Hi frunet,

The serial number for your Sure Signal seems to be a couple of digits short.

Can you recheck it and post it here for me so I can take a look at it?

Paul

[frunet]

Yeah you're right, it's the wrong number. Serial number is: 21230050888

[Jenny]

Hi Frunet,

Thanks for getting back to us.

There was a location move detected on the 2^nd. An update from your ISP may have caused an IP change so I’ve re-synced this for you today. Please complete this process by performing a factory reset as follows:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Should the re-sync and factory reset not resolve, please try changing your postcode on your Sure Signal registration, leave it for 20 minutes and then change it back.

Let me know how you get on.

Thanks,

Jenny

[frunet]

I have a dual-WAN router, each WAN is with a different ISP so this is going to happen each time there's a network reset and the VSS is connected through 'the other' WAN, typically after a power failure. I have power failures or brown-outs around 4-6 times a year, usually in clusters.

You wouldn't believe how many times I've performed a hard reset in exactly the manner you describe. At least I know now that the device IS communicating with your servers, so far nobody has told me that for sure but I suspected it from the emails I've received telling me that the VSS thinks I've changed address.

I'm not holding my breath with this, I really don't expect it to go live within the hour, having reset my postcode, de-registered and re-registered, hard reset, all many many times, but I'll indulge you.

[frunet]

Is anybody ever going to bother to sort out this problem?

Clearly my VSS is being seen by the SS servers, but all it has is a blinking power light and an active network port.

[Retired-Dave]

Hi frunet,

It is indeed connecting - last time was last night.

From what I can see, the last few postcode change requests tried have failed as the system cannot swap a postcode with the same one. So I have switched the registration to an alternate one and once the system refreshes I'll switch it back to yours.

If you can try a fresh reset in approximately two hours once this has been completed just to make sure this is picked up by your VSS box, we'll see if this clears things up for you.

Dave

[frunet]

I reset the VSS around 1800hrs today. Still no action, just a blinking power light.
I spoke with Aya in 1st Tier tech support and she said that postcode and owner identification were incorrect so she set them correctly. Still no activity other than a blinking power light.

[Retired-Andy]

Hi frunet,

I’ve checked the light sequence and it indicates that no DCHP internet connection has been found. Can you check all router connections to make sure everything is ok plus, can you check ports 8, 50, 123, 500 and 4500 to make sure they’re allowed?

To rule out any router settings that may be contributing to the issue, is it possible for you to bypass the router and connect your Sure Signal directly to your internet connection? If not, do you have the opportunity to try your Sure Signal at an alternate location? If it works there, then this would indicate that there is an issue with the router settings whereas if it doesn’t work then it would indicate the fault lies with the unit.

Let us know how you go on.

Thanks

Andrew

[frunet]

I have already tried this at home, having connected it directly to one of my modems, both of which have all ports open (security being in the router). It did not work. Nonetheless I have indulged you with this request and tried the device at my father's home, ensuring that all the required ports are open. It did not work. What I mean by this is that the green power light is solid for a short time, then it blinks steadily. The whole time there is clear network activity (indicated by the orange network light on the RJ45 port).

It is clear that the device connection is reaching the VSS servers from the text messages I receive informing me that I have changed ISP and need to check my postcode for the emergency services. The connection has also been confirmed in this thread and also on the telephone.

I spoke with a Level 1 tech on the phone earlier this week, she seemed to think that the blinking power light meant there was an issue with the power supply. I have also read this elsewhere in my search for a solution. To test this I utilised my professional DC bench power supply (variable voltage from 0.1 - 30V DC, variable current limit 0-2A). Despite providing a steady 12V with current limited to 1.5A it behaved in the same way as with its bespoke power supply. Increasing the maximum current threshold saw no increase in current (it was far below 1.5A anyway).

It's curious how this sudden failure of my VSS coincides with the firmware update period stated by a Techteam colleague in a seperate thread. It is my view that the device has received a firmware and failed to update properly, for which I would hold Vodafone responsible.