Sure Signal version 3 - Random Reboots

[cuthbeidatacard]

Hi, My sure Signal works fine and then randomly reboots during about 30% of calls. Whilst rebooting, the power light flashes which doesn't match any of the light sequences shown on the troubleshooting page. I have undertaken diags which are in my other posts.

How can I progress this issue? What information is required? Thanks

[cuthbeidatacard]

Thanks Jenny. 40132336567

[Sukhi]

Hi cuthbeidatacard

Thanks for coming back to us.

I can see your SS connected with our servers at 01:41 today, can you confirm if everything is running ok now?

Thanks

Sukhi

[cuthbeidatacard]

It is right now, but I'm sure it will go offline again shortly. I'm more interetsed to see if it logs details of why it goes offline.

[Sukhi]

Hi cuthbeidatacard

That's great hopefully it will stay that way :). If it doesn’t, let us know and we'll look into it further.

Thanks

Sukhi

[cuthbeidatacard]

Hi,

Thanks. I have a new fault today (just to keep me on my toes). This morning it showed

Power: Flashing

Internet: Off

In Service: Solid Orange

In Use: Solid Orange

Cause

This light sequence indicates the VSS is not active and it has been unable to authenticate on the Vodafone network

I have rebooted about 9:30 today.

Will it ever manage to work reliably or should I look for alternatives?

Thanks

[cuthbeidatacard]

Additional diagnostics associated with this error (which now won't clear, even after 5 reboots)

13.95Mbps down

0.86Mbps up

Pingtest 24ms, 1ms jitter, line quality A

IP 109.224.136.163

Tracert

C:\Users\cuthbi>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  192.168.202.1
  2    23 ms    22 ms    23 ms  lns3.uan.thn.uk.murphx.net [89.145.254.71]
  3    22 ms    24 ms    22 ms  uan-er1.uan.thn.uk.murphx.net [89.145.254.65]
  4    23 ms    23 ms    25 ms  ge2-6-1.cr1.core.thn.uk.murphx.net [89.145.254.1
61]
  5    57 ms    59 ms    72 ms  te2-3.cr05.tn5.bb.gxn.net [62.72.139.97]
  6    58 ms    29 ms    25 ms  ldngw1.arcor-ip.net [195.66.224.209]
  7    25 ms    25 ms    25 ms  85.205.116.6

[Jenny]

Hi cuthbeidatacard,

Thanks for getting back to us.

I’ve checked this and your Sure Signal hasn’t connected to our servers since 25 November so I’ve tried a resync for you today.

Please complete this process by completing a factory reset as follows:

-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 be back online in around 1 hour.

Thanks,

Jenny 

[cuthbeidatacard]

I have tried that 3 times today with no luck. Any other ideas?

[Jenny]

Hi cuthbeidatacard,

Your Sure Signal still hasn’t connected to our servers.

Did you try it on another connect as mentioned above? If so, how did you get on?

It may also be worth trying at another wall socket and testing this with another Ethernet cable (if you have one).

Thanks,

Jenny 

[cuthbeidatacard]

Hi,

It suddenly reconnected and started working again (no changes). I have rebooted once today during a call.

Thanks