Sure signal problem V3

[DavidA645]

Been working fine.

Suddenly I have red power on, 1st light flashing, nothing else. Therefore not getting reception

Tried re-setting a number of times to no avail.

Serial number of VSS is 40133864005

Samsung Galaxy N9006

Please help !

[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

[DavidA645]

Matt,

Hope this helps.

Ping results 30ms Jitter 1ms

Download 37.58Mbps

Upload 8.90 Mbps

IP address 86.144.31.235

Serial Number of VSS 40133864005

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 BTHomeHub.home [192.168.1.254]
2 7 ms 8 ms 6 ms 217.32.147.101
3 7 ms 7 ms 7 ms 217.32.147.142
4 11 ms 10 ms 10 ms 212.140.206.82
5 13 ms 11 ms 10 ms 213.120.180.175
6 11 ms 11 ms 11 ms 217.41.169.109
7 11 ms 12 ms 10 ms 109.159.255.223
8 17 ms 18 ms 19 ms core1-te0-13-0-2.ealing.ukcore.bt.net [109.159.2
51.9]
9 17 ms 17 ms 17 ms peer2-xe1-0-0.telehouse.ukcore.bt.net [109.159.2
54.104]
10 19 ms 16 ms 19 ms t2c3-xe-11-2-1-0.uk-lon1.eu.bt.net [166.49.211.1
98]
11 16 ms 16 ms 17 ms 166-49-211-254.eu.bt.net [166.49.211.254]
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.

Trace complete.

C:\Users\David>

[Jenny]

Hi DavidA645,

A reset usually fixes this issue.

I can see that your Sure Signal hasn’t connected to our servers since 25 May so I’ve resynced this today.  

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

• 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

Thanks,

Jenny 

[DavidA645]

Jenny,

Tried 6 times to reset, it's just not happening.

The first light flashes but nothing from the other two.

So I hold down the reset & the other lights don't come on at all, doesn't matter how long I hold the reset. Tried it for 3 minutes or so & that turns off the power.

I'm not getting past the first bit of all the lights showing/flashing.

It's as if the reset just isn't resetting ?

[DavidA645 · Accepted solution]

Success !!

My last reset did work after all.

Thanks Matt & Jenny for your help.

Brilliant - a satisfied customer !

[Ben_H]

Hi DavidA65,

That's great news, I'm glad we could help.

Cheers, Ben