SureSignal Works for upto 3 days then goes to Solid Red Power Light

[explorer1953]

Hi

I have had my SS Mk2 for less than a year and to start with it worked well. However I am now finding that on a regular basis the SS goes from working correctly to just showing a solid power light. This can be for anything from 12 to 72 hours. If I then power cycle the SS it then comes back on line in about 5 minutes and works for another 12-72 hours.

I have tried doing a full hardware reset any number of time and this does not make a difference and done a speedtest which didn't show any problems. The Serial Number is 40120509704

Regards

Chris

[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

[explorer1953]

SpeedTest

Ping 0.6

Download 2.12 Mbps

Upload 0.37 Mbps

PingTest

Packet Loss 0%

Ping 34 ms

Jitter 3ms

IP 213.122.194.101

Serial No 40120509704

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  192.168.0.1
  2    20 ms    20 ms    20 ms  217.47.251.186
  3    19 ms    20 ms    20 ms  217.47.204.145
  4    21 ms    20 ms    19 ms  213.1.69.98
  5    20 ms    20 ms    19 ms  31.55.165.103
  6   105 ms   197 ms    28 ms  31.55.165.243
  7    19 ms    20 ms    20 ms  31.55.165.109
  8    19 ms    19 ms    19 ms  109.159.250.244
  9    30 ms    31 ms    31 ms  core2-te0-13-0-16.ealing.ukcore.bt.net [109.159.
250.168]
 10    60 ms    27 ms    26 ms  peer1-xe11-1-0.telehouse.ukcore.bt.net [109.159.
254.112]
 11    28 ms    31 ms    31 ms  LNDGW2.arcor-ip.net [195.66.224.124]
 12    28 ms    28 ms    29 ms  85.205.116.10
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.

Chris

[Ben_H]

Hi explorer1953,

Thanks for posting your results! I can see that everything is feeding through OK from the data you've supplied and that your unit last communicated with us 04/12/2012 at 22:47. I've set up a resynchronisation for your unit so if you could reset the device to complete the process, this will help ensure you have the latest settings required. If this doesn't work, is there any way you can test the Sure Signal on another broadband connection so that we can rule out an ISP restriction?

Could you let me know the results either way for me?

Cheers, Ben

[explorer1953]

I am afraid that hasn't helped the unit still seems to keep going offline. I do not have anothe broadband line that I can try it on I am afraid.

Regards

Chris

[Jenny]

Hi explorer1953,

Thanks for getting back to us.

I’ve checked this and can see that your device last connected this morning.

Are you still having the same problem with your device?

I’ve re-synced this again today so please complete this 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

Let me know how you get on.

Thanks,

Jenny

[explorer1953]

Hi

It still keeps going to a solid red only and will only then reconnect if power cycled

Chris

[Retired-Kay]

Good Morning explorer1953, 

We do need to determine if this is a fault with the Sure Signal or as Ben said, an ISP/router issue. 

Is it possible you can try your Sure Signal at a different location that has a broadband connection (family/friend's home?). 

Please let me know how you get on once you've tried this. 

Best Wishes, 

Kay

[explorer1953]

Tried it at a friends and would not connect at all, I do not have the time to keep taking it to different places.

[Retired-Andy]

Hi explorer1953,

Thanks for the information you’ve provided. Can I ask when it was that you tried the Sure Signal (VSS) at your friends? I’ve checked our systems and can see that your VSS connected to our servers at 16:17 yesterday afternoon. It can take up to 24 hours to complete set up and wouldn’t work until completed, so this could explain why it wasn’t working for you.

If the time was when you were at your friends, it would mean that the VSS seems to be working correctly, so it may be your home set-up that’s preventing the connection to our servers.

Thanks

Andrew