VSS 3 keeps restarting

[michaelsan]

yesterday VSS ver 3 lost connection now won't come back up

power light constant and internet connection light keeps falshing slowly. Has been the same for 24 hours, rebooted and phoned your customer support to resync.

serial 

40131957645

tracert 

traceroute to 212.183.133.178 (212.183.133.178), 64 hops max, 52 byte packets
1 192.168.0.1 (192.168.0.1) 1.290 ms 0.956 ms 0.898 ms
2 217.32.147.109 (217.32.147.109) 8.398 ms 7.986 ms 11.986 ms
3 217.32.147.174 (217.32.147.174) 8.134 ms 44.146 ms 9.935 ms
4 212.140.206.82 (212.140.206.82) 16.945 ms 21.107 ms 12.249 ms
5 217.41.169.201 (217.41.169.201) 16.178 ms 11.979 ms 13.409 ms
6 217.41.169.109 (217.41.169.109) 21.747 ms 15.610 ms 12.049 ms
7 acc2-xe-0-0-3.sf.21cn-ipp.bt.net (109.159.251.207) 20.195 ms
acc2-xe-4-3-0.sf.21cn-ipp.bt.net (109.159.251.231) 21.295 ms
acc2-xe-1-3-0.sf.21cn-ipp.bt.net (109.159.251.203) 16.140 ms
8 core1-te0-0-0-6.ilford.ukcore.bt.net (109.159.251.157) 24.179 ms
core1-te0-0-0-4.ilford.ukcore.bt.net (109.159.251.153) 23.644 ms
core2-te-0-13-0-13.ealing.ukcore.bt.net (109.159.251.175) 32.904 ms
9 peer1-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.124) 21.055 ms
peer1-xe4-0-1.telehouse.ukcore.bt.net (213.121.193.148) 22.076 ms
peer1-xe11-0-0.telehouse.ukcore.bt.net (109.159.254.124) 19.630 ms
10 lndgw2.arcor-ip.net (195.66.224.124) 47.891 ms 22.263 ms 26.585 ms
11 85.205.116.2 (85.205.116.2) 17.834 ms 20.359 ms 19.085 ms
12 *

download speed 6 meg upload 1 meg

all ports forwarded to VSS

[Jltin]

Mine is doing exactly the same thing. Had been working perfectly then yesterday nothing. Constant red light occasional slow flashing of Internet light. 13 Mbps of Internet!! Help!

[michaelsan]

all working now, did nothing

[Retired-Andy]

Hi michaelsan,

Thanks for the update, it’s great to see your Sure Signal is now working again.

Hi Jltin,

We’ll need some additional information from you to be able to help. Can you provide the following please:-

Your speed test results from here.
Your ping test results from here.
Your external IP address from here.
The results of a traceroute.

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.

Cheers,

Andrew

[Jltin]

Hi

My Downlaod speed was 13.19Mbps

Ping 57ms

IP address 86.178.171.194

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets

 1  bthomehub (192.168.1.254)  2.505 ms  2.132 ms  2.145 ms

 2  213.120.155.224 (213.120.155.224)  10.913 ms  10.210 ms  9.711 ms

 3  213.120.155.158 (213.120.155.158)  9.785 ms  10.064 ms  9.964 ms

 4  217.41.216.226 (217.41.216.226)  10.488 ms  16.540 ms  10.395 ms

 5  31.55.164.203 (31.55.164.203)  10.764 ms  10.894 ms  11.007 ms

 6  31.55.164.109 (31.55.164.109)  10.848 ms  11.127 ms  10.840 ms

 7  acc2-10gige-0-3-0-3.bm.21cn-ipp.bt.net (109.159.248.242)  10.615 ms

    acc2-10gige-0-2-0-7.bm.21cn-ipp.bt.net (109.159.248.238)  11.711 ms  11.000 ms

 8  core2-te0-2-5-0.ealing.ukcore.bt.net (109.159.248.130)  14.956 ms  16.629 ms  16.095 ms

 9  acc1-10gige-0-5-0-6.l-far.21cn-ipp.bt.net (109.159.254.108)  56.422 ms  15.290 ms  30.378 ms

10  lndgw2.arcor-ip.net (195.66.224.124)  16.722 ms  18.072 ms  18.193 ms

11  85.205.116.6 (85.205.116.6)  16.204 ms  16.654 ms  16.442 ms

12  * * *

Its still not working by the way. Hope you can help. J

[Retired-Dave]

Hi Jltin,

Thanks for that. The details you've posted all look OK.

Can you also confirm a couple of other things for me? I notice these haven't been posted yet:

 - Your upload speed

 - Your Sure Signal serial number

Dave

[Jltin]

Hi Upload speed 1.05.
Serial number 40132327640. Thanks

[Retired-Dave]

Hi jltin,

I've resynched the Sure Signal for you. Can you reset the box for me to pick this up?

• 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.

Dave

[michaelsan]

yet again my suresignal is down since friday, can you resync it, this has to be the flakiest product i've ever used

cheer

mike

[Retired-Andy]

Hi Mike,

I’ve resynced your Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Thanks,

Andrew