VSS 3 power light only

[chayes]

Hello,

Have a VSS3, it's worked generally OK for many months but has not worked for last week or so. 

Power light is on continuously, but none of the other lights are lit.

Have tried tunring off / on. Have tried to reset, but not sure this has worked - various postings on here suggest all lights should come on during reset,  but this doesn't happen. Have held reset button for longer than 30 seconds, but it just sits there with power light only on.

Serial no. 40130413392

Help please!

Cheers,

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

[chayes]

Matt,

Have already tried troubleshooting guide, but it doesn't include an option for the light sequence I'm seeing (power light only).

Speed test:

download 1.19Mbps
upload 0.26Mbps

Ping: 44ms

Extarnal IP: 81.158.138.19

Traceroute:

C:\Documents and Settings\Administrator>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

  1    70 ms     4 ms     4 ms  voyager.home [192.168.1.1]
  2    36 ms    37 ms    38 ms  esr8.miltonkeynes3.broadband.bt.net [217.47.74.1
47]
  3    38 ms    37 ms    37 ms  217.47.74.30
  4    41 ms    41 ms    41 ms  213.1.69.30
  5    42 ms    41 ms    41 ms  31.55.164.103
  6    42 ms    41 ms    41 ms  31.55.164.237
  7    42 ms    43 ms    42 ms  31.55.164.109
  8    41 ms    42 ms    41 ms  acc2-10GigE-0-2-0-7.bm.21cn-ipp.bt.net [109.159.
248.238]
  9    49 ms    47 ms    49 ms  core1-te-0-2-5-0.ilford.ukcore.bt.net [109.159.2
48.128]
 10    46 ms    45 ms    45 ms  host213-121-193-152.ukcore.bt.net [213.121.193.1
52]
 11    49 ms    51 ms    47 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    49 ms    47 ms    47 ms  85.205.116.6
 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.

Serial no.: 40130413392

Thanks,

Chris.

[Ben_H]

Hi chayes,

Thanks for supplying your details. I can see your Sure Signal hasn't connected to the network since the 8th November.

Your upload speeds are also quite low too. Have you spoken to your ISP about the service in case you've been affected by a fault or are these standard speeds for you? 

I've tried a manual synchronisation for you which you can complete by resetting the device. Simply:

• 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.

Let me know if that sorts it all for you.

Cheers, Ben

[chayes]

Thanks Ben.

I live in a farily rural area so broadband speeds can be variable.

What should happen when I reset the device? As I said in my original email, nothing visibly happens when I press and hold the reset button. Your email says 'Once the lights come back on' but this doesn't happen.  The red power light is on steady throughout. None of the other lights are on, or come on, despite holding the reset button for over 30 seconds. Should I hold the reset button for longer? Anything else I can do to make it reset?

Cheers,

Chris.

[Sukhi]

Hi chayes

I've made a video here that will show you how to reset your VSS 3, can you let me know if that helps?

Thanks

Sukhi

[chayes]

Sukhi,

Thanks for your post, however the issue I'm having is that my VSS3 doesn't seem to reset when I press the button, it just sits there with only the power light on.  None of the other lights come on at all.  Your video, Ben's post and various other posts that I've read on this forum suggest that the other lights should come on to show when the VSS has reset itself, however this does not happen with my VSS3, despite me holding down the reset button.

Chris.

[douglasdavis]

I'm having the same problem, however I don't think my SureSignal has ever worked as I've never seen any other light on it apart from the red power light!  I've tired a deregister/reregister, hard reset but not seen any difference.  Looking on my router, I can't see the SS device even has an IP address from the DHCP server.

FYI:

Speed Test - Up 3.01Mbps ; Down 59.47Mbps

Ping: 18ms

External IP: 82.34.242.71

SS Serial Number: 40124246675

Traceroute results:

DDavis-MBPro:~ ddavis$ traceroute 212.183.133.177

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets

 1  * * *

 2  10.14.96.1 (10.14.96.1)  8.653 ms  8.302 ms  9.105 ms

 3  basl-core-2b-ae10-713.network.virginmedia.net (81.96.1.129)  9.469 ms  9.435 ms  11.535 ms

 4  popl-bb-1b-ae11-0.network.virginmedia.net (81.96.0.149)  14.222 ms  17.318 ms  11.366 ms

 5  nrth-bb-1b-et-010-0.network.virginmedia.net (62.253.175.57)  12.152 ms

    nrth-bb-1b-et-700-0.network.virginmedia.net (62.253.175.53)  13.244 ms

    nrth-bb-1b-et-010-0.network.virginmedia.net (62.253.175.57)  17.620 ms

 6  tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18)  15.988 ms  19.132 ms  15.975 ms

 7  ldngw1.arcor-ip.net (195.66.224.209)  17.091 ms  20.503 ms  19.989 ms

 8  85.205.116.14 (85.205.116.14)  17.254 ms  16.377 ms  16.402 ms

 9  * * *

10  * * *

etc etc

Any help appreciated.

Many thanks,

Doug.

[Retired-Kay]

Hi chayes, 

Can you try your Sure Signal at a different location (friend/family members)? The Sure Signal needs at least 0.3Mbps upload speed to work so this is more than likely the issue. 

douglasdavis, The information you've provided is fine. Your Sure signal hasn't connected to our servers since June so I'll do a resync to see if this helps.

If it doesn't then as I've mentioned to chayes please try it at a different location. We will then know if it's a fault with the Sure Signal or an Internet/router issue. 

Thanks, 

Kay

[chayes]

Kay,

I've tried it with a different router (at the same location) so I don't think it's a router issue.

It has worked OK for the last year or so at this location, so I don't understand why it should suddenly stop working now.  Have Vodafone made a change which means the VSS3 requires more bandwidth than previously?

I can try at a different location.  Do I need to do anything (e.g. registration-related, etc.) other than simply plugging the VSS3 in at a new location?

Chris.