VSS Version 3 - Solid power light, flashing white internet light - second unit!

[Ffudnai]

Morning all!

One of my clients has a Vodafone Sure Signal V3 box in their office in London - a few weeks ago, it just stopped working. Solid power light, flashing white internet light, other lights just sat on amber.

We've done port forwarding as suggested on the router, this didn't fix the issue. Tried rebooting it etc. In the end, they bought a second unit, which has been correctly registered & set up by Vodafone, but this has the exact same issue.

Is there any chance that their IP may be blocked? Or the unit may need a forced resync?

Serial Number: 40134949037

Postcode: W1J 8ED

IP address: 89.197.3.118

Any help would be appreciated!

Thanks,

Ian

[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

[Ffudnai]

Hi Matt,

Troubleshooting hasn't helped - I've posted the results below:

Speedtest results from www.speedtest.net  Download Speed 55.80 Mbps/Upload Speed 14.76 Mbps

Pingtest results from www.pingtest.net  Ping: 6ms/Jitter: 2ms

The external IP address from www.whatismyip.net  89.197.3.118

Tracert Results:

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 192.168.40.1
2 1 ms 1 ms 1 ms 89-197-3-117.virtuali.co.uk [89.197.3.117]
3 1 ms 1 ms 1 ms 172.21.5.50
4 2 ms 1 ms 1 ms te0-0-0-11.ccr21.lon01.atlas.cogentco.com [142.6.2.197]
5 1 ms 1 ms 1 ms 195.2.22.21
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
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

Thanks!

[Ffudnai]

Oh, and serial number

Serial Number: 40134949037

Postcode: W1J 8ED

IP address: 89.197.3.118

[Retired-Matt_B]

Hi Ffudnai,

You're spot on it looks as though the IP address isn't on our whitelist.

I've requested for this to be added and I'll post back as soon as I've had confirmation.

Thanks,

Matt

[Retired-Matt_B]

Hi Ffudnai,

We've added the IP address to our whitelist now.

Please perform a full reset of the Sure Signal by following the steps below:

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

Thanks, Matt B

[nickwinger74]

Hi,

I have a VSS V2 with a flashing white internet light, power light solid. Tried resets, etc, no help. Been on for 9 months at present address until issues a few days ago.

Please advise.

Speedtest: 9MB.

Ping: B+

Serial No: 40122445402

External IP: 109.157.62.162

Trace

1 1 ms 1 ms 1 ms BThomehub.home [192.168.1.254]

2 8 ms 8 ms 8 ms 217.32.140.66

3 8 ms 9 ms 8 ms 217.32.140.30

4 9 ms 8 ms 9 ms 212.140.235.42

5 11 ms 9 ms 9 ms 213.120.182.67

6 9 ms 9 ms 13 ms 31.55.164.107

7 9 ms 9 ms 9 ms acc1-10GigE-0-2-0-6.bm.21cn-ipp.bt.net [109.159. 248.108

] 8 18 ms 15 ms 16 ms core1-te0-13-0-4.ealing.ukcore.bt.net [109.159.2 48.8]

9 18 ms 18 ms 18 ms peer1-xe3-2-0.telehouse.ukcore.bt.net [109.159.2 54.205]

10 19 ms 20 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]

11 16 ms 16 ms 16 ms 85.205.0.93 12

* * * Request timed out. 13 * * * Request timed out. 14 * * * Request timed out. 15 * * * Request timed out. 16 * * * Request timed out. 17 * * * Request timed out.

Thanks! Nick.

[Sukhi]

Hi nickwinger74,

This is something that we're investigating. See here for more info.  

Thanks,

Sukhi