VSS2 System and Phone Flashing

[dglasbrook]

Hi,
I have a replacement VSS v2 that is not working, with solid power light and flashing system and phone lights.

The previous VSS v2 worked fine previously at the same location for over 1 year with same router, ISP etc and then stopped working with the same flashing light problem. The new VSS v2 has never connected okay.

I have followed the all the troubleshooting steps I can find in the forums (including hard reset, de-register/re-register), with no success. Please can you assist – data below that you seem to need.

Thanks
David

VSS S/No 40122435841

ISP Plusnet

External IP 87.114.187.124

Router NetGear DGND3700v2 firmware v1.1.00.12_1.00.12

Static IP address allocated to VSS, with following ports opened and logged:

8, 50, 123, 500, 1723, 4500

Router logs indicate that there is some traffic on these ports:

[Sure Signal port 1723 rule match] from 180.153.113.141:22203 to 87.114.187.124:1723 Tuesday, March 25,2014 07:46:26
[Sure Signal port 123 rule match] from 184.105.139.68:36831 to 87.114.187.124:123 Tuesday, March 25,2014 07:04:05
[Sure Signal port 123 rule match] from 184.105.139.70:54728 to 87.114.187.124:123 Tuesday, March 25,2014 06:48:27
[Sure Signal port 123 rule match] from 180.149.95.174:40196 to 87.114.187.124:123 Tuesday, March 25,2014 04:21:22

[Sure Signal port 123 rule match] from 93.174.93.22:6969 to 87.114.187.124:123 Monday, March 24,2014 23:51:57
[Sure Signal port 123 rule match] from 62.76.43.88:7678 to 87.114.187.124:123 Monday, March 24,2014 20:37:54
[Sure Signal port 4500 rule match] from 88.82.13.171:4500 to 87.114.187.124:4500 Monday, March 24,2014 18:31:02

Speed test results:

Ping 31ms

D/l 6.72Mbps

U/l 0.38 Mbps

PathPing to 212.183.133.181 - results in attached image

Tracert to 212.183.133.177 - results in attached image

[Retired-Andy]

Hi David,

Your traceroute, speed test and ping test are fine.

Your IP address is on our whitelist, so no problems there either.

The light sequence you’re seeing shows that the Sure Signal is downloading a profile and going through the set up process.

This can take up to 6 hours to complete and, if interrupted, will start again from scratch.

I’ve checked your serial number and can see that a location change has been detected.

I’ve updated the system to remove the message.

If the lights have stopped flashing, but you’re still unable to get a signal, do a factory reset of the Sure Signal:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove both the Ethernet cable and power lead
• Re-insert the power lead
• Once all the lights display, release the reset button
• Re-insert the Ethernet cable.

If the lights are still flashing, wait until they stop before resetting the device.

Let me know how you get on.

Cheers,

Andy

[dglasbrook]

Hi Andy,

Thanks for the message.

Yes, the change of address message came up when I de- and re-registered the VSS.

I can see that the VSS re-started at 12:06 today, because it requested an IP from the router - presume this was related to the profile download?

The lights are still flashing though - how long should I leave it for?

Regards

David

[Retired-Ian_]

Hi David,

How are things now?

If the lights are still flashing I'd suggest resetting the Sure Signal.

Let us know how you get on?

Thanks

ian

[dglasbrook]

Hi Ian,

Thanks for the reply.

They were still flashing at lunchtime today, but I'm now away until Monday, so I'll check when I'm back, and will reset if they are still flashing.

Regards
David

[dglasbrook]

Hi Ian,

The lights were still flashing, so I've done a reset of the VSS, and the lights are still flashing.

Regards
David

[Retired-Kay]

Hi dglasbrook, 

There was a failed location change on your account which could be causing the issue. 

I've updated this for you and done a resync. Please do a reset to complete the process;

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

Thanks, 

Kay

[dglasbrook]

Hi Kay,

Thanks for the post and update.

I have reset the VSS, and the lights are still flashing.

Thanks

David

[Retired-Ian_]

Hi dglasbrook,

Thanks for that.

It sounds as though the Sure Signal is faulty.

You've tried all the checks we'd recommend.

We'll need to arrange a repair and there's more information here.

Thanks.

Ian

[dglasbrook]

Hi Ian,

Thanks for the response.

This is a brand new VSS - it was swapped in September 2013 because the old one was supposedly faulty, but it's never worked. I guess it is possible that the previous one went faulty and I've had a faulty one delivered, but it seems quite a coincidence.

Regards,

David