Version 3 Sure Signal (Power - flashing, Internet - solid orange, In Service - off, In Use - off)

[Retired-Lee]

This thread's been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

• Power: Flashing
• Internet: Solid Orange
• In Service: Off
• In Use: Off

Cause

This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network

Troubleshooting

Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:

• Your speed test results from here
  
• Your ping test results from here
  
• Your external IP address from here
  
• Your Sure Signal serial number
• The results of a traceroute

Traceroute command:

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

This will help us get the quickest possible resolution for you.

Thanks

LeeH

[boardy]

Hi,

My SureSignal is failig to connect.

It has the flashing power light, along with a solid orange internet one.

It was working fine earlier this week.

I've tried powering it off/on and I've also reset my home router, but with no luck.

Here is the requested troubleshooting information:

Speed Test: 40.35Mbps download , 8.65Mbps upload

Ping Test : 0% packet loss, 21ms ping, 4ms jitter, Grade A

External IP: 109.145.126.111

Sure Signal Serial Number: 40132623717

Traceroute:

tracert 212.183.133.177

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

1 4 ms 4 ms 1 ms BTHomeHub.home [192.168.1.254]
2 * * * Request timed out.
3 * 39 ms 16 ms 31.55.185.197
4 21 ms 22 ms 28 ms 31.55.185.204
5 29 ms 22 ms 23 ms 195.99.127.60
6 19 ms 17 ms 21 ms peer1-xe1-1-0.telehouse.ukcore.bt.net [109.159.254.134]
7 23 ms 19 ms 20 ms lndgw2.arcor-ip.net [195.66.224.124]
8 20 ms 21 ms 20 ms 85.205.0.86
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 * * * 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.

[David3066]

Hi

My Version 3 VSS was working okay up until this weekend.  Now I either get a flashing power light with orange internet light or a solid power light with a pulsating white internet light.  I've tried numerous resets of both the VSS and my Sky router to no avail.  I've tried a different ethernet cable and a different port in the router.  I suspect this may have something to do with the rubbish broadband I have to endure through Sky and an unbundled BT exchange.  Details below:

Speedtest:   UL = 0.38mbps DL = 2,92mbps

Pingtest:      Packet loss 0%

                    Ping 91ms

                    Jitter 81ms

                    Overall = D

IP address:  90.221.217.180

VSS Serial #:       40134901483

Traceroute results:

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\Home>tracert 212.183.133.177

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

  1   167 ms     3 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2    49 ms    27 ms    25 ms  027fef7c.bb.sky.com [2.127.239.124]
  3    28 ms    26 ms    26 ms  5adfcf76.bb.sky.com [90.223.207.118]
  4    53 ms    51 ms    49 ms  5adfcf05.bb.sky.com [90.223.207.5]
  5    53 ms    54 ms    52 ms  5adfcf04.bb.sky.com [90.223.207.4]
  6    55 ms    61 ms    59 ms  lndgw2.arcor-ip.net [195.66.224.124]
  7    83 ms    49 ms    53 ms  85.205.0.86
  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     *        *        *     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.

Any help greatly appreciated

Dave

[amallon]

Hi,

I've been having problems with my sure signal since I bought it a few weeks ago. I keep getting the power light flashing red and the internet solid orange.  Every day or two I have to reset power off and on the device.  Even more annoying is that it cuts out in the middle of a call for both me and my wife (Galaxy Note3 and Galaxy S2).

I have noticed that the device runs quite warm is this normal? 

Here are my diagnostic results.

Regards,

Aidan

Serial Number: 40132747789

Speed Test Results

Ping 73 ms

Download: 5.18 Mbps

Upload .34 Mbps

Ping Test

Ping 67 ms

Packet Loss: 0%

Jitter: 9 ms

External IP: 81.158.99.231

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

   1     9 ms    99 ms    99 ms  api.home [192.168.1.254]
  2    45 ms    44 ms    59 ms  217.47.95.58
  3    44 ms    44 ms    43 ms  217.47.207.161
  4    53 ms    52 ms    53 ms  213.1.69.186
  5    52 ms    53 ms    53 ms  31.55.165.33
  6    53 ms    53 ms    53 ms  31.55.165.107
  7    52 ms    52 ms    99 ms  acc1-10GigE-9-2-0.mr.21cn-ipp.bt.net [109.159.250.100]
  8    64 ms    62 ms    64 ms  core2-te0-13-0-15.ilford.ukcore.bt.net [109.159.250.36]
  9    62 ms    61 ms    74 ms  peer1-xe2-1-0.telehouse.ukcore.bt.net [109.159.254.136]
 10    66 ms    85 ms    63 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    60 ms    61 ms    61 ms  85.205.116.14
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.

[bennyartois]

Hi there,

thanks for all your hard work keeping the suresignals working, it's a real lifesaver for those of us who live out in the sticks! 

I've had a VSS for 2 weeks, it works fine most of the time but intermittently crashes with flashing power light and solid orange internet light. It's then fine for another day or two after a reset. The unit also feels hot - not just warm - I measured it with a temperature probe and it runs at 48C. Is this correct?

Thanks

Ben

Download speed 6.88Mbs, upload 0.36MB/s,

Ping 46ms, jitter 15ms

IP 86.154.158.47

Suresignal serial no 40131571081

Traceroute

pid: B835450385B65913B9B941BBADE6BACC

1: 192.168.1.89 0.183ms pmtu 1500

1: BThomehub.home 2.866ms

1: BThomehub.home 3.162ms

2: 217.47.41.250 56.591ms asymm 3

3: 217.41.191.161 56.240ms

4: no reply

5: 31.55.164.239 59.696ms

6: 31.55.164.109 59.269ms

7: acc2-10GigE-0-7-0-4.bm.21cn-ipp.bt.net 59.028ms

8: core2-te0-15-0-15.ealing.ukcore.bt.net 66.596ms

9: peer1-xe11-1-0.telehouse.ukcore.bt.net 110.000ms asymm 10

10: lndgw2.arcor-ip.net 83.332ms

[Retired-Dave]

Hi bennyartois,

Thanks for the comments! We're happy to give any help we can!

The steps on the Traceroute look a little high, but they're well within the necessary limits.

That said, are there any other steps after step 10? The results you've posted don't seem to end at our servers - these show an IP starting "85.205". Given it works for a while each time that seems strange. 

The Sure Signal box does need to be left in a ventilated area to avoid overheating. Is the area it's in quite enclosed? If so, can you try it in a more open space - try an extension lead if needed. Heating up could also explain the eventual disconnections.

Having checked our systems this end, I've also done a quick resync to try and clear up any issues. Can you do a factory reset 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.

Let us know how if any of these steps help.

Dave

If I've helped at all today, why not leave me a little feedback?

[amylou2812]

ping 26ms

download 32.43 Mbps

upload 6.54 Mbps

ip 151.231.71.194

serial no. 40131938504

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\adzbodman>tracert 212.183.133.177

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

1 2 ms 2 ms 1 ms SkyRouter.Home [192.168.0.1]
2 25 ms 13 ms 13 ms 97e74003.skybroadband.com [151.231.64.3]
3 23 ms 22 ms 22 ms 0278098e.bb.sky.com [2.120.9.142]
4 19 ms 22 ms 23 ms 02780865.bb.sky.com [2.120.8.101]
5 22 ms 22 ms 22 ms bu4.gr10.telon.uk.easynet.net [89.200.135.145]
6 * * 30 ms AMDGW1.arcor-ip.net [195.69.145.123]
7 40 ms 34 ms 34 ms 188.111.129.25
8 49 ms 49 ms 49 ms 85.205.116.6
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 * * * 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.

C:\Users\adzbodman>

[Retired-Dave]

Hi amylou2812,

I've done a resync, so you'll need to do a factory reset of the Sure Signal:

• 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.

If that fails, can you re-run the traceroute for me? It looks OK but there's some data missing on step 6.

Dave

[petesaysblimey]

Hi, I am having this problem very often - a flashing power light and solid Internet light.  I have no 3G pushed out from the Sure Signal more than i have it.

Your speed test results from here.
ping: 33
Down: 3.04
Up: 0.32

Your ping test results from here.

Ping: 56ms

Jitter: 52ms

Grade C*

Your external IP address from here.

87.113.35.124

Your Sure Signal serial number:

40131568855

The results of a traceroute.

C:\Users\rodgersp>tracert 212.183.133.177

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

1 <1 ms 99 ms 99 ms dsldevice.lan [192.168.1.254]
2 23 ms 25 ms 25 ms lo0-central10.pcl-ag01.plus.net [195.166.128.182
]
3 23 ms 23 ms 22 ms link-b-central10.pcl-gw02.plus.net [212.159.2.16
2]
4 23 ms 25 ms 24 ms 194.core.access.plus.net [212.159.0.194]
5 23 ms 22 ms 23 ms ae2.pcl-cr01.plus.net [195.166.129.6]
6 22 ms 24 ms 24 ms ae1.ptw-cr01.plus.net [195.166.129.0]
7 24 ms 27 ms 27 ms ldngw1.arcor-ip.net [195.66.224.209]
8 25 ms 24 ms 23 ms 85.205.116.14
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.

(and on it goes)

Help!

[adamajis]

Hi

I am having the same problem, but nobody seems to want to help. Resets and resynchs have been done to no avail. Ping times etc and speeds all fine on BT infinty 2. Router is an apple airport extreme the latest version. The vss is plugged directly into it.

I would like someone to please look into this and attempt to diagnose what is the problem. I cannot try it at another location and it needs to work with my current setup, I did not pay £100 for a sure signal and then expect to have to change my setup which is working absolutely fine for everything else. I need a diagnosis here please and an explanaiton of what this means.

thanks

[adamajis]

I think you are in the wrong forum peleep. There is another one for the light sequence you are mentioning.

I have not had to reset my vss for 2 days now. I think someone has done something on vodafone's end. Can someone from Vodafone tell me what? It seems to be working for now...