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

[steve0819]

Hi Matt,

Thanks for the suggestion. I tried as you ask, without much confidence that it would work &, surprise surprise, it hasn't. It may help if I set out the background & sequence of events leading to this problem -

Background

There are 3 mobiles in use at this property. When the SureSignal was first purchased, all were Vodafone customers. For various reasons, which I won't go into here (if you want to check, please see my historical posts on this forum), it took several months before it worked reliably. Once we had got it going properly, it continued up until 20th January. The reason it stopped working will become apparent from the sequence shown below.

Sequence of Events

1. Some time last year (probably in the spring), the owner of the master number changed serviice provider. The other 2 mobiles were & still are Vodafone customers.

2. Despite this change, the SureSignal continued to work for the other 2 mobiles, until 20th January when Vodafone texted the original master number to the effect that the SureSignal hads been switched off.

3. I reregistered the SureSignal with my number as the master & the other Vodafone user as satellite. This was acknowledged as successful online & confirmed by email.

4. Since then, the SureSignal periodically attempts to connect with Vodafone servers (solid, flashing white, off, off) then, after a short time settles to the flashing, solid orange, off, off sequence as per this thread.

Analysis

1. The SureSignal was working perfectly prior to Vodafone switching it off (Sequence 2., above).

2. Neither my ISP nor I have made any configuration changes.

3. IPSec VPN passthrough is & always has been enabled.

4. If, as I believe there is nothing wrong at this end, the problem must be down to you. I suspect it may have something to do with the SureSignal having been previously registered to a different number. Presumably you can establish what that number was. If not, please send me a private message & I'll let you know.

I look forward to your response.

Many thanks,

Steve

[DaveCD]

@steve0819 

Everything you've posted looks fine.

Try the Sure Signal with a different Ethernet cable and also a different power cable, the cable needs to be 12v 1.5amp.

If there's no change in the lights or connection, take a look at our Repairs thread.

DaveCD

[steve0819]

Hi DaveCD,

Thanks for responding. Unfortunately, you & everybody else that's been involved with this one has completely misunderstood what I am on about.

THERE IS ABSOLUTELY NOTHING WRONG WITH MY SURESIGNAL. IT ONLY STOPPED WORKING WHEN VODAFONE DISCONNECTED IT FROM YOUR SERVERS. I HAVE REREGISTERED IT TO A DIFFERENT NUMBER & AM TRYING TO GET IT GOING AGAIN.

Just to set your mind at rest, I have checked that my router is allocating the SureSignal an IP address - it is - & that I can ping it successfully - I can - so the ethernet cable is fine & the SureSignal is definitely operational & talking to my network. As regards the power cable you speak of, I have no idea what you're talking about as it plugs into the mains.

Please review my earlier posts &, if you're not technically competent to deal with the problem, pass the details on to someone who is.

Many thanks,

Steve

[Retired-Sarah]

Hi @steve0819 

I can confirm the Sure Signal’s defiantly active.

Please reset using the reset button and let us know if this connects.

Our statement’s got all the instructions on how to action this.

Thanks,

Sarah

[steve0819]

Hi Sarah,

Working perfectly this morning. Thanks for your help.

Regards,

Steve

[wof198]

I'm still having terrible troubles with my sure signal. I reset it and it works for about a day, and then stops working. Can you please look into this again and see if there's any more clues why it is still not working?

Many thanks.

[Sukhi]

Hi wof198

I'm sorry to see that you're also having issues with your Sure Signal. Can you confirm you've tried all the steps suggested in this thread? 

A1000 - I can't think what else to suggest. We'll need to wait until we know more from the investigation. I know that's not what you want to hear, but I have no new information for you at present.

Thanks

Sukhi

[A1000]

Thanks Sukhi,  you're right that it's not what I want to hear. Unfortunately I have to leave the box on for the tests which means that calls are almost guaranteed to be dropped which is really bad for my business.  I'm close to paying to buy out the contract and move away because of the issues I have logged and poor customer service.

Hopefully you can sort it soon.

[wof198]

Sukhi,

There are 11 pages of responses covering repeated problems with no solutions beyond 'turning it off then turning it on again' which i have done many times. Apologies if i have missed any other solutions but if i have please let me know (listing solutions in one aggregated response may be useful for all your clients here).

Incidentally, I also notice that holding down the reset button for 30 seconds does not result in any lights going out. But it does seem to reset the system as when i let go of the button it does seem to reset and then works for a few hours before again stopping working, displaying the same error code. Please advise next steps to solve this issue with your product which has not worked for more than a few hours at a time since I first plugged it in.

Kind regards,

Will

[Jenny]

Hi everyone,

cuthbeidatacard and mickysymonds – Please check your MTU settings as follows:

Log into your admin page for your router

Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.

Change the value of the MTU size to 1500 if this is allowed by your router

Log out of the router, this will usually result in a reboot.

Reset your Sure Signal.

ChipRivers and wolf198 – Everything you’ve provided looks fine. Please try the suggestions in Daves posts here and let me know how you get on.

Thanks

Jenny