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

[GRAHAM_mcfc]

Hi Ian

Here is all of the info in the one place:

The serial no is 40131004612.

D/L 4.07 mbps

U/L 0.93 mbps

Speed Test 

Ping location: Frankfurt

Packet loss 0%

Ping 44ms

Jitter 7ms

Line Quality A

ISP: Sky

Ping test

IP 5.71.251.107

TRACEROUTE:

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

C:\Users\grahamheyesrd>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 1 ms 1 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 71 ms 30 ms 31 ms ip-89-200-132-242.ov.easynet.net [89.200.132.242]
4 20 ms 19 ms 104 ms ae51.edge6.london1.level3.net [212.113.9.53]
5 35 ms 19 ms 20 ms vl-3515-ve-129.csw1.london1.level3.net [4.69.166.74]
6 19 ms 19 ms 18 ms ae-117-3503.edge3.london1.level3.net [4.69.166.138]
7 45 ms 25 ms 20 ms cable-wirel.edge3.london1.level3.net [195.50.124.26]
8 20 ms 34 ms 20 ms ae22-xcr1.lns.cw.net [195.2.30.61]
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\grahamheyesrd>

I dont know anything about the traceroute but the "Request timed out" doesnt look good.

Eagerly awaiting your words of wisdom.

Cheers

Graham

[adamyarrington]

I reset the Sure Signal yesterday evening at 6:20pm as requested. I got signal at about 9:20pm but this morning I've had no signal again since 6am. Each time I reset the Sure Signal the amount of time that I get signal back for is swiftly decreasing.

[Retired-Andy]

Hi adamyarrington,

I’ve checked your serial number and can see it connected to our servers yesterday at 19:27.

If you’ve had no signal this morning, what lights were showing/flashing on the unit?

To try and identify where the root cause lies, can you try the Sure Signal on a different connection, that of a family member or friend?

Let me know how you go on.

Thanks,

Andrew

[raesene]

Hi,

I've recently got a suresignal 3 and it seems to be having some problems staying connected (lost connection 2-3 times in the last couple of hours).

Speed Test Results: ping 48ms, 7.02MB/s down, 1.21 MB/s Up

Ping Test: 0% packet loss, ping 48ms, jitter 1ms

external IP addres: 90.155.86.70

Sure Signal Serial Number: 40133492617

Traceroute result

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  192.168.41.1
  2    <1 ms    <1 ms    <1 ms  65.86.155.90.in-addr.arpa [90.155.86.65]
  3    42 ms    43 ms    42 ms  c.gormless.thn.aa.net.uk [90.155.53.53]
  4    43 ms    43 ms    42 ms  c.aimless.thn.aa.net.uk [90.155.53.43]
  5    43 ms    43 ms    70 ms  ge-1-0-0-0.mario.as34270.net [85.91.238.217]
  6    43 ms    74 ms    43 ms  xe-0-0-0-0.luigi.as34270.net [85.91.224.10]
  7    44 ms    43 ms    44 ms  ge-7-23-780.car3.london1.level3.net [212.187.200
.145]
  8    44 ms    44 ms    43 ms  ae-52-52.csw2.london1.level3.net [4.69.139.120]

  9    44 ms    43 ms    43 ms  ae-230-3606.edge4.london1.level3.net [4.69.166.2
1]
 10    47 ms    46 ms    46 ms  195.50.122.66
 11    44 ms    45 ms    44 ms  85.205.116.2
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.

(just timeout from there)

Are there any server-side issues which would be causing this at the moment?  Pointers on making this more stable much appreciated.

[Retired-Andy]

Hi raesene,

Everything is fine with your speed test, ping test and traceroute.

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

To make sure everything is as up-to-date as possible, I’ve just resynced your Sure Signal for you.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Hi Adam,

Thanks for the update, once we have the additional information we'll be able to offer more help.

Thanks,

Andrew

[raesene]

Hi Andrew, 

Well initially it looked reasonable, the Sure Signal worked for a day or two.  Now it seems to be stuck withe the first light (Internet Connection) flashing or no lights at all and just the red power bar lit up.  

Anything else I can do to get this working?

[Retired-Dave]

Hi all,

raesene - Can you try the same reset, but this time unplug the Ethernet cable from the Sure Signal before starting. Plug it back in once you've released the button. We've seen this help in some cases.

Failing that, can you confirm what Internet Service Provider (ISP) and model router you're using?

======================

preacher55 - I'll be honest, we've had people saying they light up before and others saying afterwards.

If you don't see that working, try the slight change I've mentioned above for raesene.

If you still have an issue, confirm the following and we'll dig further:

• The light sequence you're getting.
• Your Sure Signal serial number.
• Your speed test results from here.
• Your ping test results from here.
• Your external IP address from here.

Can you also post the resultes of a current traceroute for me?

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.

On a Mac

• Open Terminal (Applications, Utilities)
• Type traceroute 212.183.133.177 and press Enter
• Paste the output of this command into your reply.

======================

adamyarrington - Any information you can give will help if/when the time comes.

the test on another connection helps rule in/out a faulty box, but don't worry if you can't do it. We'll check everything else that we can with you.

Dave

[djmaitla]

This seems to be a sensible suggestion. Can we have a SSv4 device that automatically resets when error state is detected?

[Retired-Dave]

Hi all,

preacher65 and bowsey69 - Those details all look OK.

I've reynched the Sure Signal for you. Give the box a reset at your end to pick this up.

• Remove the Ethernet cable from 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.
• Plug the cable back in.
• The Sure Signal will come online in around 1 hour.

=========================

djmaitla - The only known issue with the sure signal is the one affecting some Home Hub 3 users. There is no general issue, and many customers use a Sure signal with no connection issues.

=========================

adamyarrington - Do you have the serial number of the new Sure signal?

=========================

DavidT- - Have you tried Andy's suggestion of connecting the Sure signal to an alternate connection?

The light sequence indicates the Sure signal "failed to authenticate". As it's happening intermittently, this suggests that the connection is being dropped at some point and then an attempt to reconnect is failing. The most common cause of this would be a drop in the connection speed for some reason.

Part of the problem is that an unexpected disconnection can leave traces of the connection behind. This can confuse the Sure Signal, but I'll pass on the suggestion of an automatic reset for you.

Dave

[Toon_Hak]

Dave,

After the re-synch the SS3 was ok for a day, then 'dropped out' again (flashing red / orange lights).

I canot understand why this is happening as whenever I do a speed test I always get around 20-30Mbs download and 1-2Mbs.

Can you please suggest what else can be done to rectify this as I don't want to have to re-set my SS every day.

Also, the fact that my SS3 worked ok for around 2-3 months without issues, then suddenly isn't fit for purpose is frustrating.

I have tried everything now without success and you sduggested that you wouold get someone to look deeper into my problems.