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

[Retired-Andy]

Hi adamajis,

If we had a problem with our servers, I’d expect to see a lot more posts from Sure Signal users letting us know their units weren’t working.

Thanks for letting us know the light sequence has changed. If the power light is flashing and both the service and use lights are solid orange, this means the Sure Signal has failed to authenticate during the set up process.

However, when I check your serial number, it shows as having connected to our servers last light at 21:08.

The only way to rule out whether you’re affected by the issue we’re investigating (details here) would be to try your Sure Signal on a different internet connection, if it’s now possible, to see if it works continually there.

Hi Alister,

Thanks for the update, it’s great to see your Sure Signal is now working again.

Checking your serial number, I can see your Sure Signal connected to our servers at 19:04 yesterday.

If it does start the same issue as you’ve previously experienced, it would need to be sent for repair under manufacturer’s warranty. If the fault is something that we can’t fix, then it would be replaced with a new or refurbished unit.

Let me know how you go on.

Cheers,

Andrew

[adamajis]

Another solid orange light yesterday after being ok for a couple of days. Can I get some feedback as to what is happening.

[adamajis]

Although you don't have updates on the bt issue you should be able to tell us what the bt issue is. Can you find out what the bt issue is and tell us please. The lack of information provided from yourselves is disgraceful and frustrating.

[Scotswahay]

Hi Andrew

Thanks for your reply. I have had the Sure Signal registered since the 13 July 2013. In that time I have had numerous times when I have had no signal, have had to switch it off and on again to get the thing to reconnect to the Vodafone network. And most recently had it resynced by one of your colleagues. 

It is currently working but I have my doubts that this will be sustained given it's recent performance. 

I purchased this device after reading the sales blurb on the Vodafone website and watching a promotional video which shows it being used by a Community First Responder. I have to say given my experience of the unreliability of this device I'd be greatly alarmed if I thought any First Responder in my local neighbourhood was relying on receiving an emergency phone call via their Sure Signal.

I will give my device another chance and see what it does in the next week. If it gives me a flashing power light and solid first light one more time I want it to be replaced NOT repaired. I believe I am entitled to a replacement or a refund under the terms of the Sale of Goods Act as I would have been sold a piece of equipment that does not do what it is supposed to do i.e. provide a sure signal to the 3G Vodafone Network. It would therefore not be of merchantable quality.

I will keep you appraised of the situation.

Alister

[Disconfigured]

Hi, my Sure Signal box has these lights. If I pull it out and plug it back in it will start working but only for a day or so, then it will stop working. I come home and it automatically connects and then suddenly will stop working (for no reason). Here are the details:

Speed - 13.89 Download/1.04 Upload

Ping - 28ms

IP- 5.70.130.94

Serial Number- 40131573376

Trace- 

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

C:\Users\Jennifer>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 1 ms 2 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 32 ms 30 ms 31 ms 027808b6.bb.sky.com [2.120.8.182]
4 27 ms 27 ms 28 ms ae99.edge3.London2.Level3.net [212.187.201.57]
5 26 ms * 69 ms ae-0-11.edge4.London2.Level3.net [4.69.200.126]

6 27 ms 26 ms 30 ms ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
7 29 ms 26 ms 26 ms ae-44-44.ebr1.London1.Level3.net [4.69.167.30]
8 27 ms 26 ms 27 ms ae-59-114.csw1.London1.Level3.net [4.69.153.126]

9 86 ms 27 ms 27 ms ae-119-3505.edge4.London1.Level3.net [4.69.166.1
]
10 48 ms 48 ms 52 ms 195.50.122.66
11 50 ms 52 ms 54 ms 85.205.116.10
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\Jennifer>

[Toon_Hak]

So I've now tested the SS3 at another location for a couple oif weeks.

It is still intermittantly 'dropping out' / loosing synch.

I've reconnected it up at home again, and am still having the same issues.

Can someone please advise what the next step is as this is affecting my ability to work at home as calls keep dropping out.

[Lauragff]

Just got the device. Initial set up worked...for 1 hour then the above happened. Tried solutions posted in different post but I can not do factory reset for some reason.

Serial 40134658174
Thanks

[Lauragff]

hi guys 

had my SSv3  3 days ago. Set up and working in no time initially but after 1 hour, got the lights pattern described above.

tried different suggestions since but in vain. Also for some reason my SS doesn't want to factory reset.

Serial number 40134658174

thanks 

[Retired-Kay]

Hi Lauragff, 

Apologies your initial post was missed. 

I've done a resync for you, please do a reset to complete the process; 

-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.

Don't worry if the lights don't come back on until you release the button. 

Thanks, 

Kay

[Lauragff]

hello - still the same issue ...just to make sure I reset correctly 

I held the reset button for 1m and nothing happened until I released the reset button. Then the lights came off and the device restarted, however after few seconds, power light was flashing again with use solid orange...