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-Dave]

Hi guys,

Toon_Hak - As you've said it's helped for a while in the past, I've resynched the Sure Signal to see if that gets you working in the short term.

Give it another reset, but this time unplug the Ethernet cable before starting and plug it back in when you've released the button. 

There are also now some new ports Virgin connections need opened. You asked before if a static IP was needed for these. That's not necessary as these should all be picked up automatically. Given the problems you're having, forcing these and the IPs manually would help rule this out as a cause.

I'll post the lists again for reference:

Ports

•  8
•  50
•  53
•  67
•  68
•  123
•  500
•  4500
•  33434 - 33445

IPs

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

If this still doesn't help, we'll get your details so our technical teams can take a closer look.

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

dstretch - The traceroute is fine, but can you post a few other details so we can look into this further?

 - Your Sure Signal serial number.

 - Your speed test results from here.
 - Your ping test results from here.
 - Your external IP address from here.

Dave

[LouGoble]

Hi there.

This problem keeps recurring. I have to re-set my sure signal on an almost daily basis, sometimes more than once.

Results of the tests are:

speed:  5.5 Mb download speet

ping: 38ms

jitter: 1am

line quality: A

external IP address:  86.138.14.155

sure signal serial no: 40133830865

Traceroute:

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

  1   350 ms    99 ms    99 ms  BThomehub.home [192.168.1.254]
  2    28 ms    27 ms    29 ms  esr6.miltonkeynes3.broadband.bt.net [217.47.74.
45]
  3    29 ms    29 ms    29 ms  217.47.74.30
  4    33 ms    33 ms    32 ms  213.1.69.30
  5    32 ms    34 ms    33 ms  31.55.164.103
  6    33 ms    32 ms    33 ms  31.55.164.245
  7    35 ms    33 ms    32 ms  31.55.164.109
  8    33 ms    32 ms    34 ms  acc2-10GigE-0-2-0-4.bm.21cn-ipp.bt.net [109.159
248.232]
  9    38 ms    40 ms    39 ms  core2-te0-3-0-2.ealing.ukcore.bt.net [109.159.2
8.148]
 10    37 ms    38 ms    38 ms  peer1-xe3-3-1.telehouse.ukcore.bt.net [109.159.
54.211]
 11    40 ms    41 ms    38 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    39 ms    39 ms    40 ms  85.205.116.14
 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.

I don't know whether it makes any difference but I did do the traceroute right after having unplugged the sure signal to check the serial number on the back!

Are you able to help?

Thanks.

[Retired-Kay]

Hi LouGoble, 

Your Sure Signal is running an old firmware version which may be causing the issue. 

Leave it with me and I'll get this updated for you tomorrow and let you know once it's done. 

Thanks, 

Kay

[Retired-Kay]

Hi LouGoble, 

I have arranged the firmware update for you. 

Please don't perform any resets or unplug the device for at least 24 hours. 

Thanks, 

Kay

[LouGoble]

Thanks Kay, I won't touch it for at least 24 hours .

[pjw11]

Hi,

Could someone please look at these sats and tell me what is going on. I have been using VSS for several years and recently upgraded to V3. Have had a stable connection for a couple of weeks and then this morning I have flashing power light and solid orange internet light with no other lights. I have in the past always manged to get this thing going after a disconnect but not this time.

SS Serial   40133477311

Speed test 61.56 - 2.83mbps

Ping 16ms

IP 86.7.36.161

C:\Users\PJW>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  192.168.1.1

2     9 ms    11 ms    11 ms  cpc7-oxfd21-2-0-gw.4-3.cable.virginm.net [86.7.36.1]

3    24 ms     9 ms     7 ms  oxfd-core-2b-ae6-731.network.virginmedia.net [213.106.246.237]

4    13 ms    11 ms    10 ms  brnt-bb-1c-ae4-0.network.virginmedia.net [213.106.244.69]

5    15 ms    14 ms    11 ms  brhm-bb-1c-et-410-0.network.virginmedia.net [62. 253.175.210]

6     *       20 ms    16 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250.15.210]

7    33 ms    35 ms    35 ms  ldngw1.arcor-ip.net [195.66.224.209]

8    33 ms    44 ms    34 ms  85.205.116.6

9 – 30 timed out

[cunderwood74]

Hi ,

Sure Signal has been working reasonably steadily for a few weeks until this morning when I came in and saw red flashing light and solid 1st orange light.

Here are my test results:

Speed Test: D/load - 4.36 U/load - 3.39

Ping Test: 17ms

Line Quality A

Jitter: 2ms

Tracer Route:

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Charlie Underwood>tracert212.183.133.177
'tracert212.183.133.177' is not recognized as an internal or external command,
operable program or batch file.

C:\Users\Charlie Underwood>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 192.168.1.1
2 1 ms 1 ms 1 ms 213.218.195.130
3 2 ms 1 ms 1 ms 213.218.195.129
4 8 ms 8 ms 9 ms 213.218.194.116
5 9 ms 8 ms 12 ms 88.215.57.238
6 98 ms 8 ms 23 ms 88.215.62.217
7 8 ms 8 ms 8 ms ge-7-12.car1.London1.Level3.net [212.113.8.173]

8 13 ms 10 ms 13 ms ae-51-51.csw1.London1.Level3.net [4.69.139.88]
9 8 ms 8 ms 8 ms ae-119-3505.edge4.London1.Level3.net [4.69.166.1
]
10 27 ms 28 ms 25 ms 195.50.122.66
11 23 ms 23 ms 23 ms 85.205.116.14
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\Charlie Underwood>tracert212.183.133.177

C:\Users\Charlie Underwood>tracert 212.183.133.177

C:\Users\Charlie Underwood>

[DavidT-]

My Sure Signal has been running better for the past couple of months.  This morning, though, it will not work at all.  Several times I tried resetting the Sure Signal, and each time I got the power flashing, solid orange internet light.

My test results are as follows:

Speed Test

ping 87ms

Download 72.82 mbps

Upload 18.88 mbps

Ping Test

Packet loss: 0%

Ping: 8ms

Jitter: 1ms

IP Address

46.208.26.173

TraceRoute

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

D:\Users\David>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 192.168.1.1
2 7 ms 20 ms 9 ms lo0-central10.ptn-ag03.plus.net [195.166.128.192]
3 7 ms 7 ms 7 ms link-a-central10.ptn-gw01.plus.net [212.159.2.136]
4 7 ms 7 ms 7 ms xe-5-3-0.ptw-cr01.plus.net [212.159.0.108]
5 9 ms 7 ms 8 ms lndgw2.arcor-ip.net [195.66.224.124]
6 8 ms 8 ms 8 ms 85.205.116.10
7 * * * Request timed out.
8 * * * Request timed out.
9 * *

Do you know what the problem could be?

Thank you.

[DavidT-]

.. sorry, I my Sure Signal serial number is 40133477667.

David

[cunderwood74]

My serial number is 40132741873