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

[djmaitla]

I suggest that you try pressing and holding in the reset button, then remove the SS device from the power, then plug back in and then release the reset button.   That may help. It has helped me in the past.

[Lauragff]

thanks but did not make a difference. Still surprised to see how many different techniques there are to reset this device (with/without cable, light off or not, plugged/unplugged..)...i have been dealing with network devices for years and there is usually one universal way to reset not 20 different ones..

Anyway - could it be that my device is defective? 

[Retired-James]

Hi Lauragff,

Can you let me know who your Internet provider is?

If you log into your router admin panel, can you confirm that the Sure Signal has been allocated an IP address by your router?

James

[Lauragff]

Hello

Internet provider is Virgin

Router is a netgear WNDR4500

for some reason not seeing Sure signal in the list of attached devices. I have tried to give the sure signal a static IP using the MAC address on the back of the unit (B046FCA2F601 formatted as B0:46:FC:A2:F6:01) but no succes.

Light pattern still the same on the SS

[Retired-Andy]

Hi Lauraff,

Are you using a Super Hub provided by Virgin, or your own router?

If you’re using the Super Hub, take a look at this post as it may help.

Your Sure Signal still hasn’t connected to our servers since 2 January, can you make sure the following ports are open/forwarded on your router:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

If this doesn’t help, try the device on a different internet connection, that of a family member or friend.

Let me know how you get on.

Andy

[djmaitla]

Have you checked to see that you have used the correct port on the the bottom of the SSv3 device for your RJ45 cable?  There are two.  As  you look at the device from the front, it is the Left hand port.

[Lauragff]

yes of course ...as discussed previously it worked to start with for a s short shile and then stopped.

[Anonymous]

I just received and registered a new VSS3 which has never started up fully. I already have a working VSS1 in my home. My router requires no special configuration for the VSS1 to work.

Serial Number 40140933439

http://www.speedtest.net/my-result/3504306220

http://www.pingtest.net/result/97760266.png

My IP address is 86.158.146.74

Trace Route Test:

C:\Windows\system32>tracert 212.183.133.177

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

  1    22 ms    <1 ms    <1 ms  unknown [192.168.1.1]
  2     9 ms     8 ms     7 ms  217.32.93.186
  3     8 ms     8 ms     7 ms  217.47.210.161
  4     8 ms     9 ms    10 ms  213.1.69.14
  5     8 ms    13 ms     8 ms  31.55.164.102
  6     8 ms     9 ms     8 ms  31.55.164.69
  7     8 ms     7 ms     8 ms  31.55.164.107
  8     8 ms     8 ms     9 ms  acc1-10GigE-0-5-0-5.bm.21cn-ipp.bt.net [109.159.248.98]
  9    15 ms    15 ms    18 ms  core2-te0-3-0-15.ilford.ukcore.bt.net [109.159.248.26]
 10    19 ms    15 ms    61 ms  peer2-xe2-1-0.telehouse.ukcore.bt.net [109.159.254.142]
 11    52 ms    16 ms    16 ms  t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.194]
 12    17 ms    16 ms    23 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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     *     ^C
C:\Windows\system32>

I've received the email and SMS to confirm the new Sure Signal has bee registered.

[gander_d]

speed test download 43.41

upload 15.74

ping 16ms

IP 86.177.132.66

serial number 40134709936

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

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

C:\Users\Darcy>tracert 212.183.133.177

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

  1   642 ms     1 ms     1 ms  BThomehub.home [192.168.1.254]
  2    11 ms    11 ms    12 ms  217.32.145.142
  3     9 ms     8 ms     8 ms  217.32.145.190
  4    13 ms    12 ms    12 ms  213.120.176.10
  5    12 ms    12 ms    12 ms  217.41.168.41
  6    15 ms    12 ms    12 ms  217.41.168.107
  7    14 ms    12 ms    12 ms  acc1-10GigE-0-1-0-5.l-far.21cn-ipp.bt.net [109.1
59.249.82]
  8    13 ms    12 ms    13 ms  core1-te0-0-0-6.faraday.ukcore.bt.net [109.159.2
49.1]
  9    12 ms    13 ms    13 ms  62.6.201.213
 10    12 ms    12 ms    12 ms  t2c3-xe-2-1-3-0.uk-lon1.eu.bt.net [166.49.211.19
4]
 11    13 ms    13 ms    12 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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\Darcy>

[Retired-Andy]

Hi gander_d,

Your speed test, ping test and traceroute are fine

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

Your Sure Signal connected to our servers yesterday at 9.53pm, is everything now working properly?

If not, let me know what light sequence you’re seeing.

Hi Jon,

Your traceroute is fine.

To be able to help, we’ll need some additional information from you. Can you provide the following please:

Your Sure Signal serial number.
Your speed test results from here.
Your ping test results from here.
Your external IP address from here.

Hi stuffir35,

The lights you’re seeing show that the Sure Signal can’t authenticate itself on our servers.

Make sure you’ve got the following ports open/forwarded on your router:

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

If they are, try a different Ethernet cable between the Sure Signal and router.

If this doesn’t help, post your serial number so we can see what’s happening.

Hi Steve,

It’s great to see your Sure Signal is now working correctly.

Thanks,

Andy