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

[danielanthony]

Actually, after another reboot, it is working again now!

[adamajis]

....it wont for long. Switch to O2 it is a thousand times better!

[Sukhi]

Hi danielanthony

That's great thanks for letting us know :).

Sukhi

[Toon_Hak]

Hi Dave,

I reset the SS with the ethernet cable unplugged. It was ok for 24 hours then same issue again (as expected).

When you say check the ports are open for forwarding, I'm not sure what you mean?

The ports aren't blocked on the router and UPnP is enabled.

I could manually set the ports to be forwarded to the SS, however, I would have thought I would need to set the SS woith a static IP to do this, so they aren't forwarded incorrectly if the router gives the SS a new IP after power down for example?

Also, when you say make sure the IP ranges are allowed on the router and firewall, I have no IP ranges blocked or filtered, so not sure what else I can check?

This is frustrating, please advise how to continue as I bought this SS for work purposes and it is preventing me from working properly.

[mrolafsson]

hi guys,

VSS 3 was working fine for 2 days - suddenly stopped working. Virgin Media Super Hub 2 (fibre). IPSec open. 

Slightly different light sequence (not represented):

Version 3 VSS (Power - solid, Internet - flashing white, In Service - off, In Use - off)

Results of tests below:

IP: 86.30.137.197

Download speed: 62.16 Mbps

Upload speed: 3.07 Mbps

Packet loss: 0%

Ping: 34ms.

Jitter: 3ms.

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 * * *
2 * * *
3 cmbg-core-1a-ae2-3974.network.virginmedia.net (62.253.128.173) 8.583 ms 11.265 ms 9.469 ms
4 popl-bb-1b-ae16-0.network.virginmedia.net (212.43.163.141) 13.704 ms 12.300 ms 16.594 ms
5 nrth-bb-1b-et-700-0.network.virginmedia.net (62.253.175.53) 12.428 ms
nrth-bb-1b-et-010-0.network.virginmedia.net (62.253.175.57) 12.148 ms
nrth-bb-1b-et-700-0.network.virginmedia.net (62.253.175.53) 12.802 ms
6 tele-ic-4-ae0-0.network.virginmedia.net (62.253.174.18) 14.608 ms 15.134 ms 26.623 ms
7 ldngw1.arcor-ip.net (195.66.224.209) 29.942 ms 33.933 ms 31.272 ms
8 85.205.116.14 (85.205.116.14) 31.984 ms 31.062 ms 43.571 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
31 * * *
32 * * *
33 * * *
34 * * *
35 * * *
36 * * *
37 * * *
38 * * *
39 * * *
40 * * *
41 * * *
42 * * *
43 * * *
44 * * *
45 * * *
46 * * *
47 * * *
48 * * *
49 * * *
50 * * *
51 * * *
52 * * *
53 * * *
54 * * *
55 * * *
56 * * *
57 * * *
58 * * *
59 * * *
60 * * *
61 * * *
62 * * *
63 * * *
64 * * *

Thanks in advance, I hope you can resolve this with me.

Stefan

[mrolafsson]

Sorry forgot Serial number: 40132731999

Stefan

[Retired-Lee]

Hi there Toon_Hak,

Thanks for posting.

Would it be possible for you to take the Sure Signal to another property to see if it maintains a stable connection over a period of a couple of days?

If so and it's ok, there'll be something on your setup that's causing the connection to drop.

Hey mrolafsson,

I've forced a resync for you.

Please factory reset the VSS and let me know if you need anything else.

Cheers,

LeeH

[mrolafsson]

Hi Lee - thanks. Sorry can you please detail steps for VSS 3 Factory Reset?

[Ben_H]

Hi Stefan,

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.
The Sure Signal will come online in around 1 hour.

 

Cheers, Ben (^BH on Twitter) 

[Toon_Hak]

Hi Ben, Just a poin t to note, the resetting instructions on this forum for SS3 are either wrong, or my SS3 isn't reacting as it should.

When I press and hold the reset button, the lights stay on for no matter how long I hold it (I've held it in for 5 minutes before).

They only go off after the reset button is released and then a couple of seconds later the lights come back on.

They don't actually go out whilst your still holding the button.