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

[grolschuk]

@oscarguitar

A bit of a long shot.

The VPN back to work, depending on your router, it may only allow one IPSEC connection through at a time, and when the VPN kicks in to check email or network settings, it disconnects the suresignal.

Is it possible to try with the computer (or just vpn) turned off to see if after a reset the suresignal connects again, and stays stable when on a call

[oscarguitar]

Thanks,

The only time I have used the vpn since I got the unit was yesterday. The problems started shortly after i got it. I disconnected it yesterday at around 17:15. I have re-set since then and still have no connection with the VSS.

[Retired-Andy]

Hi oscarguitar,

If the Sure Signal works then it’s unlikely to be an issue with the unit.

Can you try the Sure Signal on a different internet connection, that of a family member or friend, preferably with a different ISP?

If it works continuously there, you may be affected by the issue that’s mentioned here. If the Sure Signal suffers the same disconnection issue, it may be faulty and would need to be sent for repair.

Let me know how you go on.

Hi peleep,

The solid red light and flashing internet light shows that the Sure Signal is being configured which can take up to 6 hours to complete. If this is interrupted by a reset, the process will then start afresh.

The second light sequence you see where everything is flashing indicate that the unit is overheating, which is why the original light sequence will start again after a short while once the unit has cooled down.

Is it possible to move the Sure Signal to a different socket which has better ventilation?

Hi adamajis,

It’s great to see that your Sure Signal is now working properly again.

The only thing that’s happened recently was a resync on the 7 August. There’s nothing showing after that.

It may have been that your ISP was doing some maintenance work which caused the issue.

Hi wof198,

If the unit is running very hot, do you have the option of moving it to a different wall socket that’s got a better air flow to see if this helps?

I’ve checked your serial number and can see that your Sure Signal connected to our servers last night at 23:56, is everything now working for you?

The reset process for the version 3 Sure Signal is as follows:-

• 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

I’m not aware of any issues with the process but if all your lights are out and then you get a solid power light and flashing internet light, the unit has been reset.

Thanks,

Andrew

[peleep]

hi Andrew

thanks for explaining what the different light sequences mean.  Over 6 hours....wow that seems a long time.

As to changing to another socket...that's not feasible. the socket already is well ventilated and open, and near enough to hook up to my router.

please advise?

[oscarguitar]

Andrew,

I do not have the infinity router from BT. I have the Home Hub 3. I will try and find someone who can test the unit for me. But this is not what I expected for a plug and play item.

[peleep]

hi Andrew

i'm still stuck on fixed red light and slowly flashing internet light.

this has been going on since last evening...that's more than 6 hours.....

what is wrong with the V3 VSS service?!

[peleep]

hi Andrew

all day today, all I have is a solid red light, and a slowly flashing white internet icon.

I dont know about 3.25am, but certainly i know from 5.50am until 2030 in the evening. Solid red light, slowly flashing white internet icon. nothing else.

Why is it that my V1 VSS works perfectly and not the brand new V3?

[peleep]

hi Vodafone team.

another day has gone by, and I still don't have a working V3 VSS whilst my old V1 VSS works perfectly.

For the majority of the time, i see a solid RED light, and a slowly flashing white internet light.  

THEN periodically, all the lights go off, then I get a flashing RED light, no internet light, and the middle and right hand side lights are fast flashing ORANGE.

THEN it cycles back to the the solid RED light, and a slowly flashing white internet light.

I purchased the V3 to upgrade my system. I expect it to be £100 well spent. But not so. I do not have time to spend all day watching my lights flash. It was luck that i saw the the change in flashing mentioned above.  

Come on Vodafone, please sort this out.  PLEASE!!!!!

[peleep]

HI Vodafone team

another day, over 24 hours of Solid red light and slowly flashing internet light.

Nothing else is happening. What have you done/changed on your end?  At least when i first installed the V3 VSS, it worked for a few minutes. Now it's just stuck where it is.

And my V1 VSS still works perfectly...so it's nothing to do wtih my internet provider or modem etc...it must be something to do with the unit or your servers?!

Please sort this out....I basically have a £100 blinking light and nothing else. thank you.

[Retired-James]

Hi Guys,

Thanks for your posts.

@ oscarguitar – Although it is set up as a plug and play device not all routers have uPnP active so it sometimes requires manual configuration.

If you can test it on a different connection it will help identify where the problem lies.

@peleep and adamajis - Everything looks fine with both of the registrations but it could have got caught up on a refresh.

I’ve re-synced them for you again now to see if this kicks everything back into life.

James