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 A1000,

If your Sure Signal seems hot, is it possible to move it to a different wall socket where there may be better ventilation?

Your speed test, ping test and traceroute are fine and your IP address is on our whitelist so no problems there.

I’ve checked your serial number and can see that it connected to our servers last night at 21:58, are you still seeing the same lights?

To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal.

So that the resync completes, can you do a factory reset for me:-

• 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

Let me know how you go on.

Hi Noel,

Your ping test is fine and your IP address is on our whitelist.

The version 3 Sure Signal needs an upload speed greater than 0.36Mbps to keep an open connection to our servers. Your speed test shows that you’re only just over that.

I can see your Sure Signal connected to our servers last night at 20:13; are you still facing the same issues?

I’ve resynced your unit too so can you follow the reset process above and let me know how you go on?

Cheers,

Andrew

[A1000]

Andrew,

Many thanks, reset carried out and waiting for it to come back on line.  The device is in a socket in an open room so well ventilated already.

[Retired-Andy]

Hi A1000,  

Thanks for the update, let me know what happens.

Hi adamajis,

We don’t have any updates for the BT issue at the moment.

Cheers,

Andrew

[A1000]

Andrew,  all was fine for two days and then last night ~2100 the phone stopped connecting when dialing out.  The power light was on and the internet and in service lights were static white as you would expect.  I have reset the device again and it now works, however, the drop out is frustrating as you only notice when you try and make a call.

Any suggestions?

[Sukhi]

Hi adamajis

I'm sorry to see you feel this way, as Lee has said the issue is still under investigation. At this present time we have no further information that we can update you with.

A100 - Great to see its working again. Does this happen to all phones/devices connected to the Sure Signal? It may just be a one, if it continues let us know.

Thanks

Sukhi

[A1000]

Sukhi,  I only have one device on Vodafone so cannot tell if it is just the one.  The device connected to 3G via the normal network when it dropped the Suresignal.

[A1000]

Just did the same.  It worked ok this morning.  I went to make a call just now and it connected to the 3G network rather than the suresignal.  After turning the suresignal off and on again it now connects through the suresignal.

[statto246]

Hi,

Just got a new version 3 Sure Signal and have been unable to get this to work after 4 days.

The box itself goes through the following sequence:

1. Internet light flashes for a while with power light static
2. Then Power - flashing, Internet - solid orange, In Service - off, In Use – off
3. Then back to internet light flashes for a while with power light static

Set up port forwarding on the router for: 8, 50, 123, 500, 1723, 4500 and performed a factory reset. Also set MTU to 1500.

I have conducted the tests as per your trouble shooting guide and the results are as follows:

Router:

TP-Link TL-WDR4900

Speed Test:

Download 77.99Mb/s

Upload 4.85Mb/s

Ping Test:

Ping 31ms

Jitter 6ms

External IP Address:

86.3.70.112

Sure Signal Serial No:

40130449321

Traceroute Results:

Microsoft Windows [Version 6.1.7601]

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

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  192.168.0.1

  2     7 ms     6 ms     6 ms  10.41.40.1

  3     7 ms     6 ms     6 ms  hudd-core-1a-ae1-2484.network.virginmedia.net [80.7.153.73]

  4     8 ms     7 ms     9 ms  manc-bb-1d-xe-6110-0.network.virginmedia.net [212.43.162.118]

  5    10 ms  10 ms     9 ms  brhm-bb-1c-ae9-0.network.virginmedia.net [62.253.174.129]

  6    15 ms  15 ms   14 ms  tcl5-ic-2-ae0-0.network.virginmedia.net [212.250.15.210]

  7    17 ms  19 ms   19 ms  LNDGW2.arcor-ip.net [195.66.224.124]

  8    15 ms  14 ms   14 ms  85.205.116.2

  9     *        *        *     Request timed out.

Regards,

Andrew

[Jenny]

Hi UponIblizec,

Thanks for getting back to us.

I’ve checked your serial number and can see that this was registered on the 28/02/2013 but hasn’t connected since 03/03/2013.

I’ve therefore re-synced this for you today. Please complete this process by performing a factory reset as follows:

-Perform hard rest of the VSS unit by

-Hold in the reset button until all the lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all of the lights to come on then release the reset button

Hi statto246,

I looked into this and this hasn’t connected since last night so I’ve re-synced this for you. Please perform a factory reset as above.

Let me know how you both get on.

Thanks,

Jenny

[UponIblizec]

Hi Jenny,

I tried the reset as you suggested, A couple of comments  -

The VSS has no power lead as such but has a mains plug as part of the unit. so where you said disconnect and reconnect the power lead, I disconnected it and reconnected the unit from the socket.

In terms of holding it until all the lights came on solid, that never actually happened - I waited up to about five minutes.

Also, after reconnecting, the lights didn't all come back on. (unless you meant the two lights on the underneath next to the ethernet connector).

After I reconnect it, the lights underneath come on and I release the reset button, it returns to a flashing red light and a solid orange broken circle with five bars light ( per the title of this thread)

Incidentally, re the disconnection on March 3rd, I was away from March 1st-4th and left it plugged in. There was nobody here on the 3rd.So that disconnection isn't as far as I can tell due to anything that happened at this end..

Regards

Mike