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Jenny
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:
- Click on Start and select Run
- Type CMD into the Run box and press enter/click ok
- A black box will appear
- In this box type tracert 212.183.133.177 press Enter
- Paste the output of this command into your reply
On a Mac:
- Open Terminal (Applications, Utilities)
- Type 'traceroute 212.183.133.177'
- Press Enter
This will help us get the quickest possible resolution for you.
Thanks
LeeH
Hi adamajis,
If it was a general issue with our servers, we’d be seeing a lot more posts from affected customers than we have been.
The way to confirm that it is the BT issue that’s the cause of your connection problems will be to try the Sure Signal in a different location with a different ISP.
Thanks,
Andrew
Hi guys,
jladbury - We have a lot of people posting on the eForum each day to seek help or advice, and our team handles our Twitter and Facebook channels as well. Between them, we get a pretty good guide of what is or isn't working at any time.
Most of the cases we see have something specific we can pin down, rather than a broader issue. The suggestion to try a different connection is one which helps us see if the box itself is the problem - if it works there, then it's not broken.
We'll be happy to look into your issues. Post us some details and we'll take a look:
- Your speed test results from here.
- Your ping test results from here.
- Your external IP address from here.
- Your Sure Signal serial number.
We'd also need the results of a traceroute:
On a PC
- Click on Start and select Run
- Type CMD into the Run box and press enter/click ok
- A black box will appear.
- In this box type tracert 212.183.133.177 press Enter
- Paste the output of this command into your reply.
On a Mac
- Open Terminal (Applications, Utilities)
- Type traceroute 212.183.133.177 and press Enter
- Paste the output of this command into your reply.
---------------------------------------------
Toon_Hak - We have seen a variation on the reset procedure help in some cases. Can you try it again but this time unplug the Ethernet cable before you press the button and plug it back in at the end of the process?
If that doesn't help, can you check that you have the following ports open for forwarding on the router for me?
- 8
- 50
- 123
- 500
- 1723
- 4500
Also, you need to make sure the following IP ranges are allowed on the router and firewall:
212.183.133.177-179
212.183.133.181-182
212.183.131.128-191
88.82.13.177-179
88.82.13.169-171
88.82.13.183
These should be picked up automatically, but it's best to check.
---------------------------------------------
Kevf123 - I've given the box a resync, so give it a reset for me.
The Sure Signal needs times of no more than 200ms for each step in the connection or it times out. Looking at the traceroute, there's some fluctuation in the times you're getting. Step 2 gets pretty close to that maximum, whilst step 3 goes over.
This wild swing would fit with the on/off nature of your connection - it works fine until something slows the connection, then times out and has to retry. If the resync doesn't help, I'd check with your Internet Service Provider to see if they can pin down what's causing these delays.
Dave
Hi Guys,
Thanks for your posts.
@ danielanthony – Everything looks fine with the registration as it updated yesterday.
Looking at the traceroute, you do have one ping on hope 8 which is a little high, can you run the traceroute again to see if this is still the case?
The Sure Signal needs hops to be under 200ms.
@ kevf123 – Everything looks fine with the traceroute and it is hitting our server with all pings under 200ms.
I know were currently investigating an issue with BT around fragmented packets as we transmit packets at an MTU of 1500 but then only accept up to 1492 which has seen to cause a few problems.
To rule this out, are you able to test this on another internet connection to see if you get the same issue?
James
