Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange)

[Retired-Lee]

This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

• Power: Flashing
• Internet: Off
• In Service: Solid Orange
• In Use: Solid Orange

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

[BazH]

Hi,

Just got VSS 3 and after working for only a day or two, I have the above symptoms. I have conducted the tests as per your trouble shooting guide and the results are as follows:

Speed Test:

Download 4.71Mb/s

Upload 0.66Mb/s

Ping 55ms

Ping Test:

Ping 40ms

Jitter 7ms

External IP Address:

5.71.244.196

Sure Signal Ser No:

40123634293

Traceroute Results:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Baz>tracert 212.183.133.177

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

  1   181 ms     1 ms     1 ms  SkyRouter.Home [192.168.0.1]
  2    31 ms    31 ms    32 ms  cr0.esall.uk.easynet.net [87.87.250.201]
  3     *        *        *     Request timed out.
  4    41 ms    38 ms    39 ms  ip-84-38-37-38.easynet.co.uk [84.38.37.38]
  5    45 ms    39 ms    39 ms  89.200.131.173
  6    39 ms    37 ms    37 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]
  7    55 ms    47 ms    46 ms  AMDGW1.arcor-ip.net [195.69.145.123]
  8    60 ms    58 ms    59 ms  188.111.129.25
  9    69 ms    70 ms    70 ms  85.205.116.6
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

Hope you can help me.

Many Thanks

Barry Holt

[vodafonearecrap]

Any luck Baz?

This thing is ###### me off!

[vodafonearecrap]

Just started working...weird!

[Ben_H]

Hi BazH,

Thanks for posting. Your traceroute tracks fine, however looking at your Sure Signal history, I can see your unit hasn't touched base since the 18th January. As such, I'm forcing a manual synchronisation through. You'll need to reset your unit for it to take effect but if you could confirm back to be that all is sorted now that would be great.

Cheers, Ben

[BazH]

Hi Ben,

I have had the unit unplugged while I was waiting for your reply and have been out for the day. I have just plugged it back in, but I am afraid it is still doing the same. I will leave it plugged in if that will help, in case you can do something remotely, unless you can suggest anything else for me to try?

Cheers

Baz

[Phil]

Hi BazH,

I've taken a further look into this and your IP address is currently blocked.  I've requested this to be added to the whitelist though and will update you as soon as this has been processed.

Thanks,

Phil

[BazH]

Hi Phil,

Could this be an issue with my firewall or not?

Thanks

Baz

[Phil]

BazH, please accept my apologies for the delay in getting back to you.  As the IP address is blocked by the servers your firewall shouldn't cause any issues.  I haven't received anything back from our support teams at the moment but will update you as soon as I can. 

Robertalanjames, everythings fine with your traceroute and IP address.  Could you let us know your serial number of your unit and we'll check further. 

davew-online, all looks fine from what you've posted here and the Sure Signal connected to the network on the 5th Feb at 21:34.  Can you try restarting the Sure Signal for me and let me know if this makes any difference?

- Press the button on the foot of the device by the Ethernet sockets.

- Hold it in for approximately 30 seconds.

- When the lights come back on, release the button.

Many thanks,

Phil

[BazH]

All working fine for me now!

Cheers

Baz