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

[simonhogan]

Hi Tech Team,

This might sound like a strange question but is it possible that running the trace route test actually makes my VSS work? The reason I ask is that over the last few days it has been very temperamental and not working too frequently. Each time I've acquired the information you request (ping etc.) it has started to work again, usually after I've run the trace test. Is this just a huge coincidence or is there some causal link?

Here's the information for what it's worth.

Thanks 🙂

Sure Signal S/N: 40131003788

Date of Reg: 10/04/2013 11:55:24

Ping: 25ms

Download Speed: 5.15 Mbps Upload Speed 0.33 Mbps

Packet Loss: 0%

Ping; 19ms

Jitter: 1ms

IP Address: 217.43.26.80

Traceroute test:

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1     4 ms     4 ms     7 ms  BThomehub.home [192.168.1.254]

  2    24 ms    19 ms    19 ms  217.47.250.186

  3    26 ms    18 ms    17 ms  217.47.250.161

  4    44 ms    19 ms    20 ms  213.1.69.70

  5    25 ms    19 ms    20 ms  217.41.168.102

  6    19 ms    19 ms    19 ms  217.41.168.69

  7    20 ms    21 ms    21 ms  217.41.168.107

  8    24 ms    20 ms    19 ms  acc1-10GigE-0-1-0-4.l-far.21cn-ipp.bt.net [109.159.249.70]

  9    26 ms    24 ms    21 ms  core2-te0-7-0-17.faraday.ukcore.bt.net [109.159.249.13]

 10    21 ms    19 ms    19 ms  host213-121-193-109.ukcore.bt.net [213.121.193.109]

 11    25 ms    23 ms    22 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    30 ms    29 ms    26 ms  85.205.116.14

 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.

[Sukhi]

Hi Tim_

Welcome to the eForum :).

Your results look fine and the IP address is on our white list.  I've forced a re-sync from our end to see if that help. You'll just need to factory re-set the box to complete the process.

Let me know how you get on.

pludlo - Thanks for letting us know up and running for you!

Sukhi

[pludlo]

Hi Sukhi

Sadly the success was short-lived. All today it has reverted to - Power - flashing, Internet - orange, In Service - off, In Use - orange. All details are the same. Be very grateful for your further advice - many thanks.  Our servers were down for a short while overnight but they have been fine today.

pludlo

[Retired-Andy]

Hi pludlo,

Thanks for the update, I’m sorry to hear your Sure Signal isn’t working at the moment.

The light sequence you’re seeing points to issues with your Internet Service Provider (ISP). Are you able to contact them to see if they’ve been performing any maintenance that may have affected your connection?

I can see that your Sure Signal connected to our servers at 02:25 this morning so, to make sure that your Sure Signal is as up to date as possible, I’ve just resynced it for you.

To make sure it 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.

Thanks,

Andrew

If you have the time, would you be able to complete a short feedback survey for me? You can find it here and it’ll go to ensuring I’m offering the best service I can.

[pludlo]

Hi Andrew - thanks - my IP was indeed doing changes involving a new server and this seems to have downed the VSS. All is back up and running again - thanks for the info and being there.

Pludlo

[bowman762]

Hello,

I wonder if you can help me.

I've got a VSS3 with the two orange lights as the post is titled.

This has been connected and to my knowledge has never been able to work. All of the ports are forwarded correctly but after the white globe pulsates for a minute the two orange lights come on and the power light flashes.

Here is the information requested:

Speed Test:

Down - 5.39mbps
Up - 0.70 mbps

Ping Test:
Ping - 31ms
Jitter - 1ms

External IP: 81.179.236.253

Serial Number: 40124227881

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

1 4 ms 4 ms 4ms 192.168.25.254
2 32 ms 28 ms 28 ms 85-210-250-37.dynamic.dsl.as9105.com [85.210.250.37]
3 32 ms 28 ms 28 ms 85.210.255.2
4 29 ms 29 ms 95 ms 80.40.155.100
5 29 ms 28 ms 29 ms 80.40.155.109
6 68 ms 29 ms 29 ms xe-9-3-0.bragg002.log.as13285.net [80.40.155.41]
7 26 ms 29 ms 29 ms xe-5-3-0.scr001.log.as13285.net [80.40.155.50]
8 29 ms 29 ms 29 ms host-78-144-0-97.as13285.net [78.144.0.97]
9 31 ms 31 ms 31 ms lndgw2.arcor-ip.net [195.66.224.124]
10 31 ms 31 ms 30 ms 85.205.116.14
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.

Any help would be appreciated!

Thanks,

George

[bowman762]

Hi again,

Sorry! I've fixed the issue now, we had an issue with DHCP on our network!

Thanks for your time,

George

[Retired-James]

Hi Guys,

Thanks for your posts here.

@ simonhogan,

It is just coincidence because the traceroute is simply a test to make sure it is communicating with the server.

I can see that the Sure Signal last connected to the server yesterday morning which isn’t too much to worry about.

Can you try a reset on the Sure Signal to see if this gets it back up and running.

For version 3:

-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 be back online in around 1 hour.

@ bowman762, I’m please that this is back up and running again for you.

James

[gbt1973]

Hi,

I had my VSS working fine with my BT HH2 until I moved house, then with exactly the same BT HH2 I now cant get the VSS to work, just suffer the above problem. I have been on to Vodafone technical and they have forced a update and reset on the VSS box but still nothing.  I played with some of the settings on the BT HH2 a couple of weeks ago and managed to get 3g signal for a few days but then it dropped out again. 

What I am finding hard to understand is how the same  BT HH2 and the same VSS box that worked fine for 2 years sudenly stop working when I move house.

The results of my tests are:

Download  1.57 Mbps

Upload 0.36Mbps

Ping 28ms

Jitter 8 ms

IP Address  86.140.7.241

Microsoft Windows [Version 6.1.7601]

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

C:\Users\Glenn>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

over a maximum of 30 hops:

  1    74 ms   101 ms    99 ms  BThomehub.home [192.168.1.254]

  2    23 ms    26 ms    20 ms  213.120.155.230

  3    29 ms    17 ms    26 ms  213.120.155.158

  4    18 ms    17 ms    22 ms  213.120.161.106

  5    21 ms    19 ms    23 ms  31.55.164.207

  6    21 ms    19 ms    23 ms  31.55.164.109

  7    19 ms    19 ms    19 ms  acc2-10GigE-0-0-0-6.bm.21cn-ipp.bt.net [109.159.

248.210]

  8    26 ms    25 ms    29 ms  core1-te0-3-0-16.ilford.ukcore.bt.net [109.159.2

48.156]

  9    23 ms    22 ms    22 ms  peer1-xe9-0-0.telehouse.ukcore.bt.net [109.159.2

54.120]

 10    27 ms    31 ms    29 ms  lndgw2.arcor-ip.net [195.66.224.124]

 11    23 ms    28 ms    34 ms  85.205.116.14

 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.

Please help as I am on the verge of leaving Vodafone because of this.

Thanks

Glenn

[Retired-Kay]

Hi gbt1973, 

Can you let me know your Sure Signal serial number? 

Mark1309, To make sure everything is as up-to-date as possible, I’ve just resynced your device for you. Please perform a factory reset:-

-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.

Let me know how you get on. 

Thanks, 

Kay