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

[gadgetbloke]

I have the same as Steve, in that holding the reset button down does not cause the lights to to out. My sure signal is a V3 too.

[michaelsan]

Right figured out how to reset, power off, plug back in with reset button held and then wait about a minute both orange lights come on, plugged back in with reset button pressed and waited for white light and guess what still not working

[gadgetbloke]

Reset now performed. Still no change in the fault. Still not working..

[daddyNumbers]

Hi there,

I'm suffering this problem also.  Tried the VSS on two different routers (Belkin F5D and BT Home Hub 3) and get the same result (flashing red light and lights 3 and 4 (the right-most two) are solid amber).  The VSS device is being given an IP address by the DHCP server on the router and I've opened up the ports 8,50,123,500,1723 and 4500 for the VSS device on both routers, but still get the above light combo.

Speed Test:

Download 4.13Mb/s

Upload 0.30Mb/s

Ping 30ms

Ping Test:

Ping 13ms

Jitter 1ms

External IP Address:

81.151.38.179

Sure Signal Ser No:

40124223609

Traceroute Results:

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

C:\Users\WEML2>tracert 212.183.133.177

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

1 3 ms 3 ms 6 ms api.home [192.168.2.1]
2 11 ms 10 ms 11 ms 217.32.147.3
3 13 ms 12 ms 13 ms 217.32.147.46
4 15 ms 14 ms 17 ms 213.120.156.26
5 15 ms 16 ms 15 ms 217.41.168.247
6 14 ms 14 ms 15 ms 217.41.168.109
7 15 ms 15 ms 16 ms 109.159.249.242
8 24 ms 20 ms 15 ms core1-te0-0-0-17.faraday.ukcore.bt.net [109.159.249.133]
9 15 ms 15 ms 14 ms host213-121-193-129.ukcore.bt.net [213.121.193.129]
10 19 ms 20 ms 29 ms lndgw2.arcor-ip.net [195.66.224.124]
11 15 ms 15 ms 15 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 could I get some help?!!

Thanks

[stevecattell]

To anyone suffering the same problem...

All

I had the same problem as all of you, flashing red light and 2 orange solid lights. I have a V3 box. I did a lot of trawling forums to get a solution and this forum is the best way to talk to a Vodafone technical specialist.

I finally got mine working. The first thing to do is to fill in the tracer details as requested on the first page of the forum, post them on here and a Vodafone technical assistant will make sure they are OK. Then ask to be resync'd.

Make sure you have the ports shown below open on your server for the IP addess of the sure signal box. You will note that these ports are open against a static IP address. I think this is one of the keys to getting this box working. Look at the mac address on the back of the box, and then go into your router and assign this mac address a static IP (screenshot below for a Netgear router). You can then use this IP to make sure it has the correct ports forwarded.

Once you have set the IP and ports up, unplug the box, and plug it back in WHILST you are holding down the reset button. Keep the button held for 30 seconds and it will begin to start flashing the white internet light. It may suddenly go back to flashing red and two solid orange lights, but have patience and it should then go back to flashing white eventually.

You can check that your router can see the box as it should appear in attached devices with the mac address assigned to static IP address. You can also ping it to make sure it is responding.

The following site was of great use to explain what each light sequence meant. http://www.notsosuresignal.com/sure-signal/diagnostics/ and I would recommend going here as well.

One thing I will say is that it is very easy to believe the box is faulty. Chances are it isn't. Because it is trying to force it's way through your router and create a vpn to the Vodafone network, it is going to have problems unless the path ahead of it is fully open (hence the port settings).

Good luck

Steve

[Retired-James]

Hi Guys,

Thank you for getting back to us.

This issue is an authentication issue which can be caused by a number of things including poor speeds, pings, changes by the internet provider or Sure Signal server issues.

@pludlo – When it comes to the Sure Signal there are a lot of things that could potentially cause the problem and at the moment it is a case of trial and error to see where it lies.

The link in Dave’s post was supposed to be to here.

@ All - I’ve taken a look at these serial numbers and can confirm the following.

@ pludlo – 40131562015

This last updated last night at 18:30. Is this working again?

@ stevecattell 40131974251

This last updated this morning at 03:07 are you still getting the same issue?

@ gadgetbloke 40131968527

This is a slightly different issue because it’s never connected to the server.

Please can you completely deregister your Sure Signal and register it again?

You may also want to test this on a different internet connection.

@ michaelsan 40131957645

This is the same as gadgetbloke.

Please can you completely deregister your Sure Signal and register it again?

You may also want to test this on a different internet connection.

@ daddyNumbers 40124223609

It looks like your Sure Signal connected to the network five minutes after you posted, are you still having trouble?

James

[stevecattell]

James

All working now, thanks

Steve

[daddyNumbers]

Hi James - yes, I managed to get it working just after making the post, but thanks for replying.  Thanks for putting this info up on your forum too - very useful.

Cheers,

Warren

[gadgetbloke]

How do I de-register my sure signal? I assume re-registering is the same process as the first time round?

[pludlo]

Hi James

Thanks - this is helpful. The signal was indeed working then disappeared for 12 hours and is now back again. Is there anything we can do to make it more reliable - or do we just have to live with the variability?

best pludlo