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

[Sukhi]

Hi steve0819

You're already going to try my suggestion which was to test it at a different location. Keep us updated with how you get on

simonmousehole - That's great thanks for letting us know you're up and running

Thanks

Sukhi

[martgadget]

Hi,
    Longstanding issues with SS 2 and now replacement SS3 unit.  just about given up on it tbh.

Appears to cycle through connecting, then goes to flashing red power and 2 yellow signal & Service lights

Eventually settles to solid red, white globe, and white signal after several cycles of the above.

No signal on iphone 4s registered to it - 1 bar clearly using distant mast instead.

DHCP reservation for SS3 mac, tcp/udp 8,50,123,500,4500 open inbound and forwarded to it.

isp: sky broadband, IP 90.203.25.87

16.10mbit/s down, 0.86mb/s up
ping 27ms
jitter 1ms
loss 0.

ss3 serial number: 40123307973

C:\Users\martynah>tracert 212.183.133.177

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  SkyRouter.Home [192.168.1.254]
  2    15 ms    14 ms    15 ms  5acb197e.bb.sky.com [90.203.25.126]
  3    13 ms    14 ms    13 ms  10.245.209.177
  4    22 ms    15 ms    23 ms  027808f3.bb.sky.com [2.120.8.243]
  5    19 ms    18 ms    17 ms  bu4.gr10.telon.uk.easynet.net [89.200.135.145]
  6    27 ms    35 ms    23 ms  AMDGW1.arcor-ip.net [195.69.145.123]
  7    27 ms    35 ms    35 ms  92.79.213.137
  8    45 ms    44 ms    45 ms  85.205.116.2
  9     *        *        *     Request timed out.
 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.

Have reset router, trashed my network -everything. Can you offer any assistance please?

thanks.

Mart.

[Retired-Dave]

Hi guys,

martgadget - The stats look fine and the lights indicate that the Sure Signal is ready to take calls.

Strangely, though, the Sure Signal serial number you gave shows as de-registered on the system, although it also shows as connecting yesterday. Is this the old one you had replaced or the new one?

If it's the new box, can you try de-registering again, waiting about an hour so the system picks up and then re-registering? If it says it's de-registered already, try re-registering.

Once you've done this, try a factory reset and let us know if this helps:

• 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 come online in around 1 hour.

-----------------------------------------------

surreyred - I've tried a resync of the Sure Signal. Follow the steps I posted above to rest the box to pick this up and let us know if it helps!

-----------------------------------------------

pludlo - The only thing we can really suggest at this point is trying the Sure Signal on an alternate connection to confirm if it works without issue there or to try with an alternate router, cable or router port (one at a time) to rule out other components causing this.

As the box is designed for fixed line connections, wireless broadband connections aren't specifically supported so unless we can find something else which is causing this our ability to debug the problem is limited.

Dave

[surreyred]

I've been away a few days, but have now done the reset. Initially OK, but overnight it went to the first indicator light being solid orange. Have rebooted again, and appears OK for now, although I haven't had to make or receive any calls yet - will continue to monitor. 

One thing I've noticed is that the unit is quite warm - is this normal ?

[Retired-Lee]

Hi surreyred,

That depends on how warm it is!

If it's too hot to touch, try giving it more ventilation by moving it further away from other electrical equipment.

Cheers,

LeeH

[Js734]

Help please!

Got a flashing power button, nothing on the 2nd button and 3rd and 4th buttons are on.

Your speed test results from here.              Download Speed: 6.26

                                                               Upload Speed:     0.84
Your ping test results from here.                35ms
Your external IP address from here.            81.155.20.186

Your Sure Signal serial number:                40131941052

The results of a traceroute.

VSS Traceroute command


  1     2 ms     1 ms     2 ms  www.routerlogin.com [192.168.0.1]
  2    24 ms    21 ms    22 ms  217.32.145.237
  3    24 ms   100 ms    21 ms  217.32.146.30
  4    27 ms    27 ms    27 ms  212.140.206.74
  5    25 ms    26 ms    26 ms  217.41.169.55
  6    28 ms    27 ms    26 ms  217.41.169.107
  7    34 ms    25 ms    25 ms  109.159.251.81
  8    39 ms    32 ms    31 ms  core1-te0-2-3-0.ealing.ukcore.bt.net [109.159.25
1.17]
  9    33 ms    33 ms    31 ms  peer1-xe2-0-0.telehouse.ukcore.bt.net [109.159.2
54.100]
 10    37 ms    35 ms    34 ms  lndgw2.arcor-ip.net [195.66.224.124]
 11    37 ms    36 ms    35 ms  85.205.116.2
 12     *        *        *     Request timed out.

Thanks

Joe
 13     *        *        *     Request timed out.
 14     *        *

[Retired-Kay]

Hi Js734, 

I’ve just resynced your device for you so, to make sure the resync completes, can you perform a factory reset:-

- 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.

If this doesn't help can you try using a different Ethernet port or cable to see if this helps? 

Let us know how you get on. 

Pludlo - Thanks for letting us know it's now working! 

Kay

[surreyred]

I've had two calls today where the sure signal has dropped during the call causing me to lose the call. One after 39 minutes, one after about 10 minutes. The sure signal box on both occassions then just showed the power light with the internet light flashing slowly white. Without me taking any action the sure signal eventually returned to normal, but the whole point of the sure signal is to have a sure signal and not get dropped calls, so it doesn't seem to be doing the job at present. Could this be handset related, or would a replacement sure signal unit help ? I have a HTC 8S. 

The unit does get fairly warm, but not too hot to put your hand on. It is clear of anything else, so as ventilated as it can be, although I do have another appliance using the socket in the Sure Signal - should this be avoided ?

[Retired-Dave]

Hi guys,

danHick - the screenshot you posted on the last page suggests the upload speed may be a little too low - it shows 0.2 and 0.3Mbps, whereas the minimum is 0.33Mbps.

Just so we can get a second opinion on the current speed and check this, use this link to run an alternate upload speed test.

===============================

surreyred - Can you try disconnecting the other appliance? The Sure Signal isn't designed to work connected to anything but the router.

Once you've disconnected, power down and leave the Sure Signal to cool, then restart it and carry out a factory reset to ensure it's refreshed.

• 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 come online in around 1 hour.

Dave

[danHick]

http://www.speedtest.net/my-result/2854646211

bare in mind it worked faultlessly for a month.

my speeds have remained the same.