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Jenny
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:
- 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 all,
tenuoustoaster -The upload speed you're showing is just over the 0.33 minimum, so a number of devices using your connection could affect your connection.
I can also see that step 12 on the traceroute varied quite a bit and, on the second attempt, was well over the 200ms maximum time. As this can cause the connection to time out, I'd recommend speaking with your Internet Service Provider to see what is causing this. Show them the traceroute and point to that step to help them investigate.
I also noted that the serial number that you gave is not valid. If speaking with the ISP doesn't sort things, can you reconfirm it for me?
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mike1974 - It doesn't look like the Sure Signal has connected since the 9th, so I've done a resync. Reset the box to pick this up and let us know if it 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.
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gadgetbloke - I can see the re-registering on the system, but it's still not connected with the servers.
I've done a resync to pick up the change, so can you try one more reset?
It's also possible that the re-registration was too quick for the system to fully refresh. I'd generally suggest waiting about an hour after you deregister.
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martgadget - I'll certainly feed back the suggestion for you. It's the best way to find out what customers would like to see.
Most frequently, the ports are not an issue as everything is automatically configured. If there are issues, though, it just pays to check.
- Port 8 is used to keep the VSS active.
- Ports 50 and 123 are used for transmitting data and synchronising these transmissions.
- Ports 500 and 4500 handle header structure, data format and so on.
- For the BT Home Hub, port 1723 is used to establish the VPN connection.
The difference you see in different locations is usually down to different connections, routers and IP settings. It's not a case that the Sure Signal is buggy, but that sometimes there's a setting, connection speed or IP whitelist that needs to be sorted.
Dave
Hi Mike1974,
I’ve checked your serial number and it’s still not showing as having connected since the 9 July.
Are you able to try the Sure Signal on a different internet connection (a family member, friend etc)?
If the unit works there, it indicates there may be something in your current set up that’s preventing it from maintaining a stable connection to our servers.
If it doesn’t work in the other location, it may be that the Sure Signal is faulty and would need to be sent for repair.
Let me know how you go on.
Hi Jbickerton86,
The light sequences you’re seeing show two different things.
The first indicate that the Sure Signal is configuring and the second shows that it failed to authenticate during the set up process.
I’ve checked your serial number and can see it connected to our servers at 22:38 last night, are you still seeing the same lights?
To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal 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
Hi ms89028
Your Traceroute looks OK to me. I've given it a re sync from our end to see if that brings it to life 
You'll just need to factory reset to complete the process.
-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.
woodsini - That's great thanks for letting us know
mike1974 - If the issue persists at a different location, the next step would be a repair.
Thanks
Sukhi
