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

[grolschuk]

I would say one for the team to pick up and look behind the scenes, they answer posts in the order places, so can sometimes take a few hours (maybe a day) to get to new questions.

If you don't get a reply by end of play today, do you have the option to take the suresignal to a different location with a more traditional internet connection just to try it out over night?

[Sukhi]

Hi CWall

Can you test it at a different location? If the same happens then you may have a faulty Sure Signal.

Everitt1984 - Have you tried testing with a different connection?

MarcA - Can you confirm who you IPS is?

rsktechltd - That's great thanks for letting us know.

semtex65 - The IP address is not on the Whitelist we've requested this to be added.

Thanks

Sukhi

[MarcA]

Our IP is Vodafone/Thus (FTTC/PPOE)

77.233.132.216

[Retired-Andy]

Hi MarcA,

Thanks for the information.

Your serial number shows that your Sure Signal is deregistered. You’ll need to log in to your account and re-register it.

Once you’ve done so, it’ll download a fresh profile which can take up to 6 hours to complete.

Once the download has finished, you should be able to use the Sure Signal again.

Let me know how you go on.

Hi CWall,

It’s a shame you’re unable to try the Sure Signal in a different location. This would have allowed us to see where the root cause lay.

Any changes made by your Internet Service Provider (ISP), such as a router software update they’ve sent, can affect the unit.

Hi Everitt1984,

Trying your Sure Signal at a different location will help us identify where the root cause lies.

If it works elsewhere (a family member or friend etc.) then it shows there’s something in your current set up that’s preventing the Sure Signal from maintaining a stable connection to our servers.

Hi semtex65,

The whitelist update will be done as soon as possible but we’re unable to give specific timescales for this.

Thanks,

Andrew

[CWall]

Hello Andrew, 

Thanks for getting back!  I have in the last week added a apple router to my normal ISP for a faster connection.  At first, upon connecting the router, the sure signal worked fanstastic, full signal all the way!  Do you think all I might need is to update the apple router?? 

Thanks!

CWall

[Retired-Dave]

Hi all!

CWall - I'd certainly suggest it. I'd try using the following steps as well to clear the connection:

 - Switch off the Sure Signal.

 - Switch off the router.

 - Restart the router only and allow it to completely reboot.

 - Once the router has fully restarted, switch the Sure Signal back on.

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

Everitt1984 - If it's something changed from the ISP's end then we can't see that. You'd need to speak with them to get them to check for any changes they've made.

The test on an alternate connection can help rule out other things such as a faulty Sure Signal, though, which is why it's handy.

You may want to try de-registering, waiting an hour and then re-registering the Sure Signal via My Account. This refreshes the whole registration and may release anything which is "trapped".

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

MarcA - Sorry to see that. I swear by mine at home!

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

peleep - The very first step on the traceroute may be the cause of this.

The Sure Signal times out if any step goes over 200ms, but yours showed well over that on the first attempt. If there's something intermittently causing this, it would keep kicking out the Sure Signal connection.

I'd suggest speaking with your ISP to see if there's anything which may be causing the delay.

Also, can you make sure all the following ports are open for forwarding on the router - 8, 20, 123, 500, 1723, 4500?

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

NWR - Can you re-run the traceroute for me? It should show as moving "forward" down the connection until it hits our servers at an IP starting "85.205", but yours just appears to be stuck at the same point.

Dave

[semtex65]

Hi there,

Any idea if my IP is on the Whitelist yet? (178.16.239.42). Still nothing on the SureSignal...

[peleep]

hi Dave

i also have a V1 VSS that works perfectly. There isn't anything wrong with my ISP or modem. There must be something wrong with the unit or the servers on your end....

When i first installed the unit, it worked for about 5 minutes. Then it has been just blinking ever since.

Must be something to do wtih your end surely? Please check and sort this out for me....I now have a £100 blinking light!

[semtex65]

Thanks Sukhi, do you know what sort of time frame we're looking at for the whitelist to come into effect?

[CWall]

Sukhi,
I'm sorry, I don't have the ability to test it at a different location. It was working smoothly and properly last week. What could have happened?