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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 Guys,
@ surreyred – We’ve seen a few instances recently where the Sure Signal has begun getting blocked by their firewall, the only way to see if this is the case is to lower the firewall settings for 24 hours.
The results form the later traceroute would support this.
@ shaw007 - when you do the reset, you’ll need to follow the instructions at the bottom of my post, if it’s now working you will just need to change the location of the Sure signal in the registration again and it should work.
@ suresig-probs – Can you also try to lower the firewall settings? If this still doesn’t work and the lights are still flashing after 24 hours, it would indicate it’s faulty.
If this is the case, you can arrange a repair if it’s under two years old.
@ steve0819 – I’ve re-synced this for you today, please also do a reset using the instructions below.
@ mckenziesd - The re-sync may have been coincidental as it shouldn’t have kicked it off the connection once it completed, can you also try to lower the firewall settings for a couple of hours to see if this sorts it out for you?
@ DWThames – Can you also try lowering the firewall settings and let me know how you get on.
@ Bev40 – Yes, this should work fine as long as 3G is active in the network settings.
@ jamesh, darcust and mozzatechmo – All of the details you’ve given look fine and the registration is showing as up to date, if you’re still having issues can you try to lower the firewall as mentioned above to see if this is blocking the connection?
@ Everyone – I can see that some have started to work again, if they stop please follow the instructions as mentioned above.
In the meantime I will try and get this flagged with our support teams because it is strange to see a large number of customers with the same internet provider having problems.
To do a reset.
For versions 1 and 2:
-Hold in the reset button until all lights go solid
-Pull the power lead and the Ethernet cable out with the reset button still pushed in
-Continue to hold down the reset button and reconnect the power lead
-Wait for all lights to come on and then release the reset button
-Plug the Ethernet cable back in
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.
-remove the Ethernet cable
-Once the lights come back on, release the button.
-Place the Ethernet cable back in
The Sure Signal will be back online in around 1 hour.
James
