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

[Retired-Dave]

Hi guys,

claudius1974 - Great news! :smileyhappy:

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

steve0819 - I've resynched Sure Signal 40131565596. Can you do another reset for me?

If it doesn't help, take a look at the last part of my post below.

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

mhayler - Looking at the results you pasted, the bottom part of the pathping is concerning. It looks like all the data is being lost at step 7. You'll need to speak to your IP and show them this so they can find out what's blocking it.

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

For everyone else:

Please follow these steps as they'll give us a little more information to help sort things:

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 ping –n 100 (last IP address form traceroute) 

For example ping -n 100 85.205.xxx.xxx

- Press Enter

On a Mac:

 - Open the Applications folder, Utilities, Terminal

 - write: ping –c 100 (last IP address form traceroute)

For example ping -c 100 85.205.xxx.xxx

Make sure you include all the spaces in the commands, and paste the results here.

Dave

[mhayler]

Hi Dave

Should I be able to get a ping response from any IP if I ping that Vodafone one? I can't ping it from our office or theirs.

Cheers

[mhayler]

And I've just tried from a third site with no luck.

[mhayler]

And a known working site gave this:  

Tracing route to 212.183.133.181 over a maximum of 30 hops

0 SERVER01.crossfield.local [192.168.12.1]
1 192.168.12.254
2 losubs.subs.dsl4.th-lon.zen.net.uk [62.3.84.19]
3 ge-2-1-0-121.cr2.th-lon.zen.net.uk [62.3.84.213]
4 lndgw2.arcor-ip.net [195.66.224.124]
5 85.205.116.10
6 * * *
Computing statistics for 125 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 SERVER01.crossfield.local [192.168.12.1]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.12.254
0/ 100 = 0% |
2 10ms 0/ 100 = 0% 0/ 100 = 0% losubs.subs.dsl4.th-lon.zen.net.uk [62.3.84.19]
0/ 100 = 0% |
3 11ms 0/ 100 = 0% 0/ 100 = 0% ge-2-1-0-121.cr2.th-lon.zen.net.uk [62.3.84.213]
0/ 100 = 0% |
4 14ms 0/ 100 = 0% 0/ 100 = 0% lndgw2.arcor-ip.net [195.66.224.124]
100/ 100 =100% |
5 --- 100/ 100 =100% 0/ 100 = 0% 85.205.116.10

Trace complete.

And can't ping the IP you suggested.

[surreyred]

I've been away a couple of days. I'm on Virgin Media, and now the Power - flashing, Internet - off, In Service - orange, In Use - orange has changed to Power - on - Internet - very slow flashing white - I assume at the same time the other virgin media people got fixed. It was in that state when I got home last night. I reset it again about 9pm, and it is still in the same state 10 hours later.

I've done the suggested ping - here are the summary results :-

Reply from 85.205.116.6: bytes=32 time=40ms TTL=245
Reply from 85.205.116.6: bytes=32 time=42ms TTL=245
Reply from 85.205.116.6: bytes=32 time=40ms TTL=245
Reply from 85.205.116.6: bytes=32 time=39ms TTL=245

Ping statistics for 85.205.116.6:
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 39ms, Maximum = 137ms, Average = 44ms

Here is my latest tracert (doesn't appear to be much different from a few days ago)

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

1 12 ms 11 ms 19 ms cpc17-reig4-2-0-gw.6-3.cable.virginmedia.com [86
.24.127.1]
2 11 ms 11 ms 11 ms hers-core-1b-ae1-1295.network.virginmedia.net [8
0.3.33.165]
3 11 ms 11 ms 20 ms popl-bb-1c-ae8-0.network.virginmedia.net [62.253
.174.213]
4 12 ms 19 ms 15 ms nrth-bb-1c-ae7-0.network.virginmedia.net [62.253
.174.137]
5 14 ms 26 ms 25 ms nrth-bb-1b-ae11-0.network.virginmedia.net [62.25
3.174.109]
6 16 ms 18 ms 16 ms tele-ic-4-ae0-0.network.virginmedia.net [62.253.
174.18]
7 31 ms 31 ms 32 ms ldngw1.arcor-ip.net [195.66.224.209]
8 38 ms 30 ms 27 ms 85.205.116.6
9 * * * Request timed out.
10 * * * Request timed out.

[Retired-Dave]

Hi all,

mhayler - The IP should be pingable from anywhere unless there are restrictions in place. Can you confirm the exact IP are you trying to ping and what error you see?

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

surreyred - That is the "initialising" light sequence. The system shows a connection yesterday morning but not since, so I've done a fresh resync to nudge it along. Can you do another reset for me to pick that up?

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

humbucker - Your IP isn't on the whitelist, so I've sent a request to add it for you.

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

pludlo - I've responded to your post here.

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

 cevasfit - there's two things which would be causing this.

The IP you've listed is not a UK address. The Sure Signal will only work with UK IPs for legal reasons.

Also, there's a lag on step 7 of the Traceroute. If the speed goes over 200ms the Sure Signal will time out. It doesn't look like it's always there, but if you still have issues once you sort the IP I'd suggest checking this again. If it's still high you'd need to contact your Internet Service provider (ISP) to check it.

Dave

[surreyred]

Have reset a couple of times following your post - but the SS is still in the initialising state a day later.

[mhayler]

Hi

Thanks for your help. I'm pinging 212.183.133.177.

If I ping from in our office, I get:

Pinging 212.183.133.177 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

If I ping from our client who is trying to set up their sure signal, I get:

Pinging 212.183.133.177 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

I've also pinged from a site where I know they have a sure signal up and running and get the same. Am I trying to ping the wrong address?

[steve0819]

Hi Dave,

I'm not sure when it kicked in, but the VSS is working fine now. Fingers crossed for long-term reliability.

Thanks to all who helped with this one.

Cheers,

Steve

[mozzatechmo]

Hello James,

The firewall is set to "low" and in fact remains on the same setting that it was when the device worked originally.  Interestingly (not that interesting) I'm not getting flashing power and ambers today, just a pulsing internet light.

Bit nervous to give it a reset while it looks like it's having a think about working.  Will try one tomorrow evening.

In the meantime, any other ideas?

Thanks,

MozzaT