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

[ca3660]

Hi

Am hoping you can help. Details are as follows:

My speed test results: down 18.12Mbps, up 0.99Mbps
My ping test results: Ping = 50ms, Jitter = 24ms
My external IP address: 2.122.67.198

Your Sure Signal serial number: 40133872438

The results of a traceroute:

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  skyrouter (192.168.0.1)  1.535 ms  1.645 ms  1.947 ms
 2  * * *
 3  ip-89-200-131-248.ov.easynet.net (89.200.131.248)  25.423 ms  20.084 ms  23.589 ms
 4  ae99.edge3.london2.level3.net (212.187.201.57)  58.760 ms  34.189 ms  18.106 ms
 5  ae-0-11.edge4.london2.level3.net (4.69.200.126)  19.205 ms *  17.667 ms
 6  ae-3-3.ebr1.london15.level3.net (4.69.141.189)  16.585 ms  27.568 ms  22.002 ms
 7  ae-43-43.ebr1.london1.level3.net (4.69.167.26)  18.011 ms
    ae-44-44.ebr1.london1.level3.net (4.69.167.30)  18.886 ms  19.630 ms
 8  ae-59-114.csw1.london1.level3.net (4.69.153.126)  18.196 ms
    ae-56-111.csw1.london1.level3.net (4.69.153.114)  17.030 ms
    ae-58-113.csw1.london1.level3.net (4.69.153.122)  17.636 ms
 9  ae-120-3506.edge4.london1.level3.net (4.69.166.5)  18.208 ms
    ae-121-3507.edge4.london1.level3.net (4.69.166.9)  17.729 ms
    ae-119-3505.edge4.london1.level3.net (4.69.166.1)  18.187 ms
10  195.50.122.66 (195.50.122.66)  44.663 ms  43.855 ms  47.115 ms
11  85.205.116.2 (85.205.116.2)  32.317 ms  33.007 ms  33.017 ms
12  * * *
13  * * *
14  * *

Thanks

Barry

[Ben_H]

Hi Barry,

Thanks for posting and welcome to the eForum.

Everything looks fine with your results. I can see your Sure Signal contacted our servers OK last night at 11:36pm so has this fixed itself? 

Cheers, Ben

[oreleon]

good morning,

I have the same problem today.

Speedtest : 74.92 Mbps d/l , 18.72 Mbps u/l

Ping: 29ms

Jitter: 0ms

Packet Loss 0%

IP: 86.145.130.5

S/N: 40130430842

Tracecert:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\John>tracert 212.183.133.177

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

1 29 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 6 ms 5 ms 5 ms 172.16.14.4
3 * 10 ms 9 ms 213.120.158.174
4 6 ms 6 ms 6 ms 213.120.158.173
5 10 ms 10 ms 10 ms 217.32.145.106
6 10 ms 9 ms 9 ms 217.41.169.147
7 10 ms 10 ms 9 ms 217.41.169.109
8 10 ms 18 ms 9 ms acc2-10GigE-3-2-0.sf.21cn-ipp.bt.net [109.159.25
1.217]
9 17 ms 15 ms 15 ms core1-te0-12-0-6.ilford.ukcore.bt.net [109.159.2
51.133]
10 19 ms 16 ms 17 ms peer1-xe11-0-0.redbus.ukcore.bt.net [62.6.200.85
]
11 21 ms 19 ms 19 ms ldngw1.arcor-ip.net [195.66.224.209]
12 18 ms 18 ms 18 ms 85.205.0.34
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.

Can you please look into this as soon as possible? Thank you.

Regards,

John

[WrightClick]

Same problem here this morning. Info below...

External IP is: 82.71.61.13

SureSignal Serial Number is: 40131966372

Traceroute:

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 adslrouter.dartcom.local [192.168.0.254]
2 39 ms 39 ms 39 ms losubs.subs.dsl1.wh-man.zen.net.uk [62.3.87.145]

3 38 ms 39 ms 38 ms no-dns-yet-62-3-80-197.zen.co.uk [62.3.80.197]
4 39 ms 39 ms 39 ms ge-2-0-0-0.cr2.wh-man.zen.net.uk [62.3.80.50]
5 38 ms 38 ms 39 ms ae2-117.man11.ip4.tinet.net [77.67.66.101]
6 46 ms 46 ms 47 ms xe-11-1-3.lon11.ip4.tinet.net [89.149.180.193]
7 46 ms 47 ms 46 ms ae9-xcr1.lns.cw.net [195.2.22.217]
8 46 ms 46 ms 46 ms 195.2.30.62
9 51 ms 47 ms 51 ms vodafone-gw1.cw.net [195.59.77.26]
10 50 ms 50 ms 52 ms 85.205.116.2
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 ^C

Any ideas...? We're out in the sticks, hence only having a 4Mbps connection downstream. We cap the upstream bandwidth per device on our router at 300kbps, as two of my colleagues have iPads, which have a tendency to upload their entire contents to the cloud, in a rather bandwidth-hogging fashion.

Cheers,

Richard Wright

[richpu]

Hi,

I get red flashing light and 2 solid orange lights.

Speed Test:

Download 32.42 Mbps
Upload 15.69 Mbps

Ping 31ms

Ping Test:
Packet Loss 0%
Ping 35ms
Jitter 3ms
Packet Loss 0%
 
External IP Address:

212.159.75.59

Sure Signal Ser No:

40134712971

Traceroute Results:

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

  1     3 ms     1 ms     1 ms  BTHUB3 [192.168.254.254]
  2    25 ms    22 ms    22 ms  lo0-central10.pcl-ag04.plus.net [195.166.128.185]
  3    21 ms    22 ms    21 ms  link-a-central10.pcl-gw01.plus.net [212.159.2.172]
  4    22 ms    21 ms    21 ms  xe-0-2-0.pcl-cr01.plus.net [212.159.0.204]
  5    23 ms    21 ms    21 ms  xe-11-2-0.edge3.London2.Level3.net [212.187.201.213]
  6   158 ms    74 ms   113 ms  ae-3-3.ebr1.Paris1.Level3.net [4.69.141.86]
  7   172 ms    99 ms   167 ms  ae-61-61.csw1.Paris1.Level3.net [4.69.161.78]
  8    32 ms    87 ms    30 ms  ae-1-60.edge5.Paris1.Level3.net [4.69.168.8]
  9    39 ms    45 ms    37 ms  CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200.42]
 10    32 ms    31 ms    97 ms  195.2.9.193
 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.

Thanks and regards,

RichPu

[Retired-Ian_]

Hi guys,

Thanks for your posts.

oreleon -  I can see the Sure Signal last made a connection at 18:07 yesterday (Friday).  Can you try a reset for me please?

The details are here: 

-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.

Wrightclick - We do recommend a minimum of 4.13Mbps to get the best out of the Sure Signal. It last connected to our servers on 19/02/2014. Can you try the reset too and let me know how you get on?

richpu - I can see your Sure Signal was registered on 20/02/2014 but hasn't connected to our server.  Is it a new Sure Signal?  I'd recommend trying the reset and let me know how you get on?

Thanks

Ian

[colinreeves]

Living in Shetland power cuts are a fact of life - between 15 and 20 so far this year. I had a version 1 Suresignal which logged back in within 10-15 minutes of power being restored. This burny out with a power pulse so bought a version 3 Suresignal.

This is a pain - it takes many attempts to get it logged back on - can be a couple of days of unplugging it and plugging back in. Power cuts last evening, it has just logged back on mid-aftern oon.

What can I do to increase reliability as it is currently only little better than useless!

Colin

[graham-mac]

Hi,

I have been trying to get my new Sure Signal to work for the last two weeks, but it still seems to be failing to authenticate. Hopefully the following information will enable you to assist.

s/n: 40134721303

Router: Technicolor TG582n - supplied by Plusnet.

Ports forwarded (TCP/UDP): 8, 50, 53, 68, 123, 500, 1723, 4500

Ports forwarded (UDP): 67

Speed test: 13.94 / 0.98

Ping test: Ping 40ms, Jitter 5ms, Line quality A, packet loss 0%

External IP: 31.185.204.21 (various others have been active over the last two weeks since I have dynamic IP)

Traceroute:

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

  1    20 ms    99 ms    99 ms  192.168.0.1
  2    31 ms    32 ms    25 ms  lo0-central10.pcl-ag07.plus.net [195.166.128.188
]
  3    25 ms    25 ms    24 ms  link-a-central10.pcl-gw01.plus.net [212.159.2.18
4]
  4    24 ms    24 ms    28 ms  xe-9-0-0.pcl-cr01.plus.net [212.159.0.216]
  5    24 ms    24 ms    25 ms  xe-11-1-0.edge3.London2.Level3.net [212.187.201.
209]
  6    31 ms    30 ms    31 ms  ae-3-3.ebr1.Paris1.Level3.net [4.69.141.86]
  7    31 ms    30 ms    30 ms  ae-81-81.csw3.Paris1.Level3.net [4.69.161.86]
  8    31 ms    31 ms    31 ms  ae-3-80.edge5.Paris1.Level3.net [4.69.168.136]
  9    40 ms    40 ms    40 ms  CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200.
78]
 10    33 ms    34 ms    33 ms  195.2.9.193
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.

[Retired-Ian_]

Hi guys,

Thanks for getting in touch.

colinreeves - I understand how frutrating it must be with these power cuts. 

They can cause damage to the Sure Signal. I'd suggest using a surge protector lead and plug teh Sure Signal in there.

graham-mac - The Sure Signal isn't reaching our server. Please can you check the the cables from your router to the Sure Signal?

Then do a factory reset following these steps: 

• Unplug the ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Can you run the traceroute again for us and post the results back.

Thanks

Ian

[CScottAxis]

colinreeves

Further to Ian's suggestion of a Surge protector, I suggest you consider going a step further with a UPS, the most basic ones look like a chunky power strip type affair and about £60-70, and if you plugged your internet router and suresignal into it should keep them running for a period of time during the power outages.

https://en.wikipedia.org/wiki/Uninterruptible_power_supply