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 all,

graham-mac - The check on an alternate connection is to see if the Sure Signal works there. If it does, we know to focus on the connection and settings.

The store won't be able to test it as they don't have a suitable connection and the instore coverage is usually boosted by a small cell for phone demonstration purposes.

It looks like the reset instructions given previously were for the earlier version of the Sure Signal. Apologies for this error - I'll update the thread to avoid any confusion.

For a version 3 unit, please follow 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.

Let us know if these help.

wyledeyola - For the Sure Signal to work properly, each step of the traceroute needs to have a time of less than 200ms.

Looking at yours, almost every step is going over this. You'd need to speak to your ISP (Internet Service Provider) so they can see why this is happening. 

I'd also check that your MTU (Maximum Transmission unit) on the router is set high enough. This is another common reason for poor voice quality.

Ideally, this needs to be at 1500. If yours won't go that high, set it to the highest available.

Dave

[Roker]

VSS3 through a Vigor 2820n (latest firmware) on BT FTTC.  MTU 1492.  VSS3 IP DHCP reservation.  I've tried dmz, opening ports, forwarding ports, telnetted in and enabled ipsec passthrough, all vpn capabilities disabled, strict firewall disabled.  Can't get past this point.  Alternative connection (TT FTTC) tested ok with a WNDR4000 (05/03/14 c5pm).

Speed Test:

Download 36.77Mb/s

Upload 8.36Mb/s

Ping 18ms

Ping Test:

Ping 39ms

Jitter 2ms

External IP Address:

81.149.223.20

Sure Signal Ser No:

40133634937

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  192.168.1.254

  2    64 ms    65 ms    67 ms  host81-139-128-1.in-addr.btopenworld.com [81.139.128.1]

  3    12 ms    13 ms    13 ms  213.120.178.141

  4    13 ms    13 ms    13 ms  213.120.177.98

  5    69 ms    70 ms    69 ms  217.41.168.185

  6    46 ms    13 ms    13 ms  217.41.168.107

  7    13 ms    13 ms    16 ms  109.159.249.106

  8    66 ms    63 ms    64 ms  core1-te0-7-0-6.faraday.ukcore.bt.net [109.159.249.19]

  9    61 ms    61 ms    63 ms  peer2-xe8-1-1.telehouse.ukcore.bt.net [109.159.255.103]

 10    16 ms    16 ms    16 ms  166-49-211-192.eu.bt.net [166.49.211.192]

 11    67 ms    69 ms    69 ms  166-49-211-254.eu.bt.net [166.49.211.254]

 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.

 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.

Any help would be appreciated. 

Thanks, Rok.

[ChriX]

Hi Ian - my ISP here at the office where I am trying to setup the V3 is Entanet (FTTC). I have the same connection from the same provider at home where I have a V1 and have not had any major issues with it. Any help appreciated as have now had the unit for a couple of weeks and still nothing! Kind regards, Chris

[wyledeyola]

Hi,

Been using the VSS 3 for sometime and I've recently been getting complaints about poor voice quality during calls, I have the above symptoms. I have conducted the tests as per your trouble shooting guide and the results are as follows:

Speed Test:

Download 11.28Mb/s

Upload 0.78Mb/s

Ping 15ms

Ping Test:

Ping 64ms

Jitter 35ms

External IP Address:

92.24.25.248

Sure Signal Ser No:

40133470589

Traceroute Results:

Last login: Sat Mar 1 18:44:26 on ttys000
louise-smiths-imac-4:~ wyledeyola$ 'traceroute 212.183.133.177'
-bash: traceroute 212.183.133.177: command not found
louise-smiths-imac-4:~ wyledeyola$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 192.168.2.1 (192.168.2.1) 1.083 ms 0.697 ms 0.670 ms
2 host-92-24-16-1.ppp.as43234.net (92.24.16.1) 470.885 ms 533.397 ms 570.106 ms
3 host-78-151-238-209.as13285.net (78.151.238.209) 581.218 ms 538.014 ms 604.106 ms
4 host-78-151-238-220.as13285.net (78.151.238.220) 628.009 ms
host-78-151-238-216.as13285.net (78.151.238.216) 598.823 ms
host-78-151-238-212.as13285.net (78.151.238.212) 609.672 ms
5 host-78-144-1-16.as13285.net (78.144.1.16) 474.639 ms
host-78-144-1-48.as13285.net (78.144.1.48) 15.473 ms
host-78-144-1-28.as13285.net (78.144.1.28) 107.589 ms
6 xe-10-0-1-xcr1.lsw.cw.net (166.63.217.37) 329.835 ms 356.172 ms 344.268 ms
7 ae12-xcr1.lns.cw.net (195.2.28.26) 308.184 ms * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 * * *
30 * * *
31 * * *
32 * * *
33 * * *
34 * * *
35 * * *
36 * * *
37 * * *
38 * * *
39 * * *
40 * * *
41 * * *
42 * * *
43 * * *
44 * * *
45 * * *
46 * * *
47 * * *
48 * * *
49 * * *
50 * * *
51 * * *
52 * * *
53 * * *
54 * * *
55 * * *
56 * * *
57 * * *
58 * * *
59 * * *
60 * * *
61 * * *
62 * * *
63 * * *
64 * * *
louise-smiths-imac-4:~ wyledeyola$

[pmartin800]

Hi there, I have a flashing red power light and two amber static lights on the right side. I have the VM superhub (business), this has just been reset. The sure signal has been intermittent over the past couple of months. I did change the VSS location address in my account earlier today. I have tried reboots but still no joy.

Speed Test:

Download 48.22Mb/s

Upload 5.39Mb/s

Ping 22ms

Ping Test:

Ping 40ms

Jitter 6ms

External IP Address:

81.110.47.1

Sure Signal Ser No:

40132732823

Traceroute Results:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Paul>tracert 212.183.133.177

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

  1     *        *        *     Request timed out.
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 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.
 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.

[Retired-James]

Hi Guys,

Thanks for your posts.

@ Roker – If you enable the VPN capabilities, it will then allow the Sure Signal to create the VPN tunnel it needs to connect to the server.

@ ChriX – If this is the office, does it have a corporate firewall?

Are you using the same router at home and in the office?

Are you able to try the V3 on your home network to rule out a faulty Sure Signal?

@ pmartin800 – Can you take a look at this thread for help with the Virgin Media Super Hub and let me know how you get on?

James

[pmartin800]

Thanks James,

earlier i noticed that my super hub firewall protection was on medium, when i lowered it to low the VSS came back on ok.

I have also implemented the measures you suggested and will see how it goes and update.

Paul

[pmartin800]

update. With the VM hub on low and settings implemented as instructed all has been fine with my VSS, last night I also set the VM hub firewall back to Medium and all seems to be fine so far

[Roker]

Update:

2820 on TT FTTC works fine (VSS IP reservation added to DMZ, Ipsec passthrough NOT required to be enabled)

2820 on BT FTTC does not!  I see there are many references to BT Infinity in the forums......

Rok.

[Retired-Ian_]

Hi guys,

Roker - I can see the Sure Signal connected to the server yesterday morning at 9:02am. Also There was a change of location on 06/03/2014. was this due to the issues you're having?

RichardDell - Thanks for supplying this. We normally look for a download minimum speed of 4.03Mbps. Your Sure Signal last made contact with the server on 26/02/2014. 

Is it possible for you to try a different Ethernet cable please?

LSDWho -  Everything looks ok on the information you supplied.  Can you try to reset the Sure Signal please?

Thanks

Ian