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

[Ibuswell]

Hi Sukhi

I've checked the ports again and tried different cables - all three VSS fail in exactly the same way. Could you reset them at your end to see if this makes any difference ?

Thanks

[drpopylofticus]

Hi could you have a look at mine please? Results from tests are below:

Speed test:

Ping: 27ms

Down:17.47

Up: 3.68

Pingtest:

27ms

External IP:

V4: 146.200.67.84

V6: ffff:92c8:4354

Tracert:

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  dsldevice.lan [192.168.1.254]
  2    24 ms    24 ms    23 ms  lo0.10.central10.ptw-bng01.plus.net [195.166.128
.170]
  3    26 ms    26 ms    25 ms  irb.10.ptw-cr01.plus.net [84.93.249.1]
  4    27 ms    29 ms    25 ms  ldngw1.arcor-ip.net [195.66.224.209]
  5    25 ms    25 ms    30 ms  85.205.0.93
  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.

I guess the timeouts are the problem - but it's been working fine for months until now. Any idea what this might be?

Thanks.

[Sukhi]

Hi drpopylofticus,

Could you please also provide me with your Sure Signal serial number? This will be on the back :).

Thanks,

Sukhi

[drpopylofticus]

Hi Sukhi, thanks for getting back to me. After I posted this, I phoned the support number and they said they would re-sync it. If you're willing to have a look anyway, the serial number is: 40132319571.

Many thanks.

[Retired-Ian_]

Hi drpopylofticus,

I can see the resync was successful.

To complete it, follow these instructions:

1. Find the button on the base of the unit next to the Ethernet ports
2.          Press and hold the button for approximately 30 seconds
3.          Once the lights come back on, release the button
4.          The Sure Signal will come online in around one hour

Thanks.

Hi lbuswell,

I've checked the Sure Signal's and everything seems to be fine.

To rule out an issue with the ISP, please try them at a different location, ideally with a different ISP.

Thanks,

Ian

[pretzl]

my sure signal suddenly stopped working. Has been ok for a year. speed test 70.51 ping test 13ms external IP address 146.200.152.135 serial no 42141215626 I have run the traceroute but have been unable to paste the result. Can you help without that info? If not please could you tell me exactly how I can paste the results from the black box. Thank you.

[pretzl]

sorry The re boot has now done the trick. Thanks.

[Retired-Sarah]

Hi pretzl,

That’s great news.

Let us know if you need any further help.

Thanks,

Sarah

[evoseven777]

my sure signal is not working????

Speedtest: Download 31.36Mbps Upload 9.09Mbps

Pingtest: Line quality: b* Ping: 40ms Jitter: 23ms Packet loss: unable to test

IP Address: 78.32.197.214

Serial Number: 40134708607

1 1ms 1ms 6ms Vigor.router [192.168.1.1]

2 17ms 17ms 17ms lns23.the.dsl.enta.net [188.39.0.50]

3 17ms 16ms 17ms gil-13.the.dist.dsl.enta.net [188.39.0.50]

4 16ms 19ms 17ms te2-2.telehouse-east3.dsl.enta.net [78.33.141.81]

5 17ms 16ms 20ms te5-6.telehouse-east2.core.enta.net [62.249.192.125]

6 17ms 17ms 17ms te4-4.teleouse-east.core.enta.net [188.39.127.75]

7 18ms 22ms 18ms lndgw2.arcor-ip.net [195.66.224.124]

8 18ms 18ms 18ms 85.205.0.93

9 * * * Request timed out.

Same result up to 30

[266bhr]

I have the above symptoms - flashing power, In Service and In Use orange after a local power cut. Reset and power on/off have not helped. Grateful if this can be resolved as I am cut off from work phone whilst this is offline.

Serial #: 40134951801

Speed test:

Ping Test:

External IP:

80.189.5.65

Traceroute:

$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
 1  192.168.1.1 (192.168.1.1)  1.743 ms  0.747 ms  1.086 ms
 2  lo0.10.central10.pcl-bng02.plus.net (195.166.130.151)  25.775 ms  26.906 ms  25.868 ms
 3  irb.10.pcl-cr02.plus.net (84.93.249.82)  26.237 ms  27.231 ms
    irb.10.pcl-cr01.plus.net (84.93.249.81)  29.415 ms
 4  ae2.pcl-cr01.plus.net (195.166.129.6)  26.253 ms
    ae1.ptw-cr01.plus.net (195.166.129.0)  26.329 ms
    ae1.ptw-cr02.plus.net (195.166.129.2)  27.484 ms
 5  ldngw1.arcor-ip.net (195.66.224.209)  33.697 ms  29.858 ms
    ae2.ptw-cr01.plus.net (195.166.129.4)  26.421 ms
 6  85.205.0.93 (85.205.0.93)  28.106 ms
    ldngw1.arcor-ip.net (195.66.224.209)  27.936 ms  27.524 ms
 7  * * 85.205.0.93 (85.205.0.93)  29.647 ms
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