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

[evoseven777]

i have un-registered the sure signal and re-registered it 24 hours later as you suggested and it is still not working??????

[Ben_H]

Hi folks,

@evoseven777 - As your unit still isn't connecting, please test another Ethernet cable. If this doesn't help, please test the Sure Singal on another internet connection. Doing this at a friend or relatives house for an hour will rule out a fault with the unit.

@266bhr - Are the same lights showing? 

@ChristopherNichols - Which ISP do you use? Has there anything specialist set up recently such as firewalls?

Cheers, 

Ben

[266bhr]

Yes, still the same as original post - in service and in use both orange. Is this error sequence indicative of an IP whitelisting problem as my ISP is PlusNet ?

[Retired-Kay]

Hi 266bhr, 

Your IP address is whitelisted so this isn't the issue. 

Your Sure Signal hasn't connected to our servers since 10 September. Please deregister your account for at least six hours and then re-register. 

If you're still experiencing issues, please try a new Ethernet cable to see if this helps. 

Let me know how you get on. 

Kay

[adrianadrian]

Hi Kay

Other than posting IP address here, how can I tell if my IP has been whitelisted?

The support (WRT165) didn't know what this whitelist was when I asked that question.

thanks

Adrian

[266bhr]

Kay, I connected the VSS to my standby ADSL line (which is Demon) and it worked fine so I guess it will have to stay there. The PlusNet primary is 20Mbit compared with Demon 4Mbit but it looks like public IP was the issue.

[ChristopherNichols]

Hi

We are using BT Infinity and a draytek router.

Thanks

[Retired-Matt_B]

Hi ChristopherNichols,

Please try setting up the Sure Signal in a different location (e.g. home address)

This will rule out any hardware fault with the Sure Signal.

Thanks, 

Matt B

[ChristopherNichols]

Hi

BT is our service provider. I have even replaced the router. Do you have some setup instructions on which ports to open?

Thanks

Chris

[tomb16]

Hi,

Stopped working a day or two ago, restarting doesn't help

Speed Test:

Download 21.54Mb/s

Upload 18.88Mb/s

Ping 17ms

Ping Test:

Ping 28ms

Jitter 1ms

External IP Address:

146.200.8.22

Sure Signal Ser No:

40133811725

Traceroute

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]

  1     3 ms     3 ms     6 ms  dsldevice.lan [192.168.1.254]
  2    15 ms    14 ms    14 ms  lo0.10.central10.ptw-bng01.plus.net [195.166.128.170]
  3    14 ms    14 ms    14 ms  irb.10.ptw-cr01.plus.net [84.93.249.1]
  4    18 ms    18 ms    16 ms  ldngw1.arcor-ip.net [195.66.224.209]
  5    16 ms    16 ms    16 ms  85.205.0.86
  6     *        *        *     Request timed out.

Thanks,
Tom