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

[DaveCD]

@jasryan 

Sorry to see you're having difficulties. Contact Vodafone Ireland and they'll be able to assist you with this.

@srdegnan 

The lights indicate that the Sure Signal has failed to authenticate on our network.

This could be due to a location change (by the ISP) but this doesn't appear to be the case.

Please try with a different Ethernet cable and let us know if you see any changes.

DaveCD

[srdegnan]

Strangely - seems to have kicked back into life whilst I've been out today! Haven't done anything!

[Jenny]

Hi @sja568

I’m pleased this has started working again now.

Everything you’ve posted looks fine – let us know if you need any further help.

Thanks,

Jenny

[Island_Ian]

Hi Jenny

I have just noticed your post.  Please see later posts by Mark and me.  What is the solution to our problem please?

Island_Ian

[Retired-Laura]

Hi guys,

@Island_Ian – Welcome to the eForum.

So we can make sure that we have all the correct information, please let us know your external IP address, also which internet service provider you use.

@Ian_MFRL – Welcome to the eForum.

Please make sure that the Smart Set up is turned off on the router.

Can you also try a different power pack and Ethernet cable.

Cheers,

Laura

[Island_Ian]

Hi Laura

My external IP address is 82.153.6.193

My ISP is Eclipse Internet

Hope that helps

Regards

Island_Ian

[Ian_MFRL]

Hi Laura,
Changing the ethernet cable has made no difference.
I need to get our IT support guys to confirm about the router setup.
Will check and get back to you.
Thanks Ian

[Retired-Matt_B]

Hi @Island_Ian,

As the Sure Signal is working with at a different address, this rules out any hardware fault.

The issue will lie with your connection and we cannot support this. You'd need to speak with your provider to ensure that the connection can support a Sure Signal.

Thanks,

Matt

[dodgy]

Hi,

i too have a new SureSignal device. I am a Virgin media cable customer with a "superhub". I have read a number of forums both here and on the VM site. Every thing seems to require the following:

Reserve a DHCP address for the SS box - I have done this and it shows up as reserved in the GUI and rebooted everything

Set the SecureSec to enabled 

open a number of ports 

ssbox8 8 TCP&UDP 192.168.xxx.13
ssbox50 50 TCP&UDP 192.168.xxx.13
ssbox53 53 TCP&UDP 192.168.xxx.13
ssbox67 67 UDP 192.168.xxx.13
ssbox68 68 UDP 192.168.xxx.13
ssbox123 123 UDP 192.168.xxx.13
ssbox500 500 UDP 192.168.xxx.13
ssbox1723 1723 TCP&UDP 192.168.xxx.13
ssbox4500 4500 UDP 192.168.xxx.13
ssbox33434 33434..33445 UDP 192.168.xxx.13
ssbox11675 11675 TCP&UDP 192.168.xxx.13

Power cycled every thing a few times. Did a reset on the SS box holding the reset button and power cycle then released

SS device serial number is 42150257600

Still does the same

Any ideas what to do next?

[Ian_MFRL]

Hi,

I'm also stuck. I'm not technical and I'm getting some info that the Vodafone website says about Sure Signal:

It works with the majority of broadband providers and most routers. However, not all are compatible with Sure Signal. Don’t worry, you’ve got seven days to return it to us if it’s not.

Just so you know, Sure Signal doesn’t work with satellite broadband, WiMax, bonded lines, or secure firewalls.

We don't have bonded lines as such but do have 2 lines with a load balancing router and this appears to be an issue.

Not sure how your superhiub would be classified...

Hoppe this is of some help.

Ian