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

[Robertalanjames]

Hi Phil,

FSN: 40123627651 - is that what you want?

Router is a Netgear DGND3700

Cheers,

Rob

[Retired-PaulE]

Hi Rob, 

I've checked your serial number and your unit hasn't connected with our servers which is why you're having issues now - I've forced a resynch, can you reset your Sure signal again for me and let me know how you get on?

@davew-online, your unit hit our servers at 9:36 last night, but the lgith patterns indicate the unit can't establish a location lock so I've resynched your unit too - as above, can you reset and let us know what happens?

Paul

[Robertalanjames]

Hi Paul,

Done a reset - no jot I'm afraid - still the same symptoms.

Rob

[Retired-Dave]

Hi Robertalanjames,

We'll need to dig a little further then. Can you try the following for me:

 - Ensure the following ports are open for forwarding on the router: 8, 50, 123, 500, 1723, 4500.

 - Check the Maximum Transmission Unit (MTU) setting on the router. This should be set to 1500, or if the router won't allow that then enter the highest setting available.

 - Are you able to try the Sure Signal on an alternate internet connection? If this works there we know the box itself is not faulty. If it was, then no number of other checks would help.

 - Do you have another router you can try on the same connection with the Sure Signal? Again, this helps to see if the issue is linked to the specific router.

Dave

[Robertalanjames]

Thanks Dave,

I'll give it a whirl but I'm away from home this weekend so it won't be until this weekend.

Rob

[simonc4]

Still no joy with my SureSignal so heres a recap so far:

Speed test upload 11.52 mbps, download 0.87 mbps, ping 25ms
Ping test packet loss 0% , ping 19ms ,jitter 1ms
IP 95.172.232.85
Sure Sig Serial 40130436351

C:\Users\SIMON>tracert 212.183.133.177
Tracing route to cluster4.vap.vodafone.co.uk [212.183
over a maximum of 30 hops:
  1     2 ms     1 ms     1 ms  192.168.1.1
  2    18 ms    37 ms    18 ms  lns4.uan.thn.uk.murph
  3    18 ms    17 ms    18 ms  uan-er1.uan.thn.uk.mu
  4    18 ms    18 ms    17 ms  ge2-6-1.cr2.core.thn.
69]
  5    22 ms    17 ms    20 ms  ge1-2-1.crs1.core.thn
.45]
  6    21 ms    18 ms    19 ms  te2-3.cr05.tn5.bb.gxn
  7    22 ms    20 ms    20 ms  LNDGW2.arcor-ip.net [
  8    19 ms    18 ms    18 ms  85.205.116.10
  9     *        *        *     Request timed out.

Swapped cable = no effect
Swapped port = no effect
Disabled firewall completely = no effect
Router works fine with other systems such as remote access cctv, etc.
Manually allocated internal ip to surestart = it shows in the ARP table so is recognised by router
Manually opened ports: 8, 50, 123, 500, 4500.
Tried resetting SureSignal, doesn't work, held reset button for over a minute and nothing happens.

Sure Signal keeps trying and I see Power on, Internet - flashing white, Service off, Inuse off. This happens every few minutes then goes back to Power - flashing, Internet - off, In Service - orange, In Use - orange. Cable lights are green steady and yellow very slight flashing.

Your advice requested?

[norwichlee]

Hello!,

We're having the same problems with our SS.... the box indicates it is trying to connect with the flashing 'Internet' light. then then fails then goes to a flashing power light and orange service and user lights..

Details below:

Speed Results:
18.8Mb down
1Mb up
ping 10ms

Ping Test:
ping 22ms
Jitter 9ms

Suresignal Number:
40130607423

My IP Address:
82.68.116.155

Trace Results:
C:\Users\l.cheung>tracert 212.183.133.177

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

  1     1 ms     1 ms     2 ms  192.168.1.5
  2     3 ms     8 ms     3 ms  82-68-116-158.dsl.in-addr.zen.co.uk [82.68.116.1
58]
  3    16 ms    16 ms   104 ms  losubs.subs.dsl1.th-lon.zen.net.uk [62.3.84.17]

  4    17 ms    19 ms    14 ms  ge-0-0-0-113.cr2.th-lon.zen.net.uk [62.3.84.181]

  5    18 ms    20 ms    20 ms  lndgw2.arcor-ip.net [195.66.224.124]
  6    18 ms    27 ms    26 ms  85.205.116.10
  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.

Thanks for your help!

[r_o_roberts]

Folks,

I have the same issue as indicated in this thread - requested details are as follows:

Speed test results: Down = 3.45Mbps, Up = 0.76Mbps
Ping test result was 37ms
External IP address is 94.11.178.246

Sure Signal serial number: 40132122470

The results of a traceroute:

Last login: Wed Aug 28 23:05:45 on console
unknown:~ RichardRoberts$ traceroute 212.183.133.177
traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 52 byte packets
1 skyrouter (192.168.0.1) 4.006 ms 1.101 ms 0.839 ms
2 5e0bb2fe.bb.sky.com (94.11.178.254) 25.790 ms 25.856 ms 27.323 ms
3 * * *
4 ip-89-200-132-224.ov.easynet.net (89.200.132.224) 38.958 ms 34.013 ms 40.012 ms
5 027809ab.bb.sky.com (2.120.9.171) 39.025 ms 35.851 ms 39.300 ms
6 195.50.122.113 (195.50.122.113) 32.674 ms 34.486 ms 31.260 ms
7 195.50.122.66 (195.50.122.66) 49.768 ms 49.149 ms 48.153 ms
8 85.205.116.6 (85.205.116.6) 50.828 ms 51.368 ms 50.722 ms
9 * * *
10 * * *
11 * * *
12 * * *
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Any help really appreciated! Tried everything already recommended in this forum, so am now all out of ideas....

Thanks in advance,

Richard

[r_o_roberts]

Spooky.

All is now working perfectly it seems - if you did anything in the background, then thank you so much.

Richard

[Ben_H]

Hi folks,

Stu_Mil and r_o_roberts - I'm glad to see all is working as it should again now. If you've followed the troubleshooter previously, it can take up to an hour for the unit to come back online fully.

StewartEbbins - I'm performing a manual resynchronisation for you from this end. Can you perform a rest and leave the unit to come back on for an hour. If that doesn't work, could I grab your IP address? 

PulterFarm - We can chalk that up to the 'win' column!

whiphaven - It looks like your registration didn't complete fully. Everything in your report checks out OK so I'm manually synchronising your Sure Signal now. Can you reset it for me to complete this? It'll take around an hour to come back online.

johnedge - I'm glad to hear it! If you ever need another, feel free to let us know.

dave55 - Your unit appears to have realigned yesterday just before 6pm. Is yours now working OK again as a result? If not, which BT Homehub are you using?

shaw007 - You can hit 'Topic Options' in the top left to 'Unsubscribe'.

mhayler - This is something your ISP can advise on further as we won't have details on the cause here.

Cheers, Ben