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

[cavezzale]

Hi Techs

I have a suresignal V3 (well two now) and it was working a week ago, and had been for approximately 3 weeks, but then it just stopped and started flashing the power light, and the "service" and "in use" lights went solid orange, nothing had changed on the network to cause this.

I got hold of another SS V3 and it registers in the vodafone portal, but does exactly the same light sequence.

I put both on another internet connection, and both worked perfectly, yet both connections have exactly the same router/firewall configuration, although they have different ISPs.

The connection where they need to work is an ADSL with a static IP. I have assigned the SS an internal static IP using a dhcp reservation, and have added NAT rules for UDP and TCP on the appropriate ports.

I have also enabled UPnP on the firewall.

I can see connections from the SS going out to various IP addresses.

88.82.13.180

88.82.13.173

(and quite oddly, a connection going from the SS IP back to itself (unless I'm reading it wrong) on ports 123 and 500

I also un-registered and re-registered both of them from the connection they need to work on, and they have succesfully registered, so there is definately some level of communication that is working.

Here are the standard diagnostics....

Sure Signal Version - Version 3 (3 Pin Plug Integrated)

Speed Test - 1.68MB Down 0.75 Up

IP Address (Static) - 46.37.55.157

Ping Test - 17ms Ping + 1ms Jitter

Serial Number - 40131012383 and/or 40131003192

Trace Route Results -

>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 <1 ms 192.168.1.254

2 37 ms 16 ms 15 ms vi1-thn-lns06.cerberus.net.uk [46.37.56.2]

3 15 ms 15 ms 15 ms eth8-thn-gw02.cerberus.net.uk [46.37.32.217]

4 15 ms 16 ms 15 ms ge-1-0-11.rt0.thn.uk.goscomb.net [93.89.94.161]

5 17 ms 18 ms 19 ms lndgw2.arcor-ip.net [195.66.224.124]

6 17 ms 16 ms 17 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.

[Retired-Dave]

Hi all,

Smitling – If the connection comes and goes at random times, I’d suspect that the latency may be returning sporadically. It may still be worth speaking with your ISP.

Just to rule out a few other things, can you try the Sure Signal in a different port of your router and with a different Ethernet cable?

Similarly, if you have an alternate router to hand, give that a go in case the problem lies there.

Check these ports are open for forwarding – 8, 50, 123, 500, 1723, 4500

Also, check the Maximum Transmission Unit (MTU) is set to 1500. If it won’t go that high, set it to the highest value available.

As the connection started and stopped since the last resync, I’ve done another one, so can you reset again to pick this up?

----------------------------

Jromaines – Our system shows the Sure Signal connected again this morning. Is this working now?

----------------------------

Cavezalle – If both boxes fail on your connection but work on a different one, this would point the finger at something other than the box.

Did you use the same router in both cases? If so, you’d need to speak with the ISP to see what is causing the issue.

I’ve done a resync of both just in case it will make a difference. Can you do a factory reset of each to pick this up?

• 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.
• The Sure Signal will come online in around 1 hour.

Dave

[Jromaines]

Hi Dave,

Yes it was working yesterday (following another reset) up until around 10am this morning when I'm back to just the power light and the first icon lit orange.

Thanks

[Retired-Andy]

Hi Jromaines,

I’ve checked your serial number and it connected to our servers this morning at 02:10. Is everything now working again for you?

Hi Steve0819,

The initial light sequence you saw showed that the IP connectivity set up had failed, whilst the second shows that the Sure Signal authentication has failed with the Vodafone network.

Your IP address is on our whitelist and everything is fine with your traceroute, speedtest and ping test.

I’ve checked your Sure Signal serial number and it hasn’t connected to our servers since 25 June at 11:43.

Are you able to try the unit in a different location (a family member, friend etc)?

If the Sure Signal works there, it would indicate that there’s something in your current set up that’s preventing it from maintaining a stable connection to our servers.

Let me know how you go on.

Hi mrfrazer,

If the unit is running hot, does it have enough space around it to allow the flow of air?

The solid red power light means that the unit is powered on and is has no hardware faults.

I’ve checked and your Sure Signal connected to our servers last night at 23:43, is it now working correctly for you?

To make sure your Sure Signal is as up to date as possible, I’ve just performed a resync for you. To make sure the resync completes, can you perform a factory reset:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

Let me know how you go on.

Thanks,

Andrew

[Jromaines]

Hi,

I've had to reboot it again around 10am as all I had was the power light and the icon next to it lit orange. Seem to have to reboot this thing every day at the moment.

Thanks

[Jromaines]

Hi,

Just to say that since my last post yesterday I've had to reset the device twice - in 24 hours!! What needs to be done to get this working as it's ridiculous the amount of time I am wasting trying to get this device working. Up until 4 months ago there was never a problem with Vodafone coverage in the area now it's practically unusable.

Thanks

[Jromaines]

And again it's gone off and needed to be reset - lasted just over an hour this time...

[Jromaines]

And again it's gone off!

[Jromaines]

Sure signal has needed yet another reset. This device is completely unreliable!!

[Jenny]

Hi Jromaines,

It sounds like there may be a compatibility issue with the Sure Signal and your router.

I’d recommend trying the Sure Signal on a different connection (using a different router), or try using a different router on your connection.

This will help us determine if it is a router compatibility issue.

Thanks

Jenny