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

[colinreeves]

CScottAxis

I have been thinking of a UPS for a while - think this may have spurred me into getting one!

Thanks

[WrightClick]

Hi Ian,

The reset procedure doesn't really seem to work... When it was in the flashing power, internet off, in service orange, in use orange state, I held down the button for 30 seconds and nothing happened. I continued to hold it down for over a minute and nothing happened still. After giving up with that, I unplugged it, plugged it back in and the power light came on steady, then the internet light faded on and off white. Less than a minute later, it reverted to the error state. Tried the reset procedure again, same result (ie. nothing). If I hold the reset button for a few seconds and release it, it seems to reboot the unit.

I rely on this unit to get signal in my office and it's failed after less than 6 months. I need a solution to get me up and running again ASAP please.

Thanks,

Richard

[Ben_H]

Hi folks,

Richard and graham-mac - To reset a version 3 Sure Signal:

• Unplug the ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

thejayster7 - Your unit hasn't connected to our servers for a few days so I'm going to push a manual sync through from this end. Can you reset your device to complete the action?

Cheers, Ben

[thejayster7]

Hi Ben

Think the only time the SS has connecting was at a different location with a different router setup.  At the required location the SS seems to always have the two orange lights on and flashing power however long I leave it.

Is there anything I should check on the router config or any tests to check the required ports are open. 

Thanks

[Retired-Dave]

Hi guys,

thejayster7 - That suggests the issue is with your connection or set-up.

I've double-checked the results of your traceroute and you're not reaching our servers. You'll need to contact your service provider to see if there's anything blocking the connection.

WrightClick - That IP address is on the whitelist, so that's not the issue.

Apologies for the confusion with the reset procedure. I've updated the earlier post to correct this for anyone else reading this thread.

Please follow these steps instead:

• Unplug the ethernet cable from the Sure Signal
• 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
• Plug the cable back in
• Allow around one hour for the Sure Signal to come back online.

Dave

[WrightClick]

Hi Dave,

I've been in and out of the office a bit today. It connected fine when I forced our router to route traffic for the VSS via Eclipse, but still fails to this error state within a minute if I change the configuration back to Zen. I guess I'll just have to leave it on Eclipse, as I can't spend any more time trying to work out why this is happening. The Eclipse connection has a slower sync rate and a lot of FTP activity going on, so the call quality won't be as good, but I'll just have to see how it goes.

Cheers,

Richard

[WrightClick]

Ben,

The reset procedure you've just said for a Version 3 VSS does nothing either. However, what I've just done is alter the routing configuration on our Draytek ADSL router, so that traffic for the VSS is routed through our Eclipse ADSL connection (which has a lot of data downloads going on), rather than our faster Zen one. The internet light is now fading up and down for a lot longer than it was on the Zen connection, so I suspect that our Zen IP address may be blacklisted (or not whitelisted) by yourselves. Please could you check 82.71.61.13 as I really need it running on that connection if possible.

Thanks,

Richard

[graham-mac]

Hi Ben,

I have followed your reset instructions, but I'm not sure it has done anything. Is there some indication that a reset has been performed? At the moment I don't see any behaviour different from simply turning the VSS off and on again.

I also tried following the alternative reset instructions. However, no matter how long I hold the reset button for the lights don't alter; the same error sequece of flashing power and steady orange In Service and In Use continues.

Do the other things (traceroute and external IP address) look ok?

Regards,

Graham

[graham-mac]

Hi Ian,

Thanks for the reply. However, your instructions for executing a reset don't seem to correspond to the v3 Sure Signal as it doesn't have a power lead. For some reason you gave a different set of instructions to WrightClick. Similarly to WrightClick I find that starting with the current error condition if I hold the reset button down nothing happens until I release it, at which point the Sure Signal appears to reboot and in a few minutes is back to the error condition again.

Could we please have a definitive set of instructions to reset a v3 Sure Signal?

The cable from the Sure Signal to the router looks fine, I get a 'connected' light on both of the ethernet ports, and they each blink to indicate traffic.

Where do we go from here?

[graham-mac]

Hi Ian,

Following up on my own post here's another traceroute as requested;

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

  1    30 ms    99 ms    99 ms  192.168.0.1
  2    26 ms    24 ms    29 ms  lo0-central10.ptw-ag02.plus.net [195.166.128.196
]
  3    25 ms    25 ms    25 ms  link-a-central10.ptw-gw01.plus.net [212.159.2.14
8]
  4    24 ms    24 ms    24 ms  xe-0-2-0.ptw-cr01.plus.net [212.159.0.248]
  5   142 ms   224 ms   207 ms  te-4-2.car5.London1.Level3.net [217.163.45.249]

  6    24 ms    25 ms    24 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]

  7    25 ms    24 ms    25 ms  ae-228-3604.edge3.London1.Level3.net [4.69.166.1
58]
  8    25 ms    24 ms    24 ms  CABLE-WIREL.edge3.London1.Level3.net [195.50.124
.138]
  9    25 ms    25 ms    25 ms  195.2.30.61
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15  ^C

Also, regarding the connectivity between the VSS and my router. Shortly after powering on the VSS I can see that my DHCP server has given the allocated local IP address to the VSS MAC address, and I can ping the VSS from my desktop, so I believe the connectivity on my internal network is good.