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

[PAB230]

Hi,

Wondered if you can help. I seem to have the same problem as the other on here in that the Sure Signal (Alcatel -Lucent 9361 Home Cell p3.0) will not connect. I just get the power light flashing and the user light (orange) stays on solid.

Your speed test results = Virgin broadband - Download 62Mg - upload 2.97Mg
Your ping test results = 19ms
Your external IP address = 82.9.132.217

Your Sure Signal serial number: 40132136702

Windows 8.1 PC OS

The results of a traceroute.

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Paul Home>tracert 212.183.133.177

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

  1    19 ms    12 ms    10 ms  cpc14-farn5-2-0-gw.6-2.cable.virginm.net [82.9.132.1]
  2     8 ms    12 ms     9 ms  glfd-core-2a-ae3-3919.network.virginmedia.net [80.4.31.17]
  3    11 ms    10 ms     9 ms  brnt-bb-1a-ae17-0.network.virginmedia.net [62.253.174.89]
  4    85 ms    46 ms    11 ms  brnt-bb-2a-ae2-0.network.virginmedia.net [62.254.42.97]
  5     *       12 ms    13 ms  brnt-bb-1c-ae1-0.network.virginmedia.net [62.254.42.102]
  6    11 ms    15 ms    11 ms  195.2.9.149
  7    11 ms    10 ms     9 ms  ae15-xcr1.lns.cw.net [195.2.30.114]
  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.

Trace complete.

C:\Users\Paul Home>

[Balmaiden]

Just got my VSS V3 and am having the same problem. Power light comes on, Internet light flashes 8-10 times. Powere light starts flashing and the two right indicators are steady orange. 

Speed test: Ping 33 ms; Download 2.71 mbps; Upload 0.71 mbps

Ping Test: 39 ms

IP 87.115.112.18

Serial No 42141214363

Traceroute : 

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 192.168.0.1
2 45 ms 33 ms 98 ms lo0-central10.pcl-ag02.plus.net [195.166.128.183]
3 34 ms 34 ms 34 ms link-a-central10.pcl-gw01.plus.net [212.159.2.164]
4 33 ms 33 ms 34 ms xe-10-1-0.pcl-cr01.plus.net [212.159.0.196]
5 33 ms 34 ms 33 ms xe-11-2-0.edge3.London2.Level3.net [212.187.201.213]
6 40 ms 40 ms 41 ms vl-3201-ve-128.ebr2.London2.Level3.net [4.69.202.177]
7 41 ms 40 ms 40 ms ae-41-41.ebr1.Paris1.Level3.net [4.69.159.82]
8 40 ms 40 ms 40 ms ae-81-81.csw3.Paris1.Level3.net [4.69.161.86]
9 39 ms 41 ms 39 ms ae-3-80.edge5.Paris1.Level3.net [4.69.168.136]
10 50 ms 73 ms 49 ms CABLE-WIREL.edge5.Paris1.Level3.net [212.73.200.42]
11 42 ms 41 ms 43 ms 195.2.9.193
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.

Trace complete.

Help would be greatly appreciated.

[PAB230]

Hi,

I still have the same problem, no change.

Any other ideas?

Regards

Paul

[DaveCD]

Hi PAB230, AdrianRoberts and Balmaiden

I've resynched your devices to clear any bugs that may be present.

Please try using a different Ethernet cable and resetting the Sure Signal.

Press and hold the reset button for 10 seconds will factory reset the device. This will trigger the software reload and profile sync to the Femto.

If you're still experiencing difficulties, please try the unit at another location such as a friend or family members.

DaveCD

[AdrianRoberts]

Thanks for the fast response. Unfortunately having done that there's no change: the same lights.

What next?

Adrian

[Balmaiden]

Same as Afrian above. Still the same lights pattern. I am expecting fibre connection in 2 weeks. Perhaps speed and/or a different router will make the difference. I suspect an incompatablility with the DGND3700 router which has already allocated Port 4500 elsewhere.

[AdrianRoberts]

Tried a couple more times and the Sure Signal kept going from the lights as before, to re-starting. It did this a few times and now seems to be working normally.

Fingers crossed.

Cheers,

Adrian

[AdrianRoberts]

I seem to be having the same problem again, after a few days of working OK. It seemed to have happened after the router lost contact with my ISP temporarily, but everthing else is working fine after a router re-start, just the Sure Signal not connecting (lights as before).

Sometimes after a re-set (or power off and on) of the Sure Signal, nothing happens: no lights come on, there's no status lights by the ethernet port, etc. It seems to need unplugging, leaving a fgew seconds, then plugging back in again.

Could you re-set again at your end and see if we can get it back working again?

Thanks,

Adrian

[Sukhi]

Hi uberNoobZA

As it's been a couple of days since the SS connected to our services, please try a factory reset.

VSS Factory Reset

• Hold the reset button till all the lights come on or flash (about 30 seconds)
• Keeping the rest button held, remove and re-insert the power lead
• Once all the lights come on or flash, release the reset button
• The VSS should come online within the hour

macSteep & cookson133 & AdrianRoberts & PAB230- Could you all do the same? If that does not help, please test the SS at a different location. If that fails the next step would be a repair.

Thanks

Sukhi

[AdrianRoberts]

Thanks for the reply, Sukhi, but (as has been noted by others) those instructions do not work. On the v3 Sure Signal, holding the reset button doesn't cause lights to go out; one has to release the button for anything to happen. Also, there's no power cable, so the instructions are clearly not for this device.

I have tried holding reset for 30 seconds and then letting go. I've also tried this without letting go and turning the power off and on. Nothing has changed: I still have the same error lights.

What next?

(Trying at another location is not practical and what would that achieve? The Sure Signal was working fine for months before recent problems)

Adrian