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

[hamo77]

Still Having issues, can you help? See below for info as requested.

download: 3.94mbps
Upload: 0.65 mbps

Packets lost 0%
Ping: 47ms
Jitter: 4ms

 IPv6 Address. . . . . . . . . . . : 2001:0:5ef5:79fd:2414:3333:4fe
 Link-local IPv6 Address . . . . . : fe80::2414:3333:4fe6:b03c%29

Serial:40132324308


  1     3 ms     1 ms     3 ms  SkyRouter.Home [192
  2    39 ms    39 ms    39 ms  b0194ffe.bb.sky.com
  3    40 ms    37 ms    38 ms  10.245.159.225
  4    47 ms    48 ms    53 ms  02780a5c.bb.sky.com
  5    46 ms    45 ms    47 ms  195.50.122.113
  6    69 ms    67 ms    66 ms  195.50.122.66
  7    66 ms    64 ms    63 ms  85.205.116.10
  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.

[Ben_H]

Hi hamo77,

Thanks for posting your details. All seems good with your traceroute. Who is your ISP and what is your IP address? 

Cheers, Ben

[ireneirvine]

Hi, i recently got a sure signal v3 and have never had it working. I have tried another router, resetting numerous times, changing mtu to 1500, upnp is on.

Details of tests are:

Speed - 6.06 download, 0.38 upload, ping 88ms

Ping test - 67ms, jitter 7ms

IP address - 146.90.211.137

Serial no. - 40132615804

I cant do a traceroute as i am currently trying at a friends.

Can you please check that my IP address is not blocked.

Thank you

[Retired-Dave]

Hi all,

ireneirvine - Are the details you've posted for your connection or your friends? They'd be different for each.

Everything you've posted there looks OK, so I've given the box a resync for you. You'll need to give it a reset:

• Pull 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.
• Re-insert the Ethernet cable 
• The Sure Signal will come online in around 1 hour.

If that doesn't help, the Traceroute will help us look further. 

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

cl-tcom - Those details look fine, so I've given the Sure Signal a resync. Can you also reset the box for me?

If that doesn't help, can you try de-registering the Sure Signal, waiting half an hour and re-registering? This should refresh all the details saved on the system.

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

letsgotothepub - Can you reconfirm that serial number for me? My system shows it hasn't connected to our servers since March. If it worked at a friends since then it should be showing up.

What you've posted looks OK, and I've done a resync just in case, so try the reset mentioned above.

If that fails, try the de-registration I suggested for cl-tom as well.

If that doesn't help, can you check that you have the following ports open for forwarding on the router for me?

 - 8

 - 50

 - 123

 - 500

 - 1723

 - 4500

Also, you need to make sure the following IP ranges are allowed on the router and firewall:

212.183.133.177-179

212.183.133.181-182

212.183.131.128-191

88.82.13.177-179

88.82.13.169-171

88.82.13.183

These should be picked up automatically, but it's best to check.

Dave

[ireneirvine]

Hi Dave,

The details provided was for myself. The sure signal worked perfectly at my friends, this was why i was wondering if our ip address had been blocked. I shall try a reset and if this fails to work i shall post a traceroute.

Cheers

[ireneirvine]

Hi Dave, me again, the re-sync didn't work.

Here's the results of the traceroute, hope this helps:

Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\Lowrie>tracert 212.183.133.177

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

1     4 ms     3 ms     3 ms  192.168.0.1  

2    60 ms    57 ms    67 ms  lo0-central10.ptw-ag02.plus.net [195.166.128.196 ]  

3    59 ms    58 ms    57 ms  link-a-central10.ptw-gw01.plus.net [212.159.2.14 8]  

4    59 ms    57 ms    56 ms  xe-0-2-0.ptw-cr01.plus.net [212.159.0.248]  

5    60 ms    59 ms    66 ms  lndgw2.arcor-ip.net [195.66.224.124]  

6    59 ms    58 ms    58 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.

Trace complete.

C:\Users\Lowrie>

Cheers

[Retired-Andy]

Hi ireneirvine,

Thanks for the traceroute, everything looks fine with it.

Looking at your upload speed from your first post, it’s close to the minimum needed for the Sure Signal to work.

Do you have any other devices sharing your internet connection at the same time?

If you do, can you unplug them and then see if the Sure Signal then works?

If it does, it would suggest your internet connection speed is too low and you’d need to speak with your ISP to get it increased.

Thanks,

Andrew

[ireneirvine]

Hi Andrew,

Sorry about the long wait for the reply, i have been offshore. The only other device sharing the internet connection is our desktop computer and it is turned off most of the time. The upload speed is faster than my friends, where the sure signal worked with no problem so i dont think it could be that. I have tried resetting it numerous times. Are you sure our ip is not blocked?

Thanks,

Irene

[Retired-Kay]

Hi ireneirvine, 

The IP address you supplied in your first post is definitely on our whitelist so this isn't the issue. 

We know it's definitely not a fault with the Sure Signal if it worked at your friend's. Your connection speed is fine is that's all that's connected to it. 

Can you try your Ethernet cable in a different port? I'll also do another resync for you to see if this helps. 

Let me know how you get on,

Kay 

[ireneirvine]

Hi Kay,

Thanks for the reply, i tried resetting the SS again and changing the ethernet port but no joy, same again, internet light flashed for a bit then the usual flashing lights, seems like its not reaching your servers.

Any other suggestions?

Cheers