Version 3 VSS not connecting

[stephen_davies]

Hi All, 

My Suresignal V3 is no longer connecting to the internet, I just get a static powerlight and a flashing Internet light. 

My VSSv3 serial number is 40130415959

My IP is 91.135.12.214

My connection speed is 4.80 Mbps Down, 0.68 Up and 65 ms ping.

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 192.168.8.1
2 30 ms 29 ms 30 ms telehouse-gw4-lo1.idnet.net [212.69.63.98]
3 30 ms 31 ms 30 ms telehouse-gw6-gi3-401.idnet.net [212.69.63.182]

4 32 ms 34 ms 34 ms ldngw1.arcor-ip.net [195.66.224.209]
5 31 ms 32 ms 31 ms 85.205.116.6
6 * * * Request timed out.
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.

The suresignal has a static IP on my local network and that IP is configured on the router to allow all incoming traffic to it. All outgoing traffic is unfiltered and unblocked.

I can see in the router logs connections begin made to 212.183.131.131:4500

[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:23
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:22
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:21
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:20
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:20
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:20
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:16
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:15
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:16:14
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:23
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:17
[Any(ALL) rule match] from 192.168.8.4:4500 to 212.183.131.131:4500 Friday, August 16,2013 10:13:16

Any help to get this resolved would be greatly received as this has now been down for around a week.

Thanks 

Stephen

[Retired-Andy]

Hi Neal,

I can’t see any attachments for your traceroute.

I’ve checked your serial number and can see that it connected to our servers today at 03:23, are you still seeing the same lights?

The lights that you’re seeing show that the Sure Signal is being configured.

This process can take up to 6 hours to complete and any interruptions will start the process from scratch again.

To make sure it’s as up to date as possible, I’ve just resynced your Sure Signal.

So that the resync completes, can you do a factory reset for me:-

• Find the button on the base of the unit 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 one hour

Let me know how you go on.

Hi SgtBilko,

The flashing white light means the Sure Signal is being configured, which can take up to 6 hours to complete.

I’ve resynced the unit for you so follow the reset process above.

Let me know how you go on.

Cheers,

Andrew

[Nealra]

This fixed itself last week - but this morning I am back to square 1!!

Why has it become so unstable and unreliable a service?

Looking forward to hearing back

Neal

[Retired-Kay]

Hi Nealra, 

Your Sure Signal has updated with our servers so that isn't an issue. 

What light sequence are you seeing? 

Kay

[Nealra]

Now seems to be working again!

Thanks

Neal

[Nealra]

and this morning its down again - I go back to my question - WHY has it become SO unstable?

[Retired-Lee]

Hi there Nealra,

Thanks for letting is know your Sure Signal is offline again.

Normally regular drops of the connection would be down to overnight maintenance work by your internet provider or a drop of your internet connection such as a power cut, for example.

Are you aware of any work being done by your ISP or any power cuts lately?

I've forced a resync of your VSS. Please factory reset it and let me know if you need more help.

Cheers,

LeeH

[Nealra]

Thanks LeeH

Seems to be working again now - not aware of any of the maintenance issues you suggested - hopefuly it will keep working for more than a couple of days this time!

Thanks

Neal

[Nealra]

Hi

And so once again it works for 2 days and then collapses overnight!  Orange internet light this morning - I've reset it and am now getting the flashing white internet light.

Why is this continually happening every second night???

Neal

[Retired-Kay]

Hi Nealra, 

There does seem to be something happening at night with your router/Internet connection. 

It's now showing a location change which could be why it's not working. I've updated this from our side for you. Please do a reset and let us know if this is now working. 

Thanks, 

Kay

[Nealra]

Hi Kay

Again it worked for 48 hours and has now dropped again overnight - same issue, orange light and then after the reset a flashing white light on the internet connection.

I haven't made any change in location!  Can that happen outside of my updating the details from my login?

Neal