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Solution

Version 3 VSS not connecting

stephen_davies
2: Seeker
2: Seeker

‎16-08-2013 10:30 AM

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

0 Thanks
32 REPLIES 32

Retired-Wayne
Moderator (Retired)
Moderator (Retired)

‎17-08-2013 03:44 PM

Hi stephen_davies,

 

Our systems show that your Sure signal made a connection at 03:22am this morning. Are you up and running now?

 

Thanks

 

Wayne

0 Thanks

pludlo
4: Newbie
In response to Retired-Wayne

‎23-08-2013 11:24 AM

Hi after weeks of perfect working my box stuck at power on; internet white;in service white; in use off. Despite the lights we had lost the boost so no phone connection. When I reset it, the box showed :- power on; internet - flashing slowly white; in service - off; in use - off. I saw another thread where this situation seemed to be resolved by a forced connection. Please could you do this if it would resolve - else grateful for you further advice.

 

 

Many thanks

 

 

Pludlo 

0 Thanks

Retired-Dave
Moderator (Retired)
Moderator (Retired)
In response to pludlo

‎24-08-2013 01:32 PM

Hi pludlo,

 

Looking at your previous posts I've found the Sure Signal serial number 40131562015. I've resynched this one for you. Let me know if it's incorrect.

 

Now I've done that, you'll need to reset the box:

 

  • 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.

 

If that doesn't help, can you post the usual information so we can look for anything else getting in the way?


Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

VSS Traceroute command

 - Click on Start and select Run
 - Type CMD into the Run box and press enter/click ok
 - A black box will appear.
 - In this box type tracert 212.183.133.177 press Enter
 - Paste the output of this command into your reply.

Dave

0 Thanks

pludlo
4: Newbie
In response to Retired-Dave

‎25-08-2013 08:55 PM

Hi Dave

 

Many thanks - I did reset the box and 24 hours late it is still showing Red; slow white flashing; off; off

 

Details requested are as follows :-

 

Download - 15.95 Mbps

 

Upload - 4.90 Mbps

 

Packet loss 0%

 

Ping - 44ms

 

Jitter 9 ms

 

IP 109.205.152.196

 

 
10 msipv4-gtw.misk.com [208.43.97.209]
20 msae11.dar01.sr01.wdc01.networklayer.com [208.43.118.133]
30 msae8.bbr01.eq01.wdc02.networklayer.com [173.192.18.196]
47 msae0.bbr01.tl01.nyc01.networklayer.com [173.192.18.157]
57 msae7.bbr02.tl01.nyc01.networklayer.com [173.192.18.177]
674 msae0.bbr01.tg01.lon01.networklayer.com [50.97.18.205]
778 msldngw1.arcor-ip.net [195.66.224.209]
876 ms[85.205.116.6]
9**

Appreciate your further help on this

 

 

Many thanks

 

 

Pludlo

0 Thanks

pludlo
4: Newbie
In response to pludlo

‎26-08-2013 07:51 AM

Hi Dave

 

Not sure I did the tracert properly below are the new results - the box is still exactly the same. Many thanks

 

Pludlo

 

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

  1     3 ms     2 ms     1 ms  192.168.123.1
  2    45 ms     3 ms     4 ms  172.16.12.1
  3     6 ms     4 ms     4 ms  172.16.2.1
  4     8 ms     6 ms     5 ms  172.16.4.1
  5    11 ms     9 ms    15 ms  10.16.109.1
  6    17 ms    11 ms    14 ms  ge-4-1-6.edge3.london2.level3.net [195.50.125.49
]
  7    15 ms    17 ms    18 ms  ae-0-11.edge4.london2.level3.net [4.69.200.126]

  8    14 ms    22 ms    16 ms  ae-3-3.ebr1.london1.level3.net [4.69.141.189]
  9    17 ms    17 ms    16 ms  ae-58-113.csw1.london1.level3.net [4.69.153.122]

 10    17 ms    14 ms    20 ms  ae-120-3506.edge4.london1.level3.net [4.69.166.5
]
 11    19 ms    18 ms    15 ms  195.50.122.66
 12    23 ms    27 ms    16 ms  85.205.116.2
 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>

 

 

0 Thanks

stephen_davies
2: Seeker
2: Seeker

‎25-08-2013 08:10 AM

Hi Wayne and Dave.

I phone the sure signal support line on the 17th of August we managed to get the sure signal online. However during the course of yesterday (24th August) the original problem has come back and is still apparent today.

Any suggestions of how to resolve this issue for the second time.

Thanks

Stephen
0 Thanks

SgtBilko
4: Newbie
In response to stephen_davies

‎25-08-2013 10:07 AM

After 6 months working, I now have the same issue.  I called 191 tech support but they said (and insisted) my problem was that suresignal will only work with 1.5Mbps upload .   That doesn't really explain why it has worked up to now, why most of the users on this forum have standard adsl upload speeds .448Mbps and why codoafone docuamantation says .3Mbps  http://devicehelp.vodafone.co.uk/filestore/devices/Vodafone/Sure%20Signal/Sure_Signal_Questions.pdf

 

I would be grateful if you would look at this for me please.

 

s/n 40124231669

ping 33ms

Download 6.74 Mbps

Upload .37 Mbps

packet loss 0%

Jitter 1ms

external IP : 86.186.76.245

Traceroute

traceroute to 212.183.133.177 (212.183.133.177), 64 hops max, 72 byte packets
 1  192.168.33.1 (192.168.33.1)  0.480 ms  0.242 ms  0.230 ms
 2  217.32.146.65 (217.32.146.65)  33.416 ms  29.007 ms  24.158 ms
 3  217.32.146.110 (217.32.146.110)  24.132 ms  24.712 ms  24.268 ms
 4  217.32.147.194 (217.32.147.194)  25.006 ms  25.490 ms  24.563 ms
 5  217.41.168.63 (217.41.168.63)  24.622 ms  24.907 ms  25.091 ms
 6  217.41.168.107 (217.41.168.107)  24.872 ms  24.393 ms  25.689 ms
 7  109.159.249.106 (109.159.249.106)  24.484 ms
    acc1-10gige-0-1-0-5.l-far.21cn-ipp.bt.net (109.159.249.82)  24.983 ms
    109.159.249.64 (109.159.249.64)  24.797 ms
 8  core2-te0-7-0-5.faraday.ukcore.bt.net (109.159.249.15)  25.149 ms  31.984 ms  31.882 ms
 9  peer1-xe8-1-1.telehouse.ukcore.bt.net (109.159.254.191)  24.695 ms  24.709 ms  24.895 ms
10  lndgw2.arcor-ip.net (195.66.224.124)  28.742 ms  27.685 ms  27.084 ms
11  85.205.116.14 (85.205.116.14)  26.449 ms  26.115 ms  26.009 ms

 

I hope you can help

 

 

 

0 Thanks

Retired-Kay
Moderator (Retired)
Moderator (Retired)
In response to stephen_davies

‎26-08-2013 02:00 PM

Hi stephen_davies, 

 

Your Sure Signal connected to our servers in the early hours of this morning, I'll do a resync so please do a reset to make sure it completes;

-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.

 

SgtBilko, your traceroute is fine. I can see you have tried to resync but you'll need to reset the Sure Signal using the instructions above. Let us know how you get on. 

 

Pludlo, your traceroute is also spot on. Could you possibly try it on a different Internet connection (at a friend or family members) so that we can rule out any issue with the device itself? 

 

Thanks, 

 

Kay

0 Thanks

SgtBilko
4: Newbie
In response to Retired-Kay

‎27-08-2013 06:27 PM

Kay

 

I got home tonight to find the red light flashing (i.e. no IP address).  I turned it off and then back on.  The red light lit up and after a pause the wifi and phone lights came on solid amber.  After they went out the suresignal started working .... phew.

 

Thatnk you very much, what ever you did.  It is a shame 191 couldn't be more helpfull, being brushed off with no help and "1.5Mbps minium upload" is not acceptable really.   BUT  thanks once again

0 Thanks