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Solution

Sure Signal V1 not working after re-registering

jeepstone
2: Seeker
2: Seeker

‎28-08-2014 04:40 PM

We have a V1 Suresignal which has been re-registered to my account. The SS appreas to be working correcting via the online dashboard but not in the office.

 

On the device we have the top light permanently lit, the connection light (2nd) is flashing slowly and the bottom 2 lights are not on and have been this way for over 24 hours. We have ethernet connectivity on the back.

 

Serial: 21222164432

 

Any ideas?

 

Pete

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10 REPLIES 10

Retired-Laura
Moderator (Retired)
Moderator (Retired)

‎28-08-2014 05:07 PM

Hi,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

 

Your Sure Signal serial number:

 


VSS Traceroute command

On a PC:

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.

This will help us get the quickest possible resolution for you.

Thanks,

Laura

 

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jeepstone
2: Seeker
2: Seeker
In response to Retired-Laura

‎05-09-2014 04:24 PM - edited ‎05-09-2014 04:25 PM

Speedtest - Ping 26ms UP - 13.71mbps DOWN - 1.02mbps

 

My IP - 81.134.4.173

 

Serial - as per initial post

 

I ran a couple of tracerts and all stopped at 85.205.0.86

 

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 192.168.254.1
2 25 ms 25 ms 25 ms host81-148-32-1.in-addr.btopenworld.com [81.148.
32.1]
3 25 ms 24 ms 25 ms 213.120.178.141
4 25 ms 25 ms 25 ms 213.120.177.98
5 25 ms 25 ms 25 ms 217.41.168.53
6 26 ms 25 ms 26 ms 217.41.168.107
7 26 ms 25 ms 26 ms acc1-te0-0-0-14.l-far.21cn-ipp.bt.net [109.159.2
49.88]
8 27 ms 25 ms 26 ms core2-te0-7-0-17.faraday.ukcore.bt.net [109.159.
249.13]
9 25 ms 25 ms 25 ms peer1-xe8-2-0.telehouse.ukcore.bt.net [213.121.1
93.129]
10 31 ms 26 ms 28 ms lndgw2.arcor-ip.net [195.66.224.124]
11 28 ms 28 ms 28 ms 85.205.0.86
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15

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Jenny
Moderator (Retired)
Moderator (Retired)
In response to jeepstone

‎07-09-2014 01:18 PM

Hi jeepstone,

 

This usually means there’s an issues with the ports, so please try the following:

 

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer to the default guide for your particular make and model, over at http://portforward.com.

 

Destination IP Addresses:

  •          212.183.133.177
  •          212.183.133.178
  •          212.183.133.179
  •          212.183.133.181
  •          212.183.133.182
  •          212.183.131.128/26


Ports and Protocols:

  •          8 – TCP/UDP                 (All routers)
  •          50 – TCP/UDP               (All routers)
  •          53 – TCP/UDP               (Virgin Super Hubs)
  •          67 – UDP                      (Virgin Super Hubs)                                                    
  •          68 – UDP                      (Virgin Super Hubs)                                        
  •          123 – UDP                    (All routers)     
  •          500 – UDP                    (All routers)     
  •          1723 – TCP/UDP           (BT Home Hubs)          
  •          4500 – UDP                   (All routers)     
  •          33434 – 33445 – UDP    (Virgin Super Hubs)

 

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your router also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

 

 

Thanks,

 

Jenny 

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jeepstone
2: Seeker
2: Seeker
In response to Jenny

‎11-09-2014 11:42 AM

Hi Jenny,

 

We have a TP-LINK TD-W8960N (http://setuprouter.com/router/tp-link/td-w8960n/manual-718.pdf)

 

When adding what I think is port forwarding I'm running out of options (max 32) (and also can't use an IP range)

 

Vodafone SS88TCP/UDP88212.183.133.177pppoa0
Vodafone SS5050TCP/UDP5050212.183.133.177pppoa0
Vodafone SS123123UDP123123212.183.133.177pppoa0
Vodafone SS500500UDP500500212.183.133.177pppoa0
Vodafone SS45004500UDP45004500212.183.133.177pppoa0
Vodafone SS88TCP/UDP88212.183.133.178pppoa0
Vodafone SS5050TCP/UDP5050212.183.133.178pppoa0
Vodafone SS123123UDP123123212.183.133.178pppoa0
Vodafone SS500500UDP500500212.183.133.178pppoa0
Vodafone SS45004500UDP45004500212.183.133.178pppoa0
Vodafone SS88TCP/UDP88212.183.133.179pppoa0
Vodafone SS5050TCP/UDP5050212.183.133.179pppoa0
Vodafone SS123123UDP123123212.183.133.179pppoa0
Vodafone SS500500UDP500500212.183.133.179pppoa0
Vodafone SS45004500UDP45004500212.183.133.179

 

Am I doing this correctly?

 

Pete

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Retired-Ian_
Moderator (Retired)
Moderator (Retired)
In response to jeepstone

‎12-09-2014 10:22 AM

Hi Pete,

 

You'll need to check a couple of things with your ISP.

 

  • They will be able to confirm the port forwarding information
  • On the router settings, check that either IP SEC or VPN are ticked.
  • Check with your ISP that you've got PPPoA, as PPPoE isn't supported.

Thanks,

 

Ian

 

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Anonymous
Not applicable
In response to Retired-Ian_

‎13-09-2014 12:09 PM - edited ‎13-09-2014 12:11 PM

Just as a note, the traceroute will always stop at that IP as Vodafone's router/firewall is set not to respond to ICMP echo packets as a security measure.

 

Might also be worth trying to enable uPnP on the router if supported as it should allow the Sure Signal and router to automatically negotiate the required ports.

 

It can also take a few hours for it to reintegrate into the network on occasion.

 

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jeepstone
2: Seeker
2: Seeker
In response to Retired-Ian_

‎15-09-2014 11:13 AM

Hi Ian,

 

We're with BT (ISP) but it's not a BT router so I doubt they'll assist. uPnP is enabled, but IPSEC and VPN look like a minefield. PPPoA is supported.

 

Pete 

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Sukhi
Moderator (Retired)
Moderator (Retired)
In response to jeepstone

‎15-09-2014 12:55 PM

Hi jeepstone,

 

Please try pctechbloke's suggestion above.

 

Thanks,

 

sukhi

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jeepstone
2: Seeker
2: Seeker
In response to Sukhi

‎16-09-2014 06:11 PM

Hi Sukhi,

 

As per my last post, uPNP is enabled.

 

Pete

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