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Solution

Flashing/steady power light, no other lights lit

Retired-George
Moderator (Retired)
Moderator (Retired)

We’ve created this thread to help with an issue that some people find during setup.

 

This issue has the following symptoms:

 

  • The power light either constantly flashes or remains steady
  • No other lights flash or light up

 

Please note that whether the power light is flashing or remains steady, this still points to the same issue - the Sure Signal hasn't established a connection to the internet.

 

The only difference is that if the light’s steady, then the Sure Signal has previously downloaded a profile from the server, if it's flashing then it hasn't.

 

Troubleshooting steps:

 

Check the physical connection between your Sure Signal and the router/modem.

In order to work, the Sure Signal needs to be connected to a spare Ethernet port on your router or modem, or a Hub/Switch that is connected to an internet gateway.

 

In some cases, it’s possible for an Ethernet cable to be faulty, in which case it may not allow your router and Sure Signal to talk to each other.

 

To verify that the Ethernet cable works, check the lights at the back of your Sure Signal where the cable is plugged in.

 

There should be a link light on permanently which indicates that an electrical circuit has been established through the cable.

 

There should also be a light which flashes whenever data is being passed through the cable. If either the data light or the link light do not come on, this could indicate a problem with the cable itself. Please try a spare cable, or plug the cable into a different port on your router/modem.

 

Check that you’ve got an active internet connection.
Make sure you can connect to the internet on another device, such as your PC or phone. If you can’t connect, this indicates a problem with your router or your Internet Service Provider (ISP).

 

We recommend rebooting the router to see if this then allows you to connect to the internet.

 

Reboot your router/modem:

 

  1. Turn off your router or modem at the wall for 10 seconds and then turn it back on
  2. Wait for the lights on your modem/router to indicate that an internet connection has been established
  3. Press the reset button on the Sure Signal

 

Check that your Sure Signal has been assigned an internal IP address by your router.

The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled, as doing so will enable the router to assign an IP address to your Sure Signal automatically.


For more instructions on how to do this, please check your router manual, or contact your ISP or router manufacturer.

 

If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact your ISP or router manufacturer for instructions on how to do this. The MAC address can be found on the sticker at the back of the Sure Signal.

 

BT Infinity customers.

If you’re a BT Infinity customer, you’ll need to log into your router admin page and select port clamping.

 

Once this has been selected please restart your router and Sure Signal.

 

Check your MTU settings.

Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.

 

Change the value of the MTU size to 1500.

 

Log out of the router, this will usually result in a reboot.

 

Perform a reset of the Sure Signal:

 

  1. Hold in the reset button until all lights go solid
  2. Pull the power lead out with the reset button still pushed in
  3. Continue to hold down the reset button and reconnect the power lead
  4. Wait for all lights to come on and then release the reset button

 

The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.

 

Post your router/ISP details and Sure Signal serial number.

If you’ve done all of the above, or you’re struggling with configuring your router, please post your router's make and model number below. Please also include your Sure Signal serial number and the name of your ISP.

 

We find that other users of the same router will usually be able to share tips with you, to get things working.

 

We’ll also attempt to help with this, but due to the number of different manufacturers and models, it is not always possible. We don’t officially support any form of router configuration, so we’ll always recommend contacting your router manufacturer or ISP for assistance first.

 

Thanks,

 

Jenny

1,304 REPLIES 1,304

Lee,

Sorry appear that this VSS is still not playing ball. I have done all things required. Opened ports on our watchguard, and all i can see it the suresignal connecting to:

212.183.133.179 4500 / udp Out (Trusted->EasynetSDSL) NAT src -> xx.xx.199.34:10024

so it has a valid internet connection.

please advise next step?

P.S - I have performed the reset several times now.

Oh, looks like its connecting on port 500 / udp now

212.183.133.179 500 / udp Out (Trusted->EasynetSDSL) NAT src -> xx.xx.199.34:10023

Ok - its dropped the connection on port 500 / udp

Hi SeanGlasspool

 

 

That’s weird that its dropping the connection.

Can you provide a trace route report?

 

  • 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 along with a copy of the results from running a speed test.

 

Thanks
BenJ
eForum Team 

 

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

C:\Windows>tracert 212.183.133.177

Tracing route to host212-183-133-177.uk.access.voda
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  1.0.0.253
  2     1 ms    <1 ms    <1 ms  1.0.0.250
  3    19 ms    18 ms    18 ms  lns14.the.dsl.enta.
  4    18 ms    18 ms    18 ms  gi1-4.the.dist.dsl.
  5    18 ms    18 ms    18 ms  te4-2.inx.dist.dsl.
  6    18 ms    18 ms    18 ms  te2-2.interxion.dsl
  7    19 ms    19 ms    19 ms  te2-3.interxion.cor
  8    19 ms    19 ms    19 ms  te5-1.telehouse-met
94]
  9    19 ms    19 ms    19 ms  te3-3.telecity-hex.
]
 10    18 ms    18 ms    18 ms  TenGigabitEthernet8
147.1]
 11    27 ms    27 ms    27 ms  VODAFONE-LTD.TenGig
.net [64.214.144.122]
 12     *        *        *     Request timed out.

 

Although my VSS is trying to connect to 212.183.133.178

 

Tracing route to host212-183-133-178.uk.access.vodafone.net [212.183.133.178]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  1.0.0.253
  2    <1 ms    <1 ms    <1 ms  1.0.0.250
  3    18 ms    18 ms    18 ms  lns14.the.dsl.enta.net [188.39.0.14]
  4    18 ms    18 ms    18 ms  gi1-4.the.dist.dsl.enta.net [188.39.0.13]
  5    19 ms    18 ms    18 ms  te4-2.inx.dist.dsl.enta.net [84.45.242.50]
  6    18 ms    18 ms    18 ms  te2-2.interxion.dsl.enta.net [78.33.141.89]
  7    18 ms    18 ms    18 ms  te2-3.interxion.core.enta.net [87.127.236.209]
  8    18 ms    18 ms    19 ms  te5-1.telehouse-metro.core.enta.net [87.127.236.
94]
  9    19 ms    19 ms    18 ms  te3-3.telecity-hex.core.enta.net [87.127.236.106
]
 10    18 ms    18 ms    18 ms  TenGigabitEthernet8-1.ar6.LON3.gblx.net [64.214.
147.1]
 11    28 ms    27 ms    27 ms  VODAFONE-LTD.TenGigabitEthernet7-1.ar6.LON3.gblx
.net [64.214.144.122]
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.

I have changed the internet connection it uses from Easynet SDSL to Enta FTTC

 

Speed test results

 

http://www.speedtest.net/result/1321351286.png

 

 

 

 

 

 

OMG I just tried to call the tech help and got treated like a moron.

 

Im supposed to call my ISP and get them to open ports?

 

Ive tried two connections, one easynet and one Enta and both fail. How is calling them to open ports going to help?

 

Im getting really annoyed with this big time.

 

Whats Ofcoms number?

So why is my watch guard now reporting this?

2011-06-01 12:22:07 Deny 192.0.2.43 212.183.128.47 36449/tcp 9507 36449 1-Trusted 4-EntaFTTC/PPPoE IP source spoofing detected, drop packet 148 64 (internal policy) tcpinfo="offset 8 A 4152403566 win 7504" rc="104" Traffic

What have vodafone done recently?

Hi,

I'm afraid the resync didn't work. Someone mentioned the location of the ip address. I have a static ip with zen could this be the problem?

Many thanks,

Vince

Ok, so now, my VSS has its own public IP via a 1-to1 NAT rule on the firewall, as port 4500 was being dropped by the firewall.

 

Now all the errors have gone away, its still not connecting.

 

Whats next?

 

Im getting no help from anyone at Voda.

 

Time to change our business account over?