04-05-2012 08:15 PM
In from work VSS still connected, made a phone call, now connection has dropped and still trying to sync.
One thing I have noticed is that the VSS unit seems to run very hot.
05-05-2012 08:28 AM - last edited on 05-05-2012 10:45 AM by Lee
I have carefully followed the Sure Signal set up instructions but it is not working. First I activated it online, entered all the details then clicked on add users (as part of the activation). However, I then received the following error...
Error invoking portlet "VAPGatewayController"
... with lots of diagnostic messages which I can post if you wish. At this point it was unclear whether my Sure Signal had been activated or not but it looked as if it had failed. I tried again and the same thing happened. I tried for a 3rd time but decided not to add users at this point but to just activate the device. Again it appeared to fail.
A minute or two later, I received an email saying that it had been activated, so proceded to attach the Sure Signal device to my router and to a power source. The automatic configuration started off. However, after about 15 minutes the flashing signal and phone lights have both gone off and I am left with just the red power light.
My broadband router is definitiely connected to the Internet, otherwise I could not post this!
I am left thinking that the activation of my router did fail but the system sees it as registered still.
What is the likely cause of this problem and what do I do next?
05-05-2012 08:48 AM - last edited on 05-05-2012 10:46 AM by Lee
I discovered the Trouble Shooting post after posting the above. I have followed the "Power Light On" troubleshooting guide and my responses are below:
Wait 24 hours – not done yet (obviously)
Check for Planned Maintenance – done, none scheduled as far as I can see
Check that your Sure Signal has been registered successfully – email confirmation received and shown online as registered
Check the physical connection between your Sure Signal and your Router/Modem.
Link light on back of Sure Signal is on
Check that you have an active Internet connection – yes, am using the connection on PC
Reboot your Router / Modem – not done yet (because of initial “Wait 24 hours”)
Check that your Sure Signal has been assigned an internal IP address by your Router
I can see that it has an IP address and the router uses DHCP
Manually configure your Router to allow port-forwarding. – not sure how to check if it us automatic but it is a straightforward device – Thomson Router on a Plusnet service.
Post your Router details.
Thomson TG585 v7, Software Release 22.214.171.124
Browser - Firefox 11.0
OS - Windows Vista
05-05-2012 10:58 AM
Thanks for all your responses.
@ realdannys - that's a shame about the IP address. The only thing I can think of now would be to try the device on another connection such as a friend's or relatives. If that throws the same symptoms then we need to look at a possible replacement.
@ bga47 - Your IP isn’t on the whitelist so I've requested for it to be included. Once I've had a response I'll update you.
@ pembsgtr - It shouldn’t be getting hot. Please follow the instructions in my PM and we'll take a closer look
@ buster69 - your VSS has never connected to our servers. It could be that you were affected by the recent provisioning issue. I've forced a resync to see if that kicks it into life but need you to factory reset it for the resync to take full effect. Please see below for how to factory reset the VSS.
@ HughL60 - Please could you let me know your VSS serial number?
VSS Factory Reset
05-05-2012 11:03 AM
Thanks Lee. In the last 30 minutes or so the Sure Signal seemed to retry its auto-configuration routne and this time it completed with the signal light on. All seems to be working. Maybe I just needed more patience. Might be worth adding to the instructions that come with it that it may take time.
05-05-2012 11:47 AM
Now you see it, now you don't after a short period of being connected my VSS has reverted back to sync/connect mode. Power light on constant, two other lights flashing slowly for a while then quicker and then slower again with failure to connect ;-(
i have responded to your PM.
05-05-2012 12:02 PM
Woo hoo all is back online now with my VSS. How long is it going to behave?
When its working it is a fantastic piece of kit, my old victorian terrace house with thick walls can get a good signal wherever I am within the house but without the VSS ,the phone signal fades in and out resulting in lost connections.
3g dowloads are as good as wireless when the VSS is connected and working correctly.
05-05-2012 02:33 PM
@Lee, As mentioned in the first post I doubt its the device itself as I also have a SureSignal V1 here which does exactly the same. Hence the reason for buying the V2 box. So its not an issue with the box.
05-05-2012 06:35 PM
Hi I have the same issue on my father in law's sure signal.
No matter what I have done I still end up with the same issue. therefore I fell it needs a re-sync
I have set udp/tcp settings on BT Home hub for 50, 500, 7123 (or 1723 - cant recall), 123, 4500 and 8.
I have also set upnp to yes and VPN 500 to yes.
Following this I have also check by broadband speed etc and have 8.3MB donwload, 0.43mb upload and 42ms ping If I recall correctly which according to the forum should be sufficient.
Running a traceroute to the IP address proposed in another thread I get a failure with timeout errors.
I have also, re booted, waited 24 hours, checked it is registered (it is) , rebooted router etc - all with no success
serial number 40114258524
I have the IP address also of the device that I can send to anyone who is able to re-sync etc.
Apologies I posted this to another thread but this is marked solved so my request for re-sync/fix may go un noticed there
05-05-2012 07:19 PM - edited 05-05-2012 07:33 PM
06-05-2012 04:27 PM
After 2 more calls to Vodafone (first one guy hung up as soon as Sure Signal was mentioned) got through to 2nd Line Tech Team who thought the ethernet socket could be faulty. Offered to send in for repair but couldn't say how long it'd be. Really need working mobile this week and next as expecting some improtant calls.
Tried logging into my Vodafone Account but each time I select My SureSignal I'm met with the same error message:-
Unable to render /framework/skeletons/vodafoneDefault/head.jsp
Same message on 3 different web browsers. Gave up on that and got some compressed air and a cotton bud to try cleaning the ethernet port. Something must have worked as after plugging it all back in (without resetting) within 20 minutes its back working.
Fingers crossed it keeps working.
08-05-2012 10:50 AM
@HughL60 – That’s great that it’s all working now. Yes, sometimes it can take a little while to fully register. I’m glad it’s up and running for you though
@pembsgtr – Can you let us know how you get on and if you have any more issues? I’m happy yours has kicked in
@realdannys – Can you try this for me?
Log into your admin page for your router
Find the location of the MTU field. This varies depending on the make and model of router so you’ll need to hunt around for it.
Change the value of the MTU size to 1500
Log out of the router, this will usually result in a reboot.
The VSS will now try to contact the network and download its profile. This may take anything up to 6 hours.
@petejf – I’ve resynchronised this for you now. Please could you perform a factory reset?
Can you let me know how you get on?
@Welshman1982 – I’m glad yours had kicked in now. Keep us updated if you have any more issues.
@Roundoak – From our troubleshooting information on page one:
In order to connect to your network and the Internet, the Sure Signal must be assigned an internal IP address by your Router. If your Router supports DHCP, this must be enabled. Doing so will enable the Router to assign an IP address to your Sure Signal automatically.
For detailed instructions on how to enable this, please consult your Router manual, or contact your ISP or Router Manufacturer.
If your Router or network configuration does not allow DHCP, then you will need to assign a static IP address to your Sure Signal's MAC Address, using your Router's configuration panel. Please consult 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 unit.
Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.
The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com
Destination IP Addresses:
Ports and Protocols:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP
Port 8 - TCP/IP
If none of this works can you let me know you external IP address please?
@NickPKK – Can you let me know your external IP address? We’ll need to check to make sure it’s definitely on our white list. I’ll be honest with you though, we’re running out of options, especially given that the Sure Signal works on another connection. Let me know though, and we’ll check it out.
Please let me know how you get on and if you have any more questions just let us know.
08-05-2012 11:20 AM
Ive had a sure signal since January 2012. It is fully registered and was working fine until a couple of weeks ago.
Now it sits there with just the red power light on, but will occasionally come back to life and work for about an hour before cutting off again.
This is very frustrating and i have been cut off mid call several times now,
nothing else about my network, the setup or location of the box has changed since i originally installed it in January. For the first few months it worked perfectly, always available, always connected etc.
I have done various resets on the device according to instructions on here but its makes no difference.
08-05-2012 07:37 PM
Hi I bought my sure signal box yesterday and set it all up as it says in the book and it all worked fine,
woke up this morning and it was still working and has been all day but at about 6:30 this evening both the lights went out and I'm just left with the red power light, I don't understand how it could be working for nearly 24hours then suddenly stop
please please help I want my signal back on my phone