Sure start set up problem

[lucyc]

Hi

I have recently bought 2 Sure Signals for the office but neither are working.  The first one worked for a while, then stopped.  They are both showiing solid Service light and Mobile light, no Wifi and flashing red light.

Here are the details requested in the troubleshooting section:

Ping: 5ms

Download: 29.38 mbps

Upload: 31.83 mbps

Packet loss: 0

Ping: 6ms

Jitter: 2ms

IP address: 93.191.34.2

Serial no: 40132123684

1 <1 ms <1ms <1ms 93.191.33.113

2   4ms     7ms   1ms core-1.thm.pingnetworks.co.uk [93.191.32.89]

3   1ms     1ms   1ms core-2.gos.pingnetworks.co.uk [93.191.32.89]

4   2ms     2ms   2ms ge-6-1-181.car2.london1.level3.net [212.113.8.165]

5   2ms     2ms   2ms ae-52-52.csw2.london1.level3.net [4.69.139.120]

6   17ms   2ms   2ms  ae-229-3605.edge4.london1.level3.net [4.69.166.17]

7   5ms     2ms  3ms  195.50.122.66

8   3ms    5ms   3ms  85.205.116.10

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

Please can you help?

[Retired-Andy]

Hi lucyc,

Your speed test, ping test and traceroute are fine. Your IP address is on our whitelist, so no problems there either.

The lights you’re seeing show that the Sure Signal isn’t able to authenticate on the Vodafone network.

Check to make sure that your router has the right ports forwarded.

The following is 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:
Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT customers only) - TCP/UDP

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).

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:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-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.

If this doesn’t fix things for you, the nest thing would be to try the Sure Signal in a different location, your home address for example.

Let me know how you go on.

Thanks,

Andrew

[lucyc]

Hi Andrew

Our IT company have done all sorts of things to try and resolve this and it works sporadically.  The problem is, it's sporadic, which is impossible to work with.  It was working this morning, but not this afternoon.  I have tried both signals (not at the same time) and neither work.

Any ideas?  I'm getting in the neck.  If not - do you have any other solutions apart from the Sure Start?

Thanks

Lucy

[Ben_H]

Hi Lucy,

If you've had your IT guys follow the advice Andrew supplied and they've confirmed there are no incompatibility issues with your ISP then I'd recommend arranging a repair. 

I've sent instructions on how to reach my team here should you prefer a pre-paid postage pack than a store visit. 

Cheers, Ben

[mudkips]

Hi tech team

As per the original question, Lucy has TWO sure start devices. Your instructions concerning port forwarding can only be performed for ONE sure start device as only ONE firewall is in use. Is it even possible to have TWO devices using the same external IP address?

Many thanks

[lucyc]

Hi Mudkips

I am only using one, and have never tried to plug both in at the same time.

Thanks

[grolschuk]

That depends on the router.

If it is one that is happy to handle the VPN connections without all the port forwarding going on, then the answer is most probably yes.

As you point out, if port forwarding is needed then you could be in trouble with more than one device.

A lot of routers now have a 'VPN Passthrough' option that needs to be enabled/unblocked, and if that is there for IPSec, it tends to solve the problem without the need for the forwarded ports

[lucyc]

Hi

I ended up swapping the signals and the new one worked temporarily.  It displays that it's working but when anyone makes a call, it stops after a few seconds, the red light flashes and the signal needs to be rebooted.  This is obviously not a fault with the unit but something to do with either the internet or network.

Please help.

Lucy

[Sukhi]

Hi lucyc

If you’re still having issues with this I suggest following Ben's suggestion of a repair.

Thanks

Sukhi

[lucyc]

Surely it would be a bit of a coincidence for both units to have exactly the same fault?

Thanks

Lucy