Version 3 (Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange)

[Retired-Lee]

This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

• Power: Flashing
• Internet: Solid Orange
• In Service: Off
• In Use: Solid Orange

Cause

This light sequence indicates the Sure Signal's not active and the cause is a network timing issue (NTP). These symptoms can be prone to recurrence.

Troubleshooting

Check that your Sure Signal has been registered successfully.
Before your Sure Signal can connect to our network, you must have first registered it with us. You will have received a message via text or email to let you know when the registration has completed successfully. Your Sure Signal will not work until you have recieved this confirmation message.

To verify that your Sure Signal has been registered, login to My Account, and click on the My Sure Signal tab. Your Sure Signal details should be listed, along with the status "Registered".

If you have not registered your Sure Signal, and are a Business Customer, please register at our Business Sure Signal page.

If you're a Consumer Customer, you can register directly from within the My Sure Signal page in My Account.

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:

• 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 will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Check your MTU settings:

1. Log into your admin page for your router
2. 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
3. Change the value of the MTU size to 1500 if this is allowed by your router

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

1. Hold in the reset button until all the 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 of the lights to come on then release the reset button

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

Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).

Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.

Please provide your ISP with some information supporting the network performance issue such as a number of speedtests performed throughout the day and a trace route.

Traceroute command:

On a PC:

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

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

Thanks

LeeH

[nympilot]

Hi,

Sure signal previously worked fine with router config. Checked port forwarding. Also tested Sure Signal in DMZ. Reset Sure signal and back to Power flashing, Internet solid orange and In use Solid Orange.

[Retired-Andy]

Hi nympilot,

The light sequence you’re seeing shows that the Sure Signal is inactive and the cause is a network timing issue (NTP).

Also, check your MTU settings. To do this:

• 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 if this is allowed by your router
• Log out of the router, this will usually result in a reboot

If this doesn’t help, try the unit in a different location such as a family member or friend’s house.

If the Sure Signal works there, once set up is complete, it’d suggest there’s an issue with your connection.

You’d need to speak with your ISP (Internet Service Provider) with time and date details so they can investigate the cause.

Thanks,

Andy

[DarkBlade]

My VSS was previously working, but hasn't been for the past month or so. Having investigated this over the last week it would get a connection and calls could be made, but it would stop working afew hours later. Resetting would get it working, but after a few hours it would stop working.
I've since opened up the recommended ports and done a hard reset, but after attempts to register with the VF servers over a few hours, the unit ends up in a state with - (Power flashing, internet: solid orange, In Service: off, In use: solid orange)

Serial Number is 40134613534

Firewalls: Smoothwall and NetGear R7000
UPnP is enabled and MTU size is already set at 1500

ISP is Virgin Media
Speedtest:
Download 126Mbps
Upload 11Mbps
ping 13ms

Ping Test:
Line quality B*
Ping 25ms
Jitter 1ms


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  192.168.1.2
  2    <1 ms    <1 ms    <1 ms  192.168.0.1
  3     *        *        *     Request timed out.
  4     8 ms     9 ms     9 ms  winn-core-2b-ae7-1257.network.virginmedia.net [62.253.123.197]
  5     8 ms     8 ms     8 ms  winn-core-2a-ae1-0.network.virginmedia.net [62.253.96.177]
  6     9 ms     9 ms    17 ms  brnt-bb-1c-ae2-0.network.virginmedia.net [62.253.96.169]
  7    10 ms    10 ms     9 ms  195.2.9.149
  8    15 ms     9 ms    11 ms  ae15-xcr1.lns.cw.net [195.2.30.114]
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.



I've added the following ports to my firewalls.
8          TCP/UDP
50         TCP/UDP
123        UDP
500        UDP
4500       UDP

Looking at previous posts, it appears something needs to be done at the VF server end.

Not sure if this means anything, but I've noted in the firewall logs that there are a number of hits over several hours that have been blocked with the following details:-
Source: 212.183.131.132
Source Port: 123(NTP)
Source Destination: 50123

Also it's not clear what you expect users to do with the IP addresses listed. Are you suggesting to open up all ports (1-65535) for all 68 IP addresses? (which would negate the point of the ports, unless you are using other IP addresses). Or does it mean for each of the 68 IP addresses, all the above ports need to be allocated? (which is not a simple task!!)

[grolschuk]

The IP addresses are only needed if your rules don't state All as their source.

So if you set a rule to allow sources of 123 to the SS IP Address then that will be enough.

However if you want/need to lock it down, then the vodafone addresses will need to be put into a group, and that group put as the source.

Does the NetGear have a section for VPN Passthrough (somewhere deep in the security/vpn/firewall area) as allowing IPSec is generally a good thing to do.

[DarkBlade]

Thaks for the explanation around the IP addresses.

VPN passthrough is enabled on the Netgear router.

[grolschuk]

What is the smoothwall doing?

Although if it worked in the past, and now does not, then unless there have been any network changes, most of the common connectivity things I'd probe will probably lead to dead ends, as they are the initial 'it won't connect at all' kind of problems.

Do you have any other forwarding rules in place for inbound VPN traffic that may be conflicting?

Is there another connection of a friend or family it can be tried on? (no need to change the postcode in the settings)

If not it may be a case of waiting for one of the vodafone staff to get to your question (they currently take 24-48 hours) to see if they can see anything amiss their side.

[DarkBlade]

My network is broken up into different zones - the Smoothwall is the main router connected to the Virgin Media modem. The Netgear router is on one of the zones (that the Smoothwall routes to).

I do wonder if adding the port forwarding has actually made it worse, instead of relying on UPnP. A few days ago, using UPnP would get a connection and the phones would only work, but only for a few hours and then any calls would stop being routed via the VSS.

The Netgear logs shows some traffic from the VF IP addresses being correctly routed via port 4500

I suspect it needs to be rest on the server side and my router settings reverted back to relying on UPnP.

Not practical to test the VSS elsewhere at the moment.

[DarkBlade]

Have reverted back to using UPnP and it still ends up in the (solid orange, In Service - off, In Use - solid orange) state. There's something wrong at the server end.

[Retired-Ian_]

Hi DarkBlade,

I can see the Sure Signal connected to our servers last night at 11.45pm.

We need you to try the Sure Signal at a different address, with a different ISP.

Let us know when you've done that, with the results.

Thanks,

Ian

[DarkBlade]

Sure Signal is now working. No port forwarding rules are in place.

Apparently there are known issues using VSS with Virgin Media fibre.