Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - 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: Off
• In Service: Solid Orange
• In Use: Solid Orange

Cause

This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network

Troubleshooting

Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:

• Your speed test results from here
  
• Your ping test results from here
  
• Your external IP address from here
  
• Your Sure Signal serial number
• The results of a traceroute

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

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

Thanks

LeeH

[tonypattinson]

Just to update, my Sure signal after approx 24 hrs lbegan working fine.  No idea why but happy it's working.

[MWhitton]

Hi.  I have exactly this issue with a SureSignal..

I have confirmed all the ports mentioned by Vodafone (8, 50, 53, 123, 500, 4500, 1723) are open through their router to the device which has been assigned a static IP address.

I have also tried placing the device in the DMZ to see if that would change the situation but it did not.

Please can someone shed some light on this for me.

Many thanks

Speed Test Result - http://www.speedtest.net/result/4419538865.png

Ping Test result - http://www.pingtest.net/result/124720745.png

External IP - 164.39.135.64

Serial No. - 42151146422

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  192.168.12.1
  2    12 ms    12 ms    12 ms  88.215.57.243
  3    16 ms    12 ms    12 ms  88.215.57.201
  4    12 ms    12 ms    12 ms  xe-7-0-2.edge6.London1.Level3.net [213.242.120.37]
  5    13 ms    12 ms    12 ms  ae-225-3601.edge3.London1.Level3.net [4.69.166.146]
  6    12 ms    12 ms    13 ms  ae-225-3601.edge3.London1.Level3.net [4.69.166.146]
  7     *       13 ms    13 ms  CABLE-WIREL.edge3.London1.Level3.net [212.187.138.162]
  8    13 ms    12 ms    13 ms  ae22-xcr1.lns.cw.net [195.2.30.61]
  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.

Trace complete.

[colin7]

Be prepared for a long wait and no answer.

Despite being asked on several subsequent occassions for the serial nnumber of my VSS, having it swapped for a new VSS (which doesn't work either) I have had no satisfactory response from Vodafone and the VSS has not been sitting for weeks with the same lights on and not providng me with the network coverage I was promised.

The most useful responses on this forum come from other unfortunate customers of Vodafone, for which I am extremely grateful. However, nobody seems to be able to explain why, without changing anything my end the VSS should stop working and why Vodafone then think that then changing something my end will make it work again - which it obviously does not.

Sadly, Vodafones poor netowrk coverage is not helped by an intermittently ineffective solution and even poorer customer care.

[arukDave]

@colin7

Chances are, something upstream of you (and maybe beyond your ISP) is fragmenting packets, AND something else between you and that, is blocking that data as a result...

All congecture and guessing in truth. 

Without a protocol analyzer and network sniffer, you'll never know sadly.

Regards.

Dave B.

[Robertalanjames]

Hi there Tech Team,

My MTU is 1462.

On the router I need a server IP address for the port forwarding - is that the IP assigned to the femtocell or a remore vodaphone server IP that I need to enter?

Cheers,

Rob

[Ben_H]

Hi folks,

Robertalanjames - The Vodafone IP ranges can be found in the troubleshooting guide here and are:

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

Jay - Thanks for letting me know. Looking at your serial number I can see the Sure Signal successfully synchronised with the network on the 15th. Had you not got the light sequence showing after 30 seconds of holding the button and did you manage to pull the power lead? 

Snowflake - Thanks for posting. Your tracetoute and IP all seem to be fine. I've checked your serial number and performed a manual resynchronisation so if you could perform a reset as detailed in Dave's post above you should be able to connect. If you've followed the steps in this guide and you're still unable to connect, I'd recommend testing the Sure Signal on a different internet connection so we can rule out a problem with your ISP or router.

Cheers, Ben

[Snowflake]

I tried the reset twice in case I had made a mistake the first time.  Each time the same thing happened: the power light came back on solidly red; then the Internet light next to it flashed white slowly for a few seconds; then the problem status resumed with Power - flashing, Internet - off, In Service - orange, In Use - orange.

As suggested I will test this out on a different Internet connection (Virgin Media cable with Netgear router versus my Orange with Belkin router) and let you know the outcome.  I won't be able to do this until Friday but will report back then.  Thanks for your help so far.

[hollandja1984]

Hi,

Just got VSS 3 and after working for only a day or two, I have the above symptoms. I have conducted the tests as per your trouble shooting guide and the results are as follows:

Speed Test:

Download 62.88Mb/s

Upload 2.99Mb/s

Ping 11ms

Ping Test:

Ping 19ms

Jitter 3ms

External IP Address:

81.109.19.17

Sure Signal Ser No:

40132127347

Traceroute Results:

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

C:\Users\jholland.WAVE-STREAM>
C:\Users\jholland.WAVE-STREAM>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 3 ms 1 ms 1 ms routerlogin.net [192.168.0.1]
2 12 ms 9 ms 9 ms cpc14-cbly5-2-0-gw.6-2.cable.virginm.net [81.109
.19.1]
3 11 ms 12 ms 9 ms glfd-core-2a-ae5-4036.network.virginmedia.net [6
2.254.207.105]
4 14 ms 12 ms 13 ms brnt-bb-1a-ae17-0.network.virginmedia.net [62.25
3.174.89]
5 14 ms 13 ms 22 ms brnt-bb-1c-ae0-0.network.virginmedia.net [62.253
.174.30]
6 21 ms 17 ms 16 ms brhm-bb-1c-ae8-0.network.virginmedia.net [62.253
.174.126]
7 * * * Request timed out.
8 28 ms 22 ms 23 ms lndgw2.arcor-ip.net [195.66.224.124]
9 21 ms 19 ms 18 ms 85.205.116.10
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.

Trace complete.

Hope you can help.  Let me know if you need more info.

[davew-online]

Paul,

Thanks, that's now got it working.

Many thanks for your help.

Dave.

[davew-online]

Hi Phil,

Tried resetting the vss via the reset button but this made no difference. The vss ends up with flashing red with LEDs 2 and 3 solid orange.

When I first tried on the 5th, I didn't have the port forwarding set correctly on my router. I corrected this earlier today (ports 50, 500 and 1723).

What else can we try?

Thanks,
Dave.