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Retired-Lee · ‎10-01-2013

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:

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

On a Mac:

Open Terminal (Applications, Utilities)
Type 'traceroute 212.183.133.177'
Press Enter

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

Thanks

LeeH

M-R-H · ‎19-12-2013

Can't seem to attach?

M-R-H · ‎19-12-2013

Part I

As discussed through the phone, we confirmed that the tcp and udp ports that vodafone sent to us are open for this client's network.
No ports are blocked in our firewall and rules are defined for allowing of all traffics.
Below are details confirming it.

-=-=-=-=-=-=-=-=-=-=
FIREWALL MONITORING
=-=-=-=-=-=-=-=-=-=-

--> Blacklist Group removed for this client's connection.

References to this object:

Type            Object                           Property
-------------- ------------------------------- ---------
DHCPServer      dhcp_Smart_Global_Trad           Interface
Route           main/70                          Interface
InterfaceGroup grp_bc-shared                    Members
InterfaceGroup Customers                        Members
InterfaceGroup grp_Auth_Registrate_Usage_Track Members
InterfaceGroup grp_Passthrough_Clients          Members
InterfaceGroup Customers_No_Auth                Members

-=-=-=-=-=-=-=-=-=-
PING TEST DETAILS
=-=-=-=-=-=-=-=-=-=

--> All TCP and UDP ports are open in our end.

################
8 - TCP & UDP
################

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -tcp -port=8
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     TCP: 10.247.181.142:2856 -> 141.1.1.1:8 allowed by rule "Auth_Registrate_Usage_Track"
       TCP: 10.247.181.142:2856 -> 141.1.1.1:8 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       TCP: 10.247.181.142:2856 -> 141.1.1.1:8 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 0-byte TCP ping to 141.1.1.1:8 from 90.152.4.44:2856
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"
TCP Reply from 141.1.1.1:8 to 10.247.181.142:2856 seq=0 RST time= 10 ms TTL=55

TCP Ping Results: Sent: 1, RST/ACKs Received:1, Loss: 0%, Avg RTT: 10.0 ms

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=8
-port=<0...65535> - Destination port of UDP or TCP ping
RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=8
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:65061 -> 141.1.1.1:8 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:65061 -> 141.1.1.1:8 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:65061 -> 141.1.1.1:8 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:8 from 90.152.4.44:65061
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

################
50 - TCP & UDP
################

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -tcp -port=50
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     TCP: 10.247.181.142:40799 -> 141.1.1.1:50 allowed by rule "Auth_Registrate_Usage_Track"
       TCP: 10.247.181.142:40799 -> 141.1.1.1:50 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       TCP: 10.247.181.142:40799 -> 141.1.1.1:50 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 0-byte TCP ping to 141.1.1.1:50 from 90.152.4.44:40799
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"
TCP Reply from 141.1.1.1:50 to 10.247.181.142:40799 seq=0 RST time= 10 ms TTL=55

TCP Ping Results: Sent: 1, RST/ACKs Received:1, Loss: 0%, Avg RTT: 10.0 ms

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=50
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:55844 -> 141.1.1.1:50 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:55844 -> 141.1.1.1:50 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:55844 -> 141.1.1.1:50 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:50 from 90.152.4.44:55844
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

M-R-H · ‎19-12-2013

Part II

################
53 - TCP & UDP
################

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -tcp -port=53
Rule and routing information for ping:
     TCP: 10.247.181.142:52707 -> 141.1.1.1:53 allowed by rule "NAT_DNS_Customers"
       TCP: 10.247.181.142:52707 -> 141.1.1.1:53 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       TCP: 10.247.181.142:52707 -> 141.1.1.1:53 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 0-byte TCP ping to 141.1.1.1:53 from 90.152.4.42:52707
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"
TCP Reply from 141.1.1.1:53 to 10.247.181.142:52707 seq=0 SYN+ACK time= 10 ms TTL=55
TCP Reply from 141.1.1.1:53 to 10.247.181.142:52707 seq=0 FIN time= 10 ms TTL=55

TCP Ping Results: Sent: 1, RST/ACKs Received:1, Loss: 0%, Avg RTT: 10.0 ms

ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=53
Rule and routing information for ping:
     UDP 10.247.181.142:58105 -> 141.1.1.1:53 allowed by rule "NAT_DNS_Customers"
       UDP: 10.247.181.142:58105 -> 141.1.1.1:53 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:58105 -> 141.1.1.1:53 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:53 from 90.152.4.42:58105
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

################
67 - UDP
################

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=67
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:22043 -> 141.1.1.1:67 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:22043 -> 141.1.1.1:67 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:22043 -> 141.1.1.1:67 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:67 from 90.152.4.44:22043
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

################
68 - UDP
################

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=68
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:32819 -> 141.1.1.1:68 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:32819 -> 141.1.1.1:68 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:32819 -> 141.1.1.1:68 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:68 from 90.152.4.44:32819
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

################
123 - UDP
################

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=123
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:14563 -> 141.1.1.1:123 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:14563 -> 141.1.1.1:123 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:14563 -> 141.1.1.1:123 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:123 from 90.152.4.44:14563
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

################
500 - UDP
################

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=500
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:13091 -> 141.1.1.1:500 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:13091 -> 141.1.1.1:500 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:13091 -> 141.1.1.1:500 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:500 from 90.152.4.44:13091
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

################
1723 - TCP & UDP
################

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -tcp -port=1723
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     TCP: 10.247.181.142:49836 -> 141.1.1.1:1723 allowed by rule "Auth_Registrate_Usage_Track"
       TCP: 10.247.181.142:49836 -> 141.1.1.1:1723 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       TCP: 10.247.181.142:49836 -> 141.1.1.1:1723 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 0-byte TCP ping to 141.1.1.1:1723 from 90.152.4.44:49836
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"
TCP Reply from 141.1.1.1:1723 to 10.247.181.142:49836 seq=0 RST time=<10 ms TTL=55

TCP Ping Results: Sent: 1, RST/ACKs Received:1, Loss: 0%, Avg RTT: 10.0 ms

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=1723
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:58785 -> 141.1.1.1:1723 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:58785 -> 141.1.1.1:1723 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:58785 -> 141.1.1.1:1723 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:1723 from 90.152.4.44:58785
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

################
4500 - UDP
################

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=4500
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:21633 -> 141.1.1.1:4500 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:21633 -> 141.1.1.1:4500 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:21633 -> 141.1.1.1:4500 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:4500 from 90.152.4.44:21633
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

################
33434 - 33445 - UDP
################

>> All ports are open in these TCP and UDP ports.

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33435
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:18278 -> 141.1.1.1:33435 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:18278 -> 141.1.1.1:33435 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:18278 -> 141.1.1.1:33435 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33435 from 90.152.4.44:18278
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33436
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:24292 -> 141.1.1.1:33436 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:24292 -> 141.1.1.1:33436 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:24292 -> 141.1.1.1:33436 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33436 from 90.152.4.44:24292
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33437
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:17274 -> 141.1.1.1:33437 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:17274 -> 141.1.1.1:33437 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:17274 -> 141.1.1.1:33437 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33437 from 90.152.4.44:17274
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33438
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:13080 -> 141.1.1.1:33438 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:13080 -> 141.1.1.1:33438 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:13080 -> 141.1.1.1:33438 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33438 from 90.152.4.44:13080
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33439
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:56218 -> 141.1.1.1:33439 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:56218 -> 141.1.1.1:33439 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:56218 -> 141.1.1.1:33439 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33439 from 90.152.4.44:56218
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33440
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:46815 -> 141.1.1.1:33440 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:46815 -> 141.1.1.1:33440 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:46815 -> 141.1.1.1:33440 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33440 from 90.152.4.44:46815
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

RUK1393-FW:/> ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33441
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:5414 -> 141.1.1.1:33441 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:5414 -> 141.1.1.1:33441 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:5414 -> 141.1.1.1:33441 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33441 from 90.152.4.44:5414
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33442
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:2211 -> 141.1.1.1:33442 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:2211 -> 141.1.1.1:33442 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:2211 -> 141.1.1.1:33442 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33442 from 90.152.4.44:2211
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33443
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:48417 -> 141.1.1.1:33443 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:48417 -> 141.1.1.1:33443 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:48417 -> 141.1.1.1:33443 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33443 from 90.152.4.44:48417
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33444
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:2451 -> 141.1.1.1:33444 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:2451 -> 141.1.1.1:33444 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:2451 -> 141.1.1.1:33444 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33444 from 90.152.4.44:2451
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

ping 141.1.1.1 -v -srcip=10.247.181.142 -recvif=vlan62_Smart_Global_Trad -udp -port=33445
Rule and routing information for ping:
GOTO: Trigged rule "To_Outgoing" in table "Rule" -> table "Outgoing".
     UDP 10.247.181.142:11814 -> 141.1.1.1:33445 allowed by rule "Auth_Registrate_Usage_Track"
       UDP: 10.247.181.142:11814 -> 141.1.1.1:33445 piped by rule "bc-shared-out" - Fwd Chain: bc-shared_out, std-out
       UDP: 10.247.181.142:11814 -> 141.1.1.1:33445 piped by rule "bc-shared-out" - Ret Chain: bc-shared_in, std-in

Sending 4-byte UDP ping to 141.1.1.1:33445 from 90.152.4.44:11814
sent via route "0.0.0.0/0 via If1, gw 90.152.4.41" in PBR table "main"

Please have this forwarded to the client

Retired-James · ‎19-12-2013

Hi M-R-H,

Can you reconfirm the serial number you’re using because iu can only find one that’s de-registered.

James

M-R-H · ‎23-12-2013

Hi James,

Yes it's 40130618024

Retired-Dave · ‎23-12-2013

Hi M-R-H,

Thanks for confirming that for us.

That particular Sure Signal hasn't connected since December 9, which is a full week before you posted to say it was working at home but not in the office.

Given the change of location and security settings, I've just tried a fresh resync for you. Can you get them to reset it to see if this clears up anything?

Unplug the ethernet cable from the Sure Signal
Locate the button on the base of the box next to the Ethernet ports
Press and hold the button for approximately 30 seconds
Once the lights come back on, release the button
Plug the cable back in
Allow around one hour for the Sure Signal to come back online.

If not, we may have to look at getting you or them speaking with our technical teams. It looks like something in the security settings, but the basic checks all seem OK.

Dave

M-R-H · ‎24-12-2013

Hi Dave, still no joy I'm afraid.....

Any suggestions for the next step?

Seasons greetings to you and the team.

DaveCD · ‎24-12-2013

Hi guys

@jamesqgordon

Is it possible to try the device on a different connection?

Please can you also confirm which one it is you’re using currently?

@robertjoysmith

Please can you ensure that all the following ports are open on your router:

8 TCP UDP Unassigned

50 TCP UDP Remote Mail Checking Protocol

53 TCP UDP Domain Name System (DNS)

67 UDP Bootstrap Protocol (BOOTP) Server; also used by Dynamic Host Configuration Protocol (DHCP RX)

68 UDP Bootstrap Protocol (BOOTP) Client; also used by Dynamic Host Configuration Protocol (DHCPTX)

123 UDP Network Time Protocol (NTP)—used for time synchronization

500 UDP Internet Security Association and Key Management Protocol (ISAKMP)

1723 TCP UDP Microsoft Point-to-Point Tunnelling Protocol (PPTP)

4500 UDP IPSec NAT Traversal

33434 - 33445 UDP Traceroute for IP location check and bandwidth estimation

A reset would then be required as follows:

-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

Your upload speed is very close to the minimum limit, is there anything else using the connection at the same time?

It could be worth contacting your Internet Service Provider to see if they can increase your speeds.

Please let me know how you get on.

@M-R-H

We’ll need to speak with our support team regarding this, can you get in touch here.

Merry Christmas

DaveCD

jamesqgordon · ‎24-12-2013

No, same connection, same everything - just stopped working.

Have mailed the ISP about port forwarding as I don't have access to the router locally, but no chance of additional speed as I live in a rural area and the broadband is over a radio link. Speeds vary from around 4 up to 5 meg usually.

I am using40132627494

Sukhi · ‎24-12-2013

Hi jamesqgordon

If you're unable to test it at a different location, then the next step would be a repair.

Thanks

Sukhi

Community home

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