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10-01-2013 03:46 PM - last edited on 14-07-2014 05:29 PM by Jenny
This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:
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:
Traceroute command:
On a PC:
On a Mac:
This will help us get the quickest possible resolution for you.
Thanks
LeeH
10-12-2013 04:25 AM
Update - so a while after writing the last post I happened to be in the room with the VSS box so that I could reset the router. Once again, it was showing one solid red light and two solid white lights (Internet and In Service) - which to me means I am back on line.
After resetting the router - the VSS box went to a flashing red light and one orange light solid (Internet) and then back to the usual flashing red and two solid orange ( In service and In Use).
Wonder if it will be successful post the router "reboot". Assuming everything is ok - how long should the VSS box take to come back up to a working state? best / average / worst case?
Andrew
10-12-2013 04:33 AM
10-12-2013 09:39 AM
VSS still working this morning as I left - let's see if it is still up when I get back tonight....
*fingers crossed*
Andrew
10-12-2013 09:02 AM
Hi,
I am having the same problem as above.
I have enabled port forwarding, tried different plug sockets, re-set several times etc.
Please could you help?
My details are as below:
Speed Test Results
Download Speed - 11.75mbps
Upload Speed - 0.83mbps
Ping - 30ms
Ping Test Results
Ping - 28ms
Jitter - 6ms
External IP Address
5.67.98.126
Sure Signal Serial Number
40133800124
Traceroute Results
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.
C:\Users\leeb>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 5 ms 3 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 30 ms 23 ms 23 ms 0278085c.bb.sky.com [2.120.8.92]
4 24 ms 23 ms 26 ms ae99.edge3.London2.Level3.net [212.187.201.57]
5 59 ms 23 ms 25 ms ae-0-11.edge4.London2.Level3.net [4.69.200.126]
6 23 ms 23 ms 23 ms ae-3-3.ebr1.London1.Level3.net [4.69.141.189]
7 26 ms 26 ms 24 ms ae-43-43.ebr1.London1.Level3.net [4.69.167.26]
8 24 ms 25 ms 23 ms ae-58-113.csw1.London1.Level3.net [4.69.153.122]
9 25 ms 23 ms 23 ms ae-121-3507.edge4.London1.Level3.net [4.69.166.9
]
10 44 ms 43 ms 43 ms 195.50.122.66
11 41 ms 43 ms 44 ms 85.205.116.14
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.
10-12-2013 10:59 AM
Hi
Trying to setup a Suresignal 3 for a customer, wouldnt work at their office, so have it on my test network now in my office with same problem (I have updated the postcode on the suresignal account)
speed test
ping 22
down: 10.21
up: 0.87
ping test
packet loss: 0%
ping 34ms
jitter 2ms
Grade A
external ip: 212.42.184.20
Suresignal serial: 40132621539
Traceroute:
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 my.router [192.168.230.254]
2 <1 ms <1 ms <1 ms adsl-212-42-184-17.fast.net.uk [212.42.184.17]
3 20 ms 23 ms 26 ms th41-7201-bt21cn-router1.fast.net.uk [212.42.162.226]
4 20 ms 20 ms 18 ms th41-asr-router1.fast.net.uk [212.42.162.122]
5 14 ms 12 ms 18 ms th11-asr-router1.fast.net.uk [212.42.162.118]
6 23 ms 24 ms 26 ms ge-1-3-0-7.lon1.as8553.net [195.10.255.117]
7 12 ms 11 ms 12 ms lndgw2.arcor-ip.net [195.66.224.124]
8 29 ms 28 ms 21 ms 85.205.116.2
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
If you could reset/resync/whatever that would be great.
Also once I confirm this actually works, and move it back to my customer's office (and update the postcode), will it just work? or do i need to let you know the new external ip address?
Thanks
10-12-2013 12:20 PM
Hi there looking for some technical help on this.
the information you asked for:
Your speed test results:
73 down
18 up
Your ping test results:
19ms
0 Jitter
Your external IP address:
217.40.247.133
Your Sure Signal serial number:
40133639019
The results of a traceroute:
Tracing route to 212.183.133.177 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms 192.168.0.254
2 16 ms 15 ms 15 ms 81.148.0.1
3 68 ms 19 ms 18 ms 213.120.178.141
4 21 ms 19 ms 19 ms 213.120.177.98
5 16 ms 16 ms 16 ms 217.41.168.63
6 19 ms 19 ms 19 ms 217.41.168.107
7 16 ms 19 ms 19 ms 109.159.249.118
8 20 ms 23 ms 23 ms 109.159.249.35
9 17 ms 17 ms 17 ms 109.159.254.173
10 21 ms 19 ms 19 ms 195.66.224.124
11 21 ms 20 ms 20 ms 85.205.116.14
12 * * * Request timed out.
13 * * * Request timed out.
10-12-2013 03:37 PM
@bobeard
Please can you let us know which Home Hub you’re using?
@swyddefrog
I’m pleased to see that this is working.
We don't have any logs we can access but let us know if anything changes.
@dcv
Awesome!
@LeeBirch
Please can you check the serial number you’ve provided as this is showing as not being registered?
@CScottAxis
This has been registered but not connected to our server, is this on a corporate or standard internet connection?
@deadringers
Please can you try the following?
Check that your Sure Signal has been assigned an internal IP address by your router.
The Sure Signal must be assigned an internal IP address by your router. If your router supports DHCP (Dynamic Host Configuration Protocol), this must be enabled as doing so will enable the router to assign an IP address to your Sure Signal automatically.
For more instructions on how to do this, please check your router manual or contact your ISP or router manufacturer.
If your router or network configuration doesn’t allow DHCP, you’ll need to assign a static IP address to your Sure Signal's MAC Address by using your router's configuration panel. Please contact 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.
Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.
Please see the following for 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
Port 53 – TCP/UDP
Port 67 – UDP
Port 68 – UDP
Port 33434 – 33445 - 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.
If you are a Virgin Media customer, please make sure IPsec passthrough is selected.
Cheers
DaveCD
10-12-2013 03:48 PM
Hi DaveCD
It is currently connected to a standard internet connection via a Draytek Vigor 2900, and I configured the port forwarding to the suresignal as well. The Router is showing sessions to 212.183.131.139 on ports 500 and 4500
Thanks
10-12-2013 07:50 PM
Hi,
I am using a Home Hub 3
Thanks
Bob