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

[neiljpoole]

I have followed all of the instructions regarding portforwarding and firewall settings, but after several days, and a couple of resets (pressing and holding the reset button DOESN'T make the all the lights come on or flash), after each reset I get the solid Power light and flashing internet light which after a period of time turns into flashing power, orange internet and  orange in-use.

Suresignal serial number = 40132108339

Router is ZyXel zywall-usg-50

Internet access is through our Business Centre network (uses Virgin leased line I think)

We have a fixed public ip address of 217.158.74.210

tracert returns ...

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 192.168.2.1
2 1 ms 1 ms 1 ms 10.1.23.1
3 2 ms 1 ms 1 ms 217.158.74.193
4 4 ms 3 ms 4 ms g0-3-158-t40-ar3.router.uk.clara.net [80.168.8.169]
5 102 ms 11 ms 199 ms g2-1-2-t40-cr1.router.uk.clara.net [195.8.90.109]
6 4 ms 3 ms 4 ms ten0-0-0-t40-br3.router.uk.clara.net [195.8.68.86]
7 22 ms 20 ms 14 ms ldngw1.arcor-ip.net [195.66.224.209]
8 5 ms 5 ms 5 ms 85.205.116.14
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.

The only other bit of information - looking at the router logs I could see occasionally some external connections from the 212.183.133.xx addresses being allowed through the firewall.  However, I could see lots of external connections from 88.82.13.182:4500 being blocked.  As this is a vodafone address, I have also allowed this through our firewall - but it has made no difference.  I keep checking the firewall logs and can see nothing now being blocked that could be related to SureSignal. 

 

[neiljpoole]

After reading most of the other posts on this forum, it seems likely to me that my problem will be solved by adding my public ip address to the whitelist.  So do I just have to wait and wait .... and wait .... and wait  ..... until someone from Vodafone actually responds to my post ?

I have followed all of the instructions regarding portforwarding and firewall settings, but after several days, and a couple of resets (pressing and holding the reset button DOESN'T make the all the lights come on or flash), after each reset I get the solid Power light and flashing internet light which after a period of time turns into flashing power, orange internet and  orange in-use.

Suresignal serial number = 40132108339

Router is ZyXel zywall-usg-50

Internet access is through our Business Centre network (uses Virgin leased line I think)

We have a fixed public ip address of 217.158.74.210

tracert returns ...

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 192.168.2.1
2 1 ms 1 ms 1 ms 10.1.23.1
3 2 ms 1 ms 1 ms 217.158.74.193
4 4 ms 3 ms 4 ms g0-3-158-t40-ar3.router.uk.clara.net [80.168.8.169]
5 102 ms 11 ms 199 ms g2-1-2-t40-cr1.router.uk.clara.net [195.8.90.109]
6 4 ms 3 ms 4 ms ten0-0-0-t40-br3.router.uk.clara.net [195.8.68.86]
7 22 ms 20 ms 14 ms ldngw1.arcor-ip.net [195.66.224.209]
8 5 ms 5 ms 5 ms 85.205.116.14
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.

[Retired-Kay]

Hi neiljpoole, 

Apologies for the delay in getting back to you. 

Your traceroute is fine and the IP address is already on our whitelist. I've just resynced the Sure Signal for you, please do a reset to make sure this completes;

-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.

Let us know how you get on, 

Kay

[neiljpoole]

Before doing the reset, I had solid red power light and slow white flashing Internet light.

Pressed and held the reset button - the Internet light went out, then ~ 30 secs later started flashing again .

Released the reset button.

Now back with solid red power light and flashing white internet light.

How long should I expect to wait before anything else happens ?

[neiljpoole]

It has now gone back to flashing red power light, steady orange Internet light, In Service light off and steady orange In Use light.

[Jenny]

Hi neiljpoole,

Thanks for getting back to us.

As Kay said, everything’s looking fine at our end so please try the following:

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

Check your MTU settings

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.

Perform hard rest of 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.

The Sure Signal will be back online in around 1 hour.

Thanks

Jenny 

[neiljpoole]

Hi,

I have set up all the port forwarding as specified.

As a comment, if the list of ip addresses are "IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address" then surely they should be described as "Source IP Addresses" rather than "Destination IP Addresses".

I have turned on logging for these routes in my router, and can see lots of data going backward and forward between my SureSignal's local ip address and 212.183.133.179 on ports 500 and  4500.

One thing I have noticed is that the SureSignal is also making outgoing connections on port 4500 to ip address 

88.82.13.182 and my firewall is blocking incoming connection attempts to port 4500 from this same ip address.

As this ip address is also a Vodafone ip, I have tried allowing that also through the firewall, but this still doesn't make any difference.

After a reset, I get the solid red power light and slow flashing white internet light, and some time later that changes to flashing red and solid orange internet and in-use lights.

[Ben_H]

Hi neiljpoole,

Thanks for the update. Now you have the ports set up, has there been any change? Remember it can take an hour or two to come back online fully following a reset. 

Cheers, Ben

[neiljpoole]

No we still have a flashing red and solid orange internet and in-use lights since I last did a reset yesterday.

As I said before, I have turned on logging in my router, and can see that my SureSignal is making outgoing connections on port 4500 to ip address 88.82.13.182 (which the firewall allows as it is outgoing) but there are also incoming connection attempts to port 4500 from this same ip address.  As this ip address isn't mentioned on your list, it is being blocked by the firewall.

Should this ip address (and others) be added to the allowed list ?

[neiljpoole]

No we still have a flashing red and solid orange internet and in-use lights since I last did a reset yesterday.

As I said before, I have turned on logging in my router, and can see that my SureSignal is making outgoing connections on port 4500 to ip address 88.82.13.182 (which the firewall allows as it is outgoing) but there are also incoming connection attempts to port 4500 from this same ip address.  As this ip address isn't mentioned on your list, it is being blocked by the firewall.

Should this ip address (and others) be added to the allowed list ?

[Jenny]

Hi neiljpoole,

Thanks for getting back to us.

The only way that we will know for sure if this is due to your firewall, is by turning it off temporarily.

Alternatively, you can try using this on another connection (at a friend or family members for example).

Let me know how you get on.

Thanks,

Jenny