Changed ISP now VSS3 not working

[romquick]

Hi

I have an FTTC connection that was with Andrews and Arnold but I have now migrated to Zen

Since the migration, both my VSS1 and VSS3 have stopped working

The VSS3 has the following lights:

Power - flashing

Internet - off

In service - solid orange

In use - solid orange

Speedtest:

17MB down

3MB up

Pingtest:

Ping 47ms

Jitter 35ms

External IP:

82.69.17.78

Tracert:

C:\Windows\System32>tracert 212.183.133.177

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

  1     2 ms     2 ms     1 ms  192.168.1.1
  2    23 ms    21 ms    22 ms  losubs.subs.dsl2.wh-man.zen.net.uk [62.3.87.147]

  3    22 ms    22 ms    23 ms  xe-0-3-0-114.cr1.wh-man.zen.net.uk [62.3.87.169]

  4    97 ms    29 ms    29 ms  ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]
  5   110 ms    31 ms    31 ms  lndgw2.arcor-ip.net [195.66.224.124]
  6    62 ms    30 ms    30 ms  85.205.116.2
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  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.

Any help gratefully received

[romquick]

Sorry, forgot to include serial numbers:

VSS3:

40124131117

VSS1:

21228235848

[Retired-Andy]

Hi romquick,

Everything is fine with your traceroute, speed test and ping test.

Your IP address is on our whitelist, so no problems there either.

The lights on the version 3 Sure Signal show that it can’t authenticate on our servers.

It’s likely that the change of ISP has affected the connection of both units.

I’ve resynced them for you now.

So that the resync completes, can you do a factory reset for each one:-

For the version 1:-

• Hold down the reset button until all the lights show/flash (about 30 seconds)
• Keeping the reset button held down, remove then re-insert the power lead
• Once all the lights display, release the reset button
• The Sure Signal will come online in about an hour

For the version 3:-

• Find the button on the base of the unit 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 come online in around one hour

Let me know how you go on.

Cheers,

Andrew

[romquick]

Hi Andrew

No joy I'm afraid

The VSS 1 still only has just the power light on

The VSS 3 still has 1 (red) flashing and 3 and 4 solid amber

Just to clarify the reset procedure

On the VSS1, when powered on press and hold the reset button for 30 seconds - am I expecting any change in the lights?

Keep finger on the reset and power cycle the VSS

After a few seconds the lights go on and off in turn. i.e. 1 on/off then 2 on/off etc. They don't all come on at the same time?

On the VSS3, when powered on press and hold the reset button for 30 seconds - am I expecting any change in the lights? Nothing changes unless I release the button

Release the reset button and the VSS seems to reboot

I have tried this a few times now on both, leaving it for more than hour inbetween each attempt

Any other ideas?

[Retired-Kay]

Hi romquick, 

Please try the following reset for me on the version 1;

1 - Hold the reset button until all 4 lights are solid. Don't let go of the button until step 4

2 - Remove the power cable then the LAN cable

3 - Insert ONLY the power cable

4 - When the lights flash 1, 2, 3 then 4 release the reset button and wait for the unit to boot (5 mins should do it).

5 - Insert the LAN cable and wait 

The reset you mention on version 3 is correct. Can you try a different Ethernet cable and port to see if this helps? 

Thanks, 

Kay

[romquick]

Hi Kay

On the VSS1, I have held down the button for around 2 minutes and the lights never came on solid

Every 30 seconds or so, they would flash 1234 though

On the VSS3, I have already changed the LAN cable and switched a differnet LAN port on my switch

I can see the VSS is getting an internal IP address on my DHCP server

[Retired-Andy]

Hi romquick,

When the lights flash, that’s the time to release the reset button.

With the change in ISP, check to make sure you have the following ports open/forwarded on both Sure Signals:-

Port Number

8          TCP      UDP

50         TCP      UDP

53         TCP      UDP

67                     UDP

68                     UDP

123                   UDP

500                   UDP

1723     TCP      UDP

4500                 UDP

33434 - 33445    UDP

Once the ports are open, repeat the factory reset for the Sure Signals.

Let me know how you go on.

Thanks,

Andrew