New Sure Signal V3 Not Connecting

[heathk]

Hi

I've just connected up a new V3 sure signal. I've used several sure signals before so am reasonably au fait with the process.

I'm registered the sure signal to my vodafone account, added some users. I've received confirmation text messages of the initial sure signal registration and also of the user additions.

The sure signal is showing a flashing power light and then solid activity (light 2) and solid in use light (light 3). The manual says to contact support, so here I am.

As per the main Sure Signal troubleshooting thread my particulars are as follows:

Sure Signal Serial: 42151652288

Public IP Address: 81.133.160.167 (staticallly assigned with BT)

Speed Test results: 24ms Ping, 25.28Mbps Download, 6.38 Mbps Upload

Pingtest results: 43ms ping, 15ms jitter, line quality B* (unable to test packet loss)

NOTE: The laptop where traceroute was run from, goes through 2 local routers before hitting the outside world (10.0.0.254 and then 192.168.1.254) the Suresignal goes directly into the final router (192.168.1.254)

C:\Users\VidSys>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms 3 ms 4 ms 10.0.0.254
2 11 ms 9 ms 18 ms BTBusinessHub.home [192.168.1.254]
3 21 ms 23 ms 29 ms host81-139-192-1.in-addr.btopenworld.com [81.139
.192.1]
4 14 ms 15 ms 17 ms 213.120.182.141
5 17 ms 29 ms 22 ms 213.120.161.82
6 16 ms 23 ms 18 ms 213.120.182.67
7 15 ms 22 ms 19 ms 31.55.164.107
8 20 ms 24 ms 25 ms 109.159.248.77
9 21 ms 38 ms 29 ms core2-te0-4-0-4.ealing.ukcore.bt.net [109.159.24
8.134]
10 26 ms 28 ms 26 ms peer1-xe4-0-1.telehouse.ukcore.bt.net [213.121.1
93.148]
11 22 ms 37 ms 29 ms lndgw2.arcor-ip.net [195.66.224.124]
12 21 ms 23 ms 38 ms 85.205.0.86
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.

Please advise.

Thanks!

[Retired-Wayne]

@heathk

Welcome to the eForum.

Have you opened the following ports on your router?

Ports to be opened for forwarding

• 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)

IP addresses to be allowed on the router & firewall

• 212.183.133.177-179
• 212.183.133.181-182
• 212.183.131.128-191

If it still doesn’t start working after this, please try resetting the device:

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

[heathk]

Hi Wayne,

Thanks for that.

So, I opened up the all the ports and forwarded them to the Sure Signal. I still got the same error lights.

So, I followed the instructions to the reset the device. These didn't seem to work. Specifically, it is implied that between steps 3 and 4 that the lights should go off (so that they can come back on in step 4) but they didn't. I ended up holding down the reset button for about 1min 30 and then got bored. The lights then went out. So, in trying to get back to the steps, I then held down the button again until the power light came back on. Then I released the button and plugged the ethernet cable back in.

Now, things are even worse that before. There are now no lights at all on the  sure signal at all. I've unplugged it from the mains and am currently giving it a little 'rest' in case its gotten a bit confused.

I'm concerned that the reset steps that I effectively executed might have killed the unit having triggered some internal reset/wipe... Is that possible?

Either way, looking for you assistance please.

Regards,

Kris.

[heathk]

Hi Wayne,

Another update here - after having a little lay down, the Sure Signal now powers back on again. However, the same errors lights as before;

Power - Flashing and then the middle and right-most lights on solid.

We used to run a Sure Signal V2 here at the same location and it just worked. It got moved to another location for business reasons. Is there any investigation or reporting you can do from your end to investigate why this new unit is complaining?

Regards,

Kris.

[Retired-Laura]

@heathk - We can see the Vodafone Sure Signal is trying to make contact with the Vodafone network.

With you using a BT home hub, try turning the Smart set up off on the router options as this can interfere with the Sure Signal set up process.

[heathk]

Hi Laura,

Thanks for that. I've just checked and the Smart Setup feature is already disabled on the BT Business Hub (v5, type A).

I've brought the Sure Signal home with me to test it here instead. I've already got a V1 sure signal working fine here, so it should be a good test.

Regards,

Kris.

[heathk]

Hi Wayne

Thanks for the reply.

Can you clarify though regarding the ports you mentioned. Do you mean that the listed ports should be forwarded from the internet back to the SS OR that the firewall should allow communication out to those ports on public IP addresses.

I noticed that some of those ports are associated with hosting VPN services. We're already running a VPN server on the work network and so some of those ports are already directed to that VPN server accordingly. I cannot afford to redirect them to the SS.

However, I do run a similar setup elsewhere of SS and VPN server sat on same network and have port forwarding from public IP to VPN server local IP. Despite this the SS (a V1 model) does operate properly.

Appreciate your advise on this.

Cheers,
Kris.

[Sukhi]

@heathk

Yes the ports Wayne's provided need to be open from your internet/router. 

If you're still facing issues, the next step would be to test the Sure Signal at a different location, if possible with a different ISP.

[heathk]

Sukhi,

I've now tested this Sure Signal at home. Despite conducting none of the port configuration previously suggested, it works properly. I am with BT at home too although have one of the residential Home Hubs (V3). I have a Sure Signal V1 working fine here aside from this test, so the results are at least consistent with that.

So, that suggests that the connectivity issue at work may be BT or BT-router related. Is there any debugging you can suggest or assist with the Vodafone-side to determine specifically what the problem is there?

[Jenny]

@heathk – If you have the access, you could try turning off the VPN to see if that’s what’s preventing it from working.

Other than that, we’re limited as to what we can suggest as the issue’s with the connection and not the Sure Signal itself.