Old VSS1 stopped working new VSS3 not working either. Looking for some knowledgeable help.

[MartinBaines67]

I had a history of my old VSS1 sometime not working and requiring a hard reset to make work. Then this week it just ceased working completely and after a long saga with telephone support - who basically just took me through steps I had done before many times - I got sent a new VSS3 (i.e. the one with the pass through power connector).

I registered this on the admin page and got a text and email telling me it was registered correctly. The new device does not appear to be working either which makes me strongly suspect netowrk issues. After a reset the device spends a long time (about an hour) with the Red power light solid and the "internet" light fllashing white. Eventually this stops and it ends in a mode with the lights thus:

Red Power - Flashing

Orange Internet - Solid

Service- OFF

Orange User - Solid

The Sure signal Serial Number is: 40123308740

Its MAC address is: 0c:4c:39:07:a7:53

My ISP is BT.

My External IP address is: 86.132.92.144   (as given by http://www.whatsmyip.net/ and also validated by checking router)

A Speedcheck gives:

Download speed: 2.45Mb/s

Upload Speed: 0.361 Mb/s

I have opened up all the ports as requestest for TCP and UDP viz: 50, 500, 4500, 8, 123, 1723

The VSS has been assigned a constant IP address by DHCP and I can ping the device on the local network.

From the router log I can see the VSS trying to get to various addresses on the ports above. Here is a snip of the activity:

Thu, 2013-01-31 17:12:12 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.133.181,123 - [VODA5 rule match]
Thu, 2013-01-31 17:12:12 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.131.133,123 - [VODA5 rule match]
Thu, 2013-01-31 17:12:13 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.177,4500 - [VODA3 rule match]
Thu, 2013-01-31 17:12:16 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.133.181,123 - [VODA5 rule match]
Thu, 2013-01-31 17:12:16 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.131.133,123 - [VODA5 rule match]
Thu, 2013-01-31 17:12:19 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.177,4500 - [VODA3 rule match]
Thu, 2013-01-31 17:12:20 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.133.181,123 - [VODA5 rule match]
Thu, 2013-01-31 17:12:20 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.131.133,123 - [VODA5 rule match]
Thu, 2013-01-31 17:12:24 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.133.181,123 - [VODA5 rule match]
Thu, 2013-01-31 17:12:24 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.131.133,123 - [VODA5 rule match]
Thu, 2013-01-31 17:12:31 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.177,4500 - [VODA3 rule match]
Thu, 2013-01-31 17:12:32 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.133.181,123 - [VODA5 rule match]
Thu, 2013-01-31 17:12:32 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.131.133,123 - [VODA5 rule match]

A pathping as suggested elsewhere on this forum gives:

C:\Windows\system32>pathping 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
0 Martin-N220 [192.168.0.4]
1 192.168.0.1
2 213.123.107.58
3 217.32.98.161
4 213.1.69.70
5 217.41.168.102
6 217.41.168.51
7 217.41.168.107
8 acc1-10GigE-0-0-0-4.l-far.21cn-ipp.bt.net [109.159.249.66]
9 core2-te0-0-0-4.faraday.ukcore.bt.net [109.159.249.45]
10 host213-121-193-137.ukcore.bt.net [213.121.193.137]
11 LNDGW2.arcor-ip.net [195.66.224.124]
12 85.205.116.6
13 * * *
Computing statistics for 300 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Martin-N220 [192.168.0.4]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 35ms 0/ 100 = 0% 0/ 100 = 0% 213.123.107.58
0/ 100 = 0% |
3 --- 100/ 100 =100% 100/ 100 =100% 217.32.98.161
0/ 100 = 0% |
4 34ms 0/ 100 = 0% 0/ 100 = 0% 213.1.69.70
0/ 100 = 0% |
5 34ms 0/ 100 = 0% 0/ 100 = 0% 217.41.168.102
0/ 100 = 0% |
6 --- 100/ 100 =100% 100/ 100 =100% 217.41.168.51
0/ 100 = 0% |
7 35ms 0/ 100 = 0% 0/ 100 = 0% 217.41.168.107
0/ 100 = 0% |
8 34ms 0/ 100 = 0% 0/ 100 = 0% acc1-10GigE-0-0-0-4.l-far.21cn-ipp
.bt.net [109.159.249.66]
0/ 100 = 0% |
9 39ms 0/ 100 = 0% 0/ 100 = 0% core2-te0-0-0-4.faraday.ukcore.bt.
net [109.159.249.45]
0/ 100 = 0% |
10 36ms 0/ 100 = 0% 0/ 100 = 0% host213-121-193-137.ukcore.bt.net
[213.121.193.137]
0/ 100 = 0% |

11 39ms 0/ 100 = 0% 0/ 100 = 0% LNDGW2.arcor-ip.net [195.66.224.12
4]
0/ 100 = 0% |
12 37ms 0/ 100 = 0% 0/ 100 = 0% 85.205.116.6

Trace complete.

A trace route gives:

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 1 ms 1 ms 1 ms 192.168.0.1
2 33 ms 32 ms 33 ms 213.123.107.58
3 33 ms 32 ms 32 ms 217.32.98.161
4 34 ms 34 ms 34 ms 213.1.69.70
5 34 ms 34 ms 34 ms 217.41.168.102
6 37 ms 33 ms 33 ms 217.41.168.51
7 34 ms 33 ms 33 ms 217.41.168.107
8 34 ms 34 ms 34 ms acc1-10GigE-0-7-0-4.l-far.21cn-ipp.bt.net [109.1
59.249.74]
9 39 ms 38 ms 39 ms core2-te0-0-0-4.faraday.ukcore.bt.net [109.159.2
49.45]
10 34 ms 34 ms 34 ms host213-121-193-137.ukcore.bt.net [213.121.193.1
37]
11 37 ms 34 ms 35 ms LNDGW2.arcor-ip.net [195.66.224.124]
12 36 ms 36 ms 36 ms 85.205.116.6
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.

I really hope someone here can help as telephone support is driving me mad as I only seem to get a person who actually knows what an IP Address is about 1 time in 5 let alone how a femtocell works!

Thanks

Martin

86.133.

[MartinBaines67]

Is anyone from Vodafone looking at this? Even if you don't yet have an answer it would be good to know it's been picked up. I am available near the device all day today so can do whatever diagnostics are necessary if it helps.

Look I'll even beg for some help this is getting so frustrating - I'm not proud I just want to get this fixed and I am not sure I will have more will to live if I have to phone first line support yet again! Please will someone at least confirm this is not just another Vodafone black hole?

[Retired-James]

Hi Martin,

Thanks for your posts here.

From what I can see everything looks fine however, can you confirm if you are using a Home Hub 3 with your BT internet connection?

The reason that I ask is that we have seen a few reports of issues and are currently investigating this side of things.

On a side note, if you log into your router admin panel, can you confirm if you have port clamping selected?

James

[MartinBaines67]

Hi James,

Thanks for the response. Although I am on BT Internet I am not using a Home Hub, I am using a Netgear DGN2000.

I am not sure what you mean by "port claping", What I have done is opened up all the ports above for outgoing connections (although that shold have been the defailt anyway) and redirected any externally initiated connection on those ports to the VSS IP address as well. I have never seen in the logs though any externally initiated triggering of the rules just out goiing.

Also is there anyway you guys can contact your support on 08700 700 191 ? I just phoned before you answered this and they were just trying to get me to factory reset my phone (again) and insisting the light pattern meant the devce is faulty which is completely different from the suport info here. I am knowledgeable but someone who is not would just be an infinite loop of useless actions. It's not the fault of the individuals who are really nice and try to help but clearly are just following a very rigind scipt with little background knowledge.

Thanks again

Martin

[Retired-Lee]

Hi there MartinBaines67,

Is the Netgear the BT supplied one?

If not could you switch to the router they gave you?

Thanks,

LeeH

[MartinBaines67]

Hi Lee,

Not the Netgear was not the supplied one from BT - that failed years ago and I have been using the Netgear since. It has been the one I have used since I got the original Sure Signal.

A little more info for you. Yesterday I did another hard reset on the VSS and ever since it has been in a mode with the Power light on and the the "internet" light flashing. When I look at the router logs it seems it started as it did before alternating between connecting to port 123 on one of two different servers then a connect to a server on port 4500. It then changed - there was a single transaction to s server on port 500 and then went to connecting to a server on port 4500 at the rate of about once every 10 minutes. The log from the server arounf that time is below.

Assuming your use of ports is standard and 123 is used for NTP it looks like this time it connected to a time server, did an IPsec style key exchange on port 500 and is now wating on a response (4500 is usually used for IPsec or VPN NAT traversal).

I am happy to run further diagnostics if you need.

Hope that helps

Martin

Router log. Before this it was doing the server polls of 123 (NTP?) since the VSS was booted. After what looks like a key exchange on 500 it settled into the sending on 4500 (NAT Traversal). Unfortuantely logging on the router is quite limited so I can't see the responses coming back.

Fri, 2013-02-01 12:15:44 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.133.181,123 - [VODA5 rule match]
Fri, 2013-02-01 12:15:44 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.131.133,123 - [VODA5 rule match]
Fri, 2013-02-01 12:15:44 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.178,4500 - [VODA3 rule match]
Fri, 2013-02-01 12:15:52 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.133.181,123 - [VODA5 rule match]
Fri, 2013-02-01 12:15:52 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.131.133,123 - [VODA5 rule match]
Fri, 2013-02-01 12:15:55 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.178,4500 - [VODA3 rule match]
Fri, 2013-02-01 12:15:56 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.133.181,123 - [VODA5 rule match]
Fri, 2013-02-01 12:15:56 - UDP Packet - Source:192.168.0.10,50124 Destination:212.183.131.133,123 - [VODA5 rule match]
Fri, 2013-02-01 12:17:47 - UDP Packet - Source:192.168.0.10,500 Destination:212.183.133.178,500 - [VODA2 rule match]
Fri, 2013-02-01 12:17:52 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.178,4500 - [VODA3 rule match]
Fri, 2013-02-01 12:24:12 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.178,4500 - [VODA3 rule match]
Fri, 2013-02-01 12:34:02 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.178,4500 - [VODA3 rule match]
Fri, 2013-02-01 12:44:18 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.178,4500 - [VODA3 rule match]
Fri, 2013-02-01 12:53:58 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.178,4500 - [VODA3 rule match]
Fri, 2013-02-01 13:04:14 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.178,4500 - [VODA3 rule match]
Fri, 2013-02-01 13:13:59 - UDP Packet - Source:192.168.0.10,4500 Destination:212.183.133.178,4500 - [VODA3 rule match]

[Sukhi]

Hi MartinBaines67

We have had confirmation that the VSS does work with equipment supplied by BT, as you’re using a different router  it is hard to narrow down where the issues lies.

Could you test the VSS at a different location?

Thanks

Sukhi

[MartinBaines67]

Hi,

Last night I went to a friend and tried the device on his network - which is on a much higher speed connection (20Mb/s) on a completely different network (VirginMedia). I left it plugged in for about 3 hours and it stayed in the "slow flash" mode of the internet light mode for about 3 hours and never changed from that. His router cannot give logs so I have no more info as to what it actually was doing other than after the intitial few flashes it seemed to attempt a connection about once every 10 minutes so concistent with previous results.

When I came back I plugged it back into my own network after another hard reset and went to bed.

When I got up this morning it seems to be working - i.e. the internet light is white and steady and the service light is steady and white. My phone can connect and when it does the user light is white and steady. So it currently seems to be working.

Looking at the log it seems to have been in the mode of polling port 123 (NTP I am assuming) until about 03:08 when there was a lot of activity on port 4500. It then settled down to the once every 10 mintes connect on 4500. It also seems to be doing two connects to 123 (Time sync?) every hour.

So the bottom line: it is currently working but as I have not actually changed anything I am concerned we have not got the root cause and would be interested if there is anything on your side (Ipresume your servers have reasonably detailed logs) that might give a clue as to what was going on?

I will monitor it for a while and of course will let you know if/when it fails again. 🙂

Thanks

Martin

[Phil]

Hi MartinBaines67,

Thanks for coming back to us and I'm glad it's all up and running.  Whilst it's certainly a strange one, sometimes they do just need to be disconnected for a period of time.  When reconnected it forces it back through to the network. 

Do let u know if you require any further help though. 

Thanks,

Phil

[MartinBaines67]

Guess what? Yes that's right it's failed again.

I had to power off my router (it was on a power circuit which was being worked on, nothing wrong with it or the network). When it came back the VSS3 almost immediately flipped into a its "can't connect" state. When I looked at the router I saw it was configued exactly as it was before the power cycle except DHCP had allocated a new IP address (not surprising as they do not have a permanant lease so I would hope a device like the VSS could cope with IP changes).

I did a reset on the VSS3 and it went into the mode where the "internet" light flashes slowly. In the logs I see as before that it did one UDP transaction to  212.183.131.131:500 (Key exchange if it sticks to normal IPsec/VPM conventions) and then UDP transactions to 212.183.131.131:4500 (NAT traversal I presume). at about 3 to 5 minute intervals - there may be more traffic as I think the router only logs what it thinks are new connections (meaningless term I know for UDP but I presume it does not want log swamping).

Interestingly this time I am not seeing any transactions to port 123 (NTP) so I assume its clock must be in sync enough with whatever it is talking to.

I would really appreciate it if someone could pick this up again - as you will see from this thread we never got to a root cause of what happened before and it concerns me that this is likely to happen everytime the router needs to be restarted for unconnected reasons.

Thanks in advance!

PS If it helps the new IP address is: 81.158.24.134 all other stats are the same as when I originally posted.