Sure Signal Box V3 Issues

[dancsg]

Hi there,

We have a customer with an issue connecting with the Vodafone Sure Signal Box v3. The power light is flashing, Internet light off, service and in use lights both orange. The customer is on an MPLS circuit, is this the issue? We have allowed all IP's and ports you recommend in this thread http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Lights-power-flashing-internet-off-service-off-u...

When we run a ping test we get the message

“Packet Loss Test Error – Couldn’t connect to the test server. A firewall could be blocking the connection or the server might be having some issues. Please try again later.”

The customer takes the device home and it works on his home broadband fine.

Kind regards,

Dan

[BandOfBrothers]

Hi

Does anything in http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Troubleshooting-Please-read-before-posting/td-p/... help ?

[dancsg]

Hi there,

After clicking the corresponding light sequence picture it takes you through some troubleshooting steps. One of the first ones is to run a ping test, this fails straight away with the message I posted above.

Kind regards,

Dan

[Apple_Fanboy]

Hi Dancsg

Could you check that your firewall is not blocking connections to 212.183.133.177 as that's where you are trying to do the tracert to and its failing due to it being blocked (or the machine user having insufficient privileges)

If that doesn't work can you confirm who the ISP is for the customer and what their IP ranges are as it could be a whitelisting issue.

Many thanks

John

[dancsg]

Hi John,

We have made exceptions for the IP's and ports listed here:

https://www.vodafone.co.uk/cs/groups/public/documents/webcontent/vftst061123.pdf

Can you advise on any additional there may be?

Kind regards,

Dan

[Amanda]

Hi @dancsg,

We'd love to help your customer.

We need you to provide the following info so that we can look into it- 

The speed test results from here.

The ping test results from here.

The external IP address from here.

The results of a traceroute.

The Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks,

Amanda

[dancsg]

Hi there,

When running a ping test the customer gets a blocked by firewall message.

We have allowed all ports on the following IP's

Vodafone_212.183.131.128/26

Vodafone_NTP_212.183.133.181/32

Vodafone_NTP_212.183.133.182/32

Vodafone_VSS_212.183.133.177/32

Vodafone_VSS_212.183.133.178/32

Vodafone_VSS_212.183.133.179/32

Are there any extra IP's that need to be configured?

Kind regards,

Dan

[dancsg]

Speedtest: Ping 41ms, Download 8.01Mbps, Upload 8.27Mbps

Pingtest: “Packet Loss Test Error” – Couldn’t connect to the test server. A firewall could be blocking the connection or the server might be having some issues. Please try again later.”

IP Address: 89.206.248.163

Traceroute: Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

C:\Users\julianb>tracert 212.183.133.177

Tracing route to 212.183.133.177 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  192.168.10.254

  2    25 ms    16 ms    11 ms  172.16.15.1

  3     *        *        *     Request timed out.

  4    11 ms    11 ms    11 ms  172.16.15.251

  5    70 ms   102 ms    35 ms  v1252-abb003.router.uk.clara.net [89.206.248.164

]

  6    11 ms    11 ms    11 ms  ten3-2-abb001.router.uk.clara.net [195.216.3.193

]

  7    15 ms    15 ms    15 ms  be1-t40-mse1.router.uk.clara.net [195.157.3.18]

  8    19 ms    17 ms    15 ms  lndgw2.arcor-ip.net [195.66.224.124]

  9    16 ms    15 ms    16 ms  85.205.0.93

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.

C:\Users\julianb>

Sure Signal Serial Number: 42151265289

[Apple_Fanboy]

Hi Dancsg

The Ping test is probably failing due to the Vodafone servers being configured to not respond to pings as a security measure. The traceroute looks ok with a small amount of latency on just one hop but that shouldn't be an issue.

With this working on another connection it may well be an IP whitelist issue. Could you provide your ISP and their IP ranges so the Forum team can check it is ok?

Thanks

John

[dancsg]

Hi John,

The ISP is Claranet and the IP range is 192.168.10.0/24

Kind regards,

Dan