Sure Signal V3 not connecting

[Tom303]

Hi there,

We are having a bit of an issue with our Sure Signal (v3 latest model).

The device switches on and goes through the motions, however, every time it ends up with the following lights:

I have followed the troubleshooting steps on this forum but have had no luck. I've also reset the unit, left it unplugged for an hour or two and tried again, etc.

I have replaced the unit so it doesn't seem to be a hardware issue.

Please can anyone offer any advice or help with troubleshooting? I've read that there's also a vodafone whitelist of some kind?

Many thanks,

Tom

[Tom303]

Further to this:

Sure Signal Serial Number: 42141230369

Speed Test: 

Ping Test:

[Tom303]

And finally, results of the traceroute:

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

1 2 ms 1 ms 1 ms 89-197-10-113.virtual1.co.uk [89.197.10.113]
2 3 ms 3 ms 3 ms 172.21.6.240
3 4 ms 4 ms 4 ms 149.6.2.198
4 4 ms 4 ms 4 ms te0-0-0-11.ccr21.lon01.atlas.cogentco.com [149.6.2.197]
5 5 ms 6 ms 3 ms 195.2.22.21
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.

[Tom303]

Anyone? Any help would be greatly appreciated.

[Jenny]

Hi Tom,

Your Sure Signal isn’t connecting to our server.

Please let us know your IP address and we can check this is on the whitelist.

Also, please try the following:

Manually configure your router to allow port-forwarding.
In most cases, routers support a system called Universal Plug-n-Play (UPnP), which sets up port-forwarding for you automatically. If you’ve got a complicated network setup, or a complex router, you may need to enter these settings manually.

Please see the following for a list of IP addresses and port numbers that need to be forwarded to your Sure Signal's internal IP address. For instructions on how to do this, we recommend you contact your ISP or Router Manufacturer, or refer 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:

8 – TCP/UDP                 (All routers)

50 – TCP/UDP               (All routers)

53 – TCP/UDP               (Virgin Super Hubs)

67 – UDP                      (Virgin Super Hubs)                                                    

68 – UDP                      (Virgin Super Hubs)                                        

123 – UDP                    (All routers)     

500 – UDP                    (All routers)     

1723 – TCP/UDP           (BT Home Hubs)          

4500 – UDP                   (All routers)     

33434 – 33445 – UDP    (Virgin Super Hubs)

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 also needs to assign the Sure Signal with a DNS (Domain Name Server) address via DHCP (Dynamic Host Configuration Protocol).

Check your MTU settings.

Log into your router admin page and find the location of the MTU field. This varies depending on the make and model so you’ll need to look for it.

Change the value of the MTU size to 1500.

Log out of the router, this will usually result in a reboot.

Perform a reset of the Sure Signal:

-Hold in the reset button until all lights go solid

-Pull the power lead out with the reset button still pushed in

-Continue to hold down the reset button and reconnect the power lead

-Wait for all lights to come on and then release the reset button

The Sure Signal will now try to contact the network and download its profile. This can take up to 6 hours.

Thanks,

Jenny

[Tom303]

Hi Jenny,

Thanks for your response.

Our IP address is 89.197.10.114.

Our firewall is configured to allow these ports but still doesn't have any luck. I can also confirm that the sure signal does obtain a local IP address via DHCP.

Kind Regards,

Tom

[Retired-Matt_B]

Hi Tom,

Your IP address wasn't on our whitelist.

We've requested for it to be added and will let you know when it's been done.

Thanks,

Matt B

[Tom303]

Hi there!

Many thanks for looking into this. Have you had any luck adding the IP to the whitelist?

Thanks,

Tom

[Retired-Matt_B]

Hi Tom303,

I'm awaiting confirmation of this. I'll look to update you as soon as I get it.

Thanks,

Matt B

[Retired-Matt_B]

Hi Tom303,

I'm still awaiting confirmation from our team.

As soon as I've had it, I'll let you know.

Thanks, 

Matt B