Sure Signal V3 stopped working

[dsldsl999]

My sure signal v3 has been working ok for a few months but require a power off every 2 days on average as it will drop the connection and that's the only way it will connect again,

I have noticed 2 to 3 days ago it stopped working completely. Only the red power light on and very ocassionally the interent light will flash slowly. It has been like this since and I have tried the reset method already but no luck.

Ping test and trace route also looks good and it is nothing to do with firewall as it has been working before. I am with Plusnet on the fibre and my speed is 60Mbps down and 20Mbps up so bandwidth is not a problem also. MTU wise the router is on 1492 as that is the maximum limit on PPPoE and it has been connection ok.

I have check the router and the SS3 has obtain an IP and the Ethernet cabe also changed.

My IP is : 84.92.41.212

Tracert below:

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

tracert 212.183.133.177

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

1 341 ms 2 ms 2 ms home.gateway.home.gateway [192.168.0.10]
2 17 ms 17 ms 18 ms lo0-central10.ptw-ag02.plus.net [195.166.128.196
]
3 65 ms 18 ms 20 ms link-b-central10.ptw-gw02.plus.net [212.159.2.15
0]
4 17 ms 17 ms 16 ms xe-0-2-0.ptw-cr02.plus.net [212.159.0.250]
5 16 ms 16 ms 21 ms ae2.ptw-cr01.plus.net [195.166.129.4]
6 23 ms 19 ms 20 ms lndgw2.arcor-ip.net [195.66.224.124]
7 20 ms 18 ms 20 ms 85.205.116.10
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.

Ping test to ISP shows 17ms

SS box serial: 40131561090

1) Can you please force a re-sync?

2) Can you please add my IP to the whitelist?

3) Any other suggestion?  

[Retired-Andy]

Hi dsldsl999,

I’ve just pushed the resync through for you now.

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

• 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

I’ve checked your IP address and it’s already on our whitelist so no problems there.

Let me know how you go on.

Cheers,

Andrew

[dsldsl999]

Hi there,

My SS V3 has been working ok since 9/2013 and it has stopped working again about 1 month ago. I now get a constant flashing power LED and the 2nd and 3rd LED is on solid amber (From the left 1st LED is not on). The SS V3 seems to go through a cycle of restart as after a the 1st LEd will start to flash and then it will return to the usual flashing power and solid amber 2nd and 3rd LED.

There has been no changes at all with my Internet connection but it just stopped working out of the blue. Have tried reset many times also.

Line speed is 55Mbps down and 16Mbps up tested today at speedtest.net.

Tracert and ping time both the same. Please help!

My IP is : 84.92.41.212

Tracert below:

Microsoft Windows [Version 6.2.9200]
(c) 2012 Microsoft Corporation. All rights reserved.

tracert 212.183.133.177

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

1 341 ms 2 ms 2 ms home.gateway.home.gateway [192.168.0.10]
2 17 ms 17 ms 18 ms lo0-central10.ptw-ag02.plus.net [195.166.128.196
]
3 65 ms 18 ms 20 ms link-b-central10.ptw-gw02.plus.net [212.159.2.15
0]
4 17 ms 17 ms 16 ms xe-0-2-0.ptw-cr02.plus.net [212.159.0.250]
5 16 ms 16 ms 21 ms ae2.ptw-cr01.plus.net [195.166.129.4]
6 23 ms 19 ms 20 ms lndgw2.arcor-ip.net [195.66.224.124]
7 20 ms 18 ms 20 ms 85.205.116.10
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.

Ping test to ISP shows 17ms

SS box serial: 40131561090

[dsldsl999]

can someone from vodafone reply? This is not a solved issue but a recurring issue.

[Retired-Andy]

Hi dsldsl999,  

The light sequence you’re getting show that the Sure Signal hasn’t been able to authenticate on our servers.

Try a different Ethernet cable between the unit and your router to see if this fixes things for you.

Also, make sure the following ports are open on your router:-

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

Another setting to check is that your router’s MTU is set to 1500.

If everything is fine, and the suggestions don’t help, the next thing would be to try the Sure Signal on a different internet connection such as a family member or friend.

Let me know how you get on.

Cheers,

Andy

[dsldsl999]

Hi there, thanks for the reply. Can I just point out that my SS3 device has been working between 9/2013 to 1/2014 after the resync was done last year. There has been no changes since and it just suddenly stopped working. I have already tried different cable and I can actually see traffic going to your server so I am suspecting it to be server side issue. MTU had never been set to 1500 because my router cannot allow PPPoE to go over 1492. Port forward is not necessary as the router supports vpn pass-through. It makes sense for you to check the last connected date of the device and force a resync.

[Gemma]

Hi dslds999,

The light sequence is an authentication problem.

I can see we’ve already tried to re-sync it for you which hasn’t worked.  

Please could you de register and re register your Sure Signal?

Please let us know how you get on.

Thanks,

Gemma

[dsldsl999]

Hi,

I have deregistered and registered but without success. I have make sure your server ip range pass through the router and I can see on the logs that there is regular connection to your server ip on udp port 500 (IPSEC). If my ss3 is hitting your server and it is being not authenticating then it means server side issue as it has been working since Sept last year without changes.

[dsldsl999]

Can you double check my ip is on your whitelist already?

[dsldsl999]

Hi there,

I have gone through your fourm and read many threads from people suffer from similar problems. I work for a router manufacturer so my network knowledge is above average. I have used from SS1 to SS3 as I have the SS3 at home and at work we have the SS1 and SS2.

My understanding of the SS box (femtocell) devices is that they use a IPSEC VPN to connect back to Vodaphone server so that traffics can be routed over. Therefore the router needs to pass-through the IPSEC traffic otherwise it won't work. In theory if IPSEC traffics are going through then the conenction should remain but for some reason it has never been stable.

I actually had another SS3 before this one and it disconnects frequently either daily or every 2-3 days and will not reconnect until I unplugged it. After being messed around for near 6 months for a replacement, I was told it is quicker to buy a new one online and customer services will credit me back on my bill. So I have had this SS3 since roughly around September last year and it has been working. It still disconnect every now and then and require a power cycle but the important thing is it connects.

There has been no changes with my router or Internet settings since so it is strange that the device will suddenly not authenticate with your server where it has been authenticating ok for the last few months. I will be interested to know see logs you can obtain from your server that can help with resolving this problem as I can clearly see traffic going from the SS3 via the router to your server so it i highly unlikely it is to do with ports or firewall being closed