Sure Signal is not working behind the sonicwall firewall

[praveencusat]

Hello,

I would really need some help from anyone of you to fix this. I have been trying to do everything i can with the help of this forum but no luck yet and dont know where to go.

I have one sure signal and its sitting behind the Dell Sonicwall firewall. i have done the NAT for the following ports 

• 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  

and open the firewall for the following ips as well

• 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

Here is the traceroute result from our internal network to one of the VSS ip:

C:\Documents and Settings\adam>tracert 212.183.133.181

Tracing route to 212.183.133.181 over a maximum of 30 hops

1 34 ms 34 ms 35 ms park-basinet-3.router.demon.net [195.173.73.196]

2 35 ms 35 ms 35 ms park-inside-4-g6-0-4-s669.router.demon.net [195.
173.73.241]
3 35 ms 35 ms 35 ms ge-2-0-6-xur1.lns.uk.cw.net [194.70.97.118]
4 35 ms 36 ms 36 ms xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
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 * ^C
C:\Documents and Settings\adam>tracert 212.183.133.177

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

1 35 ms 34 ms 35 ms park-basinet-3.router.demon.net [195.173.73.196]

2 35 ms 34 ms 35 ms park-inside-4-g6-0-4-s669.router.demon.net [195.
173.73.241]
3 35 ms 35 ms 35 ms ge-2-0-5-xur1.lns.uk.cw.net [194.70.99.9]
4 35 ms 35 ms 35 ms xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
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 * ^C
C:\Documents and Settings\adam>

I have done all this but its still not working. Could anyone please help me to solve this issue?

Kind Regards,

Praveen

[Retired-Matt_B]

Hi praveencusat,

Could you let us know the serial number of your Sure Signal?

It'd also be handy if you could let us know the light sequence you're seeing.

Thanks, 

Matt B

[praveencusat]

Hi Matt,

Thanks for your reply.

I have got serial number and its 40134969266. But i need to go to that site to see the light sequeance and i am going tomorrow and let you know. 

[DaveCD]

Hi praveencusat.

The Sure Signal has been registered but it's still to connect with our servers.

So we can identify the fault we'll need to understand what lights are showing on the Sure Signal.

Please use a different Ethernet cable and reset the device as follows:

• Press and hold the reset button for 10 seconds will factory reset the device. This will trigger the software reload and profile sync to the Sure Signal.

DaveCD

[praveencusat]

Hi Dave,

Sorry for the late reply. 

We had to test the sure signal again and the lights sequence are as follows.

Red light is flashing, orange lights are steady on and there is no light on the internet icon.

Kind Regards,

Praveen

[praveencusat]

Hi Dave,

We have rebooted the box but it's still the same. Please find below and attached results of the tests: 

The serial no. is 40134969266.

IP Address is 195.11.114.89

Speedtest.net gives a ping of 41, download of 11mbps and upload of 0.6mpbs.
Pingtest.net gives: unable to test for packet loss, ping 65ms, jitter 8ms


TRACERT:

C:\Documents and Settings\karl>tracert 212.183.133.177

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

1 36 ms 36 ms 35 ms park-basinet-3.router.demon.net [195.173.73.196]

2 37 ms 207 ms 49 ms park-inside-4-g6-0-4-s669.router.demon.net [195.
173.73.241]
3 36 ms 36 ms 36 ms ge-2-0-5-xur1.lns.uk.cw.net [194.70.99.9]
4 36 ms 37 ms 37 ms xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
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.

[Retired-Ian_]

Hi praveencusat,

Your IP address is fine.

I can see that it still hasn't connected to the server.

I need you to try a few things for me:

• Make sure you try a different Ethernet cable
• Ensure the Sure Signal plugs directly into the router
• Go into your router settings. You should see either IP Sec, or APN. This has to be ticked.

Thanks,

Ian

[praveencusat]

Hi Ian,

Thanks for the reply. 

We have a Socic firewall behind our modem and it acts as DHCP server. VSS box is connected to the firewall. We have done the required port forwarding specified in your instruction. We have also replaces the ethernet cable as well. But the internet light is still off. Does it mean it has no internet connection to reach out the vodafone network?

[Retired-Sarah]

Hi praveencusat,

Please see here, for further help with the light sequence you’re seeing.

Would it at all be possible to restart your Sure Signal, without the fire wall?

Sarah

[praveencusat]

Hi Sarah,

Sorry for the late reply. 

I have tried everything but still no luck. My traceroute is followed and its not reaching your network.

C:\Documents and Settings\adam>tracert 212.183.133.177

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

1 39 ms 36 ms 37 ms park-basinet-3.router.demon.net [195.173.73.196]

2 36 ms 40 ms 37 ms park-inside-4-g6-0-4-s669.router.demon.net [195.173.73.241]
3 36 ms 38 ms 38 ms ge-2-0-5-xur1.lns.uk.cw.net [194.70.99.9]
4 38 ms 36 ms 37 ms xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.

Any help would be appreciated.