SureSignal 3

[RNJarvis]

Hi,

Could you add our office IP to the whitelist, please?

IP: 213.123.233.242 (static)

S/N: 40134654447

Downstream: Approx 60 Mbps, Approx Upstream: 15 Mbps (Fibre)

No firewall restrictions.

The device works fine in a different office (with same comms. hardware) but not where we need it.

Thanks

Richard

[Jenny]

@RNJarvis - Your IP address is already on the whitelist.

What problems are you having? 

So we can look into this further, please get back to us with the following:

• Your speed test results from here.
• Your ping test results from here.
• Your external IP address from here.
• The results of a traceroute.
• Your Sure Signal serial number:

VSS Traceroute command

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

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

[RNJarvis]

Hi,

Thanks for your reply.

We have a Flashing Power Light
Solid amber In Service light
Solid amber In Use light

The VSS device itself has been tested in another location and worked fine.
Unable to uncover any router related restrictions.

Results from speedtest.net
28ms ping
61.50 mpbs down
16.74 mbps up

Results from PingTest.net
Packet Loss - 0%
Ping - 34ms
Jitter - 2ms

External IP:
213.123.233.242

VSS Serial Number:
40134654447

Trace Route Results:
Tracing route to 212.183.133.177 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms router.asus.com [192.168.64.1]
2 22 ms 22 ms 22 ms host81-139-192-1.in-addr.btopenworld.com [81.139
.192.1]
3 22 ms 22 ms 22 ms 213.120.182.141
4 23 ms 23 ms 23 ms 213.120.161.82
5 23 ms 23 ms 23 ms 31.55.164.63
6 24 ms 23 ms 24 ms 31.55.164.107
7 23 ms 23 ms 23 ms 109.159.248.85
8 33 ms 29 ms 30 ms core2-te0-4-0-4.ealing.ukcore.bt.net [109.159.24
8.134]
9 27 ms 27 ms 27 ms peer1-xe0-1-0.telehouse.ukcore.bt.net [109.159.2
54.132]
10 32 ms 30 ms 30 ms lndgw2.arcor-ip.net [195.66.224.124]
11 29 ms 29 ms 29 ms 85.205.0.86
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.

Thanks

[Retired-Laura]

@RNJarvis - So we can make sure that the Vodafone Sure Signal is making a connection to the network, de-register and re-register the device.

Once you’ve done this, let us know if it's improved for you.

If not can you let us know the light sequence you’re seeing on the device.

[RNJarvis]

Hi,

This has been de-activated and re-activate.

Unfortunately, the light sequence is still showing – Flashing Red with the In Service and In Use lights both solid amber.

What's next?

Thanks

[Gemma]

@RNJarvis

Please check your ports are opened as follows:

• 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)

IP addresses to be allowed on the router & firewall

• 183.133.177-179
• 183.133.181-182
• 183.131.128-191

After this, follow the below steps for a reset: 

• Unplug the Ethernet cable from the Sure Signal
• Locate the button on the base of the box next to the Ethernet ports
• Press and hold the button for approximately 30 seconds
• Once the lights come back on, release the button
• Plug the cable back in

Allow around 1 hour for the Sure Signal to come back online.

[RNJarvis]

Hi,

We've just opened up all of the ports specified (most of which we had done anyway), and reset the device.

Unfortunately, there is still no change in the status of the VSS box.

Are you seeing any communication from this device at all?

Thanks

[Sukhi]

@RNJarvis

There still hasn't been any connection to our servers. The next thing I'd suggest would be a repair.

[duncanblowe]

Yet another thread with duff info.

The reset sequence given is incorrect for a SS3. Press and hold the button for around ten seconds, then release it. Holding the button down until the lights come back on won't happen!

One thing to check. Mine had been working fine for 9 months then just stopped with the same light sequence. In the end I changed the 'accept fragmented packets' setting in my router and it now works perfectly. (No thanks to VF tech support)

I don't know what changed but it was nothing at my end.  Worth a try, and might save you the hours of grief I had.