Un Sure Signal v1 after SIM swap (which may not be related!)

[met24]

Hi all,

My normally trusty Sure Signal v1 has become unsure of itself! Serial number 21196904318, it's been working very nicely for a long time then when I had a new SIM issued on my main number (the one against which the Sure Signal is registered), the new SIM didn't pick up the 3G signal.

As far as I can remember, at this stage the other registered SIMs were still working, but a new one that I added at the same time didn't pick up the signal.

Factory resetting the box hasn't helped, nor leaving it off for a week or so, nor deregistering and reregistering against any one of several numbers! The top two lights and the bottom light are all on, but no flashing third light. I can see the IPsec traffic between the box and the clusterXX.vap.vodafone.co.uk servers going through okay -- and if I add or remove numbers a new config of some sort gets pushed down from Vodafone. But still no 3G signal that the mobile devices want to connect to! (iPhone 5S, iPad 3, Blackberry 9790, Nokia E51, the last 3 of which have always been happy in the past.)

I gather that there is a firmware update for the v1 boxes -- is it worth you pushing that out to see if it resolves the problem? The symptoms I'm seeing sound like the ones mentioned on http://forum.vodafone.co.uk/t5/Vodafone-Sure-Signal/Sure-Signal-1-s-w-upgrade/td-p/1735796

Many thanks!

Best wishes,

Martin

[Retired-Andy]

Hi Martin,

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

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:

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

Andrew

[met24]

Hi Andrew,

Already tried everything suggested in the troubleshooting guide before even looking at it!

Speed test: 20.73 Mbps down, 2.09 Mbps up, 11ms ping RTT

Ping test: 12ms RTT with 2ms jitter

External IP address: 81.187.236.98 (and no NAT is in use)

Traceroute from the router to which the VSS is connected:

traceroute to 212.183.133.177 (212.183.133.177), 30 hops max, 60 byte packets
1 concorde.met24.net (81.187.239.182) 0.889 ms 1.063 ms 1.270 ms
2 b.gormless.thn.aa.net.uk (90.155.53.52) 9.079 ms 9.261 ms 9.738 ms
3 c.aimless.thn.aa.net.uk (90.155.53.43) 9.969 ms 10.444 ms 11.414 ms
4 ge-1-0-0-0.mario.as34270.net (85.91.238.217) 11.648 ms 11.681 ms 11.865 ms
5 xe-0-0-0-0.luigi.as34270.net (85.91.224.10) 12.138 ms 12.346 ms 13.548 ms
6 ge-7-23-780.car3.London1.Level3.net (212.187.200.145) 13.778 ms 10.089 ms 39.562 ms
7 ae-52-52.csw2.London1.Level3.net (4.69.139.120) 14.589 ms 14.591 ms 14.810 ms
8 ae-230-3606.edge4.London1.Level3.net (4.69.166.21) 10.892 ms ae-229-3605.edge4.London1.Level3.net (4.69.166.17) 11.610 ms ae-231-3607.edge4.London1.Level3.net (4.69.166.25) 12.088 ms
9 195.50.122.66 (195.50.122.66) 16.524 ms 16.559 ms 16.585 ms
10 85.205.116.6 (85.205.116.6) 14.781 ms 15.234 ms 15.263 ms

11 * * *

...

VSS (v1) Serial number: 21196904318

Kind regards,

Martin

[Jenny]

Hi Martin,

Thanks for getting back to us.

I can see that your Sure Signal connected to our server last night. Is this back up an running now?

If not, I’ve re-synced this for you today so please complete this by performing a factory reset as follows:

-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

Let us know how you get on.

Thanks,

Jenny 

[met24]

Hi Jenny,

Thanks for the reply! I tried the factory reset last night and again this morning but still no joy I'm afraid. The top two LEDs and the bottom LED are on, and I can see from packet dumps that there is regular communication with the Vodafone servers, but no magic flashing third LED or 3G connection on the devices.

I don't know if this is relevant, but when it has been working, every 2 minutes or so it will spend about 10 seconds sending repeated NTP requests to your time servers, and I'm not seeing that right now -- only a single packet of a couple of hundred bytes of IPsec traffic each way every 5 to 10 seconds. 

Most head-scratching!

Thanks for your help,

Martin

[Retired-Simon]

Hi met24

Thanks for your reply.

I just want to get this right, initially you had an updated SIM that didn’t work but all the others did, you’ve de-registered the numbers and re-added them and now they don’t?

The SIM update is a simple fix. Before pushing through the firmware update through, try de-registering your Sure Signal for 24 hours, then re-register online.

Let us know how you get on.

Thanks

Simon

[met24]

Hi Simon,

That's correct, yes!

I'm away from home for a few days so I can't power cycle the box, but I can deregister it and leave it like that. I'll block its network traffic as well, then reregister it and give it the network back when I get home again.

Once I'm back, should I power cycle it and/or do a factory reset -- and should I do so before or after reregistering?

Many thanks!

All the best,

Martin

[Sukhi]

Hi met25

You shouldn’t need to factory reset. Let us know how you get on :).

Thanks

Sukhi

[met24]

Hi,

Having deregistered the box and blocked its external network access for about 5 days, when I got home last night it was showing just the top LED. I restored its network access, power cycled it and reregistered it against my main number, but didn't add any additional numbers.

LEDs 1, 2 and 4 are again lit and the IPsec communication with the Vodafone servers is there, but still no 3G signal. If I add or remove additional numbers 40Kb or so of data gets pushed down from Vodafone -- so clearly the box is talking to the network -- but mobile devices do not get 3G.

What do we do next?

Martin

[Ben_H]

Hi Martin,

It looks like we're going to need to get you the software update manually. It can take up to 24 hours so could you perform another reset for me tomorrow morning (Wednesday) anytime after 8am? Be sure to post back to let us know it's working.

Cheers, Ben