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Solution

Unable to register, add or remove users

Retired-George
Moderator (Retired)
Moderator (Retired)

‎06-10-2010 03:23 PM - last edited on ‎14-07-2014 04:59 PM by Moderator (Retired)

We’ve created this thread to help with online problems that may occur when registering, or managing your Sure Signal.

 

You need an online account so you can register and manage your Sure Signal.

 

You’ll receive a text as part of the registration process, which contains a security code. This code is only valid for 20 minutes.

 

We understand that if you own a Sure Signal, you’ll most likely have little or no coverage, so we recommend you register online when you know you’ll be able to receive the text.


Business customers:

If you’re a business customer you can’t register this via My Account and you need to visit Sure Signal for business. Just click ‘Register a Sure Signal’ and enter your company name as the owner and your mobile number as the administrator - this way you can still make any changes needed.


Consumer customers:

You’ll receive a text or email to confirm that the Sure Signal is fully registered.


Please note that problems can occur, if the number that’s registered as the Owner of the Sure Signal, is different than the main number registered for online billing.


Check for planned maintenance:

Check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

 

Planned maintenance can involve changes to the registration system, so wait for this to complete and then retry.


Pending active:

If your online account shows the Sure Signal as ‘Pending Active’, then post in this thread and we’ll look into it further.


All other issues:

If you have any other problems with your Sure Signal registration or management, just post the details below. We’ll need the following:

 

  • Exact error message
  • Step by step instructions for how to recreate the issue
  • Operating system
  • Browser and browser version

Thanks, 

Jenny

0 Thanks
848 REPLIES 848

spitfire_pixie
2: Seeker
2: Seeker

‎30-12-2014 06:04 PM

Hi

 

We've got a V3 Suresignal to replace our 1st that broke down, but while I can register  it online I can't add any users to it@

 

when you try to use the online form you get this :

 

Error invoking portlet "VAPGatewayController"


The source of this error is:

com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: Internal Server Error: null; nested exception is: 
	javax.servlet.ServletException.; nested exception is: 
	com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: null; nested exception is: 
	javax.servlet.ServletException
	at com.bea.wsrp.FaultInstanceFactory.<clinit>(FaultInstanceFactory.java:44)
	at com.bea.wsrp.proxy.ProxyBase.raiseFault(ProxyBase.java:563)
	at com.bea.wsrp.proxy.ProxyBase.invoke(ProxyBase.java:464)
	at $Proxy66.getMarkup(Unknown Source)
	at com.bea.wsrp.consumer.markup.GetMarkupService.invoke(GetMarkupService.java:49)
	at com.bea.wsrp.consumer.markup.GetMarkupService.invoke(GetMarkupService.java:37)
	at com.bea.wsrp.consumer.markup.AbstractMarkupService.invoke(AbstractMarkupService.java:156)
	at com.bea.wsrp.consumer.markup.AbstractMarkupService.invoke(AbstractMarkupService.java:135)
	at com.bea.wsrp.consumer.markup.MarkupServicesFacade.invoke(MarkupServicesFacade.java:42)
	at com.bea.wsrp.consumer.controls.ProxyPortletContent.invokeGetMarkup(ProxyPortletContent.java:665)
	at com.bea.wsrp.consumer.controls.ProxyPortletContent.beginRender(ProxyPortletContent.java:318)
	at com.bea.netuix.nf.ControlLifecycle$7.visit(ControlLifecycle.java:486)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:530)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walk(ControlTreeWalker.java:249)
	at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:361)
	at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:339)
	at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:330)
	at com.bea.netuix.nf.Lifecycle.run(Lifecycle.java:304)
	at com.bea.netuix.nf.UIControl.render(UIControl.java:597)
	at com.bea.netuix.servlets.controls.PresentationContext.render(PresentationContext.java:434)
	at com.bea.netuix.servlets.util.RenderToolkit.renderChild(RenderToolkit.java:147)
	at jsp_servlet._framework._skeletons._vodafonedefault.__col5_11._jspService(__col5_11.java:145)
	at weblogic.servlet.jsp.JspBase.service(JspBase.java:34)
	at weblogic.servlet.internal.StubSecurityHelper$ServletServiceAction.run(StubSecurityHelper.java:227)
	at weblogic.servlet.internal.StubSecurityHelper.invokeServlet(StubSecurityHelper.java:125)
	at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:283)
	at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:175)
	at weblogic.servlet.internal.RequestDispatcherImpl.invokeServlet(RequestDispatcherImpl.java:533)
	at weblogic.servlet.internal.RequestDispatcherImpl.include(RequestDispatcherImpl.java:459)
	at com.bea.netuix.servlets.controls.application.laf.JspTools.renderJsp(JspTools.java:124)
	at com.bea.netuix.servlets.controls.application.laf.JspControlRenderer.beginRender(JspControlRenderer.java:81)
	at com.bea.netuix.servlets.controls.application.laf.PresentationControlRenderer.beginRender(PresentationControlRenderer.java:62)
	at com.bea.netuix.nf.ControlLifecycle$7.visit(ControlLifecycle.java:482)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:530)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walkRecursiveRender(ControlTreeWalker.java:541)
	at com.bea.netuix.nf.ControlTreeWalker.walk(ControlTreeWalker.java:249)
	at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:361)
	at com.bea.netuix.nf.Lifecycle.processLifecycles(Lifecycle.java:339)
	at com.bea.netuix.nf.Lifecycle.runOutbound(Lifecycle.java:186)
	at com.bea.netuix.nf.Lifecycle.run(Lifecycle.java:140)
	at com.bea.netuix.servlets.manager.UIServlet.runLifecycle(UIServlet.java:419)
	at com.bea.netuix.servlets.manager.UIServlet.processControlTree(UIServlet.java:305)
	at com.bea.netuix.servlets.manager.PortalServlet.service(PortalServlet.java:779)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
	at weblogic.servlet.internal.StubSecurityHelper$ServletServiceAction.run(StubSecurityHelper.java:227)
	at weblogic.servlet.internal.StubSecurityHelper.invokeServlet(StubSecurityHelper.java:125)
	at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:283)
	at weblogic.servlet.internal.TailFilter.doFilter(TailFilter.java:26)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at com.cj.trim.trimFilter.doFilter(trimFilter.java:86)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at com.vodafone.couk.micrositeintegration.filter.MicrositeIntegrationFilter.doFilter(MicrositeIntegrationFilter.java:185)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at com.vodafone.couk.filters.UnAuthenticatedPagesFilter.doFilter(UnAuthenticatedPagesFilter.java:147)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at com.vodafone.couk.filters.PartialHoldingPagesFilter.doFilter(PartialHoldingPagesFilter.java:61)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at com.vodafone.couk.filters.RedirectionFilter.doFilter(RedirectionFilter.java:292)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at com.vodafone.couk.filters.RedirectsFilter.doFilter(RedirectsFilter.java:192)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at com.bea.p13n.servlets.PortalServletFilter.doFilter(PortalServletFilter.java:251)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at weblogic.servlet.internal.RequestDispatcherImpl.invokeServlet(RequestDispatcherImpl.java:531)
	at weblogic.servlet.internal.RequestDispatcherImpl.forward(RequestDispatcherImpl.java:266)
	at com.vodafone.couk.portal.redirects.LongToSeoURLServlet.longToSEOURL(LongToSeoURLServlet.java:451)
	at com.vodafone.couk.portal.redirects.LongToSeoURLServlet.doPost(LongToSeoURLServlet.java:139)
	at com.vodafone.couk.portal.redirects.LongToSeoURLServlet.doGet(LongToSeoURLServlet.java:108)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:743)
	at javax.servlet.http.HttpServlet.service(HttpServlet.java:856)
	at weblogic.servlet.internal.StubSecurityHelper$ServletServiceAction.run(StubSecurityHelper.java:227)
	at weblogic.servlet.internal.StubSecurityHelper.invokeServlet(StubSecurityHelper.java:125)
	at weblogic.servlet.internal.ServletStubImpl.execute(ServletStubImpl.java:283)
	at weblogic.servlet.internal.TailFilter.doFilter(TailFilter.java:26)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at com.bea.p13n.servlets.PortalServletFilter.doFilter(PortalServletFilter.java:251)
	at weblogic.servlet.internal.FilterChainImpl.doFilter(FilterChainImpl.java:42)
	at weblogic.servlet.internal.WebAppServletContext$ServletInvocationAction.run(WebAppServletContext.java:3251)
	at weblogic.security.acl.internal.AuthenticatedSubject.doAs(AuthenticatedSubject.java:321)
	at weblogic.security.service.SecurityManager.runAs(SecurityManager.java:121)
	at weblogic.servlet.internal.WebAppServletContext.securedExecute(WebAppServletContext.java:2010)
	at weblogic.servlet.internal.WebAppServletContext.execute(WebAppServletContext.java:1916)
	at weblogic.servlet.internal.ServletRequestImpl.run(ServletRequestImpl.java:1366)
	at weblogic.work.ExecuteThread.execute(ExecuteThread.java:209)
	at weblogic.work.ExecuteThread.run(ExecuteThread.java:181)
0 Thanks

Darragh
2: Seeker
2: Seeker
In response to spitfire_pixie

‎07-01-2015 11:42 AM

I have had the same problem when trying to add users. Error message starting with: Error invoking portlet "VAPGatewayController"

 

We have bought two of these for work and it's the same with both of them. I spent an eternity on the phone yesterday and was told to reset them and leave them for a few hours. Still having the same issue. I have tried different browsers, cleared cache and cookies and it's not worked. 

 

0 Thanks

Retired-Sarah
Moderator (Retired)
Moderator (Retired)
In response to Darragh

‎08-01-2015 12:10 PM

Hi @spitfire_pixie and @Darragh, 


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,

Sarah

0 Thanks

Darragh
2: Seeker
2: Seeker
In response to Retired-Sarah

‎09-01-2015 09:54 AM

Hi,

 

the FAQ don't cover this problem. 

 

Speed test results: 226.84 Mb p/s download, 118.6 upload 

 

Ping 14m/s

 

External IP:129.67.72.194

Trace Route:

1   ***
2hos-tr2.juniper1.rz13.hetzner.de213.239.224.33de0.250 ms0.248 ms 
 hos-tr3.juniper2.rz13.hetzner.de213.239.224.65de0.123 ms
3core21.hetzner.de213.239.245.81de0.245 ms  
 core22.hetzner.de213.239.245.121de0.234 ms 
 core21.hetzner.de213.239.245.81de0.245 ms
4core11.hetzner.de213.239.245.221de2.855 ms  
 core11.hetzner.de213.239.245.225de2.842 ms 
 core12.hetzner.de213.239.245.29de2.773 ms
5juniper4.rz2.hetzner.de213.239.203.138de2.842 ms  
 juniper4.rz2.hetzner.de213.239.245.26de2.848 ms2.837 ms
6r1nue2.core.init7.net82.197.163.29ch3.509 ms  
 r1nue1.core.init7.net77.109.135.101ch13.709 ms 
 r1nue2.core.init7.net82.197.163.29ch3.509 ms
7r1nue1.core.init7.net77.109.140.153ch13.907 ms2.911 ms14.066 ms
8r1lon1.core.init7.net77.109.140.253ch27.700 ms26.783 ms26.944 ms
9gw-janet.init7.net77.109.135.114ch17.590 ms  
 ae0.londtn-sbr1.ja.net146.97.35.109gb19.873 ms19.622 ms
1019.743 ms  
 ae29.londtw-sbr1.ja.net146.97.33.9gb22.578 ms22.760 ms
11ae30.londpg-sbr1.ja.net146.97.33.5gb17.107 ms16.906 ms 
 ae29.londtw-sbr1.ja.net146.97.33.9gb22.776 ms
12ae21.read-rbr3.ja.net146.97.37.206gb17.793 ms17.844 ms 
 ae30.londpg-sbr1.ja.net146.97.33.5gb16.927 ms
13ae1.read-rbr2.ja.net193.63.108.129gb18.045 ms  
 ae21.read-rbr3.ja.net146.97.37.206gb17.897 ms 
 ae1.read-rbr2.ja.net193.63.108.129gb18.045 ms
14ae2.oxfo-rbr2.ja.net193.63.108.134gb18.902 ms  
 ae1.read-rbr2.ja.net193.63.108.129gb18.129 ms 
 ae2.oxfo-rbr2.ja.net193.63.108.134gb18.902 ms
15Oxford-University-2.ja.net193.63.109.114gb19.642 ms19.703 ms 
 ae2.oxfo-rbr2.ja.net193.63.108.134gb18.975 ms
16Oxford-University-2.ja.net193.63.109.114gb19.658 ms19.685 ms19.481 ms
17cmusb.backbone.ox.ac.uk192.76.21.31gb19.283 ms19.414 ms19.226 ms
18   ***
19   ***
20   ***
No reply for 3 hops. Assuming we reached firewall.
Other functions:

 

Serial numbers are: 42144606052 & 42144606011

0 Thanks

imran_paruk
2: Seeker
2: Seeker

‎10-01-2015 03:09 PM

Hi, can't seem to register my sure signal serial 40111126930 on my vodafone says 

 

Sorry – there seems to be a problem.

We're working hard to fix the issue, so please try again later

 

Please help. 

0 Thanks

imran_paruk
2: Seeker
2: Seeker

‎11-01-2015 01:50 PM

Hi, yes it was. However it was in use and it was deregistered just last week.

Thanks
0 Thanks

florianh
2: Seeker
2: Seeker

‎13-01-2015 08:46 PM

Hello,

 

I am unable to add any users to my SureSignal box. The box works for my (the main number) but when I try to add another user to the box, I keep getting "Sorry there seems to be a problem. We are trying hard to resolve this, please try again later". I have tried multiple times over the last few days. I have tried resetting the box. I even tried deregistering and re-registering the box. No luck.

 

Any help will be greatly appreciated.

 

Florian

0 Thanks

imran_paruk
2: Seeker
2: Seeker

‎26-01-2015 01:16 PM

Hi laura.

Ive tried clearing cache, deleting history and everything else.

Ive even tried registering it on 3 different computers.

Im not sure whats going on.

Can you please sort this out for me.
4
The serial is 40111126930.

Thank you
0 Thanks

DaveCD
Moderator (Retired)
Moderator (Retired)
In response to imran_paruk

‎27-01-2015 09:58 AM

@imran_paruk 

 

Let's see if we can redister it for you. We'll need to pass security first and to get the ball rolling, contact our Live help.

 

@Patg 

 

Thanks for letting us know this has resolved your issue and you're now up and running.

 

DaveCD

0 Thanks

ceecjr
2: Seeker
2: Seeker

‎27-01-2015 03:53 PM - edited ‎30-01-2015 05:53 PM

I've not been contacted but the number has been added to my Sure Signal since I posted this so no action required now. Looks like 1 hour was really 3 days but I'm glad it's working at last. Thanks to whoever that was...

 

Chris

 

Hi,

 

I have a Sure Signal V3 and it works fine with my personal and work phone numbers so I presume my network connection and Sure Signal device are working OK.

 

My partner recently joined Vodafone (31/12/14). I initially added her to the Sure Signal for a few days on the number her phone came with and that was OK as well - so we know the phone (Lumia 930) is OK.

 

When she had her number from Orange ported over, I removed the "old" Vodafone number from the Sure Signal and tried to add the "new" number ported from Orange. Unfortunately, the My Vodafone system will not accept adding this number and fails with a message to the effect that "Something went wrong and we are trying hard to fix it. Try again later". I have tried numerous times (i.e. probably 30 times +) over the past few weeks without success. I've tried different browsers (IE, Chrome, Firefox) and computers (Windows 7, 8.1, 8.1 RT, Ubuntu 14.10), clearing the cache etc to no effect.

 

I also called Customer Services last Sunday and, having explained the problem, was told the number had been added by them and the Sure Signal would be updated within an hour, but it has not and she is still unable to make calls/texts at home, which was the whole point of her moving to Vodafone in the first place.

 

It seem to be an issue specific to that ported number rather than any of the equipment/network at my end. This is getting really frustrating as she has experienced numerous issues seemingly related to initial set up of her account and number porting.

 

Please will you contact me to set up this number on the Sure Signal and/or investigate as necessary?

 

Thanks,

Chris

 

0 Thanks