V3 Problems (Power flashing & solid Amber Service light)

[Hambroski]

Please  note that this is a different problem to the one raised for a different serial number v3 unit.

I am trying to install 40124108412 and 40124107836 at PE31 8AE.

The FAQ does not appear to be relevant due to not covering v3 and also not covering the symptom.

I previously had a v1 box 21196758813 working here fine.

On both V3s I get a flashing red and a solid amber on the service light. No sign of internet and user lights.

I have amended the router to allow port access for:

Port 50 - TCP/IP
Port 4500 - UDP
Port 500 - UDP
Port 123 - UDP

Port 8 - TCP/IP

Port 1723 (BT Customers only) - TCP/UDP

My IP Address is:86.133.19.212

Speednet - 38ms Download 6.8mbps Upload 0.34mbps

Pingtest - 0% lost, Ping 37ms, Jitter 9ms

I have put one in the DMZ but this makes no difference. 

Traceroute via the router shows:

traceroute to 212.183.133.177, 30 hops max

  1  217.47.93.250         40 ms

  2  217.47.93.161         30 ms

  3  213.1.69.86           30 ms

  4  217.41.168.102        40 ms

  5  217.41.168.49         30 ms

  6  217.41.168.107        30 ms

  7  109.159.249.64        30 ms

  8  109.159.249.33        40 ms

  9  213.121.193.97        30 ms

 10  195.66.224.124        40 ms

 11  85.205.116.6          40 ms

 12 Request timed out.     *

 13 Request timed out.     *

Trace complete.

Please can you help

[robinv2]

Hi James,

Thanks for the reply - it does seem like there's something wrong at the router stage. Here's some screen shots of the software showing the port forwarding - the second in/out entry is diffrent because of that earlier thread and i'm trying his settings, but i've tried it with normal settings too (does that make sense?). It's just about run its 24 hours on this test and still no joy so my next step is to reset the router to factory and see if i can start all over again. http://www.soulcircus.org.uk/temp/netgear/ images here.

I've forwarded ports 5, 50, 4500, 123, 8 as instructed.

The VSS is on 192.168.0.4 and is setup as a reserved IP for its Mac and is what the ports are forward to.

Here's the trace:

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

C:\Windows\system32>tracert 212.183.133.177

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

  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2    24 ms    24 ms    24 ms  losubs.subs.dsl5.wh-man.zen.net.uk [62.3.83.10]

  3    24 ms    23 ms    24 ms  no-dns-yet-62-3-86-25.zen.co.uk [62.3.86.25]
  4    24 ms    24 ms    25 ms  ge-2-0-0-0.cr1.wh-man.zen.net.uk [62.3.80.49]
  5    31 ms    31 ms    31 ms  ge-3-0-0-0.cr2.th-lon.zen.net.uk [62.3.80.45]
  6    33 ms    31 ms    35 ms  LDNGW1.arcor-ip.net [195.66.224.209]
  7    32 ms    32 ms    33 ms  85.205.116.14
  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.

C:\Windows\system32>

[Retired-Wayne]

Hi robinv2

Thanks for your post here. Everything looks to be setup correctly.

Can you let me know how you get on with the reset and if that sorts things at all?

Also, it may be worth trying the VSS on another connection (Friend, family member or neighbour etc) to determine whether this issue is indeed down to your router/connection.

Thanks

Wayne

[robinv2]

I've tried it at a neighbours and it instantly had a steady power light and a glowing internet light so that says to me that it's working.

I've also been talking to Netgear who keep copying and pasting answers to me about questions i havent asked but they did suggest going to http://canyouseeme.org/ and putting in the port numbers - when i do that they all come back with an error:

Error: I could not see your service on 82.69.94.210 on port (500)
Reason: Connection timed out

Which i assume is "bad". I'm assuming that the ports should be "seen" when i do this - is that right?

Thanks
Robin

[Retired-Lee]

Hey robinv2 and Hambroski,

Thanks for the updates.

@ robinv2 - The ports should be visible. If they're not then this would suggest the router isn't allowing the port forwarding. Have you considered trying a different router if Netgear are being of no assistance?

@ Hambroski - Thanks for confirming you hadn't managed to establish a connection on the 40124107836 VSS.

I've forced a resync for you to see if this manages to kick it into action. Could you factory reset it for me and let me know what happens?

Cheers,

LeeH

[Hambroski]

sorry - how do you do a factory reset on a V3?

[Retired-PaulE]

Hi Hambroski, 

You can reset it in the same way the older models reset - hold the reset button down until the light flash, then unplug it and plug it back in (whilst holding the reset button)

Keep holding the button until the lights flash again and you should be up and running again

Paul

[robinv2]

Update for you:

Did a factory reset on the router - re-applying the internet settings and then set up the port forwarding.

Went to check the VSS and it now for the first time was showing something different - steady power light and a slowly pulsing white internet light (the globe thing). Hooray i thought! Left it overnight and in the morning it hadn't changed. Called the 2nd line team and they confirmed everything was ok at their end and did a re-sync and told me everything would be working within an hour! Awesome! 4 hours later and it's unchanged. So - the one thing i didn't do last night was reset the VSS so i thought i might as well try that. Your instructions for a reset dont work. I held the reset button in for about a minute and nothing happened - no flash of lights, I then unplugged it and replugged with the button still pressed (still no flashing lights) and after a minute of a solid red light i was back to a flashing red power and an amber bloody service light! So i'm back to square one.

For the reset - please can you get some right instructions - this is the V3 the one that's got a moulded plug integrated into it so it's not that easy to unplug while holding down a button.

Netgear have provided one new box to tick so i'll try that in a minute - they've offered no response or explanation as to why the ports cannot be seen. I cant try a new router just like that - this is a high quality expensive box - i don't have another one.

Starting to lose my sense of humour on this as well as my will to live.

[Retired-James]

Hi robinv2,

Thanks for the update here.

Do you know what additional options they are enabling for you?

Has this made a difference?

In regards to the reset, the instructions above should reset the unit however, I am currently in the process of chasing our support teams regarding this process to get full confirmation that this is the correct procedure.

James

[robinv2]

When i'm back to the flashing red light - if i hold the reset button it will eventually go to a solid red light, but that's it - dunno if it's resetting or not.

Netgear told me to enable UPnP which was already enabled. They've now told me to disable it and enable remote management - but it's like having a conversation with a machine, they don't answer questions or explain anything - it's maddening. Anyway, those things haven't worked so far. Tonight i'll try the factory reset again but do it sitting next to the VSS so i might try just enabling the internet and see what happens if i dont forward the ports - step by step - that kind of thing. Also i was reading an older thread about putting the IP in the DMZ - do you still advise that kind of setup?

[robinv2]

Further update:

Netgear were unable to gain access via remote management and say that the ports are not open and so instructed me to stick a paper click in a hole to reset the router to the factory settings (i have done this already). I have done so, set up the internet manually this time and enabled remote management so hopefully this time they can get access and check it out - it could be a faulty box i guess.

Interestingly when i reset the router the VSS gave me a steady red and a pulsing white internet light and then changed to a flashing red and an amber telephone light (which is new!) and now finally stopped on a flashing red with telephone and service both lit amber. I think the VSS is just doing random stuff because it can't connect to the internet and get the info it needs to work.

I'm sure this is terribly exciting for everybody.

Netgear usually take a few hours to reply to who knows what happens next.