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Solution

VSS not providing a 3G connection

petercarr
2: Seeker
2: Seeker

‎18-03-2014 09:31 AM

Good morning All,

 

I have purchased a VSS via our corporate account but am struggling with getting it to operate. The serial number for the device is 40134923826

 

It was setup on Friday last and my Blackberry showed a full 3G signal. a few additional users (with Blackberry devices) were added but they only had an 'EDGE' connection on their phones.

 

Came into work yesterday morning to find that all of the phones including mine would not connect to 3G.

 

I have tried the various troubleshooting guides including de-registering but there is still no joy. The power, Internet and Service LEDs are permanently lit and the user LED is off.

 

I have ran network diagnostics which are below:

 

C:\Users\Peter>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  192.168.5.1
  2    15 ms    15 ms    15 ms  host81-139-128-1.in-addr.btopenworld.com [81.139.128.1]
  3    15 ms    15 ms    15 ms  213.120.178.141
  4    16 ms    15 ms    15 ms  213.120.177.98
  5    15 ms    16 ms    15 ms  217.41.168.63
  6    15 ms    16 ms    16 ms  217.41.168.107
  7    16 ms    54 ms    39 ms  acc1-10GigE-0-7-0-4.l-far.21cn-ipp.bt.net [109.159.249.74]
  8    16 ms    19 ms    15 ms  core2-te0-15-0-16.faraday.ukcore.bt.net [109.159.249.25]
  9    17 ms    17 ms    17 ms  peer2-xe8-1-0.telehouse.ukcore.bt.net [109.159.255.101]
 10    17 ms    16 ms    17 ms  t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net [166.49.211.180]
 11    17 ms    17 ms    16 ms  166-49-211-254.eu.bt.net [166.49.211.254]
 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:\Users\Peter>pathping 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:
  0  Peter-TOSH [192.168.5.36]
  1  192.168.5.1
  2  host81-139-128-1.in-addr.btopenworld.com [81.139.128.1]
  3  213.120.178.141
  4  213.120.177.98
  5  217.41.168.63
  6  217.41.168.107
  7  109.159.249.108
  8  tye-0-0-0-4.faraday.ukcore.bt.net [109.159.249.41]
  9  peer2-xe8-0-1.telehouse.ukcore.bt.net [109.159.254.179]
 10  t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net [166.49.211.180]
 11  166-49-211-254.eu.bt.net [166.49.211.254]
 12     *        *        *
Computing statistics for 275 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Peter-TOSH [192.168.5.36]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  192.168.5.1
                                0/ 100 =  0%   |
  2   15ms     0/ 100 =  0%     0/ 100 =  0%  host81-139-128-1.in-addr.btopenworld.com [81.139.128.1]
                                0/ 100 =  0%   |
  3   21ms     0/ 100 =  0%     0/ 100 =  0%  213.120.178.141
                                0/ 100 =  0%   |
  4   18ms     0/ 100 =  0%     0/ 100 =  0%  213.120.177.98
                                0/ 100 =  0%   |
  5   18ms     0/ 100 =  0%     0/ 100 =  0%  217.41.168.63
                                0/ 100 =  0%   |
  6   18ms     0/ 100 =  0%     0/ 100 =  0%  217.41.168.107
                                0/ 100 =  0%   |
  7   16ms     0/ 100 =  0%     0/ 100 =  0%  109.159.249.108
                                0/ 100 =  0%   |
  8   17ms     0/ 100 =  0%     0/ 100 =  0%  tye-0-0-0-4.faraday.ukcore.bt.net[109.159.249.41]
                                0/ 100 =  0%   |
  9   18ms     0/ 100 =  0%     0/ 100 =  0%  peer2-xe8-0-1.telehouse.ukcore.bt.net [109.159.254.179]
                                0/ 100 =  0%   |
 10   19ms     0/ 100 =  0%     0/ 100 =  0%  t2c3-xe-1-1-2-0.uk-lon1.eu.bt.net[166.49.211.180]
                                0/ 100 =  0%   |
 11   22ms     0/ 100 =  0%     0/ 100 =  0%  166-49-211-254.eu.bt.net [166.49.211.254]

Trace complete.

 

 

Any helkp would be appreciated.

 

Thanks

0 Thanks
5 REPLIES 5

Retired-Andy
Moderator (Retired)
Moderator (Retired)

‎18-03-2014 12:54 PM

Hi petercarr,

 

Your traceroute and ping test are fine.

 

I can see you deregistered and reregistered the Sure Signal this morning.

 

Deregistering the unit will also remove any additional numbers you’ve added.

 

You may need to re-add them so check your admin dashboard.

 

If you do add any numbers, do a factory reset afterwards:-

 

  • Find the button on the base of the unit next to the Ethernet ports
  • Press and hold the button for approximately 30 seconds
  • Once the lights come back on, release the button
  • The Sure Signal will come online in around one hour

 

If this doesn’t help, we’ll need to dig a little deeper, so can you also provide the following information:-

 

Your speed test results from here.
Your external IP address from here.

 

Cheers,

 

Andy

 

0 Thanks

petercarr
2: Seeker
2: Seeker

‎19-03-2014 10:08 AM

Hi Andy.

 

Tried the restart yesterday and I have got the power LED flashing and the Internet (2nd) and User (4th) LEDS permanantly orange.

 

I have tried a restart this morning but the unit has settled with the same LED display.

 

I have checked the netowrk side of things and the SS is quite happily showing communications with the LAN.

 

Speed test results:

 

Ping 15mS

 

Download 19.14 Mbps

 

Upload  1.03 Mbps

 

 

External IP address 81.133.124.243

 

 

Kind regards,

 

 

Peter

0 Thanks

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

‎19-03-2014 06:01 PM

Hi petercarr

 

I've checked the usual suspects such as firmware and location services, all appears well.

 

I can see that it briefly connected in the early hours too.

 

I have resynched the Sure Signal just to clear any remaining errors.

 

Please can you also check the following ports are open on your router:

 

Ports to be opened for forwarding

  • 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

  • 212.183.133.177-179
  • 212.183.133.181-182
  • 212.183.131.128-191

I can see it's registered successfully, so once the above steps have been followed please perform 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 one hour for the Sure Signal to come back online.

 DaveCD

0 Thanks

petercarr
2: Seeker
2: Seeker
In response to DaveCD

‎20-03-2014 12:38 PM

Hi all,

 

This hasnt worked.

 

The LEDs are back to flashing red, permanent  Internet and Service.

 

Kind regards,

 

Peter

0 Thanks

Retired-Ian_
Moderator (Retired)
Moderator (Retired)
In response to petercarr

‎20-03-2014 06:34 PM

Hi petercarr,

 

Thanks for trying that.

 

Is it possible for you to try the Sure Signal at a different address with a different ISP?

 

Post back once you've tried that.

 

Thanks

 

Ian

0 Thanks