VSS, system busy and unable to call

[JulianCarter]

Hi,

we are a small company with 2 people using the VSS. This was installed 2 months ago and has worked perfectly well. Last week we suddenly got System Busy whenever we tried to make mobile calls, yet we could still send and receive texts. We have 2 different handsets, Nokia 820 and iphone 4. We eventually worked out that it was the VSS and turned it off and on which seemed to have solved the problem. However, Monday morning arrives and we are back in the same situation. I have disconnected the VSS again, so that we can receive mobile calls, but we havent changed anything, havent moved broadband providers, (we are with BT Business), dont touch the IT equipment in the corner. We could understand if it never worked or has always had problems, but, after reading some of the posts, dont know what our next step is. Look forward to receiving and advice.

Julian

[Retired-Matt_Vo]

Hi

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

Matt
Moderator

[Ben_H]

Hi Julian,

Thanks for your original post. Can you let me know if this has now been resolved? If you still need a hand be sure to follow the guide Matt recommended above.

Cheers, Ben

[JulianCarter]

Ben

please find the info. It hasnt been fixed because we have had this happen twice. the way that i have fixed is to unplug and turn back on the VSS which resolves it, but of course is not the right way to do it.

Serial number

40131981645

Speed test

Ping 44ms

Download – 5.6mbps

Upload – 0.8mbps

Ping test

Ping 25ms

Jitter 4ms

Line quality B*

External IP

Your IP Address is 81.143.22.154

Trace route

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  192.168.111.1

  2     4 ms     2 ms     1 ms  host81-143-22-153.in-addr.btopenworld.com [81.14

3.22.153]

  3     5 ms    23 ms    21 ms  host81-148-96-1.in-addr.btopenworld.com [81.148.

96.1]

  4    54 ms    37 ms    45 ms  213.120.178.141

  5    23 ms    22 ms    21 ms  213.120.177.98

  6    22 ms    20 ms    22 ms  217.41.168.59

  7    25 ms    23 ms    23 ms  217.41.168.107

  8    25 ms    22 ms    28 ms  109.159.249.110

  9    25 ms    21 ms    26 ms  core1-te0-15-0-7.faraday.ukcore.bt.net [109.159.

249.37]

 10    24 ms    22 ms    23 ms  peer1-xe8-1-0.telehouse.ukcore.bt.net [109.159.2

54.181]

 11    26 ms    32 ms    26 ms  lndgw2.arcor-ip.net [195.66.224.124]

 12    26 ms    22 ms    23 ms  85.205.116.2

 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.

[Ben_H]

Hi Julian,

Thanks for posting the results. Everything checks out fine with the traceroute and IP range. While the upload speeds aren't ideal they should be enough to support two lines.

Could your IT team confirm that the MTU is set to 1500 and port forwarding is enabled for the following:

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

Port 8 - TCP/IP

Cheers, Ben

[JulianCarter]

Ben

thanks for the email. Before i talk to IT, and lets assume that there are no changes to any configurations, is there any reason for a VSS to work fine and then to create an environment where mailbox doesnt work and when calls are made it creates a system busy response on the mobile. When the VSS is unplugged, and rebooted, the system will then work again,

thanks

Julian

[Retired-Andy · Accepted solution]

Hi Julian,

I’ve checked your serial number and can see that it connected to our servers today at 02:24.

The reason for the ‘System busy’ message and mailbox issue may be down to the VSS losing connection to our servers.

Can you try deregistering one of the 2 numbers that you use to see if this allows the other number to get continual service?

If the issue disappears, it would indicate that your bandwidth is too low to support two phones in use at the same time.

Try contacting your ISP to see if they can temporarily increase your line speed to rule this out.

Let me know how you go on.

Thanks,

Andrew