Version 3 (Power - flashing, Internet - solid orange, In Service - off, In Use - solid orange)

[Retired-Lee]

This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

• Power: Flashing
• Internet: Solid Orange
• In Service: Off
• In Use: Solid Orange

Cause

This light sequence indicates the Sure Signal's not active and the cause is a network timing issue (NTP). These symptoms can be prone to recurrence.

Troubleshooting

Check that your Sure Signal has been registered successfully.
Before your Sure Signal can connect to our network, you must have first registered it with us. You will have received a message via text or email to let you know when the registration has completed successfully. Your Sure Signal will not work until you have recieved this confirmation message.

To verify that your Sure Signal has been registered, login to My Account, and click on the My Sure Signal tab. Your Sure Signal details should be listed, along with the status "Registered".

If you have not registered your Sure Signal, and are a Business Customer, please register at our Business Sure Signal page.

If you're a Consumer Customer, you can register directly from within the My Sure Signal page in My Account.

Manually configure your Router to allow port-forwarding.
In most cases, routers support a system called "Universal Plug-n-Play" or UPnP, which will setup port-forwarding for you automatically. If you have a complicated network setup, or a complex router, you may be required to enter these settings in manually.

The following details list the IP addresses and Port Numbers that need to be forwarded to your Sure Signal's internal IP address. For detailed instructions on how to do this, we recommend either contacting your ISP or Router Manufacturer, or referring to the Default Guide for your particular make and model, over at http://portforward.com

Destination IP Addresses:

• 212.183.133.177
• 212.183.133.178
• 212.183.133.179
• 212.183.133.181
• 212.183.133.182
• 212.183.131.128/26

Ports and Protocols:

• 8 – TCP/UDP                 (All routers)
• 50 – TCP/UDP               (All routers)
• 53 – TCP/UDP               (Virgin Super Hubs)
• 67 – UDP                      (Virgin Super Hubs)                                                    
• 68 – UDP                      (Virgin Super Hubs)                                        
• 123 – UDP                    (All routers)     
• 500 – UDP                    (All routers)     
• 1723 – TCP/UDP           (BT Home Hubs)          
• 4500 – UDP                   (All routers)     
• 33434 – 33445 – UDP    (Virgin Super Hubs)

Please note that in the above list of IP addresses, the notation "212.183.131.128/26" means the complete range of IP addresses between 212.183.131.128 and 212.183.131.191

Your Router will also need to be able to assign the Sure Signal with a DNS Server address via DHCP.

Check your MTU settings:

1. Log into your admin page for your router
2. Find the location of the MTU field - this varies depending on the make and model of router so you’ll need to hunt around for it
3. Change the value of the MTU size to 1500 if this is allowed by your router

Log out of the router, this will usually result in a reboot:

1. Hold in the reset button until all the lights go solid
2. Pull the power lead out with the reset button still pushed in
3. Continue to hold down the reset button and reconnect the power lead
4. Wait for all of the lights to come on then release the reset button

The Sure Signal will now try to contact the network and download its profile. This may take anything up to 6 hours.

Post your Router details.
If you have successfully followed all of the above, or are struggling with configuring your Router, please post your Router's make and full model number below. It would also be helpful to include your Sure Signal Serial number and ISP (Internet Service Provider).

Quite often other users of the same router will be able to share tips with you around setup and any extra security settings that may need to be enabled/disabled to get things working correctly. Wherever possible, we will also attempt to assist you with this, however due to the vast number of different manufacturers and models, it is not always possible, and we do not officially support any form of Router Configuration. For that reason we will always recommend contacting your Router Manufacturer or ISP for assistance first.

Please provide your ISP with some information supporting the network performance issue such as a number of speedtests performed throughout the day and a trace route.

Traceroute command:

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear.
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply.

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

Thanks

LeeH

[Readies]

Hi,
Having issues with VSS V3.

Router: Netgear DGN2000
ISP: BT
VSS Serial No:40132719689

Average connection speed: 1.4mb/s download 1.0mb/s upload 36ms ping

I registered plugged it in, has a flashing power light with solid orange user light. Read the advice on forum and de registered it and then reregistered. Next had this error code - flashing power with solid orange internet and user lights. Checked router ser on upnp which it was set mtu to 1500 restarted router and proformed a hard reset on VSS. 12hrs later still not working still same error code.

I then set up the rules for port forwarding as shown in attached pictures. NOTE - one port was already set up VPN-IP SEC = UPN 500. I then restarted the router and the VSS. 12hrs later the lights show the error code again!!

here is the trace route while error lights are on:-

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\***********>tracert 212.183.133.177

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

1 2 ms 1 ms 1 ms 192.168.0.1
2 31 ms 28 ms 30 ms lns7.uan.the.uk.murphx.net [94.30.127.78]
3 696 ms 27 ms 27 ms er1.uan.the.uk.murphx.net [94.30.127.65]
4 717 ms 178 ms 29 ms ge2-6-1.crs1.core.the.uk.murphx.net [94.30.127.2
25]
5 26 ms 58 ms 26 ms te1-4.cr05.te1.bb.gxn.net [62.72.139.29]
6 26 ms 26 ms 25 ms te2-2.cr05.tn5.bb.gxn.net [62.72.137.126]
7 28 ms 26 ms 31 ms lndgw2.arcor-ip.net [195.66.224.124]
8 26 ms 28 ms 26 ms 85.205.116.2
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.

Its brand new I got it because my VSS V2 Serial Number: 4113724862 stopped allowing incoming calls about 2 weeks ago. £100 and still no signal in the house :smileysad:. Is it something my end?

Thanks for your help in advance,

Regards,

Sam

[Ben_H]

Hi Sam,

Thanks for providing those details and welcome to the eForum!

You mention your ISP is BT. Are you an Infinity customer at all? If so you may be affected by this known issue. 

If you're not an Infinity customer, I'd still be concerned about lines 3 and 4 of your traceroute as there's quite a delay. Also did you set up the port forwarding yourself or with BT?

Cheers, Ben

[Readies]

Hi Ben,

    No not an Infinity customer just the standard ADSL Broadband. I set the port forwarding myself, could be seriously wrong as I havent ever done port forwarding before, I followed the instructions on http://portforward.com/ for the Netgear box I have. Only attempted the port forwarding as had been trying to get it to work for days without any success. I didn't think BT would help as its a Netgear hub. I could try deleting the port forwarding rules as the router does support universal plug n play and it says it is turned on.

    I have just got in from work and there has been a change rather than the light sequence above I now only have a flashing power light and a solid internet light???

Thanks for your reply,
Sam

[Readies]

Hi,

Good news!! Deleted the port forwarding rules and thought I would try it again. Kept bringing up the original error codes for last 12hrs. But did another hard reset when I got in from work and 10 minutes later working perfectly!! Dont know what changed but fine now. Thank you for your reply Ben much appreciated. 

Cheers,

Sam

[Retired-Andy]

Hi Sam,

That’s great news, thanks very much for the update.

If you do need any help in the future, you know where we are.

Cheers,

Andrew

[anandpatel]

Hi,

After running through the troubleshooting threads, I am still seeing issues get the suresignal to work. After some time with the power light solid and the first light pulsing, it wil usuall settle on this status.

I have a TP-Link router and all the outbound ports are unblocked.

Traceroute :

 1  tp-lnk (192.168.0.1)  105.633 ms  0.789 ms  0.711 ms

 2  192.168.1.1 (192.168.1.1)  1.232 ms  2.921 ms  1.043 ms

 3  83.167.186.1 (83.167.186.1)  10.423 ms  23.439 ms  20.761 ms

 4  ip-160-153.awellconnected.net (83.167.160.153)  29.791 ms  23.956 ms  39.576 ms

 5  awell-sov-br0.awellconnected.net (83.167.165.5)  37.316 ms  38.671 ms  33.407 ms

 6  v219.core1.lon1.he.net (216.66.86.33)  35.937 ms  34.604 ms  42.002 ms

 7  lndgw2.arcor-ip.net (195.66.224.124)  62.486 ms  57.108 ms  48.903 ms

 8  85.205.116.6 (85.205.116.6)  50.254 ms  43.843 ms  48.692 ms

 9  * * *

10  * * *

As mentioned in another thread I started, no ports are expected to be forwarded, so havnt done this.

Any help you can shed on this will be much apprciated.

VSS serial : 40131958619

Thanks

Anand

[Sukhi]

Hi anandpatel

Thanks for providing your Traceroute. Can you also provide the following?

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

Thanks

Sukhi

[anandpatel]

Ping Test 93ms

Jitter : 40ms

IP is : 83.167.186.177

Thanks

Anans

[Ben_H]

Hi Anans,

Thanks for those results. I'm happy to report that your IP and speedtest results are fine.

I've pushed a manual synchronisation through for you as your Sure Signal hasn't contacted our servers since Thursday 19 December. To complete the action can you: 

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.
The Sure Signal will come online in around 1 hour.

Cheers, Ben