Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - 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: Off
• In Service: Solid Orange
• In Use: Solid Orange

Cause

This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network

Troubleshooting

Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:

• Your speed test results from here
  
• Your ping test results from here
  
• Your external IP address from here
  
• Your Sure Signal serial number
• The results of a traceroute

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

This will help us get the quickest possible resolution for you.

Thanks

LeeH

[dpfj]

Andrew,

Thanks for replying. I stupidly posted under the wrong subject.

Power light is on. Internet light is flashing.

External IP: 86.128.28.152

I don't believe it's my router configuration as I have out the VSS in the DMZ for 48 hours too see if that worked. The last one died after 5 minutes.

This one lasted 24 hours but still the same power light solid Internet light flashing.

I know the ports are open as I can scan the VSS from the Internet including all the ports. I can see my VSS calling out to vodafone servers but I see no reply. NOTHING coming back. Once I saw a 217 address respond but nothing came of it.

[Retired-Andy]

Hi dpfj,

Thanks for getting back to me with your IP address. It’s on our whitelist so there’s no issue there.

The light sequence you’re seeing show that the Sure Signal is being configured, have you been seeing this for the 7 weeks you’ve been trying to get it to work?

If you have, the next step would be to try it on a different internet connection (that of a friend, neighbour etc) and preferably with a different ISP.

If the Sure signal works there, it would indicate that there may be an issue with your set up that’s preventing the device from maintaining a stable connection to our servers.

If the Sure Signal doesn’t work in the other location, it may indicate it’s faulty and would need to be sent for repair.

Thanks

Andrew

[Rykaro]

Hi there,

I've been trying to get my VSS up and running for 2 days now.  Symptoms are as per the thread subject.  Information you've requested in the OP is:

Speed: 12.28Mbps/0.95Mbps

Ping Test: 34ms/1ms

IP: 86.178.2.141

Serial: 40131132272

Trace route: As per others listed in this thread, traces correctly to 85.205.116.2 (response of 33ms) then times out from there.

I've double checked the registration details and the serial number is correct.  Also the sure signal is reachable from my LAN so it's got a DHCP address correctly.  Traceroute shows I can reach as far as anyone else in this thread has been able to reach from my LAN.

You're help is much appreciated,

Mike G

[Sukhi]

Hi Rykaro

Everything looks ok with the information you've provided, however without seeing the full traceroute its' hard to account for that.

Can you test this at a different location?

Thanks

Sukhi

[Rykaro]

Hi Sukhi,

Thanks for the response.  Given that I can reach the same gateway (85.205.116.2) as most others I assumed that this info would suffice, but to enable you to help further please see below for the complete traceroute.

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  XXX.XXX.XXX.XXX
  2    19 ms    19 ms    19 ms  217.32.142.0
  3    20 ms    19 ms    19 ms  217.32.142.30
  4    20 ms    20 ms    19 ms  212.140.206.222
  5    19 ms    20 ms    20 ms  31.55.165.245
  6    21 ms    20 ms    20 ms  31.55.165.109
  7    19 ms    47 ms    19 ms  acc2-10GigE-11-2-0.mr.21cn-ipp.bt.net [109.159.250.206]
  8    34 ms    31 ms    31 ms  core2-te0-0-0-16.ealing.ukcore.bt.net [109.159.250.156]
  9    27 ms    27 ms    27 ms  peer1-xe3-2-1.telehouse.ukcore.bt.net [109.159.254.209]
 10    33 ms    31 ms    31 ms  LNDGW2.arcor-ip.net [195.66.224.124]
 11    31 ms    32 ms    31 ms  85.205.116.2
 12     *        *        *     Request timed out.

Many thanks,

[dpfj]

Hi Andrew,

To give me some home are you at least able to confirm my sure signal box has made contact with the Vodafone servers?

I can see the packets going out. If I turn on full logging that's all I see outbound. First a port 500, then 4500. It attempts several times to make contact then backs off slowly to hardly ever.

It looks to me like your either responding with too short a TTL or your servers are that busy I'm being ignored.

I have seen one inbound packet from a Vodafone server but it came from a different IP to the one the VSS is trying in port 4500.

The different IP is ok as the Firewall rules will forward the packet to the VSS static IP.

I have also tried the VSS in a DMZ again with no success.

So please, at least give me some hope by having the curtesy to check whether my VSS has at least once made contact.

Thanks in advance.

Dpfj

[Retired-Dave]

Hi guys,

Looking at the system, neither of your Sure Signals has connected with the servers at this end.

To help with this, I've resynched each of them. Can you do a factory reset for me?

• 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.

Dave

[Rykaro]

Hi Dave,

I completed a factory reset at 09:30 this morning and it's still not connecting.  In the mean time, I've been doing a packet capture on my firewall and see my VSS communicate with 212.183.131.131 on port 500 and I see a response back from 212.183.131.131.  I then see my VSS try to communicate with 212.183.131.131 on port 4500 but from then on it receives no response from 212.183.131.131.

If you want I can send you the packet captures.

Many thanks,

[neiljwilkinson]

Hi there,

I've been trying to get my VSS up and running but as of yet have had no success.  Symptoms are as per the thread subject.  Information you've requested in the OP is:

Speed: 14.39MB/0.83MB

Ping Test: 7ms/1ms

IP: 86.178.52.51

Serial: 40130444090

Trace route: 

C:\Users\niwi>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 4 ms 4 ms 27848dcor01.mace.co.uk [10.4.37.10]
2 * * * Request timed out.
3 5 ms 5 ms 5 ms 217.32.145.128
4 5 ms 5 ms 5 ms 217.32.145.158
5 5 ms 5 ms 8 ms 213.120.156.58
6 6 ms 5 ms 6 ms 217.41.168.35
7 5 ms 5 ms 7 ms 217.41.168.107
8 6 ms 6 ms 6 ms 109.159.249.110
9 10 ms 7 ms 7 ms core1-te0-7-0-4.faraday.ukcore.bt.net [109.15
49.33]
10 9 ms 5 ms 6 ms host213-121-193-97.ukcore.bt.net [213.121.193
]
11 7 ms 6 ms 7 ms lndgw2.arcor-ip.net [195.66.224.124]
12 7 ms 7 ms 11 ms 85.205.116.10
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.

Any help is appreciated.

Thanks

Neil.

[iainwt]

Hi.

Wondering if the techs here can help, please. Have a Vodafone SureSignal v3 displaying the authentication error lights pattern. Customer site is a school, so as you can imagine, external network access is restricted somewhat; but the networks team advise they've opened the ports&protocols listed from the SureSignal to the addresses listed in the setup guide; have had the customer perform a reset using the button underneath to no avail.

I'm afraid traceroute isn't permitted by the firewalls, but:

External IP# should appear as 194.72.50.129.

Ping -l 5000 to a server at County Hall:

---
Ping statistics for 10.96.207.22:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 10ms, Maximum = 30ms, Average = 15ms
---

Speedtest.net (via the filtering proxy service) yields 2.00Mbit/s down, 1.83Mbit/s up, but shows up as from 194.72.50.162.

Speedtest mini to a server at County Hall yields 1.48Mbit/s down, 1.79Mbit/s up (no proxy).

Pingtest.net doesn't work; likely due to the firewalls.

SureSignal serial number is: 40131163855

Any advice would be useful, ta. Would also be good to know if the device has been able to contact yourselves (an authentication error suggests it has, but was rejected)?

Many thanks,

--

Regards, Iain